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. Taylor later renamed it to Enterprise, after the USS Enterprise that he had served on during WWII.
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.
Their slogan “We’ll pick you up!” debuted in 1994. It is still used today.
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.
In late February of 2018, the company announced that it would no longer offer discounts to NRA members and was pulling support for the company starting in March of the same year.
A survey conducted by J.D. Power and published in November of 2018 stated that Enterprise ranked highest in customer satisfaction among car rental companies.
Today, Enterprise is the largest car rental company in the world, with more than 5,400 locations and 419 airport locations around the world. 
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. Taylor later renamed it to Enterprise, after the USS Enterprise that he had served on during WWII.
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.
Their slogan “We’ll pick you up!” debuted in 1994. It is still used today.
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.
In late February of 2018, the company announced that it would no longer offer discounts to NRA members and was pulling support for the company starting in March of the same year.
A survey conducted by J.D. Power and published in November of 2018 stated that Enterprise ranked highest in customer satisfaction among car rental companies.
Today, Enterprise is the largest car rental company in the world, with more than 5,400 locations and 419 airport locations around the world.
I had rented a car because my car was totaled in an accident. I ended up purchasing one from the location in Gilbert Arizona. The sales man said he would take care of returning the rental car – I still do not have a receipt or invoice for this return, but they took they payment from my credit card and the insurance company I did email him about this and I sent the email as a read receipt so I know he read the email. Also there was wrong/mis-communication about how to do the down payment for the car that was being purchased. When I did go in to pick up the car with the down payment, I get into a disagreement with an employee who became defensive and hostile, and kept stepping closer to me, I was feeling unsafe at this time. I walked away and to the bay where my was car – he followed me – now at this time I began to feel extremely unsafe and threaten. I have contacted the location about this via their website and NO ONE has contacted me.
A couple weeks back, a small fender bender in a parking lot had occurred with my mother’s car. It was my sister who was driving the car that day by herself just trying to do a favor for my disabled mother. So while backing up, a woman was backing up at the same time and they ended up backing into each other. After that had happened, my grandmother (whose name is on the vehicle) drove to the scene to assist my sister and to assure that everything was taken care of properly by filing a police report and exchanging insurance information with the other party while the police officer was present. As soon as my grandmother arrived home after that, she called the insurance company to assess the situation and to figure out the next move. To be clear, everyone in this household is on the vehicle’s insurance policy so there were no problems there. Also, the state of Florida is a no-fault state when it comes to parking lot accidents, so BOTH cars would be at fault for backing into each other although technically, according to the officer and Florida law, “neither are at fault”. But, both parties involved in the accident will obviously still have to exchange insurance so that the damages will be assessed by each insurance company and then give all of the estimates for the costs of damages, a car rental (while the vehicle is being repaired), and the time needed for repairs. (There is a lot more to it than that, but those are just the basics). So getting into the rental car situation, my grandmother chose a car from the options given by the insurance company working with Enterprise Rent-A-Car to have a vehicle while the damaged vehicle is away for repairs. Enterprise and my grandmother then set a date for my mother to go pick up the rental car today. My mother went to pick it up this morning and when she did, an enterprise employee who had brought the rental car to the location chosen brought an SUV which was NOT at ANYTIME chosen by my grandmother. The car she requested was something similar to the size of a Nissan Sentra which is what we currently have sitting in the driveway. I listened to the full conversation of her setting up the rental car pick up date and what car it would be, so I know for a fact it is not what she had asked for even ONCE. My mother knew that they had purposely brought a different car so that they could charge my grandmother more money (because the larger the vehicle, the more expensive). My mother told me how sassy and snappy this Enterprise guy was because since he brought the wrong car, he had to go all the way back to retrieve the one requested. His words were “Well, I thought she said that she wanted an SUV because that’s what she’s used to driving.” No joke, my grandmother had written on a piece of paper to my mom before she went to pick it up- “Don’t let anyone try to give you a different car because it would only be to get more money out of me.” Not once did my grandmother mention wanting an SUV because “that’s what she’s used to”… That’s not even the part that is the most ridiculous… As annoying as it may sound, I have my license, I’m insured on the damaged vehicle, and I have a clean record for everything you can imagine. I am 100% aware that you must be 21 years of age in the state of Florida to rent a car, but as someone under that age with my license and with no accidents or any account of being pulled over at all on my records, it is extremely AGEIST and defeats the purpose of having my license at all. Keep in mind, I am not the one renting it so, why would it matter if I’m under 21 to just drive it if I have a clean record on all accounts and if I’m insured on the vehicle being repaired. Again, I fully comprehend that this is a very common thing amongst pretty much all of the other states as well, but not being able to drive because of my age is unfair. It is completely understandable that teens are the ones who get into and cause far more accidents than others. I understand that most teenagers are irresponsible and careless when it comes to driving, but that large percentage of bad teenage drivers have permanently ruined it for the small percentage of teens like me who take driving extremely seriously. I have been driving for years now and I have learned that driving in Southwest Florida is extremely dangerous considering how much reckless and careless driving I see everyday done CLEARLY by people over the age of 21 years old. Driving in Southwest Florida has forced me to learn defensive driving (which you should learn regardless of your location). The fact that the age of 21 is the legal age to consume alcohol doesn’t make sense that you have to be that age to drive a rental car as well. To me, that just sounds like, “Okay yeah guys, you can drive a rental car at the peak of you finally being able to consume alcohol.” “Have fun driving drunk.” A lot of things in the US don’t make any sense at all, but there is always a reason behind every single law and rule. I have taken all of the reasons why people under 21 cannot rent cars into consideration, but there should 100% be exceptions for safe drivers (even if whomever has to do the deepest background check of my driving records). What is the purpose of having my license at all if I’m not even allowed to drive a rental vehicle (that I would be covered on) that I seriously need in order to do important things. But unfortunately now, I have to rely on my disabled mother to drive me around everywhere, which I’m usually the one driving her places when she is struggling and seriously needs my assistance. Respectfully, I’m sure if Enterprise people see this, they will brush it off and tell me how sorry they are, which I do not need an apology just for my satisfaction. But, my main message here is to have exceptions for safe drivers under the age of 21 in order to be permitted to have rental car driving privileges (only if it is proven that they have clean records and are insured to the current vehicle being repaired).
I recently went to the Enterprise in Clinton Md . I had an appointment that day with the body shop . They are so very busy that I had wait 3 weeks for my appointment so I needed a car that day . The young lady told me all they had was an SUV and it would cost out of pocket $14 extra dollars because the lady who hit my car insurance would only pay for a car of about $22 which they had none . But I was told that they may get cars back that evening after 3:30 . Well she also told me that she would put me on the list but not to worry because I was the only one waiting. I told please don’t forget like twice because I don’t feel I should pay anything because that lady hit my car. Long story short . She never called when I called she said she had a Toyota Corolla . I was told to come the next day after 1 pm . They said the couldn’t hold cars because others had a reservation. I said what is a reservation. You are holding a car for someone isn’t it . The guy offer my husband a reduce price for the suv we were in of $8 dollars still not good but once again we have no choice. . We need a car . I called the complaint department last week Wednesday and they said someone would reach out to me . No one has called me yet . I’ve tried several times to give Enterprise a shot but this will be my last . Tomorrow I will call GEICO to see if I can take my business else where .
I have been a long time customer of National and Enterprise both at airport and local locations. Over the course of 5 years I’ve probably had about 200 rental days with never a single issue. One late Wednesday night in January I landed at St Louis Lambert and attempted to rent a vehicle at the National location. The manager seemed to have an issue with the vehicle I had selected as an Executive member and was also concerned that the account code on the reservation was incorrect. There was a mistake made at the person who made the reservation for me and used a different corporate code instead of the one meant for employees of our company. Instead of allowing that to be corrected or to just rent as a regular reservation, the manager said I would need my office to contact him to straighten it out. My office was closed as it was after 10:00 at night. Imagine the surprise I had when I tried renting later on and found out my account was unable to make a reservation. I made numerous phone calls, visited the location among numerous other inquiries to find out what exactly happened to be deserving of the dubious honor of landing on a “Do Not Rent” list. It has been impossible to reach anyone at the Risk Management Department” and numerous calls with requests to be able to speak with someone have been fruitless. All I’ve been able to do is speak to customer service who will tell me that they will submit my request to the Risk Management Department and to expect a call within 3-5 days. No call has ever come. For a manager to arbitrarily flag someone’s account – especially late on a cold winter night – and then put the onus of proof on the customer with no way to really resolve it is extremely frustrating. At the very least a phone call, a letter or something could have been done on the side of National Enterprise to resolve whatever allegedly caused me to lose my rental privileges.
Moshe Plotnik, we’ve noted your comments. To speak with us directly please send us a detailed email to Care@ Enterprise.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.- Carol H.
Worst service ever received, call the corporate number all that can be done is escalate to the the regional manager, who does not call back. There is no sense of urgency to fix a problem arose due to a vehicle recall, outside of trying to offer a mini van to replace a full sized SUV. The car I was supposed to pick up at 2:30 today I still do not have at 8:00 PM and still have not heard back from anyone to resolve the situation. I am sure I will still not have a rental by the time my vacation is over. As I can see from previous comments the lack of customer service, empathy, follow up or ownership. The only thing anyone one the phone would do was push this to be to be escalated to the Regional Manager, no name for the regional manager would be provided and no number to contact that person either it is to just wait for their call in hopes they at some point call back. This is the worst service, this experience will ensure that I do not us Enterprise in the future. I have wasted between driving to the 2 different locations and on the phone with representatives close to 5 hours today.
I absolutely agree I am having the exact issue right now.
Same here…. had to get a car because we hit a deer with our truck and while it was being serviced this was the company that our insurance provided. The car we were given had cigarette smoke in it and burn holes in the backseat. I called corporate, and they said that a DM and or area manager would call me back it’s been over 24 hours and no word
Enterprise Evergreen Way
I’ve been renting consistently with Enterprise Since July. I had a bad experience renting a luxury car through their exotic car collection **Check the bottom of this review to see the review on the Exotic Car collection at Sea-Tac intl’ airport** but still continued renting with the company after that. I’ve had more than 7 rental cars with Enterprise. Frequently going to 5505 evergreen way branch and Lynnwood 52nd Ave. W & Hwy. 99 ( I highly recommend this branch, they are very respectful). Consistently renting with them every other weekend before changing to renting by month and having monthly rentals since August. I’ve become a premium member due to the frequent business with them. I understand that some protocols were waived due to me being a regular.
however I wished they had not gone so far as to report one of their vehicles stolen that was in my possession. The car was due back during our winter-storm and I couldn’t return it due to being stuck in the Snoqualmie pass. Reception was terrible in the mountains so I couldn’t contact them however a reservation was made like routine , for me to swap the car out and get another one. I wish the people at Enterprise office would of put 1 and 1 together and realized I obviously had intentions returning the vehicle as I did with the previous 6 cars I rented with them. There never were any problems on my end until this last rental. I’ve returned their vehicles on time or with the exception of a few days pass the return date with no problems. They have had both my debit cards on file as long with all my information and would adjust my contract and charges accordingly either by phone or in person.
An investigator called and texted me saying they put the word out that the vehicle was stolen and I need to contact the investigator ASAP since enterprise escalated. I called back and told the investigator that I would return the car today and that it was no issue in returning it. The person was very rude on the phone. I tried to explain to them the situation but I was told that I would have to take it up with Enterprise. As a Person of Color, I did feared for my life thinking I would get stopped by the police during the long stretch to get from where I was back to Everett, WA because of the vehicle being reported stolen/missing.
I was told I was put on the “Do not rent to” list which just baffles me once I returned the vehicle to the branch. I was also told that I couldn’t rent any vehicles until Risk management would clear the car as missing. Even after returning the vehicle. I tried to get started on removing my account from being blocked because I needed another rental and this was ruining my business trip. The Evergreen branch couldn’t give me the extension number to Risk management because they didn’t have it. Well Gee, how am I supposed to resolve this and get in contact with someone? I would think if they put the car under stolen/missing that they would have a faster response time. The investigator told me to contact them after returning the vehicle which I did but I couldn’t get ahold of the investigator either. I will say that on a positive note… this branch did give me a shuttle back to one of my houses (since I couldn’t get the car I made for my reservation ) and that they would email risk management saying that I was a regular and they never had problems with me before in hopes to clearing my account. I still have no way of contact Enterprise Risk and management. I’m unsure at this point of even continuing to do business with them because how I’ve been treated.
Exotic Car Collection
I have had good experiences with enterprise except at their exotic car location. I rented a Maserati through them. Not only was it not communicated that a cc needed to be available to get an exotic but the man that was helping me was very condescending. His attitude towards me when I arrived was bad and only got worse when I told him my reservation is under exotic car. Since I had made a reservation for 7:30 AM I had to come back another time for the CC. When he saw me the 2nd time, he was like “oh you’re back?” Like of course. I have my reservation for 4 days on my birthday..why wouldn’t I try to come get my birthday car. The process was long to get the car. He handed me to an inexperienced person and when he was frustrated with her trying to check us out, he snatched the keyboard from her. As if this wasn’t enough, the car was DIRTY. I had to go take it to get washed because who wants a dirty rental. 2 days into the rental, the car had mechanical problems. The engine overheated and starting to leak. I had it towed and again the airport was asking me where the car was after I used enterprise own # to get it towed. That caused a mini panic attack. A missing Maserati that I gave back to your people? Yea…it was stressful. I was able to another car, not another Maserati. Wasn’t sure if my mileage was added together with both cars but they charged an extra $100. From my experience it should of been waived with the lack of communication and professionalism at Enterprise exotic car. Other than that, enterprise has been good to me. This is my 5th rental in a month and a half.
On May 21, 2020 I found myself in need of a vehicle due to both of mine being in the shop. Since I had no way to get there, I called to ask my local Enterprise in West Plains, MO whether they could pick me up. Of course, with COVID-19 they said no. However, I found myself repeatedly cut off by the rude employee there (he was the only one working that day and there is only one location in my area). I had to call back several times that day to talk to this man (or be talked over by him really) as I had acquired a ride and needed to be sure I could come in and rent. I finally managed to ask through his rude interruptions and was able to get dropped off there.
My boyfriend and I were both going to rent the car, but we were told at first only I could. He later changed this and added my boyfriend. THEN he told us we would have to call a number and deal with a “situation” first. We could never get through to the number.
This man was just as rude and interruptive in person as he was on the phone. He also refused to keep to the social distancing and kept getting close to us. He said that the “situation” had to be dealt with for my boyfriend before he could rent. I told him the only “situation” that was an issue was something we had already dealt with the LAST time we rented (about two years ago). He said he didn’t care.
So I told him fine, take my boyfriend off and I will just drive it and we would deal with the situation in the morning since the business was about to close. I was then informed he wasn’t going to rent to me because “my boyfriend might drive the car.”
How DARE you people insinuate that I am in any manner stupid or would do something illegal? I have never gotten so much as a traffic ticket. Why would I let someone who is unauthorized drive a vehicle that I am liable for?
I tried to explain to this RUDE man that I am disabled and can’t possibly walk over 25 miles home. There’s no cabs or other public transport in the rural area I’m in. I had nobody to call for a ride other than the person that dropped us off who just happened to be in town that day for a short time from about an hour away.
Luckily, my friend hadn’t quite left town yet so I managed to get home. But who tells a person they not only can’t rent a car because of SOMEONE ELSE’S issues, but also tells a disabled woman that she has to walk home 25 miles? All after being nothing but rude, interruptive, and anything but helpful and telling HER that SHE’S RUDE because she’s not just jumping up and down with excitement about being thrown in this situation. Not to mention questioning my character and refusing to show any sort of compassion.
I will never use this service again. Ever. This employee does NOT need to work customer service. He’s on a power trip and actually GLOATED at telling me I was going to have to walk home. If this sort of behavior is allowed you don’t deserve to be in business anymore.
Ms. McCall, we appreciate when customers tell us about their experiences and would like to have the opportunity to look into this for you. Please send a detailed email to Care@ Enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers, the information above, and any further information regarding your experience with us. We look forward to hearing more from you soon! – Carol H.
I am sure that you will look into this. I have been trying to get satisfaction since January, and all one gets are promises to call back, which never happens. I had the misfortune to rent from Enterprise in November of 2021, for a short term (about 10 day rental). Unfortunately While in the US (I am from Canada) I caught COVID, and had to stay in the US until the end of December. As soon as I found out that I would not be able to return the car to your Omaha location I phoned and asked to extend the reservation. The person at the location said that they would extend it for the month, at the monthly rate. On Dec. 4th the manager emailed and asked when the car would be returned, and I responded telling him that it would be at the end of the month as I had extended the rental for a month. By Dec. 21st I had received an invoice showing that I was being billed at the weekly rate, and a request for the mileage for our “long term rental”, as “every 30 days we have to rewrite the contract.”. I responded with the mileage, and sent a second email noting the fact that I was not being charged the monthly rate as agreed. I did not hear anything back, so I assumed that I would now be being charged the correct monthly rate for the long term agreement. When I received my credit card statement in January I was shocked to see that the mistake had not been corrected. Since January 24th I have made numerous calls to customer service, only to be told that they would get back to me in ten days, or twelve days, or once in forty-eight hours. Of course no one ever got back in touch with me.
On April 14, 2020, I rented a vehicle from Enterprise rent-A car located
4515 Saint Barnabas Road
Temple Hills MD 2748
I rented a Black Ford Expedition 2019. It was a bright sunny day, and when they brought me the SUV. It was very dirty!
I requested for the vehicle to be cleaned. I was told the vehicle is clean. I told the representative to look at my vehicle I just placed in the shop that is clean. The female rep. said (in a rude voice) “do you want it cleaned?” I said, yes please. She left with the SUV. I went inside the body shop where I had dropped off my vehicle.
When I returned, the SUV was dirtier than before it left. It looked like someone took a mop and dipped it in dirty water and rubbed it all over and returned it to the front. I waited outside and another representative came out with the keys to the vehicle, placed them in my hands and walked away. I said to her, excuse me, this vehicle is still dirty! She said (as she continues to walk away without looking back) No it’s not! I waited for her to return. When she returned I asked her can you look at this vehicle? Without looking at me or the vehicle, she said it’s not dirty! And walked into the building.
I was so upset; I drove home with the SUV. When I arrived home, I was told to call back and speak to the manager and tell them what just happened. I called and spoke with a manager and explained what had occurred. The manager apologized and decided to waive the $18 day a day fee I was being charged for a large vehicle.
While home I preceded to wash and disinfect (because of COVID 19) the SUV. On the inside under the floor mats, there was a pile of crumbs, appeared to be cookies. On the roof, the pollen was so thick, the black roof looked green. Under the tailgate window, there was so much mud as if it has never been cleaned before.
On May 06, 2020, I had to rent another vehicle because I had to place my vehicle back in the body shop. I requested a large because of my height and size. I received a KIA Optimum; it appeared to be a compact vehicle (for me). It was a rainy day, so I did not inspect the outside for cleanliness. But, while inside the Optimum, I disinfect and wiped down the insides. (Because of COVID 19)
On May 08, 2020, I returned the KIA Optimum. There was a long line waiting to return the vehicles. I took this time to disinfect the insides before I release this vehicle to Enterprise.
As I drove the vehicle to the front, I received the keys to my vehicle from the body shop, and was about leave when I remembered I’d left my remote in the KIA. When I walked to the KIA, which was still in the same spot where I’d left it. I told the representative walking towards the KIA; I left something inside the car. He told me, “lucky you came back, we just rented out this vehicle and they’re about to leave”.
Then I noticed, every vehicle that is returned is not being cleaned, and is immediately rented to the next waiting customer. This is not good practice at all. They should definitely be taking better precautions. That would not be acceptable even if we weren’t in the middle of a pandemic.
RA# 939SV6
Renter William B
William, we’d like the chance to address this with you directly. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.
I just wanted to write in and say that I have been dealing with Enterprise for years and have NEVER had someone as patient, thorough as Darryl was. I know a lot of people may write in to complain however, I just had to write in and brag on this young man’s OUTSTANDING customer service! If I was a first time renter then Darryl’s service would have encourage me to become a consistent renter from Enterprise! GREAT JOB Darryl!
Cobb County Jeep, thank you for your kinds words about the service you’ve received from Darryl. We’ll be sure to pass it along to our upper managers in Alpharetta. Take care! We look forward to seeing you again soon! – Carol H.
I have been a member for more than two years. At times, I have rented a car for months. I even purchased a vehicle from Enterprise Car Sales. In September of 2019 I reserved a car in Tennessee using my points, for October 11 thru October 15. I was going to use their coverage but my insurance company said that I would be covered as if it was my car, so before I left the branch I asked them to remove the coverage. When I left the location (it was after closing) I realized that I did not receive a receipt, so I called and told them I would be at the location in the morning. I went in to the location the next morning and they gave me a receipt showing the fee was removed. When I returned the car I asked to make sure that I would not be charged for the insurance and they told me “no”. In November I received my credit card bill and seen that I was charged $40+. I contacted the branch several times and they told me they would have to contact corporate. So I gave them about a week or two and called back (because I did not ever receive a call back). In December when I called, I was told that my funds were refunded back to the card. I waited for my bill to come in and when it did, no funds were refunded. I contacted the branch several times again and on Jan 2nd I was told by the same individual, “corporate said that you wouldn’t be refunded because it was after a month. I cant give you a free upgrade on your next rental”. This was something totally different than I was told the first time, so I called the toll free number. I was told that a email was going to be sent out and I would be “cc’d” on it and if I did not hear anything back by Wednesday (1-8-20) to contact them again. I checked my email again to make sure, still nothing! I contacted the toll free number again and was told they were going to email the district manager and if I didn’t hear anything in 2-5 days then call back. This has been going on since October 2019 and it is now January 2020.
I have never had any issues (prior to this one) with this location or any other locations.
Rakim A., we don’t want you to be surprised by your rental charges and do our best to make sure that all charges and fees are itemized on your reservation. This team is happy to take a closer look at your rental in order to help however we will need some additional details. Please email Care@ Enterprise.com include your full name, contact telephone number, email address, exact rental office location, and your reservation and rental agreement number. Thank you! – Carol H.
November 11, 2019
This email was submitted to the manager of the Lilburn Ga branch and I’ve had no response.
Dear Paige,
I’m writing you concerning a recent experience with Enterprise.
I was driving a UHaul to Loganville Ga on November 1st. Around 3:30 I went on line and reserved a car to pick up at the Loganville office to be dropped off in Pineville Louisiana November 4th. I received an email confirmation of this reservation.
Within the hour someone from the Loganville office called and said that they were out of cars and cancelled my reservation.
I called Snellville (the nearest office to Loganville). I went through the whole process again and made a reservation. This isn’t the easiest thing to do as I had to listen hard to understand their English. Again, I received an email confirmation of this reservation.
I dropped off my UHaul at my storage facility in Loganville around 5p and someone who had limited time took me to the Snellville Enterprise to pick up my car that I had reserved!
Shortly after arriving in Snellville they told me they had NO CARS. I quickly called my ride that had already left because she was taking her kids to their softball game. She came back and waited in the parking lot.
I told them that I had a reservation and that I didn’t understand why there was no car for me. They said “Well they made the reservation but they didn’t confirm it.” I said, “but my email shows the confirmation number”. They didn’t comment, nor did they really show any concern or apology.
I asked the woman at the Snellville branch if she could call the next nearest branch to see if they had cars for me. She said “no, but I can give you the number.” I was blown away. I sat down in a chair in the office and called the Lilburn office. I began to go through the whole process of reserving a car for the THIRD time; as my ride was inconvenienced waiting outside.
At this point it was horrible rush hour traffic and it took about 30 minutes for a 10 minute drive.
I got to the Lilburn office and before my ride left I ran in to make sure they had a car for me. There was a line of people and I respectfully asked someone behind the desk to check and see if they had a car for my reservation so that I could tell my ride they could leave. The guy checked the computer via my name and then mumbled something to me. I said, “I don’t understand what you said.” Another worker behind the counter said sarcastically, “It’s an engine with four wheels that will get you to where you’re going.” A bunch of people in line turned and looked at me after she said that, and then it dawned on me she was just being really condescending to me!
As it turns out what the mumbling guy was saying to me was that they had a Nissan Serta. I said that was fine.
I went and told my ride she could leave that they had a car for me.
In leaving the lot in my “engine with four wheels”, I was hit with sun through a very nasty windshield. It needed cleaning on the inside terribly bad causing the sun to cause dangerous visual distortion.
In my opinion this couldn’t have been a more painful experience trying to rent a car from Enterprise.
When I returned to Pineville Louisiana I explained this whole ordeal to the return lady and she was extremely helpful, patient and kind. I asked her for a connect person to make this situation aware to. She gave me your email.
I am sincerely asking and expecting some compensation on this. I feel waiving the substantial “drop off fee” would be more than reasonable.
I have been kind to every one of your personnel through this whole experience. I am not the type to make a scene or be condescending, which is definitely not what I can say for the employees. I saved your company from a scene in the Snellville, and Lilburn office which was full of customers.
I own my own small business and know about customer care. Sometimes you just have to eat the profit to keep integrity.
I look forward to your reply.
Peggy Uebelacker
318-794-XXXX
Peggy Uebelacker, I assure you it’s never our intention to inconvenience a valued customer and your feedback is important in maintaining and improving service for all our customers. We like to speak with you further. To do so, please email Care@ Enterprise.com with the complete details include your contact telephone number, email address, rental office location and reservation number. Thank you. -Carol H.
John and Sharon Shepard
Garland, Texas 75044
01/15/2020
Who IS Running A Scam? Theft from the Consumers.
TO: Ean Enterprise Holdings, Inc.
600 Corporate Park Drive
St. Louis, Missouri 63105
Dear Mr. Jack Taylor:
We would like your office to investigate Enterprise which who we feel in running a scam on
customers like us.
We picked up an auto and dropped off our Truck to be repaired. The insurance Company stated they were going to pay the full bill.
We are finding out you Manger over the location at 4930 North Galloway, Mesquite Texas 75150(Ean Holdings LLC), is running a scam. THEY quote a price for the rental and tell you the insurance is paying for the amount. But it is not true.
I picked up my auto, and return the rental but later was charged which the issuance was going to pay.
For some reason this company is not following the procedures out line by the State of Texas guideline.
I am requesting an investigation to why the insurance company is paying and we have to pay the full-amount on a rental.
Thank you
Sharon Shepard(John)
cc: AG of Texas AG of St Louis Missouri BBB Channel 5 Investigative team
U. S. Depart of Insurance Appraiser
ANDREA SMITH
(469) 503-XXXX (Work)
Mr. and Mrs. Shepard, we assure you it’s never our intention to inconvenience you and we would like to address this with you directly. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and the full details so we can look into this promptly. Thank you. – Carol H.
I reserved a 7 passenger Van on November 19, 2019 at the 3600 S. Wilmington Street, Raleigh NC 27603. My Cousin Barry Leslie reserved a 7 passenger van on the same day at a location in Fuquay NC, his lease was for one week, mines was for 5days. He paid $321.00 for his I was charged $721.24! I spoke with the manager, Lawanda, she said it was most likely because I rented in Raleigh. Raleigh prices are higher. More in line with renting from the airport. The location I rented from was closer to Fuquay NC so that really does not make sense to me. I spoke to Justin when I picked up the rental and he was very nice but did not offer a real reason for the higher rate ( he also thought that it was a big difference). However there was a person in the Garner office by the name of Mr. Greg ( they call him Mr. G) he explained to me that taking advantage of folks was what Enterprise was in the business of. Now he was being funny, but at the time It was not a laughing matter to me, because I felt as if Enterprise did exactly that. I have rented all my cars whenever I travel from Enterprise…. however I will be locating a new company to rent from because to charge me one price and my cousin 1/2 of what I paid for the same car seems like price gouging to me. My rental agreement# 60849 Ref# 7T6Y2S, my Cousin’s name is Barry Leslie, and he rented a Chrysler from the Enterprise in Fuquay NC, I am sure you can locate his information to verify what I am stating. I am requesting that someone look into this matter and explain to me the difference in cost ( a real explanation) or refund my money all above what my cousin paid. This was a family trip and the mere fact that I overpaid really stressed me to the point, I almost cancelled the trip.
Jacqueline Yon, your feedback is important in maintaining and improving service and satisfaction for all our valued customers. We’d like the chance to turn this around. Please email care@ enterprise.com with your contact information, the rental agreement or reservation number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.
I have an issue that I have been trying to discuss with the branch manager of the airport branch in Montgomery, Ala. His name is Shed and the area manager Parker. The old manager that have moved to another state was very professional and will call the clients back in a timely manner. Everytime I called this branch they either would tell me he is busy, in a meeting, or that he would call me . I have been awaiting for either the area manager or the branch manager to call me for 3 days. My company have a company account with other companies but I choose to use Enterprise. This is first time I have had an issue in the 15 yrs I have used the company. I must say now the customer is always first at Enterprise is no long true. They no longer care for or value the customer at least at this branch. The experience I have had at other branches has been the opposite. I think since the old management of this branch and area is no longer there , the customer service have taken a very drastic hit for the worst.
Ron Carter
Ron Carter, thank you for your comments and feedback. We’d like the chance to help you out. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.
I was a passenger in a rental 10/15 to 10/18 at the Reno Airport. I left my jewelry case in the back seat. It was under my jacket. Grabbed the jacket left the case with a substantial amount of jewelry in it. I filed a claim, to no avail. I have made several calls, most were courteous & civil albeit superficial. However today when I asked if the cleaning crew was actually asked about the jewelry I was told employees aren’t searched or interrogated. That wasn’t what I asked…common courtesy and customer service would dictate that the manager ask the employee about the item since the customer has filed a claim and called several times. Anyone reading this can guess what happened but I still would hope that someone would inquire for the sake of honesty, customer service and company integrity It’s disappointing that your employees treat a customer’s anguish with such disregard, especially when reviewing the list of “found” items as being inexpensive, nothing on the recent list is of high value and suspect.
Ms. Snow, thank you for your review. When you file a lost item report the team at the airport lost and found team will conduct a search to see if they have a match. When a match is placed in the system, you receive an email and phone to notify you your item has been found. From the email, you can chose to ship it back, pick it up or donate. If a match is not found, you will get an email every few days for a month stating we continue to look for your item but have not found it yet. In addition, you can log on and check the status. Take care! – Carol H.
http ://bit.ly/29HbDJs
I reserved a car from the Manteca branch on Wednesday, October 16th. (Rental agreement # 469443). I told the agent that I needed the car from Friday, October 18th until Sunday October 20th. I told him I would have the car back on Sunday. I picked the car up and told the agent I would have it back on Sunday. I took the car back on Sunday and then found out the Manteca branch is closed on Sunday. Not one person I spoke to told me the branch was closed on Sunday. So it seems I paid for another day of rent as the car sat in my business garage all day Sunday. For this I am rather displeased. It would have been nice if your staff in Manteca had told me that they are not open on Sunday. Due to this I paid for a day of rent on a car that I did not use as I thought I could return it on Sunday. The person I spoke to at the branch about this rather sternly told me that the Manteca branch’s hours are stated on line and on the door. This is the first time I have rented a car from your company and did not even know what to expect. I would think that when I tell two people I would have the car back on Sunday that at least one of them would tell me that they are not open on Sunday so I can make arrangements at another branch that is open on Sunday and save a day’s rent. When you train your employees do you teach them to do this? If so I think that that is a shady business practice. So I paid for a day of rent that I did not use the car as I was good on my word to return it on Sunday. If you have actually read this far, thank you.
Bill Meadows
Owner, Bill’s Alignment & Brake
Bill, we appreciate your feedback and will gladly pass this along to our management team. We’re happy to speak with you further about this. To do so, please email us at Care@ Enterprise.com with the complete details, your contact telephone number, email address, exact location, and any rental agreement or reservation numbers. Thank you. –Carol H.
I reserved a rental car and was scheduled to pick it up 09/21/19 at noon. I got there about 11:30. Lights were on, door locked. Called the local number and could hear it ringing. About 12:25 the agent arrived with a van of people picked up at the airport. Including them there were about ten waiting to be served. She was smiling and undaunted by the “mob.” Everyone was taken care and her smile became contagious! We were all pleased and left smiling. Your agent, Haliegh Westman IS A KEEPER. Friendly, courteous, efficient. Would be an asset to corporate.
Mr. Morton, thank you for the awesome compliment. It’s great to hear you received such great service from Haleigh. I’ll be sure to pass this along to the Gillette location’s upper management. We look forward to seeing you next time. –Carol
Would like Enterprise know they have a great manager, Kyle running the rental location in the Dalles Oregon. We rented a car from Kyle to do some weekend site seeing and he was extremely personable.
Even called us Friday night at 6:00 to make sure our car was what we needed for the weekend and check that everything was going well. Customer service was above and beyond what we have experienced in any industry lately. Much appreciated. Local management should keep an eye on Kyle’s commitment to Customer when considering other positions and promotions.
Respectfully
Kevin and Marcia Stockdale
Lake Stevens Wa
Mr. and Mrs. Stockdale, we are very happy we could provide you with a positive experience! I have passed along your comments to the team at the Dalles location. We hope to see you soon! – Carol H.
I gave this Enterprise Rent-A-Car location one star only because there is no zero star rating offered. They have horrible communication skills and have horrible costumer service.
To begin, I was renting a car after being involved in a traffic accident.
I was suppose to pick up the vehicle on 03 September 2019, but had told the customer service representative that I was working and could not get to the site until later in the day or even early the next morning. He told me that would be okay and not to worry.
On 04 September 2019, I arrived at Enterprise in Layton Utah to get the rental car. At first, the representative could not find my reservation. At this point, I should have known the experience was not going to be good. After calling over the manager, Brittnie, she found my reservation, but then told me she did not have a car for me.
Brittnie stated that because I had not picked up the rental car on the 03 September, it had been rented to someone else. I asked her if she could give me another car. She stated, that she could not give me another car until sometime later in the day. I explained to her that I was leaving town on business and needed a car before 12:00. She stated, I cannot do anything for you.
Brittnie never called any other Enterprise locations, of which there are several in the area, to enquire if they had cars available, she never offered any kind of solutionHorrible, Horrible, Horrible after a decade of renting from Enterprise I am highly disppointed in the service I recieved from Garret the manager. to the problem, but instead did nothing but stare at me and said sorry.
Horrible, Horrible, Horrible after a decade of renting from Enterprise, I am highly disappointed in the service I received from Brittnie and her staff. I think they were sending me a message that they didn’t want or care about my business. “Message received.”
Mr. Ingram,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Utah Regional management so they can review your experience to see how improvements can be made.
Thank you for taking the time to let us know how we’re doing in Layton.
Respectfully,
Carol H.
Social Monitoring
Today I returned a car I rented from south bay road in Dover, DE for 2 days. I only drove it to work while my car was being repaired. When I picked it up I walked around the car with the rep Xavier A. I did not see any damage and he did not bring anything to my attention. He is approximately 6 feet 2. On return of the car the person who was checking me out, Melanie P. (who turned out to be the assistant manager) went to examine the car returned and told me there was a dent in the hood. She had opened the door, stepped up on the side and looked at the roof of the car. I had never seen anyone do this and I have rented from enterprise since 2001. She went out to the car with someone else who was leaving and I saw that they looked like they were hunting for something. They stepped back 3 or 4 feet from the car and finally came to the conclusion there was a dent. Instead of waiting to speak to the person who rented it to me and investigate, She tells me there is a dent. I go out to look at the car and I couldn’t see it. She said I had to step back and see it at the right angle and admitted she had a hard time finding it. The finish was perfect. There were no scratches or anything that suggested impact. I finally found the spot after stepping back 3 feet and cocking my head at various angles and then I had to run my hand over it to make sure it was there. It didn’t look like a dent but an imperfection. She shows me a gauge and tells me it’s a dent by their standards. I told her the car was driven to work where it sat in a garage and driven home. She also said all enterprise employees were trained to inspect a car in the same way. That was the first time I had ever seen that in the absence of obvious signs of damage and there were none. She insisted it was damaged and I signed the contract saying there was none. When Xavier arrived he told her he had seen it but didn’t note it. I was told that all employees are trained to inspect all the cars the same way and the car never should have been rented in that condition. My question was, if all employees inspect in the same way how did it leave the bay in this condition? I was there when it was pulled out of the bay after being cleaned. If it was truly a damaged car they would not have and should not have released it for rental. She said it was over since he admitted he had seen it. It was not over because she jumped to blame the customer first instead of first making sure her company was not at fault. I can’t speak about Enterprise policies but it seems they need to have quality control focus group. I told her if they tried to make me pay for that we would be talking through lawyers. More importantly depending on the angle you looked at the car it looked like an imperfect roof. If you have to look that hard for damage – is it really damage? It was nothing more than an imperfection. When I asked what would cause it she said many things but couldn’t give me an example. I told her the car is in the same condition as I picked it up. There weren’t even cat prints on it. I took pictures of the car and the paint was flawless. I found that to be unreasonable. I will follow this up with a letter with pictures to the corporate office. Enterprise should not be shaking down customers over things that can’t be seen without climbing on top of a car with a neutron microscope. Managers should -* important *- check with your company employees before threatening to charge customers.
Who ever reads this please answer the following questions:
1. Do customers have to climb on top of the roof to look for dents?
2. Are you really going to call a body shop to pound that out? (you really should look at the car. It’s a dark blue Chevy Impala.)
3. Do customers have to bring an auto-body specialist to inspect a car before renting?
My contact information is on file at the Dover, DE branch. I would love to hear from you.
Ms. Cousins, we’d like the chance to address this with you directly. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.
marisa_mason@ yahoo.com
To whom it may concern:
Please read this e-mail in its entirety.
Regarding:
Account # FC10001560566
Renter: Robert Stallion
Drivers license: 20841889
Rental Agreement # 845075727 Invoice # 90118729679
Please ensure this e-mail gets into the hands of the appropriate Corporate Customer Service Department Manager.
As an employee of USAA, I have had many interactions with Enterprise locations across the country with our members. Not all the best, but NONE as horrific as my own personal experience this past week.
Robert Stallion and I were traveling from San Antonio, TX to visit family in Florida. We arrived to the Enterprise desk at the Pensacola International Airport on Thursday, August 22 around 1230pm. We had made our reservation back on June 24, 2019 and planned on a quick in and out experience. The gentlemen assisting pulls up our reservation and notified us that Robert Stallion was on the “do not rent list” for an issue from 2017. We immediately knew exactly what they were referring to and quickly showed our proof the issue had been resolved over a year ago! The employee at the front desk told us there was nothing he could do and we had to contact an Account Service rep from the Enterprise Holdings, LLC South Texas Division located at 1505 Harry Wurzbach San Antonio, TX 78209 at (210) 283-3811. While at the desk we called the number and a rep named Valerie answered. We told her we were at the rental desk, asked for the Account Specialist and she sent us straight to a general voicemail box. I called back again and asked for a live person because we are currently at the rental desk and needed immediate assistance. She told me every single representative in that department was out to lunch and I was transferred again to a voicemail. I left a detailed message with my call back information letting them know we needed immediate assistance and needed a call back. This voicemail as yet to be returned.
The employee at the front desk said if they can determine is was an Enterprise issue they should be able to remove Robert from the list ASAP. We had a group of our family and friends waiting so we decided to go have lunch while we waited for a call back from someone who could help. During this time Robert Stallion made a call to his mother Jamesetta Stallion-Head back in San Antonio, Texas. She had to leave work to go to the bank and get a copy of the cleared check and receipt confirming a cleared balance. We confirmed Check # 3275 was sent to Enterprise Rent-A-Car at 1505 Harry Wurzbach San Antonio, TX 78299. The Account # FC10001560566 balance of $137.22 was paid on 01/16/2018 and was cleared by Commerce bank.
I called back again multiple times between 12:51pm – 3:18pm with no response. I’m sure you can imagine how frustrated I am by now. The same representative, Valerie, finally answered again and very rudely told me “every single person in that department is now in a Corporate meeting and they won’t be available till tomorrow”. I told her I could not be stranded for over 24 hours and she responded “there is not one personal available to help you, they are all in the meeting” and again sent me to voicemail. I left another detailed message with my call back information asking for help. This voicemail has yet to be returned.
In total disbelief, I then contacted the Enterprise Corporate Customer Service office at 1 (855) 266-9565. I was looking for any help possible! This representative did listen to my frustration and empathized with my immediate need for assistance but was unfortunately also unable to assist. I explained we have proof this has been resolved and needed it corrected immediately. He did offer to send me to a customer complaint department and transferred me to yet another voicemail. I left a very detailed message with my call back information and voiced my need for immediate assistance. That voicemail has also YET to be returned.
We knew the “outstanding balance” was due to a reservation from 2017 at the 13303 Nacogdoches Rd San Antonio, TX 78217 location. Our next step was to contact this location in hopes of a resolution. We were able to speak with branch manager Dwight Moody who was the FIRST person to offer any type of immediate assistance. Although this issue had nothing to do with him specifically, he took the time to try to get in contact with someone at the (210) 283-3811 number provided and was also unsuccessful is reaching someone. He was able to get in contact with a Jessica in the Risk department but she stated it had to be someone in accounting to remove the DNR. At this point we had been in Florida for over 4 hours with no resolution. He could hear/feel our frustration and recommended us to go to another rental company since no one could help us. He asked we sent him out proof via email to Dwight.E.Moody1@ ehi.com.
By 5pm he was able to forward the proof of payment to Katelyn Lopez in the accounting department at Katelyn.A.Lopez@ ehi.com. She replied the following day around 10:30am stating she would need to get with the Accounts Receivables Clerk to verify where this check was receipted to because it was not showing applied to Robert’s Account # FC10001560566.
August 23, 2019 at 11:41:58 AM CDT, almost 24 hours since this issue began we finally had a realization from Katelyn when she confirmed the payment had been taken in January of 2018. She stated Robert would be removed from the DNR. We then were told we would have to drive BACK to the Pensacola Airport location to add Robert as a driver on the reservation. As if taking out 24 hours of our vacation was not enough already!!! At this point we had zero confidence in the Enterprise employees or communication system so we asked Katelyn to give us written confirmation. She repliedte following: We just spoke on the phone about Robert Stallion being on our Do Not Rent list. I want to re-assure you that we have confirmed payment was taken and he will be removed off of our list today. I apologize for the inconvenience. Thank you, Katelyn Lopez Staff Accountant Business Management – GP52.
The length of this correspondence does not even begin to exhibit the amount of frustration, embarrassment and vacation time wasted we experienced with Enterprise. You put a damper on our atmosphere right as we landed, you took hours away from our vacation that we will never get back, you inconvenienced Robert’s mother back home in San Antonio and you completely embarrassed Robert and I in front of friends and family. I can’t even begin to explain the level of disappointment this experience has left me with a reputable company like Enterprise. I am not even confident I will get a response considering the amount of unreturned voicemails I have left. We are left completely upset and empty with this experience meanwhile you were very quick to withdrawal the $415.18 due to make Enterprise whole. And all
of this over a $137.22 check that you did not apply correctly.
When we turned our rental vehicle in we were too upset to speak with someone at the Pensacola international Airport desk and I’m sure there would be nothing they could do anyways. I am reaching out to you now with my story to provide experience feedback and provide a opportunity for Enterprise to make this right. At this point, the only thing you can give me back in my money spent. I DO NOT want a resolution or credit related to any form of a future reservation because I can assure you we will never be renting with Enterprise again. I do not want to risk being added to also being added to a “Do Not Rent” list and go through all of this embarrassment again. I am requesting a refund of $415.18 be issued back to my account as soon as possible. I am happy to provide the card information if necessary. It would be associated to Rental Agreement # 845075727; Invoice # 90118729679. You will also notice they spelt my name wrong on this reservation. It should be Marisa Mason.
I have spent enough time and energy with Enterprise regarding this topic and feel a refund is a reasonable request. If you feel this is not already enough information to justify a refund I am happy to speak with a manager or anyone who will listen. You will see I have also provided some of the representatives involved who can attest to the actions, timeline and provide additional details of necessary. A simple notification advising my refund will be processed is the only response necessary.
Should you have further questions I can be reached directly at 210-848-XXXX.
Thank you for your time and understanding,
Marisa Mason
Katelyn.A.Lopez@ ehi.com
Dwight.E.Moody1@ ehi.com
jamesettahead@ gmail.com
1starfabrications@ gmail.com
After being treated the way I was by this company and reading some of the many complaints you have received. I think that sharing this on social media can help keep this from happening by people know longer using Enterprise for transportation.
I had an event to attend that was a hour and a half from where I live. My car is being worked on so I called Enterprise to arrange for a car rental. Spoke to a gentle man and was told what I would need in order to get a car from them. First was a $250 deposit, valid drivers license, witch I have second was two items used for proof of address. There list was utility bill in your name, phone bill in your name, recent check stub and or insurance papers. I had the $250 deposit the insurance papers, due to the fact that all the utilities or in my husbands name, because when we married I moved into his existing home , I am a homemaker therefore I have know check stub, I had the valid drivers license. I told the gentle man that I could go to Boost Mobile, my cell phone company and get a print out of my phone bill was told that would be great to just go to my local office take all my paper work and I would be on my way. I spent the day making all the arrangements to leave town. Spent the money to have my hair and nails done made arrangements for someone to care for my dogs had someone drive me to the other side of town to pick up the rent a car to head out to my event. seeing as how I had already been assured that I had a way to get there , I did not try to make any other arrangements. I got there gave all the paper work that I as told I would need and was informed that the bill for my phone would have to be a home phone therefore was not able to have use of one of there vehicles. After disputing the fact that I as told by one of there employees that I had what I needed and stressed the fact that they knew it was a cell phone bill that I would be getting and since the calls are recorded they could verify the conversation. I spoke to someone at customer service and was still turned away. So therefore I had to miss my event that I had been planning for weeks. Not a happy person.
Enterprise SCAMMED me…
July 2019 through Costco Car Rental I rented a car for a week and a half summer trip with the family.
I selected Enterprise Car Rental.
Rental car site is 1161 University Ave W. St. Paul, MN 55104.
The day before departure we received a courtesy call from Enterprise to inform us the car would be ready.
7/11/2019, Thursday, 7:30am we arrived on site.
There were 6 cars, maybe, in the lot.
Our “intermediate” car rental was a Altima/Nissan.
The rear license plate was in shreds; the plastic covering the plate ripped off.
The fuel gauge reading was below 1/4 full.
The sales attendant said to bring the car back on empty!
Never heard that statement before and I have rented 10s of vehicles.
I refused that car as I didn’t want to be stopped by Highway Patrol for a broken license plate.
Only one other vehicle was available.
One of the two keys worked – attendant did not know how to change the key fob’s battery.
Fortunately the one fob worked during the trip.
The starting fuel gauge was at 3/4 full.
We returned the car with a full tank.
The mileage on the rental car was +56,000 miles.
Never have I rented a car with such high mileage!
200 miles from St. Paul, MN the front dash displayed low tire pressure in the driver’s front tire.
We filled the front tire and checked the other tires.
Other tires OK.
The driver’s front tire was always 5# pressure less than the other 3 tires.
We arrived at our destination the next day.
The car sat unused for two days.
Flat tire!
We were 30 miles from the nearest town.
Getting a repair truck to replace the flat tire with the spare tire took several hours on the phone.
Enterprise AAA did not in inform us what to do next: get spare rental car from Enterprise? Not! Buy new tire(s)? Not! Repair flat tire? Not!
The next day I spent more hours on the phone with Enterprise.
I was told that only the Enterprise in St. Paul MN – where the car originated the rental from – could help me.
Enterprise St. Paul, MN seemed reluctant to help.
Their Lunch/Break time?!
We carefully drove the skinny/tiny spare 30 miles to town where the repair shop pulled a nail and plugged the flat tire for $18.
We discovered broken glass all over in the trunk where the spare tire was stored, and mice droppings everywhere!
Upon returning the rental car to the Midway St. Pau, MN location, the sales attendant with a pad computer lingered over the passenger rear tire area.
The sale attendant claimed we damaged the vehicle’s rear rocker panel as it was not noted in the vehicle’s computer history.
Again with the 10s of vehicles rented I have never damaged a car.
I feel this a SCAM Enterprise uses to get more money from customers.
To my knowledge we did not damage the car.
Their computer gizmos, they own, they can alter.
FRAUD!
Do not do business with this company.
From reading the above comments many others agree with me.
I did contact COSTCO to inform them of the POOR SERVICE I received from Enterprise.
As a COSTCO member I do not believe Enterprise should be promoted and used as a car rental option.
I made reservations for a car a few days in advance. Upon calling to confirm with me, the young asked:” you do know there is a $250 deposit don’t you?” How she said it was as if I couldn’t afford it. I did not say anything but ”yes I do.” When I arrived the next morning, during the walk around, a lady scanned my card outside, said her pad was broken, had me sign anyway. She then says she needs to use the cc machine inside and went to scan again. I assumed she was correct. However, 30 mins later when I checked my bank account I noticed she charged me twice.
I called immediately and informed them of this and let them know that I am headed out of town on business and I’d need them to fix this horrible mistake asap. The lady who was not the lady who scanned my card but another. She wouldn’t give me her correct name or the right phone number for corporate as if I couldn’t locate it myself eventually. She just didn’t care. She put me on hold for 10 or more minutes, then came back and told me she didn’t see but one charge. I aske if she wanted me to send a copy from my bank. She said she don’t care what I send or who I talk to. These kind of people have no business working in the public.
She refused to even hear my concerns, very nasty and rude human being. I called my bank and they reversed one of the charges and will investigate. My bank also said that it’ll take a few days to deposit back into my account and if enterprise would have been professional, they could have reversed it and it been returned sooner. The Peachtree City, GA location has been going downhill for a long time. I will complain and post everywhere I go about this. My children were with me. We had to cancel some of our plans while we were out of town and didn’t get to enjoy our mini-vacation.
I am utterly disgusted with these unprofessional, tacky so called managers, people or whatever‼️ Thanks for ruining this for my children. Nearly $700 on hold from our plans and nobody even tried to care. Plus there is an erroneous charge for $35 worth of gas when I returned it this morning. The gas was well over where it was supposed to be.
Disappointed,
Sent from my iPhone
A rental car from Enterprise was provided to me while my car was being worked on. I was told my car would be ready in 5 days. The guy who brought the car to me tried to pressure me into buying the $18 a day insurance. He said that if I even put a scratch on it they would bill me my deductible. He said he had one guy who had $1000 deductible and his daughter put a ding in the rental car so he was billed $1000. When I refused it because I have coverage on rentals with my own co. and I had to initial that I refused it, he said, ” this is where you initial that you will pay the $500 even if you scratch it.” This was just an outright scare tactic and lie! The car was filthy, bugs on front, dirt on sides, crumbs in between the seats, dog hair in the back seat. Never again will I step foot in an Enterprise rental! Can’t believe they say they are ‘premier rental company!!’ Awful experience!!!
Just finished reading an article about a new push towards enhanced gun control laws and see your company will no longer support he NRA. As you should know the NRA supports 2nd Amendment rights for all Americans. I use Enterprise exclusively and as a result of your new political statement against gun rights I will no longer use Enterprise.
It is disheartening to see corporate entities get involved in such matters. The proposed enhance background laws will do nothing but give the government a method of tracking lawful gun owners which I am opposed to and do nothing to improve safety.
Gun control doesn’t work. The city of Chicago is the poster child for this type of legislation and look at their record.
Again, I will not use your company as a result of your political activism.
Mike Brawner
I rented a car from Enterprise through an insurance company (my car was hit by someone and it was in repairs. I was entitled to a rental car. Since my body shop D and V Auto Body in Dulles, VA uses Enterprise I choose the company.
The car provided to me was a very good condition but I was cheated.
The person who got the car to me sold me damage protection plan and mentioned that it was $18.99 one time charge. I agreed to get the plan ($18.99 for the duration was ok).
When I have returned the car back I am getting bills to almost $300.00 and when I called Enterprise today to find out I was told by Mark Nordgren of Dulles or Sterling, VA (not sure where). Does not matter. He was rude and mentioned that his person had informed me about the daily charge (total lie).
I was told one time charge only for $18.99. He was rude on the phone and I mentioned that it was a conversation between the person and I versus he was not present at that time. How can he vouch as what was communicated.
He was rude and told me to settle in half of the amount (beggars are not choosers) I had to do the same. He also mentioned that I signed the papers and yes I did but on a blind faith. (How many times you all have read the contracts in your life just think about it). Never–you go with good faith. He also mentioned that they train their people and I am sure that the training is for how to lie to the customer and get away with it.
It is a shame that a company of this repute does all this type of act. Maybe your CEO Needs to step down (when the ship is at fault it is the captain who is to be blamed). I run a customer service business of Federal Contracting and if my staff does any of this they will be fired on the spot. SHAME to your organization (one bad apple–no wait a minute –2 bad apples –The guy who got the car to me and Mark Nordgren).
I am going to dispute these charges with my credit card company and just pay for 1 charge of $18.99 for which I am responsible.
I even offered to pay the 1/2 and told him to compensate with any coupon form your company but he refused and promised me an upgrade next time. I do not rent vehicles from anyone locally (I own 6 vehicles of my own).
What is correct is correct and I have been cheated.
Horrible Horrible Horrible. I am disputing and going ahead with Federal Complaints if I do not hear back from your company. No political promises please.
I have read above many bad reviews and I was not wrong–your organization does have problems. FIX IT.
You can reach me on my cell 703 587 XXXX—Danny
Carol L. Evelyn
Fredericksburg, VA 22401
lox928@ yahoo.com
Customer Support
600 Corporate Park Drive,
St. Louis, Missouri 63105
RE: Personal property not returned, Reimbursement for groceries, poor customer service
To: Enterprise Corporate Offices
The purpose for writing this letter is to get my possessions, compensation for loss groceries, and make Corporate aware of my poor customer service experience.
On or around June 11, 2018, I was in possession of a Toyota Camry that was rented through Geico and Radley’s Collision. After grocery shopping, I placed my purchases in the trunk of the vehicle and return the shopping cart to the cart coral. Upon walking back to the Toyota Camry, I realized I had placed the keys/fob in the trunk. Immediately I felt underneath the edge of the trunk for the release button, but there was none. I own a Nissan Altima and the trunk release works when the car keys/fobs are in part of the interior. Once I realized this was not the case with the Camry, I called Enterprise to let them know I was locked out. I was given the roadside service number. After about 1-1/2 hours a company came but only equipped with locksmith tools. He called his dispatch/co-worker in an attempt to research and open trunk from the back seat. The dispatcher/co-worker informed him that this model Camry doesn’t have a way to gain access with out dismantling the back seat. The roadside service operator advised me to call back and tell Enterprise and or roadside that a tow is needed and possibly a specialist at a Toyota dealership or maybe Radleys. I contacted local Enterprise and Roadside service. I was told that the information I gave them was being documented and the tow company will contact me directly. In less than 30 minutes a tow company called me and said he was finishing up with his last customer and then he would be on his way to me. Two hours went by and no one came I called the local Enterprise, Ramon advised me that they have no control over the tow company, but I should stay with the vehicle. At this point I was there for over 5 hours in the dank atmosphere. I was dressed for summer; sleeveless top and shorts. It rained off and on during the entire ordeal. Another hour or so passed and still no tow company, so I called Geico and explained my situation and ask if I can get a tow for the Camry back to the Enterprise or where ever Enterprise wanted it towed. The Geico agent placed me on hold and called local Enterprise to request permission to tow the Enterprise vehicle. The representative at the local Enterprise declined offer and denied Geico permission to tow, stating it would have to be towed by their tow affiliate. During the entire time no one called to check on me. I watched shift changes at the Giant Supermarket. I had Giant employees (whose phone I used because my phone needed charging) making comments or asking me: Enterprise didn’t send the tow company yet? You’re STILL here?! Do they know you’re in the rain? Have you eaten? And more. These notes of concern were never extended to me from any enterprise employee.
I was fed up after the hours of waiting. I called the local Enterprise and ask Ramon (or another gentleman), when will someone come and open vehicle, I just want my things and to go home. At that juncture, I began to list off personal items and groceries in the Camry. The person I spoke to on the phone assured me that I would be reimbursed for my things if the Camry could not be opened today. I asked, what do you mean? Because at no point was I told I would not be getting my possessions, I was promised it was going to be taken care. I asked Ramon what action has been taken to make sure vehicle gets opened today. I told Ramon what first tow company guy did and his suggestion. Then and only then did Ramon say he would contact local Toyota dealership to see if he can gather information on how to open the Camry. Out of frustration and disgust, I called back the 2nd tow operator on the number he called me on when he told me I would be next. He told me he could not deal with me right now. He asked am I the tow going to Alexandria. I told him no, I live in Fredericksburg. He said he was told it was going up north and he would not be taking on a passenger. Still without a solid ETA I called local Enterprise again and explained what the 2nd tow operator said and that it appears to be no end in sight for me. Again, he proceeded to tell me there is nothing he can do about the tow operators timeline. This is while knowing I’ve been out in the elements since @11:00 A.M. Ramon informed me that car may be towed to Sheehey. I told him I am freezing and hungry and I was about to call my sister to pick me up since no one seems concern about my well-being. I reminded him that I had a Geico tow and they refused it. He told me to om in and he will put me in a comparable vehicle and assured me as soon as humanly possible I will get my personal possessions and he will look into steps to process my reimbursement for the perishable groceries.
It is now August 13, 2018, I have been the only one calling. I have called local and nationwide Enterprise and all I continue to get is promises that a manager will call me or that this issue is being escalated. I have made over 20 calls about his issue and I have not received 1 call back from ANY Enterprise agent to date. No one has even called to say your items are being stored in location A, please pick up in the next XYZ days. Ironically, I would have considered that scenario as poor quality customer service, unfortunately Enterprise has lowered THAT bar. Two weeks ago, I spoke to someone at the local enterprise she promised that before close of business she will have the answers I am seeking. She claimed Enterprise is under new management and she is a new employee. Further she stated there is no record of my ordeal. Last week I called back because neither manager nor local employee called. I ask local agent about her follow through. She mentioned she has a handicap placard there and told me expiration date is March 2019. I told her my placard expires March 31, 2021.
I trusted Enterprise and their agents to do the right thing and two months later, I am still trying to retrieve my possession. Hopefully, this hands-off approach is not standard operating procedure for Enterprise. I have not inflated anything… all I want are my possessions left in the vehicle and the cost of the groceries I was unable to retrieve. I was given reasonable expectation that I would get my things back. It just looks like Enterprise is the big bully in the playground and strong armed the weakling and took all his valuables without remorse. I am a retired teacher taking care of my young adult son with special needs. I have limited resources and would like to be compensated for items towed away to an unknown location. From my recent experience indifference and apathy seems to be the new standards of Enterprise.
In summary, I just wanted to add, prior to this Enterprise experience I have only rented through Enterprise (where available). Whether I resided or visited in New Jersey, Virginia, Texas or Kansas, I’ve always used Enterprise as my default rental company. In fact, my current Nissan Altima was purchased through Enterprise Car Sales. This experience has changed how I view enterprise I used to brag and recommend Enterprise. I am so disgusted that after two years of brandishing the Enterprise logo on my vehicle’s trunk, front and back license plates, I have removed them. I am outraged at the poor quality of care (more appropriate Enterprise’s Don’t Care Policy) that the local and national Enterprise provided.
Please correct my issues addressed in this letter and mail my possessions and reimbursement to the above-mentioned address.
Respectfully,
Carol Evelyn
Enclosures: Copy of register receipt & List of personal Items
7/3/2019
Good Day,
I want to lodge a complaint against the Enterprise Rental Car Agency in Gillette Wyoming. I booked a reservation on July 26th with this agency. I have a confirmation email/number for this reservation (Confirmation Number: 1945963160). I received a call July 30th while at a conference for work. I was told that due to hail damage to the fleet in Gillette there may not be a car available for me when I arrived on Friday Aug 2nd. They would call me back on Thursday Aug 1st. When I had not received a call by noon of Aug 1, I called to check on the status of my reservation. I was assured by the person I spoke to at the Gillette Enterprise I would have a car waiting for me and to look for the person with the Enterprise sign when I arrived. The agency had received their fleet of replacement cars and I was good. On Friday, Aug 2nd, after a delay in Denver of two hours I arrive around 2 pm. When I saw the Enterprise driver I walked over to him and was asked if I was Milo as he was told to speak with Milo as that was the only name he had. When I asked him about my reservation he said he didn’t have any information about a rental for me. He said that Enterprise had made arrangement for Milo with one of the rental agencies at the airport. Nothing had been arranged for me at all. I had NO notification at all. I was not able to rent a vehicle with Hertz, the only one of the two airport agencies who had cars at the time as they do not take Visa/Debit cards, only Credit Cards. I do not have any CC’s. When I called the dealership in Gillette and told them what was going on and what were they going to do for me since this was unacceptable to leave me with no transportation as they had done,they put me on hold and then came back, told me they had nothing to rent as they had been instructed to rent only to the locals who had insurance claims due to hail damage. Also since I have only a debit card they couldn’t rent to me since they only take credit cards which is a lie. I have rented from Enterprise in Idaho after flying in from AZ where I currently live and they took my Debit/Visa card with no issues. Also I looked up on your corporate webpage the payment options and not only was debit cards acceptable, many other options to include money orders are acceptable. So I was lied to by this Enterprise agency numerous times. The lack of communication, customer service and company accountability to a confirmed reservation is the worst ever. I will ensure that this treatment by Enterprise is spread out on every social media form I can get to. This is extremely poor customer service and I will not tolerate such treatment. I have dealt many times with Enterprise but this ends it.
Vera Taylor
Dear Ms. Pamela Nicholson (CEO),
I write this message to give accolades to Ms. Ruth Malone, manager of your
downtown branch in Jacksonville, Florida. I encountered a slight problem in obtaining a rental car. Ms. Malone was patient with me and worked out the problem so that I could rent a car. She was very understanding and empathetic.
She is a great person as well as a great manager. By the way, the rental car was beautiful. I wish I could have kept it. Thanks to Ms. Malone and Enterprise for making my experience a very pleasant and enjoyable one.
Sincerely,
Mr. Jerry Fields
To whom it may concern:
My name is Robert F. Wood. I am the C.E.O. of Aeroman, Inc. I travel on business on a regular basis and rent cars frequently. I recently on Friday July 19, 2019 needed to rent a car in Palatka, Florida. I went to an Enterprise location at 500 Reid Street, Palatka, Florida 32177. When I went into your location I was greeted by Andrea Adams. She welcomed me with a smile and was very professional and courteous. She not only had me to take care of but was very busy also. She took care of my requests and then continued to help someone else outside that needed her assistance. She is a very good role model for your company.
I then needed some additional assistance and I had the pleasure of working with Derian Fraga and Travis Crawford they also were both professional and courteous. Travis went out of his way to make me comfortable and aware of the rental car’s features. He’s a very good man.
I’m writing this to you because I travel a lot. I see many of rental car companies and never receive such professional friendly courteous service. I believe that these three employee’s need to be rewarded for a job well done. These three employee’s would be great in training new additions to Enterprise’s family on professional, courteous service.
This was the first time I ever used Enterprise but not the last. If all your employee’s live up to Andrea, Travis and Derian’s you have my business for life.
Sincerely yours,
Robert F. Wood
President/CEO
Aeroman, Inc.
139 S.W. 51 Terrace
Cape Coral, Fl. 33914
To Whom It May Concern:
I am an extremely hurt, frustrated and disappointed customer. I rented a vehicle from your company on 7/6/2019 for an entire week. I original gave the employee my debit card ending in 2269. The card was declined because I had a block on it and forgot to remove it. I then gave the employee my Verve MasterCard credit card ending in 7226. On Friday July 12, 2019 I returned the vehicle to enterprise Ferguson, Missouri location. While returning the car I was almost in an accident with one of your employee’s that washes the vehicles. Then to make matters even more difficult you charged my debit card $268.29 along with my credit card $956.58.
It went from bad to worse from this point. I contacted your Ferguson location and spoke with Emily who was rude and unprofessional by stating that I didn’t know the different between a debit card and a credit card. Emily gave me the telephone number to David Williams 314-506-4800. I left him a message still waiting on a return call.
So, I processed to contact the location again and spoke with Clayton (mgr) who informed me that $478.29 was returned to my credit card and I was charged $268.29 on the debit card. Which at that point I told him was unauthorized. Further explained to him that my checking account is in a negative status due to this, he didn’t care which add more insult to injury!
The $268.29 that your company has taken out of my checking account was a portion of my rent payment and to get my disable daughters medication. Which I can’t get at this time so, I began to contact Ms. Convy (regional mgr) 314-486-8597 several times to attempt to get some type of resolution to this nightmare.
Ms. Convy returned my call at 7:00p.m. Which at this time my bank and credit card company are closed. I processed to explain to her the issue. At which point I informed her that if my daughter has to go to the hospital because of this your company will pay her medical expensive since I can’t get her medication. Since you decided on your own to charge my debit card without consent, she stated you are not paying them. I asked for her mangers name and telephone number. She gave me Andrew F and said she didn’t know his number and he couldn’t do anything more than she could and she’s the regional manager of this area. Ms. Convy indicated that Mr. Andrew is out of the office and will not return for a week. I told her I still would like for him to contact me in regards to this matter. I asked her for a fax number and she said their’s not a fax machine. A major company such as yours doesn’t have a fax machine right! I work for Centene Corporation and we have a fax machine on every single floor of our building.
I also contacted your call center and spoke with several individual who refused to transfer me to supervisors. So I continue to call back and spoke with Cynthia, Mary and two other ladies. Only to be told they will forward my concerns and I will receive a call back. In the meantime I have to watch my daughter who is sick get worse. On top of it get charged $34.00 insufficient fund fees per transaction from my bank. All because your company charged my debit card and no one will take ownership of it and return my money. My credit card has been frozen because it has the same amount being deducted twice.
I have emailed several individuals in your company in an attempt to try and get resolution with this issue. I read several reviews where people have stated that your company over charges them and you just get them the round away. I truly understand their pain now, because I am now living the nightmare. I will NEVER EVER rent another vehicle from your company again. I have emailed the following individuals and will continue to do so until someone calls me back.
My email has gone to the following individuals:
1. Rick Short
2. Brice Adamson
3. David Nestor
4. Andrew C. Taylor
5. Christine Taylor
6. Steve Brackney
7. care@ enterprise.com
Enterprise Rental will never understand the damage they have caused my family. If my rental payment is not paid and returned to Alliance Realty, I will be charged $890.00 (rent) $89.00 late fee, $35.00 bank fee, plus $5 dollars a day for non-payment. This does not include what my bank will charge. Their fee is $34.00 (see attached) I budget my account by the penny in order to not have fees from any company. It gets worse two other payments (Capitol One) will be deducting $100.00 and if that’s returned I get charged $34.00 (from my bank) and then $35.00 from Capitol One. Who is going to pay all these charges for your error? Who is going to call Alliance Realty and explain this? Who is going to pay my daughter’s medical expenses?
Do you see what you have caused my family? Do you even care? According to Ms. Convy, David Williams, Clayton, Mary, Emily and Cynthia; you don’t!!! At this point and time I believe them. Our family just needed a rental car for a week because our car was in the shop. Not only did we have to pay Clark’s automotive $435.88 your company has taken a total of $1224.87 from us; you’ve added insult to the injury as well.
My daughter has Cerebral Palsy and Fibromyalgia once again not that I have to lie or prove myself to anyone. Please see attached. By the time all these fees from Great Southern Bank, Alliance Realty, Capital One credit card, medical expenses, plus the pain and suffering your company has caused my family it more than the original cost of the rental car which was $278.29, plus the $200.00 deposit that was to be returned to me. Would it have been easier for Ms. Convy, Clayton, and Emily just to return the $268.29 to my debit card which was my initial request? Which has not been done at this time, I would like a telephone call back in regards to this matter.
Forgot to mention the place of complaint. Enterprise -Kapalua Airport. Also, another complaint. Supervisor on duty needs to listen to the customer. She did offer to see a mortgage statement with my address on it but I told her that I don’t have one because I own my house. She Asked if I had a rental agreement (???) which I replied pretty firmly, I OWN MY HOUSE! When i spoke with Bryan, I explained that my payroll stub was designed with no address on it and he smugly suggested that my employer start to do it. Now, i did not need that comment what so ever as I am the one that issues the payroll checks. All I can say Enterprise, work on people skills. I live on an island. It’s pretty easy to find people. What was I going to do? Island hop with the car. I just needed it because my car is in the shop and not once have i ever skipped out on paying nor damaged the car I have rented in the past.
This complaint was sent to better business bureau. Yes, customer service seriously needs to be worked on. Especially when I work for a vacation rental management company and frequently get asked to recommend a car rental company.
I reserved a car at this Enterprise rental. I received a reservation confirmation. When I got to Enterprise, I presented them with my drivers license and my debit card. I was then asked for a recent pay stub but it did not include my address on the pay stub. Then I was also asked for 2 utility bills but could only present one. Thus, I could not rent the car. I have used my debit card with Enterprise in the past without any problems. According to the confirmation that I received and read, it did not advise me that I had to present all of this at time of rental. I am a resident and even went as far as showing them a a notorized Power of Attorney that stated where I reside. Nope. That did not. I spoke with the Branch Manager, Bryan and he said that policies changed 2 months ago and it is stated on the confirmation in fine print. Well, there was no fine print and unless I present the requirements, he cannot rent a car to me. So, read the renters requirement and tell me where it is stated that I need to present what is required. And no, i was never offered the 20% deposit which I would have paid. Renter Requirements All renters and additional drivers must be 21 or older, have a valid driver’s license and a major credit card in their name. Driver’s licenses are accepted from any USA state or territory, from a Canadian province or from an international country. Licenses from outside the USA or Canada also may require an international driver’s permit. International driver’s permits are valid only if presented with the original local license. Individuals with learner’s permits are not eligible to rent. U.S. government employees ages 18 or older will not incur a young driver surcharge when renting for authorized government travel. This is only a summary. For additional details, please reference the Driver’s License Information Policy. AGE – The underage surcharge for drivers between the ages of 21 and 24 is $25 per day. Renters between the ages of 21 and 24 may rent the following vehicle classes: Economy through Premium cars, Intermediate SUVs, Standard SUVs, Minivans and Convertibles. NON CREDIT CARD DEPOSITS – Debit cards are accepted at the time of rental with a roundtrip travel ticket, e-ticket, or travel itinerary that shows the renter’s name and discloses a return date and port of entry. Renters using a debit card as a deposit may rent the following vehicle classes: Economy through Premium cars, Intermediate SUVs, Standard SUVs, Minivans and Convertibles. DEPOSIT AMOUNT – A deposit including an additional 20 percent more than the cost of the rental will be taken at the time of rental, and the funds will not be available for use until after the vehicle has been returned. Cash, money orders and prepaid cards are not acceptable methods of deposit. Enterprise is not responsible for any overdraft fees incurred.
How do I contact the facility manager for Weldon Spring Mo. computer center to discuss property issues ???
Enterprise Germany car hire damage compensation rip-off !!!
Got a 1180USD bill for repairs for a 5 inch scratch?!
Why dont U just paint it all over?! Why not 5000USD?
Come on! Milk your customers and insurance companies!
PS: NEVER AGAIN and just run away when U hear Enterprise-Alamo-National
I forgot to say the office / store I dealt with is the one on Bethlehem pike in erdenheim pa. Forgot to say one of their agents likes to “ laugh” when they hear your problem
Also place is “ filthy”.
Stupid. Arrogant. Simple minded. No customer service. Talking to corporate office is like dealing with incompetent people which they are. People in their
Stores or whatever you call them just laugh at your problems
Incompetent fools. Dont return calls. Or don’t answer phones
Should have checked this site beforehand…..rented a vehicle in Spain….few weeks after i returned home i get email from enterprise rental location just basically telling me i had had a parking ticket and they just automatically charged it to my credit card. No proof to support allegation. I responded to let them know that the vehicle was never left unattented for one second other than being parked indoors at hotels i was staying at. I just used the vehicle to get from one city to the next and never used vehicle while in that city. When i did drive out of parking i was immediately headed to my next stop and so on. Furthermore they never bothered to reply to my inquiry. Now i am looking to get headquarters involved. I will never again do business with this rental co and i travel a lot throughout the year…cheers??
enterprise in Whitehall Ohio on S. Hamilton road took advantage of a 22 year single mother, telling her she had to pay 150.00 out of her pocket to get the car that was being paid for buy progressive while her car was being repaired, they told her it was a deposit and she would be refunded when she returned the car, she returned the car with no problems except they did not refund her money, they actually charged her another 21.99. I called the manager and he was very rude and would not refund her, they took advantage of her and I would like her account refunded the 171.99 that she was promised……….
I had a really good experience with Enterprise in Guilford CT. The staff consisting of Francesca DeMaio. Alyssa DeMaio and Darrell Dublin were very helpful and polite throughout everything. I didn’t realize that the garage where I took my car had a deal with so the rates were lower. They arrived at my house promptly even though it was at short notice. I got a compact SUV and I don’t usually like SUVs but they promised it was a compact one and the smaller version of another and I did enjoy driving it. My car couldn’t get started on until Monday and they weren’t sure how long the work would take. It ended up being through Wednesday which was no problem, I just had to let them know. I got my car back Wednesday and it broke down again on Thursday. Again when I called Friday they were very prompt and coming to my house. I got a different car with a button start which was weird at first but I got used to it. Both my cars were 2019. On Monday evening when I was topping up the gas for the return. My rental refused to start and steering warning lights came . I called AAA through Enterprise and got told someone would come out. After about 1 hour wait the car started no problem, so went to call AAA who couldn’t find any record of a call. Found out the towing company was given the wrong address, all they had to do was give them the name of the gas station. Thank goodness for Ben and Jerry’s. At all times I needed them Enterprise acted promptly and were always were very polite. My account got credited very promptly. I think Enterprise in Guilford CT is excellent, but when I was reading about the problems people had I really felt bad for them. I have also had very good experiences with Madison CT Enterprise.
Enterprise credited my account and sent the money to the wrong account and they are now trying to make me pay again for there mistake which I know is not fair to me as the consumer. The location that I used my debit card at is 92nd and StonyIsland Chicago, illinois. A credit never should have been issued. They put the credit on a master card that was at its limit and they knew that, that’s why I used my debit card. I refuse to pay for their mistake.
Never been so angry in my life. My personal vehicle went into the shop in Merrillville Indiana for a few days. Never once did anybody ask me If anybody else would be driving the vehicle. I wasn’t able to bring the vehicle back because of my work schedule when my personal vehicle was ready for pick up. So my fiancé brought it back for me. They gave her a very unpleasant welcoming. Giving her the Run a run on why she brought it back. So I had to bring back my vehicle to get another issue sorted out. Went back to get another rental for the day they refused to rent me one. This place is very unprofessional and not up front with you and very rude. Route 30 merriville indiana.
We are a small towing company here in marysville wa CLC Towing LLC .We have try,d on a number of occasions to get in contact with the right people to become providers for Enterprise and there sister Company,s .If someone knows who we should contact please send phone numbers and email address,s and names to us . We would be grateful and appreciate this . Owner operator of CLC Towing LLC Christopher and Carri Connors 425 623 9397 or 425 344 4293
I’m awaiting “moderation” before final addition to the hate mail for this company. What in heaven’s name does that mean in respect to Enterprise?
To the Management of the worst rental car company on earth:
We chose Enterprise after we had an accident with our own car, and found that the dealership was close by our vehicle repair shop. It never occurred to us to do a little investigating before choosing a rental franchise, so we made a huge mistake when we went directly to Enterprise. We live in Westchester County, New York, a toney place where business transactions are generally handled in a refined manner. Your business is a slum bag place.
First of all, the staff at the Mount Kisco location functions very poorly. The manager there is named Christina and with her in charge, there is virtually no connection with line and staff. We have traveled over many parts of the world on business and have NEVER seen such a poorly run transportation operation, especially in the states.
We were charged incorrectly for the rental and the almost $700 was extracted from our checking account even after they were ensured that we were well covered by our insurer, Allstate! It took three days for the franchise to return PART of the money they took from us and we will have to wait untll we hand in the dismal little car we received.
Since I made a mistake of telling the person behind the desk that we were insured for $50 a day for the rental, we received a reasonable car with slightly less than half a tank of gas in it. This was acceptable at the time. But the next day, we were told to return that car because we were only covered for $30 a day, so we had to waste time returning a car to get a much smaller that didn’t bother us at all except that the gas tank was virtually empty and we were trapped on a highway going home and had to call a friend to bring a gallon of gas to get us as far as a service station to fill it up! We wanted to call the franchise to tell them what happened but we were both too enraged to express ourselves clearly on the phone.
By then, we had decided to publicize our experience in the newspapers, TV, podcasts and the like. We are both journalists and authors with a long reach.
Our own car will not be ready until late next week or the week after. I cannot imagine how we will keep our wits about me when we complain about the entire experience to the rude and useless Mount Kisco management and ensure that we get the rest of our money back. If we don’t, a lawsuit will be filed for the stolen money, as well as pain and suffering which was evident to all involved.
One thing is for sure. This experience will be broadcast far and wide, as we both work in the field of communication. We’ve already started that process on a local level. Should we ever need a rental car again, we will make it clear why we will choose ANY other dealership than Enterprise.
My wife and I had reservations for over a week at a enterprise location we always use in Denver. It is 1 hr and 52 minutes from our home. We arrived there today ( March 20, 2019) and they had zero vehicles available. Our reservation was for today. Enterprise even called yesterday to make sure we still wanted our reservations and they said all was good. We are leaving on our trip tomorrow and now enterprise has caused us a lot of issues. Why make reservations if you cannot have vehicles for customers at all. I’m a disabled veteran so twice a year we get to take trips but thanks to enterprise this trip may not happen. Very disappointed
I picked up rental yesterday and I’m very unhappy. I arrived to pick up my car, it was not ready, it still had to be cleaned. I waited an extra 35 mins and the car was presented to me very dirty and strong odor inside. I assumed this would pass but it only got worse. While driving it to my wife I noticed the front end rattling and shaking. The back seat has some kind of dried glue substance dried on area my kids sit. My kids complain about the smell being very strong “all the time”. I’ve always been happy with Enterprise but this is a very bad experience so far. If I do not get remedy today I will call USAA for different rental company.
Thank you
Jimmy Osborn
Complete lack of customer service and communication. Rude employees who don’t have any stake in the image of the company. Had an issue on February 23rd and despite my several phone calls and emails, Enterprise has yet to make any attempt to resolve the matter. They constantly tell me the issue is being forwarded to upper management, escalations, whatever meaningless nonsense they wish to spew to delay having to actually address my concerns. Such a poor quality company with little pride.
I rented a car from 2/28 -3/2 at 2630 Sisson Street, Baltimore, MD 21211. I rented for two days because my truck was in mechanic shop get some work done. There are two young women working there, one is brunette, and the other is blonde. when I came to turn the car in the blonde one took the keys & my information. First all when I went there I said to the brunette that I want a car for a reasonable rate. I had no idea I was paying 47.99 per day; because if she had told me that rate I would of never rented the car in the first place. All she told me was how about one hundred sixty something, and I probably was not concentrating at the time, and said yes. I could of gone to Hertz, or some other rental company and get a cheaper price. When I turn in the car, the young woman with the blond hair told me she could not give me a ride to pick up my car I was disappointed & piss off. She was inconsiderate and selfish. I can guarantee you this much I would never rent a car from your company again. The service sucks and so did your employees.
My family has used Enterprise rent-a-car exclusively for years for all of our car rental needs. We rented a car October 2017 and refused all additional insurance coverage. When the car was returned we were charged for COLLISION DAMAGE and ROADSIDE ASSISTANCE PROTECTION. We called/emailed/went into the rental location at Atlanta Hartsfield Airport to try and get this corrected. Submitted a dispute with our credit card company and was not able to get it resolved because of Enterprise unwillingness to communicate. I paid the total bill to prevent any harm to my credit. I called Enterprise Customer Service today and was told that the encounter was too old to be corrected, never mind all the time I spent trying to get this resolved BEFORE it was too old. Now it makes sense why they are not in any hurry to resolve issues, but we were never advised of any time line just ignored time and time again. The person we were contacting at the rental location no longer works for the company (guess that’s why all communication stopped) but a incident report would be opened and the location manager would be contacting me. Strangely I was never asked for any contact information. If you do business with the Atlanta Hartsfield location please be BEWARE customer service or satisfaction is not a priority there.
incident 32057262 if there is anyone that has a honest bone in their body or a conscience
about doing the right thing please respond.
I rented a car from Enterprise back in October of 2017 due to issues with my personal vehicle. I returned the car to Enterprise in Jan of 2018, and when I returned the car, The employee pointed out damage to the vehicle. I didnt notice the damage to the vehicle prior to returning it because of the way that it was parked when i got in the vehicle. Unfortunately where i live, we have had instances of people doing damage to vehicles, and the rental must have been targeted as well. The location opened a claim, and I was going to file with my personal insurance, but since the damage was less than my deductible, my insurance wouldn’t cover it, and i had to pay OOP. I am disabled, so it has taken me quite a bit to pay, but i have been making payments, and recently tried to make a payment to pay the balance in full since i have the funds. Enterprise took my money, but is still showing that I owe a balance, and then they leave you no contact information to contact someone at the Damage Recovery Unit. After all the issues that I initially went through ( i.e. When i returned the car, the agents didn’t believe me when I said that I didnt know what happened and assumed I was lying) I thought that Enterprise would be happy to get the money so the claim could be closed, and i can put this behind me. This used to be my favorite company, but I must say I don’t think I will rent with them again.
Yes, I am like the customer that complained before me. The Enterprise where I live, is run by a Prison Warden. I thought, to be able to have a good customer service – would mean greeting people that are coming in to Enterprise. No one greets you here at all. They are all in a Zombie like face. Just terrible!! the lady Ariel is the prison warden ( I’ll call her that) if someone else is waiting on you at the counter she comes to interrupt to see how they are handling you and she likes to target me to refuse to let me rent a vehicle. And also like the customer before me. She called me ahead of time this Ariel, to tell me what I needed to bring to store. ( Insurance, DL.credit card or debit card) I get there and everything changes quickly with her. I need a dang UTILITY BILL. Wow! let me see if I have that one in my purse ( am I playing “LETS MAKE A DEAL?”)
I too have been renting from Enterprise for a long time. I never had issues with them.Of course the people they have now, were not there. They would greet me at the door and walk me out. Show me buttons on the vehicle I did not understand. Not at this store, (you are not welcome there) I sure wish someone would do a surprise visit to this store and you will see and feel the vibes in there. COLD, COLD.
I complained to this woman Ariel in the store, with customers about her attitude and personality and that why all this now, when I don’t have utilities bill under my name, but under my husbands name. She said go get your husband. I said his working out of town. She said well, well we can’t rent you a car because of Corporate. Corporate implemented this rules.
Corporate if you implemented all this rules, you need to tone it down. My husband owns a company in town for 50 years. So where in the heck are we taking the vehicle? Stealing it. Gosh, and you need to know everything personal with my life.
the other girl waiting on me. Asking how long I lived in house. And emergency numbers, not family. OMGOSH!. I just wanted to rent a dam car.
I hope someone can respond to me. I have so much to say.
Enterprise is the worst rental car company to rent from. The Branch Manager at a location in Houston, TX is a liar. Enterprise basically overstepped their boundaries and showed up at my house for no apparent reason and lied about why they were there. If this is what they allow their Branch Managers to do behind their vehicles then that’s just wrong!!! I felt very unsafe to see an unfamiliar person beating on my door!!! He also has his staff untruthful as well! Very unprofessional. Will never rent a vehicle from them again and will definitely not recommend anyone to them either!!! Crooks and liars!!!!!
anfinc1aol.com
Had an issue with my Enterprise share card. It would not activate. Needed a car desperately for a few hours. Went to the near by Enterprise rent a car location and had to take a 2 day rental. Long story short, Enterprise gave me a car share credit for what it would have originally cost me.
I am an Enterprise customer for life.
THANKS ENTERPRISE!!!!
on 12-29-18 my 2017 jaguar had computer problems. jaguar had it towed to thier dealership. the servicemanagertoldmethat enterpriseofclermont,fl.thiswaswellbeforenoonthatday’icalledtheenterpriseofficeabout4thatafternoonand was told thattheyhadnocars available.so now i’m withouttransportation.jack taylor would be so proud!
gene t ratay, we’d like the chance to address this with you directly. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.
I’ve been a member of ENTPLUS since January 13, 2012 not having too major of issue that the locations couldn’t fix. But fast forward to June 15, 2018 made reservation at location [NORTH LAUDERDALE 41C4] the night before online around 6:30pm or 7:00pm for which the online system stated they had availability, called to be picked up at 8:00am was told to call back, so I called back 1 hour later to be told to call back again so I waited 2 hours and called back I was then placed on hold for 59 minutes then so I hung up and called back again [ 3 times] this time the young adult girl that answered proceed to do you mind holding I stated yes because I was just on hold and waited 59 minutes hung up now I’m speaking to someone again. Advised that all I’ve been trying to do is get picked up due to your companies motto “We’ll pick YOU up” so she asked if I had a res said yes provided my name she then told me that she sees my reservation but they’re not honouring until 5:00pm because I made my reservation AFTER their business closed the day before.
Now this is some 3 hours 59 minutes from initial contact. Eventually I remade reservation to location [MARGATE 4118], caught an Uber there because they stated I’m too far but nowhere online does it stay the distance they’ll travel to pick people up. Fast forward to June 16, 2018 the vehicle was returned at 6:10am to [NORTH LAUDERDALE 41C4] one door was left open and keys in the car got on an airport plane at 8:30am tell me how and why employees would work all day see a vehicle on their lot which was not there the night before when they closed their business and did not think of checking to see if the vehicle was attached to a contract much more call to find out if I’m closing-off. Instead they proceed to bill me on this rental until June 18, 2018 at 5:30pm, mind you all this time I was out of town on family emergency of my own not knowing all of this was taking place. When I finally saw my bill I contacted the location where the vehicle was dropped off they told me they did not close the contract I need to contact the location where it was picked up, which was actually done prior to call them. I got the run around for approximately 3 weeks until the Regional Manager Sandra called to assist and resolve the situation but it was not completely resolved because I’m still missing 750 ePlus points.
Sept 2018 got a car from WEST POMPANO BEACH with the back bumper dented in was told it was noted on their system but when I went to return the vehicle the agent at NORTH LAUDERDALE refused to take their car stated the car needs to go back to location of pickup. Oct 2018, received a car which broken done less than 15 minutes after getting it but because the location was closed I was not able to return the car. I had the car towed to my house then had my mechanic look at their car he actually had to replace 3 parts which I had to pay him back and also pay for his time fixing. The branch SOUTH CORAL SPRINGS did not charge me but instead has held my points hostage stating my points is going to be used as payment. Unfair to me I had to pay $300 to fix your car and $120 for the 3 parts.
Most recently, Friday 7 December 2018 went to West POMPANO BEACH location to pickup my vehicle arrived at 5:55pm and was refused because I stated I’ve had issues with NISSAN SENTRAS in the past. Mind you they had 3 cars on the lot 2 sentras 1 sentra rented to a girl that came in after me and 1 altima which was supposed to be rented to two men for auto insurance claim but they could not. The BRANCH MANAGER came out of her off 1 hour late stating she had no cars because she NEEDS to drive home one of the cars. BRANCH MANAGER then placed the two remaining cars in INACTIVE status [mechanical and tire issue respectively], when I left the building I watch the activities of the individuals in the building an observed the branch manager drive of the lot with the nissan altima which she had just told me was not rentable.
Honestly, since enterprise has launched their manager trainee program I’ve seen the program at its best and now at its worst the agents don’t care about the customers whether walk-ins, online reservations, MILITARY [which I am] and plus member in anyway mainly because they work long hours with no lunch breaks and have high quotas to accomplish. These problems should not trickle down to your customer base at all. It sucks to be rent from enterprise these days and I’m going to be taking my business elsewhere not even National is getting any of my money.
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 Care@ Enterprise.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
I am a professional business woman who has been renting from Enterprise for at least 10 yrs. However, on 11/18/2018 my rental from enterprise was taken from a condo where I was vacationing. After contacting the local sheriff in the area, I contacted enterprise to report the car missing and asked if there was any way they could locate the car. I was told they had no way of tracking or locating the vehicle. Meanwhile, a supervisor advised me if I had a police report, I would be able to visit the nearest enterprise location and they will provide me with a replacement. Well, to my surprise the location I visit only concern was their vehicle. Although, I informed the representative that my family and I were miles away from home, they would not provide me with another car, yet my contract remained open so they could continue to charge me. They also would not allow my friend to rent a car, nor would they provide us a ride back to where we were staying. Basically, they accused of stealing the car and with no regards and showed us no empathy for our situation. With my credit card tied up with enterprise and my friend only having a debit card, we were stuck between a hard place and rock, because the airport was the only other place that rented cars and they only took CC. Again Enterprise said they only had interest about their vehicle. Never mind that I had small children and there was already a concern about our safety.
After hours of praying, stressing and $300 (that I really couldn’t afford, but sacrificed for my family), I was able to locate a family member that lived 1.5 hours away to rent a car to get us (it was a long journey, considering we had to take her back home which left with 4 hours to home. Of course we loss income, because there was no way we were able to get to work after getting home at 4 am.
with a couple of days gone by and not hearing from the local enforcement or enterprise, I remembered the car had OnStar, contacting them was a big release for me, because they were the only one that gave me hope for the situation. OnStar had no problem with locating the vehicle as long as I had the police report and did not understand why enterprise would not assist me with this feature. The car was located 3 days later unharmed and released to enterprise the same day, yet enterprise charged me for 2 weeks saying they did not get the car until 11/30/2018.
I now get it that enterprise is all about making money by any means necessary from their customers, I am fighting for my deposit to be returned to me and I will not stop until the word is out on their customer service. I also learned had the car not been recovered they would have come after me to pay for the car and still do a tax write off, essentially making 3 to 4 times more for what they paid for the car. I smell some illegal stuff going on. After 10 yrs of doing business with enterprise, I will be taking my business to a company that value customer service. And if you in the Orlando and have no choice but to rent from enterprise, go to the airport, do not rent from the local in Kissimmee off of Hwy 192, very unfriendly and heartless.
Carol,
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 Care@ Enterprise.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
My daughter was in an accident involving a deer which total lossed her vehicle. We got a rental through Enterprise in Greenville NC. Paid for by Nationwide. On Saturday Nov. 10th I met my daughter in Raliegh NC at another Enterprise off Glenwood Ave to exchange vehicles with my daughter. I had to be added as a driver for the rental. Which was taken care of no probem. On my way home approximately about 10 miles from the house warning lights came on on the car so I pulled over at a store. I went in and got some stuff. when I came back out I cranked the car. all the warning lights were off. Since I was only about eight miles from the house I decided to go on home. When I got home at 12:30PM I decided to call Enterprise to let them know what had happened. They asked some questions and decided that I should no longer drive the vehicle. They asked me if I wanted to go to the Greensboro airport with the tow tuck driver and pick up a vehicle or they could bring me one but it would take three to five hours. I was already tired of driving that day so I told them to just bring one because I didn’t have much going on. At 7:00PM I have not seen or heard from anyone. So I called back to see what was going on. They said the people running the Enterprise location At the Greensboro airport denied me a vehicle two different times to two different AAA tow truck drivers. Now maybe there was some miscommunication or wrong paper work. I have no clue. The problem I have is no one from Enterprise called me to let me know what was going on. It gets better! The man from Enterprise told me that they could send another AAA tow truck driver to my house and pick me and the vehicle up and go to Greensboro so I could get a car or if I felt comfortable I could drive the existing vehicle to Greensboro and exchange it myself. I told him I would drive the vehicle if he would send me an email stating I would not be resposible for any mechanical issues with the vehicle. He could not do that. So at this point I feel no one at Enterprise can communicate with customers unless the customer calls them 3 or 4 times. I told him to send the tow truck driver just hoping when I got there I might get a vehicle. I arrived at the airport at 11:00PM. Of coarse Enterprise was closed. The guy had told me if they were closed go to National which I did. The lady at National told me she could only do an airport to airport exchange. I asked her how I was getting home after I explained this whole story. Then she decidded to call the manager of Enterprise her boss Danielle emplyoy ID E991V1 who refused to release a vehicle twice and failed to call or have someone to call me. Magically the lady at national had a car available and it was no problem releasing a vehicle. I got home at midnite. I spent 11 and half hours dealing with this. After writing my whole story I hope someone from Corporate Enterprise will (CALL) me explaining how the hell this all could possibly happen and why they’re employees are incapable of using a phone to let a customer know what is going on.
Sincerely,
Darin Ferguson
336-489-XXXX
Good f’ing luck!!! I’ve been calling them for 3 months and no one ever calls back. Now I’m going to dispute this with my credit card company.
Mr. Ferguson, I see that my colleagues have previously responded to your post on Twitter. If we can assist you with anything else, please feel free to email us at ehiescalationscc@ mailca.custhelp.com with any questions. Thank you! – Carol H.
I rented a car at your Miami international airport location. I left my jacket on the back seat in a rush to catch a train. I called the location immediately and was instructed to go online and place a lost and found request. THERE IS NO LOCATION FOR THE MIAMI AIRPORT LOST AND FOUND ON THE WEBSITE. Please, please assist me in getting my jacket back. Its a very personal item to me. I have called the enterprise location several times and placed a lost and found with your Fort Lauderdale location. NO ONE has remotely been kind enough to help me, especially when I called them within 30 mins of leaving my jacket. I spoke with someone today and she stated she would send an e-mail to the Miami location.
Edie Thomas, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience you. 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. Thank you. – Carol H.
When I rented my car at the Woolbright office in Boynton beach FL. I specifically said on 3 separate occasions that I did not want any additional coverage. The manager kept saying that I should take out additional coverage. I kept replaying NO. He then gave me an I pad and said initial here that you are refusing any coverage. I did. When I asked for a copy of the contract he said they don not give one but it would be emailed to me. When I got my charges there was a charge for an additional $221.00for DW coverage. This was a complete fraud. The was used for 30 miles. I would never take out this coverage. The manage switched the coverage illegally. I intent to report this to the proper authorities and take legal action for this blatant switch.
mel altman,
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.
I am LIVID at this point!!! I’ve really tried to give Enterprise the chance to redeem itself! NO CUSTOMER SERVICE!!! WHATSOEVER!!!! There needs to be COMMUNICATION between the rental offices and reservations! Why do you make the customer go thru the process of making a reservation and give them a confirmation #, then when you arrive, THERE’S NO CAR!??? Or, the customer gets a call at the “Last Minute” stating you don’t have a car!!! SOMETHING NEEDS TO BE DONE!!! NOW! Some of your rental agents could stand to be Retrained in CUSTOMER SERVICE! THEY’RE RUDE!!! ESPECIALLY at your STONE MOUNTAIN AND LITHONIA, GEORGIA offices.
Clarriette Hedgspetch,
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.
To whom it may concern,
I recently was involved in a minor car accident and was in need of a rental car. Progressive insurance was kind enough to accommodate me with one of your cars. Upon arrival at one of your location i@ 29130 S Dixie HWY Homestead Fl ,the service was professional but the associate was inexperienced. I told him that
I had my own insurance with Geico but he said it was in my best interest to use the insurance provided by Enterprise. The next day when I contacted Geico they confirmed that I could have used my own coverage . While returning the rental not only the “manager “ didn’t won’t to hear my version of the story they also kept $100 deposit on top of the initial payment of $65 . It’s not right and I need a total refund . It was a real rip-off
Johanne Laroche,
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@ 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.
Employees Using Enterprise cars for sale for personal Use
Enterprise car sale
579 Bridgeport Ave, Milford, CT 06460
Phone: (203) 874-7440
This company keep call me to come down to buy a car , i saw one one line i like went there, they did the credit check with 3 banks a 1 approve with$1300 down i explain to them i wanted no money down . we waited for the other 2 banks buy then i want to put the $1300 down and ask to see the car ,sale told me another employee had the car out and using it for personal use , i was very upset to hear this . when employees take company car for personal use they do all kinder thing to it. I going do a google review about this to warn customers. been 2 weeks since this happen has not heard back from enterprise company
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All reviewsDealersEnterprise Car Sales 191
Enterprise Car Sales – WARNING Employees using cars for personal use
Robert Morgan,
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@ mailca.custhelp.com include the exact location, your contact telephone number, your claims, sales details, or vehicle stock number and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
I was a long time customer of Enterprise until the past weekend, but let me start a month prior to that.
I had rented a car for a business trip, as always, they put a hold on my card for $300 dollars to be exact. Everything went smooth and great, so I made a reservation weeks later to get the same deal for another business trip.
I went in on a Saturday to pick up my rental car at my reservation time and the guy behind the counter took my credit card to put the hold on it, like the last time and like they always have. He charged it once, then said it was declined; I said no, it’s good, he tried again; he also said again it has been declined and I once again said he was wrong.
I then went into my account and showed him that I had sufficient funds within my account to cover the hold fee. He looked and said to me; sorry sir, we are charging you the $300 for a holding fee, plus your rental fee for a total of $520 dollars. You see, I only use that card for business and put in enough money to cover the fee of $300 that I was charged last time as a holding fee.
I ask him why is it different now than 3 weeks ago. No answer, he just said it’s their policy.
Now, along comes this new assistant manager, rude kid, I will explain in a second. He comes in chest all out and says “What seems to be the issue, I explained everything, he was defiant, wouldn’t answer my questions and then said to me in front of 12 other customers and I quote, ” I DONT FEEL COMFORTABLE RENTING TO YOU WHEN YOU DONT HAVE ENOUGH MONEY IN YOUR BANK ACCOUNT TO COVER RENTING OUR CARS!
Well, I freaked out, said some expletives and he then said I would never rent from Enterprise again. Of course, I said F-off and walked out.
I was then approached by the kid who rented the car to me a month earlier and he said and I quote, “Yeah, he’s new, not good, but go down the street and rent from the other Enterprise, they can help you.
Keep in mind, I needed a car to go on a trip it’s 15 minutes before 12noon and that’s when the close.
I took an uber to the other Enterprise and they said the same thing, but were nicer and said I can use my ATM card, I said great, then the kid said and I quote ” All I NEED IS 3 FORMS OF ANY BILLS YOU PAY FOR A MONTH’S TIME AND I CAN RENT YOU A CAR. Keep in mind it’s now 5 before 12 PM, I explained by the time I get back they would be closed.
No one cared! I have been using Enterprise for over 20 years and it seems each time, the rules change depending on the mood of the guy whos helping you. This particular manager embarrassed me at the location which was his biggest mistake and I will tell you why. This was not an ordinary business trip, it was a production trip for a major film in which now the production company will never use Enterprise again. How dare this punk to mention anything about my financial situation from the fantasy thoughts in his head. I had plenty of cash, but like a rude child he decided to put the wrong person down for the wrong reasons and I am not going to rest until I receive an apology from the child.
I spoke to a kind customer service woman who wrote down my complaints and said corporate will get it and get back to me, but in pure Enterprise fashion, I have never received a call of concern and I know I won’t.
The company should have higher standards and the customer needs to be right till proven wrong and if you make a deal on a rental, it should be the same type of deal as before and why not check the customers past rental history to see how much money they have spent and give them respect. NO MORE ENTERPRISE!!! I’m a writer and producer who will now spend much time sharing with the masses within my business to rent from another company who cares and who is consistent. Not sure why this company has gone so bad.
This is the second of endless complaints I will make until I receive an apology. I guess Enterprise is so loaded with money they can afford to destroy a relationship of 20 years because a kid who still in diapers has no social skills or filters, or knows how to treat a true customer.
My apologies for any typos…
Denise M Rosemond
Washington D.C. 20024
August 21, 2018
Pamela Nicholson CEO
Enterprise Rent-a-Car
600 Corporate Park Drive
St. Louis, Missouri 63105
Dear Ms. Nicholson:
I am writing today regarding the horrible and humiliating treatment brought I received by the Branch Manager Troy Backus at the Enterprise Rent-A-Car on July 25, 2018 located in Springfield Virginia.
Troy Backus stated that the car was returned with a pebble damage to the front hood. This is inaccurate and untrue. When I tried to explain that I received the car in the same manner that I pick it up.
Please see the original agreement when I picked up the car indicating to the service representative the damages I noticed on the car. This representative stated that they are looking for noticeable damage and that I should not worry. There were dings all over the car.
This manager was rude and said that I had no choice and that he was going to deduct the deposit from my credit card. I mentioned to him that the car was hardly used and sat in my parking spot and that this was a mistake.
Mr. Backus did not do anything to look into the matter and his treatment was uncalled for. As a manager he could have said I will look into this matter and show some type of respect. He could have said until I look into this is there another card you would like to have this amount taken. I specifically told him I had a minimum amount on the credit and the deduction would make my balance go over the limit. He did not care and ignored what I had to say.
I have been an Enterprise customer for years and have never received such disrespectful service. Mr. Backus should be terminated and reprimanded for such rude behavior to a customer. I usually rent an Enterprise car quarterly while I take my Lexus to the dealer for routine maintenance.
My impression of Enterprise has drastically changed and has been tarnished by Mr. Backus.
I am attaching a copy of the Enterprise agreement that indicates that there were scratches and dings on the Front Bumper.
Mr. Backus in my opinion is attempting to commit insurance fraud by trying to charge my insurance company for items that were already listed and Enterprise was already aware of these items.
Please have the amount of $250.00 reversed from my account at Bank of America.
I may be reached at 202-595-XXXXX.
Regards,
Denise M Rosemond
Always enjoyed renting from Enterprise or Alamo. Great, great customer service. However the vehicle I rented at the Grand Rapids Airport was an F- -. Beat up on the inside. I think it was in a flood or someone became sick inside. I took quite a few pictures which I would like to share. There was a water stain half way up the carpet, so heavily perfumed masked that I could leave the windows down in a crowded parking lot and find the car. Also, there was some kind of grease, oil stain on the drivers side that ruined 3 pair of shorts. After I discover ed this I had to sit on a towel……Very, very disappointing!!
I don’t know or how this company still exist! It will definitely have to start with consumers like us by stop rental from Enterprise. It appears that as long as they can get your credit card number and rent you that vehicle…..it’s a done deal! Go with a reliable company that cares about their customers. You will get nowhere with Enterprise!
The worst rental car company ever! It really don’t matter if you have a complaint about their service, they do not return your calls or following up with a complaint. The best thing to do is go with a reputable rental car company who cares about their customers. I will never do business with Enterprise and if I can help it, make sure any business company I deal with be informed about their services as well.
On July 15th I had a reservation from my insurance company to pick up a rental from 8208 Georgia Ave Silver Spring, MD. The rep from Enterprise called that morning to tell me to come in between 2-3PM as that’s when they would have cars. They close at 3 PM. I took Uber to the location and got in the store at 2:45PM. They had at least 15 people waiting and the lobby was full. The rep checked me in took my license and deposit and told me it would be about 3:30 PM when a car would be available. I asked him to call me as I was going to get something to drink while I waited. 3:30 passed and no call and I headed back to the office. When I arrived at 3:45 PM the store was closed and no one was in sight. I shook the doors and walked around the entire building because I couldn’t believe no one called me. I called the location and of course no answer. I was stranded and I had to work that evening. I lost wages and was penalized for not showing for my shift. July 16th, I called and spoke to a woman who wasn’t really concerned. She told me to come back in and I said NO, you will pick me up!!!! I asked her when would someone be on their way, she responded that I would recieve a call within the hour. No one called. I going to miss another appointment due to the worst customer service I’ve received in a very long time. My time, energy and money have been waisted dealing with Enterprise.
Worst experience ever!! In April I reserved a mini van for our family vacation the end of June traveling through 4 states. A week prior to my pick up date, I called the office to confirm my reservation and just to make sure everything was still good for the arranged pick up date. I was assured that all was good and that if they were not able to locate a mini van, I would be notified 3 days in advance. The day of pick up I called around 10:30 am to see what time I could pick the van up and was told they could not find one and they were still looking in different areas. I asked what they had to offer me and she said nothing, everything is booked. She did call around to other areas but was not able to get us anything If I had a reservation for 2 months, how could I not get what I reserved?? This changed my whole vacation plans and affected our trip big time. Enterprise did not honor my reservation and let me and my family down. I need a van rental for this Christmas coming up but I will not go through your company and I will NEVER recommend Enterprise to anyone. My bad taste could have been prevented but bad service is bad service!
see it here: /troyklemo.blogspot.com/
employees messed up , didn’t file damage report, rented damaged car. couldn’t return it, switch it out. no valid stickers on it. get reported for vehicle theft and arrested after I point out to corporate vp that stickers are invalid. making it illegal to drive. total bulls**t. terrible company.
Rented a car for 5 weeks at the “Bardonia NY” location. CS who helped me made a mistake by charging me for an additional day on a weekly Contract. then said “Dont worry, I will get it back at end of rental” So the mistake means I pay more money.. after calling to inquire about it, She speaks to me as if I am bothering her and abruptly puts me on hold for another worker to speak with me.
On the 3rd week I called to verify the renewal and was told on the phone around $300, when I get there the same CS lady who made the 1st mistake and pushed me to another worker on the phone tells me a higher charge than the phone quote. of course I question it, only to be told the phone quote was wrong. She then charges my card the “WRONG” amount and only after that began to look into my bill to realize she was wrong and the phone quote was right.. UUUGGGHHHHHH….!!!!! So again I pay more money from her mistake instead of (LOOK AND VERIFY THE BILL BEFORE YOU CHARGE MY CARD)
On the last week (Friday) I return the rental and was told I would receive a refund of $300+, which could not be issued due to my card being declined from a prior charge from them they tried to do. I was told the next day (Saturday) I would receive the refund. NO REFUND was received, Monday I call and was told another MISTAKE was made and I will not receive a refund but actually owe $142..
REDICULOUSE…..!!!!
***BE AWARE OF THE TIME YOU PICK UP AND DROP OFF THE RENTAL, IT DETERMINES HOW YOU ARE BILLED. THEY WILL CHARGE YOU THE WRONG AMOUNT AND NOT CARE TO CATCH THE MISTAKE.
***BE AWARE OF HOW THEIR SYSTEM ALLOCATES CHARGES AND REFUNDS, IT IS EXTREAMLY CONFUSING (EVEN TO THEM). YOUR DEPOSIT WILL BE THROWN AROUND AND INCLUDED AS PART OF YOUR PAYMENT WITH OUT YOU KNOWING, THEN THEY WILL ASK FOR ADDITIONAL DEPOSIT.
MY NEXT EMAIL WILL BE WITH “BBB” AND “DEPT OF CONSUMER AFFAIRS”
Went to Enterprise Rent A Car today In Pittsburg Kansas to pick up Car reserved by my Insurance Company after my wife had an accident. This is a 120 mile round trip for me. I was REFUSED SERVICE because all I had for the deposit was Cash! Legal tender for all debts public and private. Attendant said All that was accepted is a Debit Card. I could not pick up my car. Had to drive back to pick up Debit Card so I can take my car in to be repaired Attendant says they are not bound by Federal Rules. This from a Company doing business in The United of America that won’t accept its currency. Very Bad Service. I will complain Loud and Clear to anyone who will listen I f this happens to me again I will make sure My Insurance Company Does not send me to Enterprise the idea that any company would refuse to accept cash LEGAL TENDER FOR ALL DEBTS PUBLIC AND PRIVATE is absurd. I have been Greatly put out by this and I am mad as hell.
I received a call from John from Customer Service a few days ago. I asked for the following concerning my claim (#12454532):
1) time-stamped photos that were taken immediately before I drove the car off the lot. Otherwise, how do you know that a previous renter or one of their own employees didn’t damage the car before I got it?
2) time-stamped photos that were taken immediately after I returned the car. I want to make sure that someone else didn’t damage the car after I returned it.
3) I want you to send me a record of all rentals for that car between the time I returned it (3/3/26/18) and the date of the damage claim letter 5/8/18). I want to see these so I can be sure someone else did not damage the car.
He said that he would get back to me and get me the information but it has now been 4 days and I have heard nothing from him. I did not damage the car. I was first accused of scratching the side of the car and stealing the license plate. I requested a copy of the original rental agreement. Once I got it, I saw that there was previous damage listed on the agreement – scratches on the side of the car. I called Enterprise in Jacksonville (Cassat Ave.) and told them this. I got nowhere. A few days later, I got a letter saying that the bumper and grille were damaged (by the way the license plate was shown in the picture they sent). So now the damage has changed from scratches on the side to damage to the bumper and grille. I did not damage the car at all.
I want the information I requested above to be sent to me. I do not want to go to court or get a lawyer but I will if I am forced to. Can we settle this?
Jennifer Cale
Two years ago, we flew to San Diego, rented a car and drove to San Francisco. Due to the fact we are a military family, they waved the drop off fee for us. This year, we are making the same trip, so I called in advance to ask if they would still waive that fee, and the gentleman said they would graciously do the same. We arrive to your San Diego airport location Enterprise, and the manager there said he isn’t authorized to do that. I asked for someone higher than him, and explained we were told differently, and he gave me an email only to a Mr Christopher Ashley. I emailed this Christopher Ashley the nature of my complaint with zero responses back from him. Not only have we lost $245 in a drop off fee, but the communication is extremely poor amongst staff, and I can’t get a response back from upper management. We use Enterprise religiously, and I work for a fortune 600 company that has a contract with Enterprise. I am taking My experience back to work with me, and will ensure my company drops their contract we have with enterprise
Very very disappointed in Enterprise rental at Englewood Colo office around Broadway. i called to get a rental near the lodging where I was staying. I only needed the rental car on Sat & Sunday before Memorial Day. They said they could rent to me and i could return it on Memorial Day using a drop box as they were not open.
i picked it up Sat am. Nick the manager took me around the car to look for damages. He had a tool with an opening to measure areas. i would guess the opening was about the size of a quarter or golf ball. i pointed out several small areas of damage/dings/etc. He said to ignore these as they were all smaller than the tool he had with the opening. I recall a larger one on driver’s side hood and on the side panels of the car i rented : again he held the tool up to measure and doXXXXented .
The gal working there also the day we picked it up, said to be sure to have it back by 10:30 am on Memorial Day, otherwise i would be charged another days rental.
I called after driving it maybe an hour to say there was a rattle, wanted to let them know if the tailpipe/muffler fell off, that i was alerting them of this. The gal from the office said if i was concerned i could return it, or stop at another Enterprise location closer, if it made me uncomfortable & swap it out. i just endured the rattle for 2 days.
I returned the rental around 10:30 am Memorial Day as I was told that was when the contract ended.
No storms occurred while I was there.
I was at the Denver airport Memorial Day by 2:30 pm for a flight 2 hours later.
On Tues after Memorial Day I missed a call from Nick the manager. On Wed or Thurs after Memorial Day, i received a call from Nick stating there was hail damage. I told him I did not drive through any hail nor did any storms occur while i was there. He said there was hail in the area and the car I rented was damaged. i stated there was only a few open spaces to park, and there were many cars in the lot that had been returned. I asked how many vehicles had damage; he told me only 2. Why wouldn’t all the cars have hail damage? He said he would be refer it to the DRU unit. He said he was very busy with customers & agreed to call me back, which he did later that evening. We had a long discussion.
i received letters then from DRU saying there was a claim number assigned. i called & asked for the adjuster. No adjuster had been assigned yet.. I was told by Enterprise customer service that i am responsible for any damage after i return it, AND prior to checked in. I said this should be stressed when rented. I thought my contract ended at the end of 2 days ; 10;30 ish on Memorial Day, not when Enterprise checked it in the next day.
i likely would have rented from the Denver airport where I flew in if i knew this detail, or other location that was open Memorial Day, so it could be checked in by a person.
If a hail storm did hit that area after i returned the car, i have plane tickets to show i was already out of town before the storm came.
I thankfully have a date & time stamped photo of the car taken after it was returned on Memorial Day.
This week i received a call from the district manager stating there were over 100 rice like areas of damage. She stated I was responsible for all damage up until it was checked in on Tues. i asked if there were security camera on location to monitor for damage or storms, she said no. Nick told me this also when i talked to him. I asked if i could get photos prior to repair to compare to my photos. She said the had the right to go ahead & get it repaired. i asked if she could send me a text with her name as a contact. She said she could not as she was using her personal phone. i asked if our conversation was being recorded, she said no. I asked if there was an adjuster assigned, she said no, just work through DRU. She offered to have the photos of the hail damage sent to my email. i asked if there was some reputable weather source that proved that hail hit that particular office area. She said there was. I asked for a copy of that report. The district manager never did send me her name. i told her i was walking & did not have access to paper & pencil. i do still have her phone number on my cellphone log of calls.
Today I received an email from the DRU unit with a bill for close to $2,000 damage. There are photos of the car which are from far away.? Is the hail damage so small it can’t be seen with the naked eye? The photos just have a lot of pink cirlcles all over the car noting areas of damage. Were these the minute areas that i pointed out before i rented, but was told only to note those larger than the area on the tool Nick had?
I find it interesting that the bill is being sent to me without investigating, causing me unneeded stress. The large company i work for uses Enterprise for employee travel. i will certainly alert them to this issue. Maybe they will no longer use Enterprise.
When i call Enterprise office in Denver it has a great customer service welcome, yet when customer service is needed, i only feel distress about this large bill.
i have much other doXXXXentation but not going to type it all here.
i am hoping this can be resolved quickly so that i don’t need to move forward with legal proceedings.
This is in reference to claim #12454532. Once again, I say that I did NOT damage the rental car. When I received the first call from Enterprise (about a month after returning the car), I was told the damage was scratches on the side of the car which I see is noted as preexisting damage to the vehicle in the original rental agreement. Now you are saying that the damage was to the bumper and grille of the car. They also originally accused me of stealing the license plate which is clearly on the car in the pictures that were sent to me. I was contacted by two people from Enterprise over a month after I returned the car and they heard my side of the story, both laughed and they said that Enterprise did not follow protocol and not to worry about it. Then I start getting letters from Enterprise stating different damage to the car. I have tried to call the Enterprise on Cassat Avenue in Jacksonville, Fl. This is where I got the rental car but they were rude and told me they would not talk to me.
I was told to ask for the following information:
1) time-stamped photos that were taken immediately before I drove the car off the lot. Otherwise, how do you know that a previous renter or one of their own employees didn’t damage the car before I got it?
2) time-stamped photos that were taken immediately after I returned the car. I want to make sure that someone else didn’t damage the car after I returned it.
3) I want you to send me a record of all rentals for that car between the time I returned it (3/3/26/18) and the date of the damage claim letter 5/8/18). I want to see these so I can be sure someone else did not damage the car.
I did not damage that car at all. The original damage they reported to me (scratches on the side of the car) has now changed to bumper and grille. Something is not right and no one will talk to me.
Thank You,
Jennifer Cale
I was spoke to in a very disrespectful manner by the store manager of the Enterprise Rental at W. Bert Kouns in Shreveport, Louisiana. They were supposed to bring a car to a local repair shop. They instead sent someone to pick me up and take me to their office. This was not what I had been instructed on because this was an insurance transaction that only required me to sign the paperwork. This offer to send someone to pick me up was offered as a pacifier because they did not have my reservation. I don’t know if the error was on the insurance company or Enterprise. When I spoke with the rental manager he was quite rude. He spoke to me as if I was stupid. I am very much insulted because I have worked in customer service before. I know that people are often rude for no reason, but if you want to survive in this business you have to learn to be respectful to your customers and clients. If there were no customers there would be no need for employees. As a result of this managers rudeness I decided to use another car rental company. I know that I am only one person but if I continue to tell others about this treatment I know others will pay attention because they don’t want to be treated that way. I am not looking to be treated special, but I demand to be treated respectfully.
I attempted to address a fraudulent credit card charged, which was process at the Enterprise Rental Car office (1003633), 19575 SR 7 Ste 1, Boca Raton, FL 33498, and was verbal mistreated by the store manager Shane James. I was attempting to make Mr. James aware of the incident that occur there and attempting to ensured that would not be continue problem or any replicate attempt by any of the employee at this location. I have never visited or rented any vehicle from this office and was concerned that someone might have use my stolen my card information. The Manger became defensives and verbality belligerent with me, I was not at any moment forceful or disrespectfully, however was trying to identify how this could transpire and prevent a recurrence. I have never utilized the Enterprise Rental Car office (1003633), Boca Raton, FL for any rentals or business and wanted to bring the incident to the attention of the Store Manager. He refused to assist or reassure me that this will not happen again, and told me to take it up with my credit card company and the corporate office. He stated, “I have no way of knowing who used your card to charge on the 5/31/18”, I provided him the agreement number D999999 and in addition, I the explained that there was not a Renter Name on the charge to my AMEX. Mr. James continue to be defensive, even after I explained that my purpose for the call is to bring the incident to his attention and so that he investigates and possibility prevent future similar issue.
I have ready contacted AMEX to denied the charges
My family and I have always use Enterprise for our rental needs, always have nothing but positive comments to say, and we have never experience any issue with rentals or billing issues. I am extremely disappointed and will look to utilize another rental agency in the future.
To Whom It May Concern,
It is very disheartening to have to write a letter about the quality of service that is being provided from Enterprise Rental Car Co. I have planned a Family reunion for June 16, 2018 and two 15 passenger vans were reserved on May 29, 2018, at your branch in Lithonia, Ga. The confirmation numbers are 2023056913 and 2023056839. I was given a call on June 11, 2018, four days before the reunion, and informed that the two vehicles that were reserved would not be provided. In leu of not being able to provide the two vans, I was offered two mini vans that seats 7 individual each. This is insulting, disrespectful and bad business practices. This option would cause a two hour and fifteen-minute travel time just to have every one present at the first event. There are elders being transported and this solution is requiring a divide of the family and shuttle the elders back in forth in groups of fourteen. It is called a family reunion not a family divide. Each group is supposed to wait two hours and fifteen minutes before the event can be enjoyed together. We have two other events to attend that are prepaid and set by reservation. This travel time will make our scheduled event time table impossible to meet, thus ruining our family reunion.
I need your assistance in resolving the issue that is being created by your company. It would be expected that a company of your reputation can resolve this issue and not allow a family reunion to destroyed because of your company business practices. Your assistance as soon as possible.
Dennis S. Mitchell
Email: mitchell3253@ gmail.com
I have been an ongoing Enterprise customer for many years and have had many rentals from your company. After making reservations well in advance, in May 2018, I rented a car for one day from Enterprise, returning it on time, and a few days later another car at another location, also returning it on schedule and in the way described to me upon renting (dropping the car at the airport). At the second location, the first “agent” was very rude and when I explained to her that she was being rude, and how she should be responding, she said she wasn’t going to rent the car to me and walked back into the office, still with my credit card. There was a second person there, not much older, who then rented the car to me, apologized, and was truly a customer oriented agent. Turns out she manages several locations and had just arrived where I was. She was appalled at how I was treated, as much as I was.
At the first location, I was also treated rudely, to which I objected, and was told by the agent that he did not want to rent to me, but finally did anyway, giving me a car that had less than a quarter tank of gas – in fact the indicator needle was in the “red zone”. When I objected, I was told that they don’t always have time to put gas in the cars and will rent them as is – which in my case was just enough gas to get me to a gas station. I returned the car on time, with everything in order and yet the refund of the deposit took several days, during which time a second charge appeared on my account for just the rental amount. So, for several days, both charges were “pending” tying up double the rental amount plus the deposit that was to be refunded. When it all cleared, I had ultimately been charged the correct amount, but your company’s method of billing caused an extra charge to appear, allowing your company use of more than the agreed amount and deposit for the several days it took to settle the charges. This is not fair practice in any business I have ever known and needs to be corrected. I was also charged an outlandish 75 dollar fee just for dropping the car at the airport in the next town – only 15-20 minutes away (which I had arranged to do online when I made the reservation). The paper receipt, that I had to ask for, also showed what looked to be double billing. A better format would show exact amounts charged. Because the first location had told me the deposit would be refunded within 24 hours, I had used the same card for the second rental, a few days later, but did not quite have enough credit for it to run, as the first refund had not yet gone through. Again, this showed on the receipt as the first of two charges, even though the first was declined and the second card charged was accepted.
I have over 40 years of customer service experience and know what good customer service is supposed to be like. All three of these “agents” were very young, and two of them did not treat me, an elder person, with respect, using instead a patronizing tone as though they thought I had Alzheimer’s.
I am a Registered Nurse with two specialty certifications, all obtained after the age of 50, and provide excellent customer service to some of the most difficult people – those who are ill and grumpy. Yet, all are treated equally, respectfully, and with good customer care. Prior to Nursing, I was a medical sales representative, providing good customer service. I had in the past also worked as a customer service rep over the phone, also providing good customer service.
Your company’s lack of customer service, and odd way of charging twice (the second charge is just for the amount due, without the deposit, while both are pending, therefore tying up more money than contracted) have made me reconsider ever doing business with Enterprise again. I do not need to pay (or temporarily double pay) to be treated rudely when there is competition. With all your company’s advertising that “we pick you up”, you should include the disclaimer “but you may be subjected to rude treatment at the discretion of our agents”.
I was also charged double the deposit on the one day rental than I was charged for the 3 day rental, which makes no sense to me. The one day rental was even returned to the same location where I rented it.
Your company needs someone to teach good customer service to those who represent your company. But most of all, you need to be hiring service-oriented people – not young, inexperienced, rude, self-important, non-service-oriented people if you want to continue as a car rental company with all the other options potential customers now have available. Your website should give the addresses and phone numbers for the location prior to going through the entire rental online. This problem was noted by the customer service person on the phone when I called, who suggested I “google” that information. How fortunate for your very disorganized company that google is around to help your customers.
As a family who hail from Missouri, we have always used Enterprise when needing a vehicle but that, I’m afraid, is about to change.
My wife called the Helena, Montana local office to rent a vehicle over the Memorial weekend. We were going to Williston, North Dakota for our nephews graduation. We needed a vehicle for six ppl. Two disabled and 3 teenagers, one driver and the luggage too. She was given a Dodge caravan. This caused problems from the word go. It was picked up on Thursday evening as we were leaving out at 5 am Friday. We only took what was absolutely needed but the assorted lugage wouldn’t completely fit. We had to leave my 78 yr old mother’s wheel chair behind. Since she is diabetic and I wear leg braces, it was a very tight fit with no room for comfort. We finally made it but not without constant stops so everyone could work out the kinks.
We called customer service and were told to go out to the airport in Williston as they supposedly had a full sized SUV that would be better suited. WRONG! None there and on top of that the change oil light kept flashing. My mother had to practically be carried into the hotel! Told to have the oil changed at our expense. Went back to the hotel and called customer service again. Spent almost 3 hours on the phone where the woman, who was actually from Wentzville Missouri, got her supervisor involved, who also got upset, plus sent it up to the escalation team. In the end we were told that we needed to call back around noon on Saturday and that arraingements would be made to get a full size SUV delivered to us from Dickinson ND. EVERYTHING IS FIXED! NOT!! Called back at noon on Saturday told the person on the phone to read the notes in it’s entirety so they would know what was up. Man on the phone said there were no notes and that the airport didn’t open until 7pm. WHAT?
Called back at 7 pm and were then told that the office closed in less than an hour and there was no way that anything could be done in that amount of time as it was at least am2 hour drive! By this time I’m livid. I have NEVER been given such a run around by so many people who seem to work on the premise that the left hand doesn’t know what the right hand is doing! The fix was simple. Deliver a different vehicle that would accomadate two disabled adults, 3 teenagers and on driver and all the lugage.
My mother just had cancer surgery in Feb and I am a heart patient who is having another heart surgery in June. I have neuropathy and have had a series of strokes and HAVE to wear leg braces. My wife was told that the Dodge caravan would be plenty big enough for everyone and she even questioned it. My mother is still not recouperated from this ordeal. It’s pretty sad that we dropped off the van yesterday upon our return and lo and behold there on the back side of the lot was a Chevrolet suburban which is what we should have had to begin with! I try to support Missouri businesses even though I live in Montana now. After this experience I doubt if I will ever rent a vehicle from Enterprise. Other than the individuals that my wife and I were on the phone with until late Friday night, contacts were rude, condescending, and about as helpful as just someone off the street with no knowledge. Yet the most frustrating part was when we were told to go through even more agravation and find a place to have the oil changed AT OUR EXPENSE, and just continue with our trip! That should have been taken care of BEFORE it was picked up. Quite frankly, I am amazed that that was even verbalized!
I’m not usually the one to get upset but this could be detrimental to my and my mother’s health. On top of that how were we supposed to do the companies job in a town we had never been in before? I’ve actually had beeter dealings with uhaul where I had less problems and spent less time on the phone and got more help and about 3/4 of my expense refunded to me because of it.
Joseph and Mary Montgomery
Helena, Montana
May 20, 2018
Dear Ms. Nicholson,
I’m very sorry to have to writing this letter to someone at your level but I feel it is important that you know what happen to me. I unfortunately I had a fender bender with my car so I had to get a rental. My insurance company works with enterprise so I made arrangements with the local office in Fort Mill SC. I dropped off my car at the body shop and had a friend drive me home. I didn’t want to wait at the body shop for the rental I thought it would be better if I waited at home. Well here is were the problem begins. The enterprise employee called me and asked how to get to my house I gave him directions and asked to be called when the driver is on his way this was at about 3:00. Well at 4:00 I started calling the office no answer. I kept calling no answer. I finally got the corporate office at 6:00 and they told me the local office was closed. The corporate office told me to call in the morning they couldn’t help me. Well now I have to get transportation to get to my downtown meeting. I had to pay over 100.00 for the nights transportation. I feel that enterprise didn’t do the right thing by not honoring the reservation. I did however get someone the next morning and rented my car and was able to get to the airport by 10:00am for a flight.
I feel that I should be compensated for the expense let alone the difficulty I had to deal with. I have all my employee use enterprise when possible however after this I may have to reconsider that.
Sincerely,
Allan N. Jacobowitz
Mr. Jacobowitz,
I assure you that it’s never our intention to inconvenience a valued customer and we’d like the chance to speak with you directly about this.
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.
Regards,
Carol H.
Social Monitoring
TO WHOM IT MAY CONCERN :
ENTERPRISE CORPORATE.
your company ( empire ) is the best and the most respectful rental company in the world.
your staff at all locations treat customers like family and with the upmost respect.
your location company # 517M is the greatest that my family and I have ever encountered.
the BRANCH MANAGER MR. MARLON LOUZEIRO AND HIS STAFF have the most courteous marked by respect for and consideration of others.
their mannerisms ( CURIOSITY ) is very unique ” inquisitive interest” in their customers concern is shown by their love for people’s. the way the staff greets and assist their customers is very commendable.
It’s all about the ” leadership ” the avenues of their Branch Manger training that lead the employees how to help continue make enterprise the number 1 ( one ) largest rental companies the very best in the world.
if anyone wants to experience such facts as I am expressing the truth, please visit the enterprise location at 11301 west Markham Street Little Rock, Arkansas 72211
I am a Enterprise gold plus member and my sibling is a enterprise plus member
everyone have his / her preference about enterprise, in my family and I opinion, enterprise ARE THE BEST RENTAL COMPANY NATIONWIDE.
Thank You enterprise,
sincerely. the Frazier, Dickens and Butcher families.
Thank you very much for the wonderful review! Our team is happy to hear that we have gained your complete satisfaction. Your feedback is greatly appreciated! I’ve passed your compliment along to our team in Little Rock! We’ll see you next time! – Carol H.
Last year in Liverpool England, I rented a car from Enterprise at Lime Street Rail Station. When went pick-up car, with my Allianz insurance policy that purchase. Your Enterprise representive told me due to new UK rules. I would have to agree to be charged of $10,000 on my credit card to cover and lost or damage to the rental car. I told your representative that I had both American Express and Allianz insurance he said that wasn’t good enough. I sill need authorize $10,000 on credit card. I told that it was no way I going pay that price and cancel my rental agreement.
Jimmie Bobo, 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. Thank you. – Carol H.
I USE A ENTERPRICE LOCATION IN POUGHKEEPSIE CLOSE TO MY HOME
THEY ARE GOOD. NO COMPLAIN,
But last year in May 2017 my son in-law rent a car from San Francisco airport I was with him
And he add me as his add on driver. They must have made a mistake then by mixing up the names.
After that I keep getting letters from enterprise with my name and his last name I am sure
They had never been presented any Identification by that mixed up names
Scary thing is after I got the last letter last week for a toll violation.
I called them to ask why I am getting this letter
Came to know that my son in-law rented a car in Philadelphia airport in November 2017
And Enterprise made me the primary driver at the time of renting I was not even in Pennsylvania in November.
This was a bad mistake since my daughter drove the car from Philadelphia to Poughkeepsie NY
Anticipation that car is on her husband name
Since enterprise made the mistake
Her husband was not the primary driver and as per spouse rules she was not covered.
Thank God nothing happens but it was a big risk in case something would have gone wrong.
Biyas Roy,
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
My daughter was in car accident on 3/19/18, which started a very stressful time for my family. On 3/21/18, my insurance company said my policy enabled me to get a rental until the claim was complete. I asked to rent from the enterprise rent a car at the airport in my town. I work for the California Department of_____ and have picked up cars from there on several occasions and have tried to build relationships with the people there. When i received my E-mail confirmation from my insurance company about the rental reservation i called the airport location and spoke to the manager Brent Hall, whom I’ve spoken to before on state business, he confirmed my reservation from ____ insurance was there and to just “come on in”. A few hours later i was dropped off by a family member and went in as normal. At the counter, I was helped by a lady named Hailey and Brent was standing right next to her, Hailey asked me for my drivers license and a credit card. I asked her why she needed a credit card for, i’ve picked up cars here before for ______ and i was never asked for a credit card. It was for a $50 deposit, previously i used enterprise for the state and never had to leave a deposit. THIS IS WHERE IT STARTED TO GO DOWN HILL. I looked at Brent and said “Brent, you didn’t mention a deposit when i spoke to you over the phone”, Brent didn’t say anything or look at me. He ignored me. I didn’t think i had money on my credit card and since i wasn’t told about the deposit when i spoke to the manager Brent Hall earlier, I asked Hailey if they could waive this deposit this one time and that I’d know better next time. Hailey responded with “you can also pay cash”. I thought this was rude that she ignored my question and asked for cash. I said “I’m sorry, maybe you didn’t hear me, can you please waive the deposit this one time”. Hailey looked uncomfortable, as if she didn’t want to say anything in front of her manger. Brent finally spoke up and said that he could do a $1 deposit, I thanked him. I told him that I checked my credit card and he could take the full $50. Then Brent said “NO, i’m not renting to you because you were rude to my employee”. I said “seriously? You failed to tell me about a requirement over the phone and treated me like i’m an idiot by ignoring my questions. Now you’re not renting to me because i’m rude?” I said “no problem, i need a ride home because i was dropped off”, Brent gave me a ride home because he wanted me out of there. When i got out of the car i said to Brent “You wont see me again but you will hear about this” to which he replied “Go ahead, i have four people at the office that’ll back me”. TREAT THE CUSTOMER LIKE AN IDIOT AND THEN COLLUDE AGAINST HIM. I submitted my complaint to the enterprise website 3x and no one has contacted me.
Rafael Martinez, we’ve noted your comments. If we can help out, 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.
My name is Erica Dunaway. I purchased a vehicle from enterprise on February 27th, 2018. I went into the dealership with a pre-approval from my own credit union, American Airlines FCU. I picked out a car, test drove it, and agreed to purchase it. I had a trade in vehicle that was worked into the deal. I was presented paperwork for $20,241.88. I was told that my trade in vehicle would be paid off and the overage was for dealer fees, tag, tax and title. I paid that $241.88 out of pocket as my pre approval was for $20,000. Everything has been transferred over into my banks name, the title is in AA name, the vehicle is registered in my name, my trade in has been paid off. AA is now the lien holder of the vehicle. My bank is just now receiving a buyers order on 3/20/18 for the vehicle that i left off the lot in on 2/27/18. My bank is not approving the loan for $20,000 because the dealer rolled negative equity into the loan. $4,148 needs to be removed from the loan and they will finance me for the $15,000. At this point, my bank has no reason to hold the title as i DO NOT have a loan. I have not been financed with anyone for the vehicle. Enterprise does not own the vehicle anymore and my bank needs to hear something or they will turn the title over to me. I called weeks on end to make sure everything was a go, could not get any information from anyone at the dealer. No one has even called for payment of vehicle. Then i found out that the finance manager no longer works at there. I was sold a car underhandedly and Enterprise is responsible for fixing this.
Thank you for bringing this to our attention, Erica. If you can provide a few additional details we’d like to know more and help out. Please email Care@ Enterprise.com with your contact information, your sales details, and all the information above so we can address this further. Thank you. –Carol H.
To Whom This May Concern
I am very upset every time i do Business at the JFK Enterprise location I always have an issue. When i use brooklyn,manhattan,and Atlanta Enterprise locations everything is smooth. When i use Enterprise I usaully do multiple vehicles for one week or more, which is why i was advised by a brooklyn rep from Brooklyn Carnarsie location to open a business account.
I made reservations giving the represantative confirmation number 1259485934 & 1259486291. My rental amount was $484.36 for each rental for a Chevy Suburban , i always use the Chevy suburban and the reason i did not go to the brooklyn location is because i called and they told me they do not have any available.
So i entered JFK location gave rep my info she pulled it up and i asked her clearly “how much is the additional Hold , i believe she said it was 20% of the rental so i would have to pay $520.90 , so the amount the rep gave me i multiplied it by 2 because i was renting 2 suvs at the same $484 price i transferred the $1100 to my credit card that would cover the amount the rep gave me.
There was so much confusion after i made the transfer, the im not sure what the rep did all of a sudden the hold increased to $581 and my card started decliining because there was not enough credit.
2nd for some odd reason this rep changed my rate one vehicle was $581.23 and the other was $520.90 this was very frustrating and makes no sense if i reserved the same car at the same price then why should i have to pay different prices. i couldnt understand and the rep kept telling me this is how it is, yet i couldnt understand it didnt seem right because i use enterprise all the time and i never had this problem. Now the the funds i made available was not enough to cover the rental, i called my back and was unable to make another transfer until the next, someway some how the rep made an adjustment and i was able to get vehicle.
3rd not only did i get charged extra i was only able to get one suburban i wanted two , this is why i choose JFK , when i made this reservation i was trying to contact the jfk locations and it seems like that is not an option.
4th
During the same day of rental i was pulled over by a police officer because the driver side brake light was out, the officer let me go because he realized the car was a rental. Again i tried calling jfk , i searched my receipt for a phone number and no luck. Because i was so busy i didnt get a chance to go back to JFk to tell them about this issue.
5th About the 3rd day the ford expedition that was given to me started making a knock noise however it would come and go , so i figured it was because of the bumpy roads. i didnt give it much thought. Friday night the vehicle started to making the same noise , i was planning to bring it back to jfk however the noise became lounder and i just parked it and called enterprise roadside assistance. I called around 11AM the tow truck arrived after 3:30PM, this was a day waisted for me, i missed out on business functions, and i my co workers no longer had a vehicle to get around so we had to sqeeze as much as we could in the Suburban and everyone else had to take use a car service .
when the tow truck arrived the Tow truck driver realize the rear driver side wheel was wobbling he ” said the bolts are loose and probably was not tighten properly”. Wow my heart automaticalley started racing This could of been a dangerous situtation if the wheel came off myself and my coworker could of had a terrible experience, and other pedestrains or cars in the vicinity.
6th i thought when the vehicle arrived to enterprise someone would call me in reference too this. i did not receive a call . Yesterday i received a call from enterprise stating they found a debit card in the car , and i could come pick it up, they made no references to the ford. So i asked and i was told they would research it and someone will call me back.
7th Jessica called my yesterday in reference too this issue. Jessica was the 2nd rep to help me on the day i made the reservation after the first rep made her mistakes. Jessica was the rep who for some reason increased my rental rate, my hold rate, and the rep who gave me the ford that i wasnt interested in. So i spoke to Jessica last night and i was explaining to her my experience with the vehicle and she seem more concerned about collecting more money from me . “She tells me the fuel in the car came back at 25% or not filled as it was supposed to be; she then mentioned i asked for prepay which i did not do, i never no prepay, the suburban was not prepay so why would i do the ford prepay; she then tells me the vehicle came back early so my rate changed, when you rent the vehicle for a week enterprise gives you 2 days free your final payment will be more ” Now i am saying too myself is she serious i could of been hurt driving this rental and your focused on additional charges. I became very upset internally and calmly told her i would call her tomorrow i cant talk about this now. She called my from her personally number. This has been a horrible experience its clear my experience is not being considered in this sitaution, she didnt even address the issue with the car at any point. I am a regular user of enterprise, i rent suvs at least 10 or more weeks per year i never had this problem. this is absurd, as long as Jessica is there i will never go back .
my RA # 639033916; 639033876
Damien Bromwell, we’d be happy to look into your experience. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, the rental agreement or reservation number, and all the details so we can research this promptly. Thank you. – Carol H.
WISE UP PEOPLE!! This company nor the CEO give a rip about your patronage or what you think as evidenced by the lack of response to our comments below and the 2 star rating they get from their many loyal customers. If my customer service rating was 2 stars, I (and most of you) would be closing the doors. The only possible rationale is that Pamela Nicholson is a sorry leader and has no respect for the folks that pay her salary. I have been locked up in conversation and debate with this group of inept individuals for over a year regarding an incident in one of their vehicles. You can not get anyone to call you back. I just got off the phone with a rep. After taking my information I asked a simple question: “Will someone be getting back in contact with me?” Her response (3 straight times) was “That is the goal”. Are you kidding me? I don’t care about you “goal”. I want some resolution to my problem. I want a return call. I want someone to resolve my issue. Is that too much to ask? I’m moving on. I have approximately 500 rental days over the past 2 and a half years with this sorry company. If they are treating me this way I feel sorry for those of you who rent less. Get another rental car company.
I have always rented from Enterprise and have always recommended others to rent from there as well due to your customer service. I must say the last few times I have rented a car I have been disappointed. Recently I rented a car and had made a reservation online weeks in advance. When I got there I had to wait 30 minutes for my car……I was asked if it was okay that it was dirty which okay I can tolerate but it was very dirty and black and a bit embarrassing to drive so I paid to have it washed. Second, which was really bad the car had no gas and was on empty. It was in the red and was told that sorry you can bring it back empty. I assume the cost to rent the car includes having it cleaned and a full tank. This is not the first time this has happened but seems to be getting worse. I had an appointment and a client I needed to drive to Portland but had to spend my own money to get the car cleaned. So now my rental fee is even higher…….I don’t understand what has happened to this company especially in today’s strong economy. I will be hard for me to recommend your company until there are improvements.
Thank you for your time,
Jeff
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame!
Thank you for sharing your feedback with us, Jeff. Our locations do their very best to take care of all customers in a timely fashion. If you would like to discuss your experience further, please email the details above along with your preferred contact information, your reservation or rental agreement numbers to ehiescalationscc@ mailca.custhelp.com. Thank you. – Carol H.
Good evening,
I made a reservation for our spring break ski trip over a month in advance. Received my confirmation email and even received a call a week before the pick up date to confirm reservation. We were excited about our annual trip to Colorado. Date to pick arrives just to find out that our van was given to someone else and all I got from enterprise was “I’m sorry”. Now I am left scrambling to find something that will accommodate everyone. Not very professional!
unsatisfied customer,
Hugo Soriano
Hugo Soriano, 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. Thank you. – Carol H. Social Monitoring
The fact that most other rental car agencies have now followed your agency’s leadership example in taking political action that actually impugns the judgement and character of millions of members of the NRA may bring you some “group comfort”. I would have expected such politically correct weakness from your many competitors, who did not have a founder (Lt. Jack C. Taylor USNR) with such a distinguished military connection as the founder of Enterprise. However, I would have never expected such disrespect from Enterprise directed at all the military and their families who are proudly also members of the NRA. Your marketing experts are correct when they say that in time all will be forgotten and people will always need to rent cars and they will shop for good deals that Enterprise will offer. This is all true. My military family will also rent from anyone going forward (regardless of their current attitude about NRA members) with a good rental deal, but NOT Enterprise. You are no longer unique among your competitors and it took this crisis to reveal this truth to all. What made Jack special you don’t have.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame!
I am a member of the NRA and I am highly irritated. You have my email address, look up my account and see how many times I rent cars with you each month. My wife also has an account with you and uses it about half the time I do. I will give you til the end of April to reconsider your political stance. If you choose this side of politics, I will no longer support you. My 40 car rentals a year is a drop in the bucked for you, but I will not be the only one. You decide.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame!
Your decision to cut ties with the NRA is disappointing. I will no longer patronize your company unless you reverse this poor decision. Since you sponsor the NCAA and they are under investigation by the FBI I predict your public relations department will have you sever ties there as well. Oh wait, that organization has no political value so you can very likely continue support. Or would that be a double standard?
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response.
I called the local Enterprise Rental office in Mystic, CT this morning to share my thoughts about the company’s stance with the NRA and find out who I should speak with regarding the matter. I was directed to call the corporate office for which I thanked the representative. I then stated I would like the local manager to know my position and could they also pass on what I shared with them here locally. The response was, I cannot speak with you about this further. Goodbye. CLICK! I have done hundreds of thousands of dollars of business with Enterprise in the past as I am a business owner. I have done business with Enterprise overseas as well. As soon as I was hung up on, I called the corporate office and informed them of what had just happened. I was informed that there is no customer relations office that I could call and that all they could do was listen and that they had no way of sharing my concerns with their management and that the only place to do so is online.
First, I used to be a customer. Second, I will never ever be a customer again. Third, for the information of Enterprise (and I will put this in my letter) you don’t punish law abiding citizens for behaving appropriately when a non law abiding citizen misbehaves. That sends the wrong message. It’s like taking a misbehaving child to get ice cream because they need a time out. Fourth, I used to believe Enterprise was a good corporate citizen. Needless to say, I no longer have this opinion and will find another resource that values sound principles and will listen to customers.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response.
I am not an NRA member, but still find your actions troubling. Have to believe this was some mid level manager’s misguided idea of currying good PR. The good news is our firm will continue to rent from Enterprise, and we’ll happily return each vehicle with a brand new NRA bumper sticker, free of charge.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response.
I applaud your NRA decision. You are my car rental choice for life.
Just to let you know, I will not be an Enterprise customer as long as they continue to participate in this attempted political lynching of the NRA. It is astonishing that what must be otherwise intelligent Enterprise executives are so obtuse as not to see the total illogic of blaming the NRA for the failure of the FBI, and local law enforcement involved in this recent tragedy.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response.
I realize you have the right to cut ties with the NRA, however I have the right to NEVER use your services again. Enterprise use to be my “go to” car rental place. I was very loyal to your company and have actually never used any other car rental company. That will change. Disappointed to say the least.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response. This “copy and paste” thing is pretty easy. Nice job, Carol.
You’ve now become a political entity, and your politics conflict with mine. You should have stayed out of the fight. I was a long-time customer – but no longer. I’ll take my business elsewhere.
They don’t care. Move on! You’ll get the same “cut and paste” job from Carol H. (whoever she is) as the other comments. I’d really like to have her job. Pretty lame! At least you are getting a response.
I am disgusted that Enterprise has decided to stop being associated with the National Rifle Association (NRA). The NRA is a grassroots organization of Americans to protect the rights of all Americans especially the 2nd Amendment. Without the 2nd Amendment the rest of the Amendments will fall as well. The members of the NRA are law abiding citizens and had nothing to do with the crazed maniac that perpetuated the horrible crime in Florida. The blame needs to be put to our politicians who refuse to do what is necessary to keep these maniacs from getting their hands on weapons or the help that they need as well as the law enforcement agencies who had ample warning prior to these incidents. I have been a long time user of Enterprise but will no longer use your company for any of my travels unless this decision is reversed immediately. I am also contacting all my friends and family who share my views on the importance of our Constitutional Rights.
Whenever we travel you have been our first choice. Those days are over. The insanity of blaming the NRA for the school shooting is typical of Libtardism. Blame the people who literally had nothing to do with it while excusing those who should be at least fired if not worse. I’m just done with companies like you.
I have used Enterprise quite regularly in my business travels and I am not a member of the NRA but I support our constitution and will no longer sent business to Enterprise. There is no connection between the sick and mentally unstable people who have committed these horrible mass killings and our right to bear arms. The division in our country you are fostering with your political stance is ill advised and will only lead to greater discord among our citizens. This is not the answer and will not solve the issue.
I have been an enterprise plus member for extended period. I travel frequently for work and pleasure .I am also a lifetime member of the nra I did not even know about or have ever used the discount.as you have chosen to abandon all of us who are gun owners I will be canceling my account and will never again use enterprise
I would like to pray for all the families that have lost someone during this recent School shooting in Florida High School. Congratulations to Enterprise and the other Companies that have decided to take a position in greater gun control in America. If people wish to play with guns they should wear a uniform whether for the Military or Law enforcement where you are not just shooting at a stationary target that does not shoot back. Navy Veteran…
I’m concerned that your NRA decision was motivated by fear, generated produced by computer programs which use stolen identity’s to flood company’s to bend them to their will. But when you decide delve into Politics you should do it face to face and you will realize, There are more freedom loving AMERICANS than there are power hungry Communists. Therefore I will stop using Enterprise Rental and look for another Free Thinking car renter for this year. P.S. Remember Chick-Fil-A Protest!
Your business ethics really suck! Your company illegally charged me for a rental in December 2017. I seriously doubt anyone in this company cares about the customer. Due to your lack of a proper offer I will continue to warn as many as I can to NEVER use you. Also since I am a NRA member you have insulted me twice now!.
I am disappointed in your decision to cut ties with the NRA! As a retired military member and patriotic citizen, I and my family will no longer use Enterprise car rental! It is irresponsible to hold them responsible for any illegal activities that occur! They supply product that are constitutionally lawful, to Americans citizens. It is congress who makes the laws to regulate these products!
Thanks for listening
Dean R. Hall (CMSgt Ret, USAF)
My wife and I travel pretty regularly and when we do we either rent from Enterprise or Alamo. Your decision to sever ties with the NRA has caused us to sever ties with you. We will no longer be renting from you until you reverse your decision regarding the NRA.
To Whom It May Concern:
Your decision to eliminate your partnership with the NRA is an injustice. It is also a big mistake.
You have sided against law abiding citizens who value our constitution and due process. Instead you have sided with those who disregard law abiding citizens and our rights embodied in the U.S. Constitution.
Because of your unjust and politically biased decision, this letter is to inform you that we will no longer do business with any of your brands. Further, we will also inform your partners of our decision to cut ties with your firm.
Until your company publically denounces those who seek to erode our constitutional rights, and your company makes a full and public commitment to support the NRA, we will stop doing business with your company and all of its brands and will immediately switch our business to one of your many competitors.
Sincerely,
I am OUTRAGED that your company has become political by attacking the millions of gun owners in this country! The NRA isn’t simply a name, but rather is millions of American citizens (and potential car rental customers). Through your political activism you have implied that millions of gun owners are somehow complicit in the Florida school shooting!!!
Though I’ve never been a NRA member, I will likely join now to help to protect our Constitutional Second Amendment rights which YOU have attacked!!!
SHAME!!!
Please note I am canceling my Account. If Enterprise wants to get in politics that is your choice and it is my choice to use another rental company. To blame the NRA for Mass shootings is based on ignorance that surprised me coming from a reputable company like Enterprise.
I have only rented cars from enterprise in the past. I will no longer rent cars from enterprise since you have decided to insult gun owners and their lawful organizations.
We have been loyal Enterprise customers for many years. Not only for rentals but we have purchased several cars from Enterprise. We have always sang the praises and encouraged others to use Enterprise. No more. Any company that cowers to unjustified social pressure does not deserve my business. I truly hope this hits you hard right where it hurts. In your back pocket. There are many other agencies for me to choose from.
As a lifelong customer, I am appalled that you have now waded in to political controversy. I last rented from you in November, and it will indeed be my last. Why you are compelled to smear an entire law abiding group of people with the horrific behavior of a very disturbed young man who had repeatedly cried for help and was passed over and ignored by the most sophisticated law agencies is beyond me.
It’s sad that you kowtowed to the social justice mob that falsely accuses the NRA, myself and millions of other law abiding citizens, for the actions of a madman and the failures of several government agencies. Remember that a relationship goes both ways. I hope your virtue signaling to the social justice mob is worth the loss of millions of customers.
I am the NRA.
Entering the arena of politics will get you nothing but contempt. Now you’re going to have to cater to every whim of every nut job group out there.
For me and my family, who had rented from you at least yearly for vacation trips, we will no longer do business with you since you feel it a good decision to penalize millions of Americans for the actions of one and the inactions of the law enforcement officials.
Mark
If Enterprise wanted to sever their relationship with NRA Members you could have done that quietly, but you just had to enter the political arena and make a political statement. As an NRA Member and a former loyal Enterprise customer, I am insulted. Why would you want to insult your loyal customers? What bone-headed moron made such a decision? I always gave preference to Enterprise and then Alamo when I rented a car because I am a native Missourian and felt a kinship to Enterprise, but not any longer. I will look to other companies now when I rent a car, even if I have to pay more. As a business, you should stay out of politics.
Jack Taylor is rolling over in his grave.
I find your decision to plunge into the complex politics of gun control and somehow determine the NRA culpable for the actions of a mentally ill boy both uninformed and unjust. As a result I will vote with my wallet and not utilize your services in the future. I would have greatly enjoyed listening to how your executives passed over the failures of multiple police departments, the FBI and probably a yet to be identified psychologist to come to such a decision. Regrettably, it would appear liberal and conservative designations have become very much part of brand identity in the USA that consumers must be cognizant.
Pure rank hypocrisy—one nut case gets loose and causes a tragedy–but it’s the NRA that somehow gets blamed. Yet Enterprise, Alamo, Hertz, and Budget all provide vehicles on a daily basis which contribute to the killing of over 30,000 American every year. Does anybody aside from myself detect the toe curling aroma of corporate bull s**t here? Semper Fi.
I use Enterprise Rentals on a monthly basis since my car was totaled last year. Your availability has helped me tremendously, and your customer service always remains above average. It is important to me that you have severed ties with the NRA. If you had NOT disconnected with that organization, I WOULD HAVE taken my business elsewhere in spite of the wonderful services I receive from Enterprise Rent-A-Car.
Needless to say, I am CURRENTLY renting one of your vehicles this weekend, and I have proudly shared with family and friends that I am doing so. I have encouraged them to consider your services when they need to rent a vehcile.
Thank you for your bravery in this action.
Ms. Branch
If you would be completely honest, you never even knew Enterprise was giving NRA Members a discount and would have never been the wiser. Some bone-head at Enterprise fixed that, though.
To penalize the NRA for what one madman had done is unacceptable. That gun didn’t kill those people, the mentally ill person who pulled the trigger did. My business uses Enterprise for 70% of our rental car needs. That just stopped. Corporate America needs to back off this folding and bowing over these issues. The NRA promotes more gun safety and does more for this country than Enterprise ever will. You won’t need to worry about my company darkening any of your doorways ever again.
As a loyal customer with my privately owned body shop I have referred thousands of clients to you business. I will pull my support for enterprise due to there punishments to the nra for backing American freedom. I think you will find the silent majority stronger than the whining snowflakes. We work hard to support the week. Don’t tread on me or my rights. Stay out of politics and rent cars. You major corps will fail in the end for your twisted stance. Kids are eating tide pods one week and then talking about gun rights the next and you listen. Good luck. This fish will find a new pond.
I cant believe Enterprise is playing politics. I dont rent cars often but when I do I almost always use Enterprise. Never again! You can speak with your policies but we will speak with how we spend our money.I think history will find you on the wrong side of the people.Why not have a conversation with your customers in terms of a poll instead ? Goodbye Enterprise and Hertz. Hello small independent car rental companies!
I am canceling my account with Enterprise and will not rent a vehicle until your business relationship with the members of the NRA is reinstated. I have been a loyal customer for many years, however, PENALIZING the members of the NRA who seem to hold different opinions to yours on gun rights, Second Amendment right, after recognizing them with a discount program demonstrates weak corporate leadership. I will not support such a company.
I have been a loyal customer of Enterprise Rent-a-Car but Not anymore. I will NEVER EVER do anymore business with you after disrespecting our Constitutional rights and your stance against the NRA. You are disgrace to all freedom loving Americans.
Because of your recent reaction to the NRA, I will not rent from you or recommend your company to others. I am truly disgusted that you would treat NRA members this way by putting your seal of disapproval on an organization. Who is next, the AARP, Christians or anyone else who does not share your opinion?
Shame on you Enterprise for making political statements and making a very bad decision to cut loose of the NRA. We will be doing business elsewhere in the future. #boycottenterprise
As a customer for years and years I will no longer rent a car from your company. Why you ask? Because of your socialistic position against the NRA!!!
I hope more and more former customers stand tall and stand up AGAINST your operation. You don’t know how good you had it!!!
One positive is I will sell short your stock.
How can a company that takes money from people of all political beliefs make a political move against a group for political reasons? Do you really want all NRA members as well as all people who believe in tne Constitution of the US (2nd Amendment ) to no longer rent from Enterprise???
Hey Enterprise-> BIG MISTAKE ! ! !
I have been a loyal customer of yours for over 40 years – renting from locations all over the country. I would not even call another company – I would only call and book with you, because of my respect for Mr. Jack Taylor a true American WW2 hero.
I will NEVER again use your company due to your unwise decision to no longer want the business of NRA Members.
I am sure Mr. Jack Taylor is spinning in his grave over this shortsighted and UnAmerican decision -> You should be ASHAMED of yourselves…
We have used Enterprise extensively over the past +8 years, primarily because your customer service is exceptional. I am currently writing a directive to all my employees not to use Enterprise going forward because of your stance on the NRA.
I am deeply disturbed by your decision to bow down to liberal ideals. A car rental company should not be politically motivated in any way. Regardless, your decision to revoke privileges for Constitutionally minded individuals, NRA members, to be specific has made my car rental decision for me. I will only rent from American companies that believe in American ideals.
Hello,
I just wanted to thank you very much for severing ties with the NRA. The power they have is enabling people to get their hands on deadly weapons too easily, and the first step is to cut finances from the enablers.
Thank you again.
Thank you for dropping your support of the NRA.
I’m just a very small fish in the sea as far as your customers but I am now an X customer. (And I had almost finalized a car rental in the UK with Enterprise but I will now pay the extra money to take the train instead.) Taking your support from the NRA for this shooting really shows your ignorance not only as to what the NRA is about but also the “cause” of the shooting. I’d write more but I have already wasted more time thinking about your company then it is worth.
I have been a loyal Enterprise customer for more than 30 years. However, due to your lack of support for my constitutionally protected rights I will discontinue my relationship with Enterprise. Let’s see how your support of liberalism instead of the Constitution works out for you financially.
We have been Enterprise customers for many years, renting automobiles for business, pleasure and have also bought several cars at the Ft. Myers, FL site. The decision by Enterprise/Alamo/National to discontinue NRA discounts is disappointing to our family. Management caved to a group of bully’s with a specific political agenda – not sound business judgement. This indicates a weak team with a poor grasp of the Enterprise customer base.
Whether we are members of the NRA or not , we WERE consumers.
Hopefully management will review their decision and choose a different course. In the interim, we choose to purchase that 4th vehicle this month elsewhere.
Dear Enterprise companies,
As a loyal personal and business customer for over 10 years, I will no longer be doing business with Enterprise or any of your holdings due to your disassociation from the NRA. By cutting ties with the NRA you have made it clear that you are anti American, are against our 2nd amendment rights and you are against the Constitution. My husband and I will be recommending to all our personal and business associates that they take their business elsewhere.
Sirs: I have been a user of your services for many years. I don’t rent often but Enterprise was my go-to company when the need arose. I’m saddened today to tell you that I will never rent from you nor your competitor Hertz ever again. You have skulked away from an organization that has, almost single handedly, preserved the 2nd amendment. Without it, none of the other amendments would ever be supported including the 1st. Why you think that abandoning millions of NRA and 2A supporters ill improve your bottom line is illogical and I suspect that you will be receiving many many emails and letters like this one to prove it. You are entitled to your opinions. I am also entitled to take my business elsewhere. Congratulations on a brilliant strategy. You’ll be asking yourself why you didn’t think about it sooner!
I have rented from enterprise since 1971. Do to your anti 2nd amendment bias I will not do business with enterprise or your affiliates anymore
I just read that Enterprise has cancelled their affiliation with the NRA due to the pressure from various anti gun groups.
I will no longer be a customer of Enterprise during any of my business and personal travels. I have also directed my sales people to avoid Enterprise wherever possible
Your Board are such cowards AND not very smart. Do you REALLY think that the NRA had anything to do with that horrible tragedy? Do you REALLY think the NRA condones killing INNOCENT CHILDREN? Do you always make decisions based on emotion and not on reason? Very poor business practice if you ask me. Do you really think that removing yourself as a partner from the NRA is going to improve or even save your bottom line…..well, we shall see. I for one will never use your services AND I hope the NRA never re-establishes any type of relationship with you. I suggest your Board read the Constitution of the United States, and seek more information of what the NRA truly stands for.
I have used enterprise several times over the years. But now since they want to pull discounts from a group of people that had nothing to do in the school shooting. The NRA didn’t cause it. The name did. But you have taken it upon yourself to reflect your opinion on your consumers. Well as of this day forward my family and I will never give you the chance for our buisness ever again.
NRA and Second Amendment advocates hate school shootings. To punish NRA members is absolutely wrong. The NRA are not “child-murderers.” The dishonesty being leveled against conservatives is absolutely indefensible and for your company to pile on is profoundly disappointing. No NRA member has ever engaged in a mass casualty. It was an NRA weapons instructor that stopped the church shooter in Texas last fall. But nobody wanted to interview that good samaritan with an AR-15 defending lives. Why??
Due to your recent stance regarding the law abiding members of the NRA I will no longer patronize your company.
Now why did you have to go and make a political move against law abiding citizens?
Anti second amendment propaganda = less revenue for you.
Bye Bye enterprise,
I’m taking my business to Hertz
I am a proud member of the NRA. After your decision regarding the NRA I will decline to use your services ever again unless you reverse your decision.
Please unsubscribe me from your email list.
P.S. I recommend you stay out of politics
We are DONE renting cars from you or any other business boycotting or cancelling a relationship with the NRA–the recent shooting took place in our area, and you all are either gutless or naive or worse yet, beholden to the PC driven hate-filled progressive left to surmise that the NRA had any responsibility whatsoever in this event–that organization more than any other is protective of our freedoms–since ultimately, the 2nd amendment insures the freedoms to all Americans of our entire Bill of Rights. Shootings like this will cease when we get real and “harden” our schools like anything else we deem precious and protect !! You really must be media “dumbed-down” if you think the bulk of Americans will swallow your actions!
Was just going to rent from Enterprise while my car is in the shop after an accident. Once I heard Enterprise no longer associates with the member-driven NRA, I chose to rent from one of your competitors. This member will not support a company that does not support The Constitution.
Via my email, you will be able to find my previous uses of Enterprises. I have been a long-term customer, but your decision to kowtow to the dark forces who desire to disarm all law-abiding Americans is very troubling. Being opposed to those who desire nothing more but to keep their families safe and protect freedom for the future is forcing me as a good customer into an untenable place. The NRA did not shoot anybody, nor did I. I do not know who or what convinced you this was a politically expedient idea, but you are now financial anathema to the lawful believers in the 2nd amendment. I will be greatly inconvenienced by this, but your choice of sides against the law-abiding members of American society is a deliberate choice against the intent of the Constitution. I am hopeful that my voice, as it joins the many who you have betrayed today, will be heard and you will step back from the precipice you have placed yourself onto. Be wise. Support real America.
Dear Enterprise companies,
As a loyal personal and business customer for over 10 years, I will no longer do business with any of your companies. The reason is simple….your knee jerk partisan cancellation of NRA discounts. I will suggest that all my personal and business associates give their business to another company and will further suggest they do the same.
So you decided to end your support of the NRA, now I will end my support of enterprise! I am a member of the NRA, I have never used any of my firearms to harm anyone nor have the firearms just went out and did it themselves. Are you blaming the NRA or firearms for the tragedy that took place??? Guess enterprise should be blamed for every crime, accident and DUI that has occurred involving 1 of your vehicles. How many people have died or been harmed because it was enterprises fault? Shame on you and I will spread the word to all my family and friends whether they are NRA members or not.
membership.nra.org/Join/Annuals
You decided to drop NRA Members….. as a longtime loyal customer of yours, I am dropping YOU !
I will spread the word loud and clear, not to do business with Enterprise !…. You just showed your hand…. as a Communist company…. I am sure your competition will love to rent to me and many others.
I totally agree with those commenters who say that you have made a mistake when you entered into politics and withdrew from NRA support. You can be assured that I and my entire family will go to other car rental agencies from now on or until you see the error of this decision and leave politics behind and return to the NRA. I yes, I am a (new) NRA member and a veteran – like your company founder was.
I just called the company to cancel our Enterprise plus memberships. I and most of my family have been in law enforcement for many years. My career spanned 34 years, and now the policy makers at Enterprise have put me in the same category as that murderous SOB that killed those children. I am an NRA member and have been for most of my adult life. To suggest that I and others like me are the equivalent to that killer is reprehensible. The NRA is not a boogieman it’s approximately four million honest Americans. I won’t do business with Enterprise who’s policy makers are so shortsighted and so willing to castigate their customers.
myself or anyone in my family will not be using your services or any other company that is ignorant enough to enter the political arena. stick to renting cars if you have any customers left. lifetime nra member
Was planning a long road trip this summer with my wife and kids. When I saw that you have decided to discriminate against NRA members you narrowed my search for a rental company down quite a bit. I will not be renting from you and I also joined the NRA just to spite anti freedom idiots like yourself.
I am shocked that you would take a stance to alienate a large portion of our country over politics. When you have taken my thousands of dollars over the years in rentals, not once did politics come into play. I will not do business again with you or any of your subsidiaries, unless you make a National statement that you made a mistake in singling out the NRA. This is appalling from a business model. I hope the board gets removed for this decision.
We always use Enterprise for our car rentals. Now that you have stuck your nose into politics I think we are going to have to re-consider who we take our business to. Too bad, I liked renting with your company.
Steve
Regarding the NRA: Enterprise you made a big mistake. Many law abiding patriotic Americans who own guns also rent cars. Since you have decided to alienate all of us and you have taken sides with the socialist leftists in this country, you have made it clear you are anti American, you are against our 2nd amendment rights and you are against the Constitution. Therefore, me and my family will never use your car rental services. I will spread the word to everyone I know to boycott your business.
I haven’t rented a car for awhile, so enterprise you won’t be losing immediate profits, but car renting is something I will probably be doing in the not so distant future. I will not be renting from you due to your idiotic reaction of discontinuing your NRA member discount to appease the PC mob . I am not a member of NRA – today, but may be in the very near future. The left wing fascists are responsible for the school shootings as they made schools “gun free zones” / AKA “murder at will zones” leading to the mass murders. And you choosing to kowtow to them and attack the NRA, which has had nothing to do with the school murders, is, in my mind, reprehensible and goes against all things American.
Stay out of politics.
The second amendment is a civil right.
An individual one upheld by the Supreme Court.
Outlaw guns?
Drugs have been outlawed my entire life
See how little there is now?
Having worked as an auto claims adjuster for major auto insurance companies for many years, I can say that Enterprise provided great service and was at the top my list for referrals. Enterprise was also very high on our list for new-hires, as Enterprise employees were taken advantage of and under-paid. While not an NRA member, I agree with much that it does. Enterprise has dropped to the bottom of my list , and probably very many of my compatriots. Hope your shareholders support your action. I do not.
Hello Enterprise,
I learned today that you will no longer honor NRA discounts. Since Enterprise/Dollar/Alamo has now become a corporate arm of liberal fascism and hatred, I will never be your customer again. I have been a long-term customer, heavy traveler (at least 1 month of XXXXulative rentals per year). You don’t want my money, so be it. You would rather lose money by supporting liberal fascists and terrorists who want to kill Republicans. Please continue to support liberal fascist democrats who never actually spend money but only spend fake outrage. Welcome to bankruptcy, as a liberal fascist company.
Once again, I will never rent from Enterprise, Dollar or Alamo as long you remain a liberal democrat fascist propaganda outlet.
Since you have decided to “punish” NRA members by belonging to the NRA, I will not no longer support you. It appears that you have a problem with supporters of the Constitution. Just make sure you pull your discounts for members of all the other “rights” organizations as well… I’m not a member of the NRA but I’m sure as heck thinking about it..
I INTEND TO BOYCOTT ENTERPRISE OVER ITS DECISION TO CURTAIL DISCOUNTS TO THE NRA MEMBERSHIP. I LOOK FOR MOST NRA MEMBERS AND USAA MEMBERS TO FOLLOW.
I HOPE ENTERPRISE FEELS THE IMPACT FOR ITS DECISION TO INSULT THE LAW ABIDING NRA MEMBERS AND VETERANS IN THE UNITED STATES
To whom it may concern, due to your stance against the NRA I have taken the time to let you know that I will not be using your car service anymore. I have taken your card out of my wallet and will be in no use of it anymore. Every NRA member I have ever met is a good person and someone I respect. To disrespect this group and the members in it , I cannot abide. I am truly insulted at your lack of common sense. I will take my money somewhere else, thank you , Thomas L Sawyer.
You just lost a customer for life for you and Alamo and National. Enjoy it.
Today I learned that you no longer will give discounts to NRA members. I understand that as a company you are free to do as you choose, but to side with people who go against an enumerated right in the constitution causes me to pause. What makes America different and thereby the exception to any other civilization in human history is the founding ideal that the people have the flower and not the government. The 2nd amendment was a necessary addition into the constitution as to enable a free people to remain free from all terrorists both foreign and domestic including the opressive encroachment of a tyrannical government. The NRA supports the 2nd amendment as so many others would so gladly take away our right for not only self defense but survival itself. As a company, I would hope you would rethink your knee jerk decision in what can only be seen be so many as either an out of touch decision by executives who participate in a failed ideology or a decision based on a misreading of the populous at large. Personally I hope it is the latter, because as anyone who ever saw what happened with Target stores, the former is quite detrimental. That being said, unless and until you reverse your poor and bigoted decision, I will not use any of your companies and will do all I can to get the word out that everyone else use your competitors, companies that are ready to support freedom and American Citizens.
I am not a member of the NRA but I do know that organization is not responsible for the act of mentally ill persons. Prior to this latest event, you had no problem soliciting members’ business by offering a discount. You and your other two companies, National Car Rental and MORE have insulted a lot of good people by discontinuing this discount. And while that is your right, it is our right to boycott you and spread the word of your actions.
I just learned that you longer support for the NRA as a business owner and use your car rental quite frequently I will no long support you in renting any more of your cars hope that my business that I used in dollar amount up to 10,000 plus a year will impact your stupidity for caving in to the anti American agenda of Soros and the demorats !!
I ditto all of the other folks that are going to boycott Enterprise in the future for dropping the NRA discounts.
As an NRA member I am appalled that you would sucXXXXb to the crying liberals who don’t like the NRA. I’ll take my business elsewhere!
Mark XXXXan
Enterprise, please be advised that I am terminating my account with you because of your cowardly corporate decision to terminate your relationship with the NRA. If you are too weak to stand up to what is obviously an orchestrated campaign, then you don’t deserve my business.
The NRA is no more responsible for school shootings than you are for drunk drivers killing innocent people. The tragic school shooting in Florida is directly related to the failures of government at the local, state and federal levels. Government inaction and downright incompetence allowed this tragedy to happen, NOT the NRA.
Upon learning today that Enterprise will no longer offer incentives to NRA members, based upon irrational pressure from anti-gun zealots, I have decided I will NEVER rent a vehicle from Enterprise or any of its affiliates. I will also take this opportunity to convince everyone I know to do the same. Hopefully, you shall reap what you sow, and your company will suffer greatly as a result of this knee-jerk decision.
As an NRA member I will not be using your car rental service in the future. You need to think twice about discontinuing your relationship with the NRA. The NRA is an advocate for the common man who supports the 2nd Amendment. The NRA receives no Federal funds like Planned Parenthood does. Do not yield to the emotional breakdowns of the far left.
Any clueless person as dumb as the CEO of Enterprise that thinks that the NRA is part of the current problem rather than a patriotic organization that supports the U.S. Constitution and the specifically the Second Amendment neither deserves to be CEO or to get my business. Ann Busta that posted about the NRA is as dumb as a bag of hammers – what an idiot. No intelligence there; just a clueless liberal, preggers at 17, with an anti-Second Amendment agenda, clueless, and no knowledge of how to fix a problem. She should send her kids to another “Gun Free Zone” for mentally ill and liberal teachers to protect them and fill their heads with socialist mush. Find a safe zone lady and park it.
No more business rentals from me when I travel.
Dear Enterprise,
Today I learned that Enterprise is a supporter of the National Rifle Association (NRA) from a reliable source on Twitter. If this is NOT true, which I hope it is not, please let me know so that I can be part of stopping misinformation from spreading. I will gladly share your response with this source and their followers.
If this IS true, as a citizen of this country and an Enterprise customer, I want you to know how seriously vile your sponsorship of this organization is. It is not a sportsman group. A sportsman’s group doesn’t give millions of dollars to lawmakers to keep them silent and frozen in inaction while our children and community members are gunned down with killing machines and weapons of warfare. I strongly encourage you to do what right and immediately stop all is funding to this hateful organization AND to publicly express why you are ceasing funding. The quote on the About Us page of your website makes me hopeful that you will do the right thing, “Take care of your customers and employees first, and the profits will follow.”
My family would like to continue to spend our vacations using Enterprise’s services. We are looking forward to our upcoming trip and confirmed reservation in July. We will not be able to continue our relationship with you if you continue to support the NRA and organizations like it.
Ann Busta and family
And there are millions of NRA members, like myself who have been using Enterprise services for years but will stop if they end their relationship.
Ms. Busta, you blame the NRA but leave out the responsibility of the individual who committed this despicable act. The NRA is not a hateful organization but is comprised of millions of folks who use their weapons for lawful purposes like hunting and self defense. You do not blame the FBI, local police in Parkland and others who missed the obvious signs that the shooter was disturbed and violent. You do not blame the state governments who fail to report offenders to the NICS database which would prohibit individuals from getting access to guns.
For members of the NRA who know how responsible that organization is, it is infuriating to see it used again and again as a whipping boy by the anti-gun left, whose members never bothered to investigate or report their true mission: responsible gun ownership, protection of the Second Amendment, and the right of American citizens to protect themselves.
Coach Feis, who died after he threw himself in front of a group of kids and saved their lives, could have taken the shooter out had he been permitted to carry a gun. He might well have saved many more lives had he been armed.
One of the main things that contributed to the Parkland killings was that schools are gun free zones. Of all places for a shooter to choose, a school is the best, nobody will shoot back and they know it. Let us protect our schoolchildren with the same fervor with which we protect those schlubs in Congress and all those Hollywood celebrities who never venture outside their homes without armed security.
you are a vile flaming liberal who is hating on people who had nothing to do with the shootings that the FBI(government) could of prevented. So enterprise I also am a customer of enterprise and use your services a lot, but if you decide to side with the communists then I must resign my membership from you. I hate stupid people like Ann here because she thinks with emotions and not logic, which is why she wants more government control, thus more government failure.
Not an NRA member but a concerned citizen who loves this country and want it to stay free.
As a loyal customer for many, many years you stance on the NRA is unacceptable.
STAY OUT OF POLITICS or risk losing thousand of loyal customers
I really liked using your company but I am ABSOLUTELY ticked at your political correct actions and separating yourself from the NRA.
I used your company about 60-80 days out of the year and your political activity has forced me to use another company. Bye Bye.
I had a bad experience with car sales. I purchase a car in November. I had the car for two months and two weeks. They call me saying the finance company wanted more money down to finance. I put down 1200 from the start drove off with the car received my tags for the car. I had contract paperwork and everything. They want me to bring another 1250 to keep the car. I went through my credit union and got me a car. Now enterprise do t want to give my 1200 back like its taking so long. I talk to my lawyer he said i had every right to keep the car because that was there fault. I need my money and my will be calling office tomorrow.
VANNESSA JOHNSON, we value your feedback and would like to help put you in touch with management. To speak with us further about your experience, please email Care@ Enterprise.com with your full name, phone number, the exact Car Sales office location, the make and model vehicle, your sales contract details, and any other details you would like to add. Thanks! – Carol H. Social Monitoring
This will now be the third attempt to ensure this concern is resolved. Late January I was told that I would be going on a business trip and I would be leaving February 4th that would end in Alexandria, LA. On February 2nd I received my reservations, the car rental was booked through Hertz which struck me as odd, because our company usually use Enterprise for car rentals. Those within the company that travel are all reward members with Enterprise. On my own I wanted to understand why the car rental was not booked through Enterprise. Doing some research, I come to find out that there is not an Enterprise location at the Alexandria airport. I looked for an Enterprise within the area to possible change my reservation. According to MapQuest there was an Enterprise 7.4 miles away. The website also showed that location offered a pickup service.
After being in the military for 20 years, I did not take the information at face-value. Therefore, I called the location. The first time a call, a young woman answered the phone. I asked her about the pickup service, her reply was that she is not sure if this location offered a pickup service because she normally works at another location. She asked if I could be placed on hold while she tried to find out, I was on hold for 20 minutes before I hung up and called back. The second time I called, a gentlemen answered the phone, once again I asked about the pickup service. He told me that the store has a skeleton crew on Sundays, therefore can not offer the pickup service. There was no other information asked, just a flat no response. I felt like I was an inconvenience during the second call. Truly felt like the guy could not wait to get off the phone. I called customer service and explained the situation to her, she was empathetic to the situation. She also confirmed that the website showed that location offered a pickup service. She asked me If I would like a call from the Regional Manager about this, and I told her that I would like a call. She marked the call back from the Regional Manager as urgent, since this was Thursday night and I was leaving that Sunday. I was really hoping to change the reservation from Hertz to Enterprise to be ale to acXXXXulate points on my account, since this reservation is slotted for 3 weeks and needed a truck. Before taxes the total bill was showing approximately $950, which is not a lot of money in the scheme of things. Since this Enterprise is a small location, I would venture to bet that a sale close to $1000 would benefit the store. I was hoping for a call on Friday but no call. I am realistic and was not expecting a call over the weekend.
Finally, I called customer service again on February 12th, 10 days after may initial call, restating the initial story and adding the fact that the Regional manager still had not called me. After speaking to customer service the second time, I finally received a call within 2.5 hours from the Enterprise location that I called on February 2nd. When I spoke to him he was apologetic to the situation and I appreciate the apology. He asked me for my email so he could send me a complimentary day rental. After waiting 10 days to hear from someone from Enterprise but no one ever called until I called customer service again. I did receive an email from the store manager with the complimentary day, which is for that store only, which the chances that I would use that location again is slim if non-existent. After receiving the email I looked at the email there was no empathy. The subject line read ONE FREED DAY RENTAL. After what I went through to talk to someone from Enterprise, the subject line an email, one would think more thought would go in to the email.
After this experience, it will really make me think twice about using Enterprise, considering I have quite a few trips that are planned and will require a rental car for a minimum of 2 weeks.
Enterprise Rental Car and my insurance company work together. I was sent to Enterprise to get a rental after my car was totaled. Upon Picking up car I have no return date. In the past the insurance company informed Enterprise of the due date and Enterprise called to let me know when the car was due. I do not know Enterprise policy but I did not receive a call from Enterprise until a week and a half after the car was due come to find out they were charging my card and didn’t bother to call until the charge would no longer go through. That’s when they called and told me the car was due a week and a half ago. If my card would have went through I wouldn’t have heard from them. Now they claim they called me but the great thing about cell phones is you can get all incoming calls I have proof they never called until the day they tried to run my card again and it didn’t go through. Furthermore I did not authorize them to charge my card for additional days. Now I keep getting harassed about paying the balance I had no reason to not take the car back if informed. I would never opt to pay out of pocket unnecessarily. They couldn’t call me when the car was due but now all of a sudden call for payment. Shameful!!! I am campaigning for my Insurance company that serves only Military and Veterans cut ties with Enterprise for these shady tactics!!!!
The Enterprise location is located
534 Athens Hwy #2d,
Loganville, GA 30052
B Dixon, 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. Thank you. – Carol H.
would love to see all enterprise employees receive a bonus or pay increase we talk to hundreds of people a week and telling them that WE got a raise or bonus would be great for promotions on every level
hertz claims they are already go ahead in this measure
want to take part in this!he $1,000.00 bonus checks be sent? And minimum wage increases take effect. Due to the Trump tax credits! I am sure Enterprise will,
I rented a car from the Westwood Nj location. The staff is nice but the car was HORRIBLE! I was given a Ford Focus with an EXPIRED inspection sticker. I was the last customer to pick up a car right before they closed so I couldn’t exchange the car right away. The next morning I was on my way on a road trip 6 1/2-7hrs away. The car jerks a lot. The rpm goes up to 4 when pressing on the gas to only accelerate to 20mph. This pushes all the gas out the car so I was focused to refuel AGAIN! The car was shaking and I truly didn’t feel safe In it. So of course I had to be inconvenienced to go to the enterprise in a diff state. I was almost late for my interview I had because of car Nonsense that could have been avoided!.. I called this morning to complain and they tell me the car jerking is a COMMON AND FREQUENT complaint from customers! Really?! Then why rent that car out again if you “pride yourself on 100% satisfaction!” The guy insisted that when I get a call for a survey to give them “completely satisfied.” Really? All you care about is your little survey? What about not renting out cheap cars that people will feel unsafe in. He gave me like $10-20 off my rental subtotal. No that’s not enough! I will give you 100% saitsifaction if I get ALL my money back for being given a car that’s unsafe to drive . And how about only renting cars out to people that work properly so they feel safe as well. I look forward to hearing from corporate! I don’t want to deal with the private location, it’s on a corporate level now!!
AliciA,
We’ve noted your comments and would like to speak with you further. Please send us 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. – Carol H.
I was renting a car from Enterprise in Westerly, R.I. — what they requested was a license, bill – electric, phone, and a paystub which I provided to the manager and he refused to rent car to me after having done so 3 other times because he said by elec. bill was too high. It is winter, and my bill is none of your business. I pay for the rentals and returns. Your system is bull crap and I will not tolerate this nonsense as a customer. Good riddance Westerly, R.I. office you will not be open much longer with your kind of business and customer service.
Lilly Wong, our debit card policies are in place for loss prevention and risk management reasons. Because debit cards are not backed by a secure line of credit, our locations require additional doXXXXentation for security purposes. This policy helps keep costs and rates low. Thank you! -Carol H.
On 1/3/17 I had a reservation to be picked up at 11 a.m at my home by Enterprise by 11:10 no one came, no one called. I called the Enterprise office on Western Blvd in Jacksonville N.C. was put on hold for 20 minutes no one picked up. While waiting on hold I called the 800 number asking what was going on with my pick up, they tried and also could not get through. Meanwhile a Enterprise employee pulls up at 11:30 and tells me he is outside. I get into the vehicle I ask why is he so late because I had appointments and things that had to be done at specific times. He was very nice but informed me that he got lost, I can’t understand getting lost with GPS available in this country. Never the less he apologizes for being late the car I was picked up in was dirty inside and out. He apologized for that saying he couldn’t clean the outside of the car because the hose was frozen, still the inside of the vehicle was dirty. I was so late now for my appointments I told him it would take to long for me to get another vehicle from him. SO I JUST BASICALLY SIGNED THE PAPERWORK AND LEFT! So I had to drive around in a dirty vehicle which also the gas tank was on EMPTY. Twelve hours after I returned the vehicle I attempted to use my credit card and the 200.00 hold is still on my credit card. Which I find ridiculous, Enterprise didn’t have to wait over 12 hours to get paid then the customer should not have to wait 12 hours to get the hold taken off. I have traveled extensively and this was the worst rental car experience as of yet, With modern technology the way it is today Enterprise should make sure their employees know where they are going, they should pick customers up on time or at least call to notify them they are going to be late. The customer should be picked up in a clean car inside and out whether or not this is the car intended to be rented. Last but not least the customer should have their money refunded at least two hours at the latest!!!!!
Debbie Howell,
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 rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
I have been placed on a Do Not Rent List for no reason other than keeping the rental for a extra 5 days. I called customer service and told them when I would be returning the car, and that I would be using a different form of payment. Customer service said that was fine, and that was that. Enterprise sent me a letter 2 days after returning the car stating they are sorry for this letter if the car has already been returned, but they have to assume the worst. I am a business man that does not like burning bridges with companies. However Enterprise rent a car corporate seems to like to ignore customers, by using customer service reps to just submit tickets to corporate that never get answered. I just do not understand how a company this large, can be so unprofessional when it comes to responding to customers, especially those that spend thousands a year. I just want to resolve the issue, that is it. If Enterprise does not want my business then that is fine, just respond.
Bruce W., 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.
Bruce W., we appreciate it your honest feedback. We would like to look into this further. Please email ehiescalationscc@ mailca.custhelp.com with your contact telephone number, mailing address, driver’s license details, date of brith, exact rental office location, any rental contract information and the details above so we can address this. Thank you. – Carol H.
My mom recently told me of the completely dishonest actions by the Columbus, Ohio airport location for Enterprise. Not sure if they’ve pulled this stunt on other people, or if they thought they could get away with it because she’s elderly (80).
In August 2017 she flew in from out of state, went to pick up her reserved car, only to find it had damage on the right rear corner.
The employee said he’d take a picture & note on her account that the damage was pre-existing.
Apparently he lied, because when she returned the car (still with no damage that was her fault), employees tried to force her to pay for the damage!
No, she didn’t think to get a copy of the photo or comments on her account.
Several weeks later, she had a letter telling her to submit the bill to her insurance company (so now we’re into insurance fraud), which of course she didn’t do.
Finally, some woman from corporate (mom has the name & saved the message) left her a voice message saying that they’d determined the damage was not her fault & she would not be charged for it.
She returned the call, got voice mail at the other end, and asked that a letter be sent confirming in writing what was said in the voice message.
Nothing.
So after a few weeks she called again, again got voice mail, and again left the same request.
Nothing.
BTW, she won’t rent from you again, I never will, & I’ll tell people about this attempt at insurance fraud (& defrauding an elderly customer) while encouraging them to take their money to another rental company.
THEY ALSO RENTED , MY DAUGHTER A DAMAGED CAR. SHE TOOK PICS OF THE DAMAGE. WHEN SHE RETURNED THE CAR TO CHATSWORTH, CA., THEY SAID SHE HAD DAMAGED THE BUMPER. THE ENTERPRISE EMPLOYEE BENT DOWN AND PICKED AT THE BUMPER WITH HIS FINGERS. THEY DID KEEP HER $150. DEPOSIT. NOW THEY TOOK OUT $359. OUT OF HER CHECKING ACCT. WITH OUT ANY NOTIFICATION. SHE CALLED HER INSURANCE COMPANY AND HAS A CLAIM NUMBER. ENTERPRISE HAS NOT CONTACTED HER INSURANCE. WE CALLED TODAY AND NOONE CALLED US BACK.
Maria, please ask your daughter to email ehiescalationscc@ mailca.custhelp.com with the exact rental location, her contact telephone number, claims, rental agreement or reservation numbers and any further information regarding this experience.
Thank you.
Carol H.
The same thing was done to me at the Livingston Ave location. But my insurance had to pay for the damages. They lied and deleted the camera footage that showed the damage was there during the walk around. But the Airport location has a bunch of liars working there. Dealing with them now.
Aron Myers, 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. Thank you. – Carol H.
Lynne, We’ve noted your comments and would like to have the opportunity to look into this for your mother. Please have her send a detailed email to ehiescalationscc@ mailca.custhelp.com include the exact rental location, her contact telephone number, claims, rental agreement or reservation numbers and any further information regarding this experience with us.
Regards,
Carol H.
After going back and forth between my insurance and the park slope location for about 3 hours, I was finally able to get my reservations straighten out. I got to the location and found the most arrogant and insensitive person on earth. Mike the manager. He wouldn’t release the car to me because HIS machine wasn’t working. I expressed how bad I need the car for an exam for the next day, hoping he’d have some compassion but I think a wall would’ve had more sympathy than him. He’s an absolute disgrace to human beings and the worst representation of Enterprise.
Marwa Caraballo, we can assure you that we do not find this type of behavior acceptable, and we would like to address this with you directly. Please email care@ enterprise.com with your contact information, the reservation or rental agreement number, the exact rental office location and the full details so we can look into this promptly. Thank you. – Carol H.
I was recently employed and was terminated for insubordination. I was not insubordinate and I have a claim that states she has no proof of this and I never had a chance to talk with my hr person and also I have witness to prove I was not in the wrong is there a way that I can work for the company again
Wow, read a lot of negative reviews on here…but my experience was actually a good one. I took my sister to the Universal City location today to find a car rental and was greeted by an employee by the name of Tyrie Prince. Mr. Prince quickly found us a nice,clean and affordable car while being courteous and professional at all times,but I will tell you that this guy is hilarious. I believe he is a valuable asset to your company and should be recognized for his customer assistance, maybe a position in management where he could retrain some of these other employees that everyone on this site are complaining about. We left Enterprise satisfied & will be returning back in the future. Keep up the great work Mr.Prince.
Thank you very much for the wonderful feedback, Will! We’re happy to hear that we have gained your complete satisfaction. Please let us know if we can be of any assistance to you! We’ll see you next time! – Carol H.
I was in an accident on 11/27/17 where I was rear ended by another vehicle. Their Insurance company put me in a rental while my vehicle is getting fixed. I went and picked up the rental from my local office and to my surprise when I asked my daughter to open the glove box and hand me the owners manual she found a pair of dirty panties. I was horrified yelled for her to drop them and immediately gave her a bleach bath. The panties had some “fuzzy balls” and car keys attached to them. I also found a title to another unknown vehicle when I pulled the sun visor down. In the day light you can also see feet prints on the inside of the windshield when the suns hits it. Gross!! I don’t want to know what was done in this car and what me and my children have been exposed to after being placed in such a dirty vehicle. I called my enterprise office and spoke with Unique who proceeded to tell me that it must of came from the shop like that. If it is coming from the shop like that what kind of car rental place are they running!! He then told me to take time off from work to bring the rental back so he can clean it. I have already missed work due to an accident and could not miss anymore. I asked Unique to have the manager of the store call me and he stated he would. I still have not heard back from them and it has been over 24 hours. Not to mention that now my daughter is traumatized from playing with the dirty panties. This is the most unprofessional experience with my rental I have ever experienced. I would have to recommend if you are in a car accident and your insurance company wants you to use enterprise ask for another rental agency. At least if you are referred to 1361 E Little Creek Rd. Norfolk VA 23518 757-583-7700.
Jennifer, we understand how disappointing it is that the rental vehicle you were provided was not as clean as you expected. We appreciate it when customers tell us about their experiences as it is the only way we can improve the rental experience for all of your valued customers.We would be happy to bring your concern to the attention of our management team. Please send us a detailed email to ehiescalationscc@ mailca.custhelp.com with your contact telephone number, email address, the exact branch location, your reservation or rental agreement number, and any additional details and I will pass this along promptly. Thanks! –Carol
Enterprise SUCKS! My husband and I were in a wreck on the 17th of this month. A young girl hit us in the a** end. Her insurance was going to rent us a car while ours is being fixed but because we don’t have a bank debit card for the $50 deposit they Enterprise wouldn’t do it. They say they can’t accept prepaid debit cards, cash or card in mine or my husband’s mom’s name. My mom even offered to give $100 and still no. I rented a car from the Gadsen office a year ago and they allowed me to get a Green Dot card and put the $50 on it. This is our only means of transportation for work and school. Y’all SUCK at working with people and I will no longer rent from y’all or suggest y’all to anyone!
April Young, our debit card policies are in place for loss prevention and risk management reasons. Because debit cards are not backed by a secure line of credit, our locations require additional doXXXXentation for security purposes. This policy helps keep costs and rates low. If you’d like to speak with us further, please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental reservation number and the details above so we can address this situation. Thank you. – Carol H.
“loss prevention and risk management”
Bologna. (Or pastrami if you prefer.)
OP stated that the rental was being covered by an insurance company.
The victims shouldn’t have had to put up any of their own money.
My husband rented a vehicle at the 14833 south military trail Delray Beach Fl 33484 with enterprise this weekend for my birthday. He popped the trunk open and there was roaches everywhere! It was disgusting. We get in the car the cup holder was full of roaches also, the dash board had roaches. They were everywhere. So I called corporate Saturday someone picked up and said I would get a call back Monday. Today is Tuesday evening still no call no email. I even called the location to complain. She couldn’t do anything about it. This is absurd, I have been renting cars with enterprise for many many many years since 2008. I have never had any problems that would require me to call. But this right here is unacceptable. The fact that the reps at the location didn’t apologize when the car was returned or even when I called was disrepectful and rude.
Peter, we appreciate your feedback 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,the full name of the primary renter, contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us. – Carol H.
To whom it may concern,
I am writing this letter to make you aware of dangerous situation my family and I was subjected to by the Manager Jake at the Raynham location.
On Monday November 20, 2017 I received a call from Dylan, customer service representative for Raynham location who stated that I owe $208 I explained to Dylan, that I will pay on Friday November 24, 2017. On Friday November 24, 2017 at 4:30 I received a miss call from enterprise the Raynham location. On Saturday November 25, 2017 I contacted the Raynham location I spoke to Jake, who stated that he was the manager. I informed Jake that I wanted to make a payment. And that I didn’t have time to go to the bank because I got off from work at 7:00 p.m. Friday night. Jake, then explained that the vehicle was reported stolen. I informed Jake, that I have been in commination with the branch since the start of the contract. And that I could not believe this happen because I missed 1 call from Jake. I also explained to Jake, that I spoke to Dylan, and we agreed to return the vehicle on Monday November 27, 2017. I inform Jake, that my husband was at work with the vehicle. At this time, I ask to speak to a supervisor Jake stated that he is the manager. I then asked Jake to provide me with a complaint phone number, which he gave. Jake the being to antagonize me by asking do I want his employee ID number. I expressed to Jake, that this is disappointing and very unprofessional due to the shortness in time. After speaking to customer service complaint representative on Saturday November 25, 2017 she told me not to return the vehicle until I speak to the regional manager.
On Monday November 27, 2017 I contacted the customer complaint department. I expressed my concern regarding the vehicle being reported stolen, and that I have not received a call from a regional manager to advise on my next step. I also expressed my concerns and how unsafe and traumatizing it would be riding in a stolen vehicle. At that time the representative suggested that I return the vehicle immediately, because Raynham has started the process of reporting the vehicle stolen. I explained to the representative that I didn’t feel comfortable returning the vehicle to the Raynham location. I told her that I previously rented from Fall River on many occasion and never had an issue. The representative stated that would be fine. I informed the representative that I would need to keep or get into another rental the representative stated that I could rent again. And that I was not on the don’t rent list.
Retuning the rental was a breeze thanks to Dave the manager at the Fall River location. I was informed that I could not rent from Fall River, because it’s not my local branch. I paid the balance due on the rental. The manager from Fall River contacted the Raynham location manager to verify if I could rent from the Raynham location. Jake stated that he did not feel comfortable renting me a car because I yelled at him on Saturday November 25, 2017. After Jake told me that the vehicle was reported stolen. I cannot express the seriousness and how unsafe, dangerous and traumatizing it would have been for my six-year-old son to be pulled over with guns drown, because the vehicle was reported stolen for a lack of communication for less than 24 hours.
This has been an unfortunate situation. I missed one call from Jake, and the car is reported stolen. Enterprise rents to many families with children there must be a secure a policy in place that protects your customers from hateful and bias employees. “Only because Jake stated that I was going on the do not rent list.” Not to mention the situation could have turned into a dangerous one for my family. I not sure why I was treated like a criminal? I have been renting from enterprise sine 2003 I have been a loyal customer since then and hope to remain one. I have never had any issues with service or professionalism. Disappointed Customer If you have any questions or concerns please feel free to contact me at 857-615-XXXXX.
Ms. Franklin,
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 Raynham 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 #171130-003017
I made a reservation on Monday, called this morning to confirm Noon pickup today. Took off work to drive 45 minutes to nearest Enterprise. Lo and behold, the car wasn’t even there. Had to wait 20 minutes for it to show up. Granted, i reserved a compact car (done many times in the past) for a 6 hour drive to a funeral with my 2 grown sons. A Ford Fiesta hatchback shows up. I’m 5’6″ and there is no way i can ride in the back seat behind grown men unless i cut my legs off. “There is 5 head spaces” said the Enterprise lady…”yeah but not 10 leg spaces” i replied. Needless to say, i won’t do this again. The car hatch is so little there won’t be any room for luggage, etc. Not that it matters. because the three of us can’t even fit in the car. When my oldest son got in the car, the back of his seat was literally touching the back seat. Looks like I’ll be driving either further away next time to pick up a rental from ANY OTHER CAR RENTAL, and NOT ENTERPRISE. Would have been happy to upgrade or gotten a different car — “BUT THAT IS THE ONLY ONE WE HAVE” How do you only have 1 car to rent??? So if you don’t make a res. then i guess you’re just out of luck. 6 hours folded up like a pretzel, Yay!
Amy Hill, thank you for your feedback. If we can help out, 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
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!
Ms. Denise M. Jackson, we’re happy to help put you in touch with Ms. Heathcoat. 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.
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 doXXXXentation regarding the items left inside the vehicle. He said, “he would call me back” , but didn’t . I later took doXXXXentation 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!!!
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
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?
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.
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 doXXXXentation regarding the items left inside the vehicle. He said, “he would call me back” , but didn’t . I later took doXXXXentation 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!!!
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
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.
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
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 !
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
Hello Carol:
Thank you for your attention to my complaint, I did receive a call from area manager who resolved this particular issue, am happ with the outcome and thank you for your assistance. However, there ARE other matters you need to be informed about, but not on a public forum like this one. If you have an email address that I can use for addressing this other matter, it would be appreciated. Thanks in advance.
Monika von Alching
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!
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
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
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
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.
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.
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.
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
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.
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
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.
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
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.
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.
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.
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.
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!!!
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.
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 XXXXX . Thank you .
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.
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
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.
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.
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.
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.
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.
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.
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.
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
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.
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
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.
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.
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.
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.
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
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
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.
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.
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
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.
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
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.
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
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.
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.
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.
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.
I have also been remting from an enterprise and am of platinum tier. I am experiencing the exact same problem.
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.
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.
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.
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.
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
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.
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.
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!
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.
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.
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.
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.
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
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.
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
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
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)
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.
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
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-XXXXX.
#4. On 8/5/16 I called Sarah and explained the whole story once again. She advised me to email her the doXXXXents 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-XXXXX 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-XXXXX. 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-XXXXX.
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 doXXXXent 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 doXXXXent 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.
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.
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.
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.
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.
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.
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!!!!
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.
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!
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.
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
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)
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
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.
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.
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
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
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
I had the worst enterprise experience I receive Jeep Compass vehicle threw geico insurance company I went to look
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.
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
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
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.
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
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 XXXX 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….,.,,,
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
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-
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
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.
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)
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.
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
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
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.
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.
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.
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
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
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
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.
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!
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
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.
should say 7 employees (1 female, 6 males).
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
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.
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
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 cirXXXXstances. 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.
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
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.
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.
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!!!!
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)
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.
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)
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.
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.
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……
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
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
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
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.
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.
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
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
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.
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
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!
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
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
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.
I think Enterprise has the worst customer service in the country! Your people just do not care!
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.
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.
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
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)
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?
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
-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.
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)
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.
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
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
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
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.
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
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 doXXXXented 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 doXXXXent 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 doXXXXenting 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.
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 doXXXXent – 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.
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.
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.
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.
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.
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
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
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
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!
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
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!
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.
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
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)
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.
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
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.
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
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.
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.
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
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
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
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.
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.
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.
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
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.
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.
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
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
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.
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
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.
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
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.
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
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!
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
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!
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
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.
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
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.
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
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 XXXXX 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!!
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
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
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
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 DOXXXXENT 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
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
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.
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
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.
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
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 .
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 )
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.
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
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.
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
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
****************************
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)
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.
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
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.
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
Thank you for your response, I will send email with details to the email you mentioned. Ruth
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
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.
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
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.
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
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
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 doXXXXented 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.
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
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.
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.
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.
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.
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
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
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.
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”.
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
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)
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.
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
Does your company do random drug screenings?
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.
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
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
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
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 doXXXXentation (forwarded to Ireland) at hand. Can you resolve this duplicate charge?
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
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.
Three weeks have passed since January 24th – no response.
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
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
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
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
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.
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.
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
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 doXXXXent, 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.
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
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!!!!!!
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???
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
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,
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.
.
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
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
This was in gainesville florida 410 nw 39th ave
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
BEWARE OF HIDDEN COSTS AND FEES CHARGED TO YOUR CARD AFTER YOU TURN THE CAR IN !!!
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
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.
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
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.
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
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.
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.
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-XXXXX (cell) and kross11 at gmail.com (email).
Thank you for reading this and hopefully responding.
Kimberly Ross
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
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
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
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
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
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
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
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 863273XXXXX
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
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
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.
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
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.
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
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.
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 .
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
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
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.
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
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.
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
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.
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)
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 .
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
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.
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
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….
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
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.
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?????
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.
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.
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.
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 doXXXXentation 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.
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
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!!!!
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
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.
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.
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.
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.
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
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 acXXXXulated 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.
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
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
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
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 doXXXXent 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-XXXX.
Sincerely,
Keith Gilmore
Very unsatisfied customer
update
Still waiting for a reply from management.
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.
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.
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 doXXXXent 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 doXXXXent 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
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-XXXXX
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
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!!!!
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.
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
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.
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.
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.
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 cirXXXXstances, 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.
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.
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!
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.
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.
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 (XXXXXXXX344) 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 ( XXXXx 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.
DoXXXXents up on request.
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
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!!!!
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.
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
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!
Except when Corporate DP uses data that has already been processed. PPP Piss poor procedures.
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
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
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.
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.
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.
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.
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
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
#throw your employees under the bus at enterprise car rental#
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.
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
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.
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!
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.
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
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!
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 cirXXXXstances 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)
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
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.
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
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.
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 doXXXXents in order to pick up a vehicle, I then inquired as to what other doXXXXent 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….
I have plenty of times you are not the only one. I’ve had all my doXXXXents 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
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.
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
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
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.
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’.
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
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.
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
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.
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!!!!!!!!!!!!!!!!!!!
,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!!!
I meant to say “CUNN”…
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!!
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
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.
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.
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
Do not rent from the location at 10th Street Northeast Washington DC the entire staff is unprofessional and totally incompetent
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!
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 doXXXXentation 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.
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
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
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
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
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
I agree called to let them know about a fraudulent claim they have and was dismissed like I bothered them. Ridiculous!
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.
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
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 doXXXXent 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.
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
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.
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
It would be nice for someone at Enterprise to return a phone call! This company has very poor customer service.
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
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.
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.
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
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
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.
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!!
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
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!
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
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.
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
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
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
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.
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
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!
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
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.
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.
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 doXXXXent 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 doXXXXent 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
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
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???????
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
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
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
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,
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
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.
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
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!
..thought i had it bad. BS, this company! If this stops ‘1’ person from renting from these people…….
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
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,
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
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.XXXXX
Mobile : 202.909.XXXXX
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
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.
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!
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.
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
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 .
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?
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
Can we get Brian her in NC?
I had to leave Denver area unexpectedly back to Las Vegas. The closest rental place was Enterprise 4280 Kipling. I was on foot with my tools and luggage, and was waiting there when they opened. From the very beginning the two male and one female seemed disinterested in me or my plight. When I explained that I was in a bind and needed a car, he said ” sorry we don’t have any cars available, you’ll have to wait until the afternoon”, and we cant do a one way rental. Then he asked me, “you need a credit card tied to a checking account”, all in a tone that was suspect, and furthest from any semblance of “service”. I asked if there was anything he could do to help me, so he scrawled 4 numbers on a yellow sticky note and handed it to me. He said call these branches maybe they can help you. I was livid at the total contempt that your employees had for me. I called Hertz right in front of your store, and they said they would send a car to pick me up, although I opted to call a taxi to expedite my time, they had a vehicle for a one way rental, and from the very start I knew they were on my side, they did not prejudge me as your employees did. These arrogant fools need to be reprimanded by someone who has an inkling of customer service aXXXXen, as your three stooges did not possess. Needless to say I will never use or recommend Enterprise ever again, not that you care. That disgraceful attitude was spawned in the petri dish known as Enterprise Rent a Car.
I had the worst experience renting a car from Enterprise. It started off as a rental for the weekend, I was taking advantage of the weekend deal. Then decided to keep the car for two more days. So I did. But as the day came to return it my husband had suggested I keep it for a couple more days. So I called the location where I had rented the car and told them that I wanted to keep the car for more days and instead of the weekend deal I had paid I wanted to pay a weekly rate. I was told to go in the store so that they could break the original contract and make me a new contract. We had originally rented the car on a Friday and ended up keeping the car until a Wednesday. A total of a week and four days. I went into the store and they rewrote me a new contract and was told that I was good to go and had nothing extra to pay. I finally go and return the car and I’m told that I owe $413.55 and I had already been charged $262.51… Almost $700.00!!!! For only 2 weeks with an economy car! I spoke to the assistant manager and he told me not to worry about $413.55 charge and that they would also refund me $113.00. and also give me two free days. Two days later after returning the car I see a charge of the $413.55 on my account and I’m negative $220.00!! I email the assistant manager to that location and it’s been almost 2 weeks and I haven’t heard back from the assistant manager. I’ve never in my life experienced such horrible and unprofessional service and lack of communication! I will never go back to to rent a car from this company and I will most definitely let all of my friends and family know not to rent from here. I should have not been charged to much money. This is unacceptable. I should be refunded. This location is in Miami, FL (the kendall area).
Hello, to who ever is concerned, I currently am a van coordinator with five riders in the van. We all are on the transportation Incentive Program (TIPS) provided through are employer however, here recently it has been difficult to contact personnel in billing with any consistency on my total billed owed. Enterprise has made the rideshare program very problematic as it appears that when I call I go through the phone message/recording of death to give information requested by your agency. I have attempted to contact my enterprise coordinator to include the whole billing department to inform them of the new updated TIP card numbers but have yet to receive a call back. I have an issue with putting this information on line and the dilemma is if they don’t receive it by Monday, the funds will cancel out; in which I have already been down that road before with enterprise. I am hoping to resolve this issue before then, if not I will have to dis-enroll and return the vehicle next week.
I am sorry that all of you have difficulties with Enterprise. I on the other hand had the more amazing people handle my rental. So professional and each representative went over and above for me. I have used the N. Salisbury location on numerous occasions and have nothing but good things to say about them and their service. The vehicle that I rented was an absolute beautiful and beyond clean. In fact, I am working with them now to purchase that particular vehicle and they are working hard for me. I have to give them a five star rating. I live in a town the have the best people on the planet and i’m sure that that has everything to do with their customer service. Again I am so sorry for you all of you have been through.
Just rented another car from enterprise from 2140 South US 1 St Augustine Fl. Great service perfect attitudes from all the staff. Thanks
for picking us up.
Mike
My wife and I also have had an awful experience with Enterprise. I work with Local 479 IATSE and I too will make sure that all of my buddies on these movie sets here around Atlanta know of my experience and convince them to use other rental car companies.
Let me start by saying that I have always been a satisfied customer of enterprise car rental until now. To shorten a long story my car needed service. I took my car to lasorsa Chevrolet. The service advisor said he would supply a rental if the problem was covered by warranty. He called enterprise located on 233st. Someone picked me up from the dealer and off we went to secure a rental. In order for lasorsa to cover the costs the rental had to be a GM product. OK fine. Over two hours and three locations to find a “GM product “!!!! Weeks later I call a call from Paul from 233st enterprise saying lasorsa is not covering the cost of the rental. Fine. Paul after telling me he is billing me for the rental asks me how did we do? I explained to Paul that I can’t give you a fair rating because of all that’s involved. Paul insist that I can give them a rating. As begin to explain to Paul about the almost three hours it took them to get a GM product he proptly cuts me off and say have a nice day and hangs up the phone. Since you insist on feedback and I begin to tell you what you don’t want to here don’t be rude,get an attitude and hang up. Here it is I am paying for a service. You ask for my opinion and now you don’t want to here it now because it’s not so positive. Thanks Paul from 233st for adding to my experience. It will not be forgotten. I will definitely look to patronize another rental service.
We rented a car from the Mooresville NC location for the last couple of weeks, before we left to return it my husband and son were greeted by the branch Manager Robert, we knew that we needed to return the car before 8 am and it was well before that when he arrived. Roberts attitude was like we stole the car and was very uprupt with my husband and beyond rude. When we returned the car my husband used my Credit card to pay the remaining balance of $100.10 because they would not let him pay with cash, he had the $100.10 in the branch and they refused it. We had a card on file that they ran a charge for $282.41, Rob handed my husband a receipt for the charges and we left. During this time my husbands phone had been off, when he plugged in back in he had several threatening text messages letting my husband know that we did not show up with the car that he was reporting it stolen. At this point we were appalled that a business would treat their customers in such a way. We have used that Enterprise location for years and quite frequently. This morning I happened to check my back account balance because the acct I let my husband use is mainly to pay bills with and I knew that I had several coming out in the next few days. When I looked I realized that Robert charged my credit not only for the $100.10 but, also charged my card for another $282.41 that he was not authorized to do. Because of that unauthorized charge he set a domino effect for all the other bills that I had coming out of that account and now I have over $150.00 in back fees and climbing. Not only is my acct overdrawn now, but because I my childrens accounts are linked to this main acct my bank has taken the money from my son’s acct to cover the negative amount. My husband and I have both spoke to the MGR Robert and the branch along with other associates and they do not plan on doing anything about this mess. I then received the number for the district mgr Matt and he was even more unprofessional then his employee. I called the customer service hotline and spoke to the customer care dept and they basically blew me off. I want my money refunded and my bank fees paid this is absolutely ridiculous. I have never been treated this terribly in my entire life.
I would like someone to contact me ASAP regarding this matter….
Allison Woods
That is terrible!!! Did you ever get it back? I’m in NC too.
We rented a car from your Longmont CO location on 10/22/15 to use while our truck was being repaired. We walked around the car with your agent and were told “don’t worry about any dent that is smaller than a baseball. Ok, When I got in the car it was obvious the car had not been cleaned as it has sticky kid hand prints all over the back seat windows and only a 1/2 tank of gas. When I mentioned the gas the agent said “just bring it back with the same amount of gas”. again, ok. I kept the car for 12 days, and never left the town I live in. I work a total of 22 miles round trip to work and less than 2 miles from the grocery store. Yet when I return the car the agent writes down miles driven 10,860, that is 905 miles a day, not possible. I have time sheets from work to prove that 9 out of the 12 rental days I was in the town I live in. also, that we damaged the hood of the car where there were 2 small dents. We did not cause any damage to the car but nothing we said made any difference. I was forced to sign the doXXXXentation about the damage and given my receipt, when I arrived home not only did I have my receipt and paper work, but someone else’s receipt as well. This shoddy way of check out and check in is apparent with all the mistakes made. I would like to speak to someone about this. We have rented many cars over our lifetime and have never even received a ticket in a rental let alone caused any damage.
I received an email for a free double upgrade on 10/29. On 10/30 my husband attempted to rent a car and was told since his drivers license did not have the same address as the bill we were presenting so we could do cash payment, that they could not rent a car to us. But the bill, debit card, insurance and pay stub all have the same address. He has not change his address in several years on his license and just rented a car a couple of months ago when someone total our car. So, I am thinking that you did not want to honor the free double upgrade. I have never been treated this way and I have rented several cars from you guys over the years. So I call customer service when I got home from work and the woman I talked to act like she did not care that the company would be losing a customer and I will tell all my friends, co-workers, and anyone who will listen, how bad I was treated by this company. So, please take my name and email off your mailing list, the company just send out emails to bait people and then will not honor what you send to your customer.
my wife and I had a very bad experience with some of the employees and enterprise call corporate they never returned your call bad business I am UAW Ford Motor Company and I will let everyone in the Union and everyone I know I will never do business winning the prize again
Hello Raymond, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #151029-003103 so we can address your situation. -Tatiana
I was directed to Enterprise car-rental to rent a car by my insurance company after my new car was totaled. I kept the rental car for 7 days paying close attention to take good car of it. Before getting the car we inspected the car with the associate which pointed out all the obvious spots and nicks right along with us. No one looked at the roof of the car. when we returned the car we were told that we damaged the roof. there were two or three dents in the roof that we were accused of causing. These “dents” had to have been there before we rented the car. I did not appreciate being accursed from something I did not do. I did not park under any trees or there was not a hail storm in my area for these “dents” to automatically appear. I believe they were intentionally missed from the inspection (last people) who rented the car and now we are the ones stuck with paying for repairs. I am especially carefully with rent-a-cars because I know that if anything happens to it a claim will be filed with me and my insurance company. After experiencing such a traumatic accident with my mom and having a totaled car and then to get accused of damage that will also go against my insurance is unfair. Unlike some people who abuse rental cars I am not that person. It always seem the ones who are honest and do their best to abide by the rules always get stuck with the bill. We have already experienced enough with a total car and this happens. Who can I speak with about this. Thank you!
Thank you for bringing this to our attention Jennifer. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151029-003038. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Thank you Tatiana for responding. I have sent all the information to the email you provided above.
Did your company send me a check?
Jeris, I would like to look into this further. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Referebce #151027-003265. -Tatiana
I am writing to discuss Enterprise’s bias car rental system. After careful review, I have realized that Enterprise system is not created to assist EVERYONE within the community. Yesterday, I called my local Enterprise in attempts to secure a SUV for my family trip. I was told if I didnt have a credit card I wouldn’t be granted the privellege to rent an SUV. I don’t have a credit card but I did have the money (debit card) for the rental. Feeling so disappointed and defeated I was forced to rent a van instead. For oneday, my family and I were willing to pay to travel in style in a nice spacious luxurious truck, but was denied simply because of our social status. My family and I have rented from Enterprise for years, and I never imagined this treatment. This policy will prohibit not only me but many others in my community from fully taking advantage of Enterprise’s services. Is Enterprise services only for the wealthy and/or privileged? They are typically the only ones with credit cards, in conclusion the only ones who are able to take advantage of Enterprise’s SUV rental. I work extremely hard to eliminate the probability of debt and I refuse to get a credit card. I have cash which should be enough for any purchase/rental in the USA. You cannot assume that every person without a credit card WILL NOT pay, just as you cant assume that every person with a credit card WILL pay. If you want to countinue to service your communities please give each individual the same privileges, whether their privileged or not. Same goes for the deposits for rentals, why is it a different deposit for Debit card holders and credit card holders…I see the discrimination and I hope Enterprise will even the scales.
Iesha, I would like to discuss this further with you. Please email us at Care@Enterprise.com with the exact branch location you were renting from, rental/reservation number and any other details. Reference #151027-003217. -Tatiana
I had a similar experience in Chambersburg, pa. Because I only have a debit card which by the way is more reliable then a credit clawed considering it comes right out of your bank account! I was asked to show my utilty bill & proof of employment or pay stubs… however because I could not find my utility bill I was refused a rental while My suv is in the shop having engine repair done! Not only that apparently my privacy is not enterprises concern considering since I am self employed they asked for my taxes as well! And ran some sort of back ground check saying I wasn’t eligible for a vehicle anyway? According to who or What? Who gave you thre right to search any thing? As far as I’m aware my bills are paid!
Horrible!!! Everytime I read something I don’t think it can get any worse. Then I’m surprised again!!
I feel your pain. I rented from them for years, but now they want to make it as difficult and inconvenient as possible. Not good business.
I picked up an Enterprise rental at a body shop on Rt 23 in Columbus, OH where I dropped my car for repairs. When I returned to pick up my car, I did a walk around the rental to make sure there was no damage, and then handed the keys to the lady at the front desk at the body shop as instructed by the Enterprise agent. Six days later I received a call from the local Enterprise office stating that they are charging my credit card for $500 because that was my insurance deductible. I fail to see how I can be held liable for any damage done to this car after I had dropped it off. Based on the fact that it took six days for any damage to be discovered I can only concluded that this car was under the control of the body shop and not Enterprise during that time.
Timeline:
9/14 Picked up rental. It was filthy with squashed insects all over the windshield. My guess is that Enterprise did not clean these cars between customers given that they keep several cars always parked at the body shop.
9/17 Rental dropped off at body shop
9/23 Voicemail from Josh at the S Old State, Lewis Center, OH rental office stating that he was going to charge my credit card $500 (my insurance deductible) for damages.
9/28 The date on the estimate from the body shop sent to Enterprise. (11 days after I dropped the rental off and 5 days after my credit card was charged).
9/30 Letter received from the Enterprise Damage Recovery Unit (DRU) claiming that I had either lost or damaged their vehicle on 9/15. This is strange considering the car was dropped off on 9/17 and it took them until 9/23 to contact me about any damage.
10/09 At my insistence the DRU sent me pictures of the alleged damage along with the estimate provided by the body shop and an additional invoice for $79.46.
I have already put my insurance company on notice that this is a scam and they should not pay. I have also disputed the credit card charge.
I believe this matter should be handled at a corporate level rather than a local level as this appears to be either a case of fraud or poor accountability and management by the local office.
So far I’ve received nothing but lies, and runaround from the local office and the DRU. I received a call from the regional manager on 10/21 who stated that I’ll be receiving a phone call from the Enterprise Risk team. This has not happened. Instead I received another letter from the DRU stating that they have reassessed and still expect me to pay.
I refuse to pay on principle!
Hopefully this story will encourage others who have fallen victims to this scam to speak out. If you suspect insurance fraud, here are some additional resources https://www.fbi.gov/stats-services/publications/insurance-fraud
Thank you for bringing this to our attention Sri. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151027-003939. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Very horrible service both picking up and dropping off car, sitting here over 2 1/2 hours to return car and get ride back.i never have seen an operation like this, They close at 12:00 today I have been here since 8:45 am and still waiting
I am sure this is the way this place always runs….. Enterprise does not stand by what they claim in my experience with them.
Keith, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other incident details. Reference #151027-003878.-Tatiana
Took my car in for some repairs. Was met at the repair shop by an Enterprise employee and drove away in a 2015 Jeep Compass. The next day while running some errands, the car refuses to start. Call Enterprise office and I’m told that since we didn’t take the road side assistance plan that was offered they’d send a tow truck to jump start the car but we’d be charged $50. Not only was I not offered any road side assistance, but it turns out it wasn’t the battery. It was the starter. Was told by Enterprise rep that I’d have to stay with the car until it was back up and running again. It took well over an hour for a gentleman in a pick up truck to show up to jump start the car only to be told it was not a battery issue and I’d have to wait for him to return with an actual tow truck. When again I contacted the Enterprise rep and suggested they bring me another car I was told “we don’t deliver cars”. This of course was after sitting on hold for 10 minutes listening to the running commercial about how Enterprise is the company that picks you up. I was also told that if I could work it out and get there before closing time and IF they had another car on the lot they’d be happy to make a switch. Needless to say I didn’t get all my errands done and actually missed an appointment. When I tried calling a different Enterprise branch, they were appalled that I’d been treated that way. They came out and got me immediately and got me into another car. They then went back to take care of the towing of the original car. Why wasn’t the original office as helpful? Why was it left up to me to work out the details when it was your product that failed? Why was my time wasted? Why wasn’t I helped by the original office? Seems like a lot of hoops to have to jump through for the privilege of giving you my money. Will be the last time I use Enterprise and I certainly won’t be recommending you to anyone else.
Jeff, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #151027-003672. -Tatiana
I used your company in Silver City Nm this past wk (put on Wed w drop off on Fri). During PU the gentleman that was assisting me was helpful and friendly. When I asked a question the lady that works there interrupted and was extremely rude in her approach.
When I returned the car the gentleman that had issued the car to me was not in the office so I had to turn in the car to the same female. Once again she was rude. Her rudeness was so extreme she had me in tears.
Following this last episode the person who had referred me (car dealership) asked how my experience w Enyerprise had been. Once I told him he told me that most people have the same experience with her (referring to the female that works in the Enterprise office).
It is employees like this that create a bad reputation for a business. There is no other rental car company within 100 miles but still there is no reason for customers to be treated poorly by an employee.
I hope that positive action will be taken in this matter.
Thank you for your time.
Joanne, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Reference #151027-003613. -Tatiana
I rented a rental car from the Radcliff ky branch last week. They asked me what my insurance was, and I showed them but because I am still on my parents insurance (so my name wasn’t listed). They told me that it might not cover a rental car depending on their rules. He said I can offer you insurance for $18 (somewhere around that) a day. And I was like hang on. (because I really am TIGHT on money. ) and he was like and it comes out of the 150 deposit. It’s a good deal and you can get that back. I said so I get it back if nothing happens? He said “yes!” He was smiling insinuating that it was a great deal. He even looked up on the computer to double check, and he was like yes you will get it back. Well after I returned the car a couple days later, I only got like $18 refund back. So I called and the guys I talked to was named David and he wasn’t there so the guy said he would let him know to call me. That was on a Wednesday. Saturday comes and I haven’t heard anything back so I called again and talked to David. He said that is not their policy. It must of been a miscommunication. But I know for a fact that he said I would get that money back, if nothing happened! I need that money: I never would have rented the car of it was going to be that much!
I already emailed the care email. I am very frustrated because if he would have told me the right information up front, I just would have not rented.
Missy, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reservation/rental agreement number and reference #151027-003451 so we can address your situation. -Tatiana
I have had two bad experiences in a row with my Enterprise rentals. Before these two experiences, service was good for the most part.
My September rental was a 2015 Jeep Grand Cherokee, as I was driving on the interstate, the radio, etc went black and would not turn on. We stopped and shut the car off for 15 minutes and everything came back on when we restarted the car.
Last weeks rental was much, much worse. I rented a Suburban (another 2015 model). It was nasty inside. I took lots of pictures before I drove off the lot. previous renter had damaged the vehicle and I wanted to make sure I had proof it wasn’t me that caused the damage. The interior was very dirty. I took the vehicle home and had to clean it myself. The visors were very, very sticky. I did the best I could with them, but they are still sticky. There was food on the steering wheel and the dash, cup holders, radio, basically the whole front passenger compartment was sticky, had food, gum and who knows what else in it. The carpets looked like someone had tried to vacuum, but they are very stained. The car had no gas, and a rear tire had low air. no way they didn’t no that because it was the first thing to pop up on the computer when you start the car. We had to add air several times.
What I found to also be frustrating was the rental process. The location I chose showed this vehicle for $704, the locations closer to me showed $914, the airport was $1100 and another location (with a much larger lot than the one I went to) showed the price at $1800. All these prices for the same vehicle! The excuse for this was due to the inventory each location has.
That is completely nonsense. The location I got this vehicle from didn’t have this vehicle in their stock, they had to get it from another location. The pricing variance makes no sense in light of this information.
The manager of the location started out with my rental, but kept doing other things and could not be bothered to finish the walk through. She had me follow one of her employees to a gas station to get some gas in the car. While there, I realized they never gave me any paperwork. Just expected me to leave from the gas station. I went back to the location and someone else went through the walk through of this vehicle. There were so many issues at that moment that the manager discounted the rental.
Once on the road and headed to my destination, we found out the air conditioning didn’t work. Thankfully it was very cloudy so it wasn’t too uncomfortable until we had to close windows due to rain. Our drive home was more difficult as it rained too much for us to open windows, so we were very uncomfortable.
If you call the 800 number for help with making a reservation, you get no help. They can’t see anything more than you can on your own computer. It is very frustrating not being able to reach someone who can actually answer questions or respond to issues.
I have had decent rentals in the past. This last rental was horrendous.
Thank you for bringing this to our attention Suzanne. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #151027-003388. -Tatiana
I am so angry right now at Enterprise in Cookeville Tennessee I have had a reservation that I did on my computer for a week I live in Florida and I am headed to Tennessee to a reunion I made a reservation for tomorrow and I have not heard from them today the woman called me from the Cookeville enterprise office and tells me ask me what I am using to pay the bill with and I said I have a Florida driver’s license and a debit card he says unless you have a Tennessee license we have to have a major credit card the day before you call when I’ve had a reservation in for over a week sorry ass service and I’m going to post it everywhere I can ng
Margaret, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Reference # 151027-003330. -Tatiana
I have rented cars from Enterprise for the last 5 years when we returned to the US from sailing around the SW Caribbean for 15 years. We don’t have a car so picking us up is a big plus for us. I have never had a unpleasant experience at any Enterprise office. All the employees have been pleasant with good attitudes. The manager Joe at Brunswick GA office is one of those employees that goes way beyond helping people. Employees like Joe is what makes you want to do business with Enterprise. Thanks for be there.
Mike Peters
Thank you for the wonderful compliment Michael. I will be sure to pass this on to our regional office. We are lucky to have you as a loyal customer of ours. Have a great day. -Tatiana
To whom it may concern:
As of 10/12/015 my experience was horrible, the staff including the branch manager Nick was not satisfying at all. They tried to make me accept insurance with them and then continued to lie and say that I was entitled to accept their insurance , I was advised to show them proof of insurance and that is exactly what I did, they then continued to lie and say their policy required you to agree to accept their insurance, I then informed them that I have booked successfully with enterprise at many locations throughout the United States and I have never had this issue. Due to my experience I will never book with enterprise, and I will never recommend enterprise to any one. I feel as though they do not value their customer, they have very nasty attitudes. After going back and fourth with the BRANCH manager which wasted an extra hour of my time assuming that he is the branch manager and the company slogan is, ” Customer Service is Our Way Of Life” he did not live up to that in any standards. I continuously asked for them to pull up there policy that states that I have to accept insurance with them even though I have my own insurance and showed them proof of my insurance and they were not able to do so, but what I do know is that the employee does receive a commission off of each customers insurance packet that is purchased, and from my understanding that is what the employee goal was over all. I was completely outraged and done with enterprise for making false accusations, I then booked a car with Hertz and successfully was able to rent a car within 10 minutes. I think that the service I received today was unbelievable and as I stated previously I will not rent nor recommend enterprise!
Tyler, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #151014-003116. -Tatiana
This is the worst company ever. Do not and I mean do not ever deal with this company. They are last in customer service and do everything in their power to make life miserable for you.
Please use a different company for your car. PLEASE!!!!!!!!!
I would not lie to you!!!!!!
Dr. P.
What’s going on? Please email us your concern at Care@Enterprise.com with your contact information, reference number/reservation number, and the exact branch location. Reference #151014-003055. -Tatiana
October 6, 2015
To whom it may concern:
My name is Brina Hamilton and I am a frequent Alamo car rental customer for over 4 years now. Currently, I have been renting on Friday evenings and returning on Saturday evenings. Occasionally I had to extend the rental and was charged appropriately for a 2 day rental. I am writing this letter to complain about the unprofessional customer service I received on two occasions. The first one was on Saturday, September 16, 2015 when I returned the car. I picked up and returned the car to Itasha Rigby around 11:40 p.m. I reserved the car for one day, Thursday, September 15, 2015 at 10:51p.m. and kept it for 2 days and expected the charge to be for $52.12 not the $78.45. I extensively discussed this with Itasha and she told me that she would not close my rental out and will leave a note for Ashley Billingsley, the manager. Please see the attached rental contract reservation #1102763555 that indicated what I would be charged for an Extra day charge on Monday at 11:59 p.m., when I actually returned the car on Saturday night and emailed the content to Ashley on September 21, 2015 at 8:43a.m. see her response.
From brina Hamilton
To ****@erac.com
Sep 21 at 8:43 AM
Ms. Ashley,
Per our conversation, I have attached the September’s reservation confirmations pages that we discussed. The confirmation pages for pick up dates September 11th, 18th, and 25th, clearly does not indicate an additional charge for another day rental. As I indicated yesterday when I spoke with you, that when I was charged for 2 day rental for the weekend of the 18th it was for an additional $26.06 which includes all the taxes and fees associated with the rental.
Thank you in advance for your promptness regarding the above matter. I appreciate this being resolved appropriately. I expect a two day charge for using the vehicle of $52.12 but not for the fee that was quoted to me by Tasha of $78. In the future, if I know I will have the car for two days that is what I will book it for. Otherwise, I do not expect surprise fees from Alamo. I have been a loyal customers for more than 7 years and a frequent rental. I expect the same loyalty from Alamo.
Brina Hamilton,
Customer
• 1 Attachment
Download
Alamo Reservations September 2015 .pdf
Reply Reply to All Forward More
Billingsley, Ashley A
To brina Hamilton
Sep 21 at 9:23 AM
Unfortunately Ms. Hamilton the reservations are quoted for one day rentals. Per contract you signed on the 17th, it stated that an additional day would be $36.19 compared to 16.19 per day. So the price that Tasha quoted you was correct.
To avoid this problem in the future, please book vehicles for 2 days. If there is any problems with pricing upon return, I am more than willing to fix the problem.
Ashley Billingsley
National/ Alamo Station Manager
Tallahassee Int’l Airport
3300 Capital Circle SW Tallahassee, FL 32310
850-575-0603 office 850-575-0685 fax
My concern for the unprofessionalism by some of your staff has prompted this email. I returned on the next Friday, September 25, 2015 and talked to Carl who is normally the young man I deal with on many occasions because he is always there until closing by himself and has always treated me very professionally until Friday. He was told by Ashley Billingsley/Michael Taylor not to rent a car to me. How can they tell him that and he is the only agent at the counter? They also told him to put me only in the car size I reserved or he will be written up for not following instructions. Unfortunately, the car they sat aside was given to another customer and again he put me into another car size that was available. This young man kept apologizing to me for what his superiors had asked him to do. This has made him quite uncomfortable doing his job with the experience of a true professional young man. Whatever his superiors are telling him to do when it comes to me picking up a car lately is having him hostile towards me. He should not feel threaten by his supervisors Ashely and Mike to perform a job that he is capable of doing quite well. In this corporate world, this is called branding. I tried to explain to him that he should not be chastised for giving me different credits for me being 5 or 10 mins late, or an Emerald club car because there were no more cars available because I have stood there for more than an 30 minutes waiting to pick up a car, or the car had the odor from someone smoking in it. Carl seems to be getting harassed from his superiors and they have even looked at all his rentals because I sent this email to Ashley above.
On Friday, October 2, 2015 at 10:23 p.m., I was there to pick up a rental car. This time, at 10:20 p.m., Carl tells me he cannot rent me a car until I pay for a car that Itasha Rigby could not close out on August 3, 2015 that I returned on time, and now its 2 months later. Unfortunately, when I picked up the car on July 31st the computers were down and she had to go over to the Enterprise car rental counter and hand write a contract. (See reservation # 1100952371) She followed the handwritten procedures but could not close me out when I returned. No one contacted me for 2 months about why this contract was not closed out. But all of a sudden you want Carl to do Ashely and Mike’s administrative work when he had nothing to do with renting me this car. This is unprofessional and unacceptable practice. You demand me to pay for a car or you will not rent me car at 10:40 p.m. on Friday night, October 2 that occurred 2 months earlier. I felt threaten to have to give Carl my debit credit card to pay for the outstanding rental car in which he had to process the payment by doing a manual charge to my credit card because the computers where down again and had to process a manual (written) contract for my rental car. During this process at 10:45 p.m. Carl had to take a snapshot that the computers were down and text it to Ashley, and then he text and talked to her regarding authorization of my debit card that she did not want to authorize initially. Ashely told him that she would only accept money orders. Please note this is the first time I was asked about the previous car rental and demand of payment at 10:45 p.m. with a money order. I find these transactions to be extremely unprofessionally and an unreasonable request, given the lateness of the hour and the time they close. Carl actually had to prove and get permission to process the debit card transaction from Ashley by texting her. But then again, Ashely did not call me regarding this decision to demand the payment of an outstanding rental before I arrived at the airport at 10:09 p.m., although she told Carl not to rent me a car until I pay for this outstanding rental and she will call me. I responded to Carl and told him to tell Ashely do not call me, especially on Sunday.
Please notify me in writing what is your plan of action for this blatant unprofessional branding of me from Ashley and Mike and their hostile treatment of Carl. Although I have reserved rental cars with Alamo for the months of October and November, I will start looking at other car rental agencies that exhibit consistent customer service to everyone and will not brand me.
cc: Enterprise Rent-A-Car, via certified mail
Corporate Office
600 Corporate Park Drive
St. Louis, MO 63105
Brina, I would like to discuss this further with you. Please email us at Care@Alamo.com with your contact information, rental/reservation number and any other details. Reference #151009-003350. -Tatiana
My son rented a car from enterprise while his car was in the shop. Unfortunately he had an accident on interstate 20/59. The police report filed stated that my son was liable and he said he didn’t caused the accident. Of course the only witness to the accident was the driver’s sister and the police reported her statement. Enterprise rented this vehicle to my son at the age of 20 without any adult signature which was a shocker to me! Now they are saying he’s liable for $1,000 in damages to the rental vehicle. Please explain why in the state of Alabama he was allowed to rent this vehicle under age?
Damerson, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #151009-003181. -Tatiana
Wow!! That Visalia CA (Main Street) office you have is Amazing!!!
Everyone always takes time out of their busy day to write a complaint and usually the corporate office takes that complaint and notifies everyone about how they can do better… I’m hoping this gets treated the same way. I rent a car once a week from the Visalia office and Avis is right up the street… if you told me Avis was half the price I still wouldn’t go there. Andrew helps me out every week and treats me like family, I pull in to the parking lot and he say’s “Hey Sheldon!” before I even walk in to the door. Simon takes time out of his busy day to always come up, shake my hand and make sure everything is going as smooth as it can be. Every Time I walk in to that location, every employee is smiling from ear to ear… That management crew is doing something right!!
Thanks!
Sheldon Hoggard
Thank you Sheldon for the wonderful feedback. It is great to see that you are enjoying our services. We are lucky to have you as a loyal customer of ours. I will be sure to pass on the compliment to the Visalia regional office. Have a great day. -Tatiana
I rented a car from Enterprise in Glendale, Az and had the rental a little over a month. The only reason I rented the vehicle was to get back and forth from doctor appointments, and chemo therapy. I went in to make a payment and bring the vehicle current and was humiliated and embarrassed in front of several other customers being told they had to close the rental agreement out even though I paid it current. They told because my balance had run high and they couldnt contact me, but I had my daughter take in payments and they were able to contact me threw my childs phone. It took everything for me to go into the office already as I had total hair loss and Im bald from chemo treatments. I felt the branch manager talked to me in a condescending way and never once considered or asked what my story was. I then contacted corporate and explained the situation only to be told they will contact the branch manager, not any follow up with me. I asked for some type of resolution or follow up and was told they will not follow up with me. I feel contacting corporate was useless and some type of repurcussion needs to happen. I have spent over $1,000 renting cars from Enterprise in the past month and this is how im treated!? If this is company procedure I understand but no one should ever be treated that way.
We take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reservation/rental agreement number and reference # 151009-003090 so we can address your situation. -Tatiana
I was told by one of your sales agents (Claude) at the Norfolk Intl Airport that Virginia is one of a few “no fault” states that allowed your agency to not recognize my personal insurance coverage for your vehicle and that if any damage occurred I would be personally liable for. I questioned this twice with your sales agent who insisted it was a recently enacted law and I could be sued for this or that.
I later learned this to not be true and that your sales agent manipulated my lack of knowledge and ability to verify this information prior to my need for the vehicle during this business travel.
My corporate finance office is declining my expense reimbursement for this collision damage waiver as an unnecessary purchase.
This $21.99 daily charge for each of the 4 days I used your vehicle is small compared to the feeling of being betrayed and manipulated. I began using your agency for all my vehicle needs a few years ago and now will take my business elsewhere.
Rental Agreement Number: 830220388
Thank you.
Maurice
Hello Maurice,
I completely understand how frustrating this must have been for you. Customer service is very important to us. The level of service you received will not be tolerated and upper management has been aware of this situation.
As it is never our intention to disappoint a valued customer, I have processed a credit in the amount of $96.76 to your credit card as a one time courtesy. Please allow 7-10 business days for this credit to reflect on your billing statement. If you would like to discuss this situation further with us or would like a copy of your adjusted invoice to view and keep for your records please email us at care@Enterprise.com.
Should you have any additional questions regarding this matter, please contact us directly. Thank you for choosing Enterprise have an Awesome day!
Best regards,
Tatiana
Social Monitoring Coordinator
Please reference #151002-001426. -Tatiana
My name is Tracy Cooper and the staff @ the MKE location is very sorry & out of order. I’m truly upset with the staff on duty 9/23/15 @ 0600. I called for the longest & got no answer. That’s not right. And I’ve been waiting since last Thursday for someone from corp. to call. Haven’t heard from them yet. This has been my worst rental ever. Does Pamela Nicholson & William Snyder know how this business is being handled? I sure hope. How can you work @ such a large business & not answer the phone. First thing in the morning is too soon for your workers to be slacking off. I hope to hear from someone in the corporate office sooner than later. This is terrible customer service. The garage clicker was left in the rental car by accident. As soon as got the message. I immediately starting call Enterprise. I know someone was there because I turned my keys/paperwork in to a live person. And no one answered, I kept calling until I got on my flight. Had someone answered the phone. I’m sure I could have caught them before the car was taking from the garage. I turned my rental in @ 0600. When I got to Dallas, Texas around 0930 I finally got answer. I told her what happened. She had nothing to say about them not answering the phone. I can’t wait for someone to call me. 404-375-9233 Tracy. Enterprise @ the MKE location really dropped the ball this time. And someone higher up needs to know they’re out of order.
Hello Tracy, we would like to look into this situation further with you. Can you please email us at care@Enterprise.com with your rsvp/rental agreement #. Reference #150924-002637. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
On July 2nd 2015 Someone ran into my car which in turn sent my vehicle out of control and I ran into a house. I was not at fault. As a result my car was totaled. I was in shock over this horrific situation. They towed my car and I received a call 1 hour after the accident from a body shop saying that I needed to sign paperwork and they were going to get me into a rental…still shocked over the situation I complied. Enterprise picked me up from the body shop…took me to their little office (still in shock) they took my credit card # handed me the keys and Andrea shoved me into a car with her pen in hand insisting I sign here and there. Your customer service reps at this location did NOT suggest to me what my options were as far as renting by the day, week or month. Little to my surprise I was being charged by the day as opposed to the monthly rate which was about $650 by the month. I feel if your customer service reps were a little more informed and received better training through corporate on how to treat a valued customers, I would NOT have been taken advantage of. Due to the fact that I was manipulated and taken advantage of by your company not only by paying a daily rate for one month and 11 days…I was also charged insurance coverage, while I had my Insurance company State farm and furthermore my Capital one MasterCard, covers auto insurance while using the card for a car rental. I asked your manage at this location Matt, why he or his employee Andrea did not mention to me that some credit cards cover car rental insurance…his answer was, If my car d didn’t cover it, this would have made him look stupid…I mentioned to him, “he could’ve suggested some credit card companies do some don’t, It’s worth looking into.” Common scene and good customer service. So (still in shock) NOT only was I charged by the day as opposed to the monthly rate I was MANIPULATED into paying for insurance which I already had. I turned the car in on August 10th 2015 $2,217.86 and took my business to HERTZ for $1,700.00 FOR THREE MONTHS !!!!!! I spoke with your district manager and he said he was new at this, and did nothing to help me. I have also been trying to speak with someone at your corporate office in hopes to get a fair reimbursement of the money that was stolen from me as a result of your greedy representatives who are desperate for commissions..WHY?? Do they not get paid enough by your company and feel a need to steel from older people who are in shock, vulnerable and devastated?? I HAVE NOT HEARD FROM ANYONE IN YOUR CORPORATE OFFICE!!! ONCE AGAIN; THIS ALL GOES BACK TO QUALITY CUSTOMER SERVICE AND I AM REALIZING THIS BEGINS AT THE TOP OF THE LINE!! I have noticed a lot of negative blogs and reviews on your company, and being a victim of you great customer service; I can certainly see why. I am disputing this with my credit card company, but it seems your company is very insistent about taking advantage of me instead of doing what is right as far as GOOD customer service!!! NOW, WITH ALL THIS BEING SAID..I am requesting that all fees for insurance be waved as I was already fully covered and this was not necessary. I am also requesting that my bill be adjusted to a monthly rate as opposed to daily. HOPEFULLY THIS WILL BE RESOLVED WITH NO PROBLEM. Thank you, with all sincerity, PISSED CONSUMER.
Yvonne, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #151002-002151.-Tatiana
Where do I begin? The customer service was horrible beyond description. However, I will do my best to describe my horrendous experience. I was in a car accident recently which is frustrating within itself and the insurance company made a reservation for a car rental at Enterprise. After being dropped off at the airport by a representative from the collision center servicing my car, I was told by the young man working the counter that I did not have a reservation. After several unsuccessful attempts to located my reservation, he finally chose to end his personal conversation on his cellular phone via his corded earbuds and devote his undivided attention to locating my reservation by probing and asking questions. Despite the fact that I had a resevation number, he finally notifies me that he cannot honor my reservation since the Airport location does not work with insurance companys. Next, he suggests I go outside and talk to his manager, Madeline. (Here is were I will exercise restraint.) After explaining the situation to Madeline, she responds by telling me that she cannot do ANYTHING for me…and she doesn’t! She did not honor my reservation; she did not give me another reservation as she did not have a car for me to rent. That’s laughable since I know they can call other locations and have a “runner” pick up a car from a different location! This last inconvenience infuriates me as Enterprise’s motto is, “We’ll pick you up”…she could not take me to another location or arrange for someone to pick me up! Are you kidding me?! Madelaine was unapologetic and directed me to catch a cab. Having a background in customer relations and hospitality, I refused to show any sign of frustration knowing that behavior would only aggravated the cirXXXXstances. Nonetheless, internally I was livid at Madelaine’s unprofessional behavior as she smirked and giggled at my inconvenience during our interaction. I eventually rented a car from another rental company just to be on my way. As I walked to my rental, I observed Madelaine laughing and nodding her head in my direction. Regardless of her age, this woman has some growing to do and should not be in a leadership role. I find it hard to believe that Enterprise does not empower employees enough to resolve issues like these. If employees continue this behavior, they will certainly devalue the company in more ways than one. Hope this review helps! Save yourself some frustration! By the way, Benita at Hertz was amazing!!!!!!
Christy, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, reservation number and any other details. Please reference #151002-002263.-Tatiana
I make too reservation for two weeks in a row on both occasion Enterprise didn’t have any vehicles in now I have no car stuck at work due to fact I suppose to be some where else waiting for someone to bring me a car called was given an reference number 150-925-002-142 and that was it I’m very displease as to how this situation was handled
I see that you have been further assisted. If you have any additional questions please email us at care@enterprise.com. -Tatiana
I have been trying for TWO weeks to reserve a van for the beginning of November.
Call one number – call another number. Email six times and it is a freakin’
game.
Call the airport. Call this number. We don’t rent for the airport. Call airport
again. Get the same number. What the heck?
THE WORST CUSTOMER SERVICE EVER.
I just need a van for November 1 – 3. It should not be this hard.
Jenn, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with the exact location you want to rent from and verify what type of van is it that you are going to rent reference # 151002-002405 so we can address your situation. -Tatiana
have been an enterprise customer for more than 10-15 years both as a business professional and a private individual. For the first time I had a bad experience with enterprise. I rented a car and returned it on time with no physical damage. After the inspection by the customer service rep and my payment, we got in the car for a drop off. Suddenly, the rep saw a long crack on the passenger side of the windshield. The manager forced me to pay for the damage. We all know as per the Motor Industry Research Association (MIRA), the windshield can crack due to many reasons 1) cold weather stress 2 ) Warm weather stress 3) Driving and fatigue stress .. none of which are man made but rather a damage outside the control of the driver.
The manager insisted that I was responsible for the damage and also made me sign a doXXXXent with comments “Customer had an accident”.. Not true as per the MIRA and laws of physics.
I guess I wont be an enterprise customer ever again . I lodged a complaint with customer care on the phone and was told it takes more than a week to get an answer to the complaint. Kudos for a great service … especially after the customer pays for the service on time but the company has no obligation towards its customers
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151002-002676. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I have been an enterprise customer for more than 10-15 years both as a business professional and a private individual. For thwe first time I had a bad experience with enterprise. I rented a car and returned it on time with no phsycial damage. After the inspection by the customer service rep and my payment, we got in the car for a drop off. Suddenly, the rep saw a long crack on the passenger side of the windashield. The manage forced me to pay for the damage. We all know as per the Motor Industry Research Association (MIRA), the windshield can crack due to many reasons 1) cold weather stress 2 ) Warm weather stress 3) Driving and fatigue stress .. none of which are man mad but rather a damage outside the control of the driver.
The manager insisted that I was responsible for the damage and also made me sign a doXXXXent with comments “Customer had an accident”.. Not true as per the MIRA and laws of physics.
I guess I wont be an enteprise customer ever again .
I left a comment previously without reading the comments and complaints submitted by others. It appears for the most part that we were all complaining about the same thing: poor customer service, failure to keep the word of the representative, pick up service…. I sincerely hope that the corporate office takes serious notice of the complaints and pays close attention to the manner in which the customer was treated. If giving the choice, I doubt very seriously, if I would spend my hard earned money with Enterprise.
Our comments are too serious to ignore. I am wondering, if anyone will even contact me about my inconvenience and my concerns.
Thank you for bringing this to our attention Deborah. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150925-001953. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I was involved in an accident, where the liable party’s insurance company has an exclusive with Enterprise. As long as renting from Enterprise is problem-free, the service is great! Otherwise, their employees are ill-trained. The vehicle that was rented to me had an oil leak. It leaked oil all over my parking space at my apartment and my office. I contacted the leasing agent to report the problem as well as to ask for another vehicle. That occurred on 9/22/2015 at about 4:30 pm. It is now 10:38 on 9/24/2015, and I am still dealing with the problem … attempting to get into another vehicle. I reported to the leasing agent that I left the vehicle in front of my apartment for Roadside to pick it up. It is still there, and I am still without a vehicle. Jenna, the agent in the Houston office, who took the call, scheduled a vehicle with the Cedar Hill branch for Wednesday, 9/23/2015. That branch said the record was set up as a new reservation instead of a swap out, and they did not have a vehicle for me. We were at the Cedar Hill counter for more than an hour to no avail. We were on the phone with Roadside, who looked for a car for me. I was told that out of all of the locations in DFW, no branch could get me into a vehicle. I started calling again this morning, 9/24/2015, at about 9:15 am. After spending more than an hour and a half with Shantel on one phone from the Roadside Department and Anthony simultaneously on another phone, I was able to get the problem resolved. It only took 36 hours. Unfortunately, I could not get a car sent to me because it would take more than 3 to 5 hours today. I have a 93 year old mother that I came in to town to care for … taking her to appointments, etc. I told them that I could not wait 3 to 5 hours for them to bring me a car. I asked if they could leave the car, and they said they could not. The closet place they could find me a car was DFW Airport, which is approx. 50 miles from my house. I now have to bother a neighbor to take me to DFW to pick up the car, spending her gas and her time. To add insult to injury, I was promised an upgrade to an SUV by Jenna; however, no one is willing to honor that promise because the rental did not originate with them. I am making this complaint because I do not work for Enterprise. Had it not been for me taking the initiative and providing the direction to solve this problem, I would not be able to get into a car today and salvage what is left of the time I reserved for my mother. As part of Enterprise’s training, effective service to a customer when involved with a faulty vehicle should be as important as servicing the initial transaction. I am so disappointed in Enterprise. I expected more from an agency of its sophistication. As a forced customer because the insurance company would not allow me to choose another provider of rental cars, I did not deserve to be inconvenienced to this magnitude. To upgrade me to an SUV, would have been a minimal concession for the magnitude of my inconvenience.
I took my granddaughter to the Enterprise location on Park Blvd. in Seminole, FL. While I was waiting in my car for her an employee backed in a Camero next to me and banged his car door into my car leaving a dent and scratch. I went inside and filed a complaint and was told to wait 7 to 10 days and someone would contact me as to what I needed to do to get it fixed. I did not receive a call and it’s over two weeks. Now they are telling me it is an outside company that moves their cars and that company is responsible. We have called every number they gave us and we still cannot get an answer from anyone. I have a 2008 Lexus in excellent condition and need to get this fixed. It was an Enterprise car and in the Enterprise parking lot. Nothing but the run around from Enterprise!
Thank you for bringing this to our attention Melinda. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reference #150924-003051 and any additional information. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
you need to stop advertising you are the company that picks people up wherever they are. I asked your Fort Oglethorpe GA that question and I only live less than 10 minutes from their rental location and they told me that I was too far for picking up
Maureen, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150924-003266, rental/reservation number and any other details. -Tatiana
Good Evening,
I have used Enterprise on a number of occasions but as of today I am not sure if I will in the future. One of the agents at the office I reguarly attend called me on Tuesday , September 15, inquiring if I was going to keep the rental. I specifically stated to him that I would be returning the vehicle on Friday, September 18. He then stated to me that I would owe $155.45 and I will be getting the $200 deposit back that is on the credit card if I pay the $155.45. If I did not want to do that then they will take it out of the deposit. That is not what happened when I went into the store! Although another agent was very patient with me, he stated that I owed $340.45 which is double than what the agent on Tuesday stated. I am very upset and bewildered as to how two totally different numbers came in to play. I was under the impression that what was told to me would be honored due to the level of customer service I have received in the past.
Danielle, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150924-003304. -Tatiana
I called the company the night before I wanted to get picked up. Everything went well till the day of the pick up. Called at 8:00am and was told the car was coming in 15-20 minutes. Well it took 40 minutes to get a pick up and I was picked up by a pick-up TRUCK. Yes, a truck. I could hardly get up to get a seat. Gentleman was nice and friendly. Got to the office and it seems like everyone was just taking their sweet time to get me going. Not a happy client. No professionalism at all.
Thank you for bringing this to our attention Maria. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150924-003339. -Tatiana
I picked up a car thru my insurance at the 6879-B Johnston St. Lafayette, LA location on 9/8/15 due to putting my truck in the shop for repairs. I was originally supposed to have a reservation on the 1st of September, but was unable to keep it due to being in the hospital. When I got out I called to see about the car I wanted & I was told by Kim the 1st lie .. That y’all wouldn’t be able to accept any reservations for me again due to not keeping the 1st one. I was kind of confused but accepted it & thought that they’d only be able to get a different car for me & I was ok with it. When I picked up the car I did get the Camaro that I wanted & I was happy… But then things went downhill from there. On 9/16/15 I got a call from my insurance company saying that my truck “MAY BE READY” by the end of the day. Well Enterprise called me & left a message saying the same thing, but I just didn’t worry about it because the body shop hadn’t called me stating my truck was ready yet. On 9/17/15 I got another call from Enterprise stating that progressive had ended my term of lease with them on the previous day & that I needed to get with them to either pay more money or have the car back by 3pm. This is the 2nd lie that I was told. I was told that we have until the end of the day to bring the rental back … NOT 3 PM… LIKE THEY’RE TRYING TO CLAIM!!!!! I asked what would happen if I didn’t have it back by 3 pm & Amy said that they’d take legal action to get the car back. AT 3 PM?????? Not the end of the day?????? That’s dishonest & simply bad business!!!! The overall attitude in that office SUCKS & these ladies need a class on how to work with the public AND DEFINATLY a class on honesty!!!!!! I WILL BE letting EVERYONE know how I was treated & the level of dishonesty that went on with y’all trying to double up on the money to rent these cars out by trying to force people to bring them back before they’re due to be turned in. Ohhhh & another thing, maybe y’all ought to check out the gas prices in each state before you try to charge someone in Louisiana 4.89 a gallon for cars down here. Y’all might pay that where you live.. But the prices are wayyyyy different down here.
Hello Dede, we see that you have been contacted though our regional office. If you need any further assistance please contact us at care@enterprise.com. Reference #150919-000414. -Tatiana
I recently rented a car for about 2-weeks (locally) at an out of pocket expense due to a non accident related issue with my car.
I am 4 months away from turning 25 and on a college budget. I dealt with Josh from the Milledgeville,GA location and he was WONDERFUL. However, when I turned back in my rental car to the Milledgeville location to pick up MY car from being in the shop; only to find out the problem want fixed and my car was still not driving properly.
SO…. I had to get another rental (less that 24 hours later) at the Macon enterprise location.
Same company, but located in Macon, GA. I got the EXACT type of car at an increased rate of $32 per day!!! plus another deposit. (I had just put one down less that a week prior) PLUS they tacked on a $20 per day young driver fee…..really….
Warner robins enterprise charged me an entire days rental cost for returning at 5pm vs 1pm.
Needless to say, I was NOT happy. I was already broken in half (financially) from my car being in the shop but nobody other than Josh from the Milledgeville office wanted to help and give me a good deal.
If I ever need to rent again, I will ONLY be dealing with Milledgeville enterprise or another company entirely.
The others ripped me a new one and milked every penny they could get out of me!
That is not the impression you get while holding to speak to an enterprise representative listening to the enterprise slogan and commercial about caring for their customers. I couldnt help but to roll my eyes and think…yeah, right!!
I sure hope if someone took the time to read this, that Josh of Milledgeville Georgia gets some kind of recognition for his awesome service, understanding and willingness to help. He even took time to follow up with me.
He is the ONLY reason I would ever do business with enterprise again.
Its not all about the money, folks! doing GOOD business makes for MORE business.
Jamie, I would like to discuss this further with you. Please email us at Care@Enterprise.com with the exact address of the branch location, rental/reservation number and any other details. Please reference #150924-003369. -Tatiana
To Enterprise Damage Recovery Unit
Rental Agreement # 21FN4X
Claim # 06942738
My son, picked up a rental Kia Optima license plate # N52 6728 at your location at 3029 North Kedzie Chicago, IL. 60618 on 8/17/2015 at 1:18 PM. When my son was at Enterprise location, an employee examined the car inside a poorly lit garage, which was not a reasonable place to see details of the car. He quickly walked around and said the car was good and handed my son the clipboard to sign the agreement. Unfortunately, that is not a good enough evaluation of the car and the laziness of the employee and the manager Matt caused them both to overlook the existing dent on the trunk that this car had, which was difficult to see in low light conditions. Then, my son signed the agreement and came home. I took pictures of the car at 2:09 pm when he came home the same day. I am enclosing the car picture in which you can clearly see a dent already on the trunk. My son picked up the car on 8/17/2015 at 1:18 PM and I took the photo on 8/17/2015 at 2:09 PM, which is less than an hour after he picked it up. The iPhone this was taken with automatically encodes the time and date of the photo. Using a PC, you can right-click the image file, click on properties, and you can see the date and time. My son came straight home after he picked it up. He did not park anywhere on the way home. Nothing touched the car on the way home, so how can there be a dent on the trunk in less than an hour? The only explanation is that the car had a dent to begin with. When my son dropped off the car on 8/25/2015, the manager on duty Matt told suddenly sees the dent and tells my son there is dent on trunk. To that my son told him the dent was already there when he picked up the car. My son tried to explain to the manager on duty Matt, but he was so unprofessional and rude and refused to see pictures and told my son to send the pictures when the damage department contacts him.
At this Enterprise location, people are rude, unprofessional and don’t know how to do their job. My son told me the employee who picked him up seemed drunk on the job. He had very slurred speech, was weaving across lanes, and was driving very close to other cars. The other employee who inspected the car was too lazy to take the car outside in full light and inspect the car. He did not even look at the car, he just walked around and said everything was okay on the car, since my son could not see anything in dark so he signed the contract. These type of irresponsible people should not be working at Enterprise. This place is full of incompetent employees. My friend had the same problem a few months ago, but he did not take pictures after he picked up a car and ended up paying money for these scammers. Manager at this location named Matt, unprofessional, and very rude.
My brother, manages Elston Auto Rebuilders at 3809 N. Elston Ave Chicago, IL. 60618, and he sends all of his customers to this Enterprise location, because it is nearby. When my brother called Matt and said “I send 5-6 customers to your location a week and you will not be seeing our business unless you resolve this issues” to that Matt told my brother he “doesn’t care” for his business and hung up the phone. After that my brother told me he is not sending any customer to this location and will give his business to Avis. I am surprised Enterprise hires these type of people who clearly do not know the concept of customer service. I work for a largest retail, if i tell my customers that ” i don’t care for your business”, next day i would be fired. I have sent pictures to enterprise damage recovery unit, but still i haven’t heared from them.
Enterprise Area manager Matt Thomas contacted me and resolved my issue. I am impressed with Mr. Thomas how seriously and professionally tackled my complaint, and he promised me that he will re-examine his employees customer service skills. I am willing to give one more chance to Enterprise and i will rent car from them again. Thank you Mr.Thomas.
I had a rental car from Enterprise Leasing. The car was brought back with damage to the bumper on Monday, August 31st. . I have pictures of the mishap. I took full responsibility for the damage. I had asked for 3 estimates on the car prior to any work being done. I specifically requested that no repairs take place until I see the estimates. Grant Carson at the Olathe, KS Enterprise Rent A Car location specifically said that someone would contact me in the next day or so regarding the estimate on the car. I followed up and left numerous messages to call me, and no one called me back until Tuesday, Sept. 8th. I had spoken with another body shop who was going to do the body work on the car for a fraction of the Enterprise Leasing body shop’s cost . The body shop that I was working with had also tried to retrieve the car from Enterprise Leasing with no avail. He was told that the car was sold and that Enterprise Leasing is not pursuing the loss. I had finally gotten a hold of Grant Carson and he said the car was out of his hands and had blatantly stated things that were not true. He stated that he had never had a conversation with the local body shop that the repair costs would be dropped. He also stated that I did not want to have the local body shop work on the car which was absolutely false, otherwise I would never have had the local body shop pursue acquisition of the car. And lastly, Grant Carson also stated that he and I had spoken 6-7 times over the phone which was not true. We had spoken three times including our conversation today (9/14/15). This situation could have been handled differently, for starters, professionally. I am so disappointed in the words exchanged with the representative from Enterprise Leasing. Not only were statements false, but the representative had exaggerated to an extent of falsely accusing me of misrepresentation. I am very disappointed in Enterprise Leasing and hope to never have to do business with them again. I had no choice in dealing with them due to being victim of a “rear end” accident. The insurance company of the other party has a contract with Enterprise Leasing, therefore I had no choice in the matter. I highly recommend that consumers read the complaints against Enterprise before renting a vehicle from them, especially when it comes to customer service, an area where professionalism lacks.
Thank you for bringing this to our attention Sabrina. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150916-003724. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Sabrina, please ignore previous post. Please see consumer affair post for further assistance. -Tatiana
What consumer affair post?????
I just received a bill for the damage on the car. Enterprise has done nothing on their end to assist in this dispute. Shame on you Enterprise. An eye-opener would be to look at all the complaints against your corporation. It is pathetic. Your company was rated a 1 on a scale of 1-8.5 in the BBB reports. Your customer service needs a cosmetic lift. It is unfortunate that we, the consumers have to put up with not only the lack of employee professionalism, but also the inability to take responsibility for your mistakes.
Please assist in this request to help with this issue. I was blatantly lied to in an effort to do the right thing by telling the truth. Now its your turn…….
I returned my rental on 09/08/15 and was billed the AGREED upon amount of USD$723.19. Several hours after I returned the vehicle, my card was charged again for the amount of USD$94.62. For a total of USD$817.81. The local branch in salt lake city at the airport didn’t seem to know anything about it, and the national branch didn’t seem to know anything about it. They have no records of charging me for the additional amount. ENTERPRISE RENT-A-CAR HAS STOLEN MONEY FROM ME!! Not only can I not find someone to help me get it back, I can’t even find someone that can find the charge?? RENTAL AGREEMENT NO> 530319604. This is unacceptable for a company of this caliber. This situation has definatly affected my opinion of this company and my willingness to rent through you in the future. Show me there is a reason you are the largest rental company in the world. I am sure you didn’t get there by stealing peoples money and poor customer service.
Travis, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information and reference #150916-003673 so we can address your situation. -Tatiana
I need to make someone aware of a situation that took place when I returned a car at 9345 N. Crescent Blvd. yesterday, September 8th and to express my disappointment at the way it was handled. Upon final inspection, Mr. Nicco Esgro found damage to the bottom panel under the door. This was missed on the initial walk around when I rented the car. Neither your representative nor I look that low on the car. If it were just a scratch, I may have thought that someone hit the car while parked and that I did not notice it. Unfortunately, the scratch had been painted as in an effort to hide it. That is why I know for sure that the damage was there when I drove it off of the lot. I spoke to Ms. Joanna Magruder, the person who did the initial walk around, and her statement was that there was no way she would have missed it. Well she did, and what a way to make a customer feel. The suggested solution was to charge my credit card, report it to my insurance co. and have the car painted. What, no investigation??? Needless to say, I am disputing the claim. My request was to have someone examine the damage in an attempt to determine the age of the damage. I understand that Enterprise has no motivation to honor my request, and I am not sure if they will. What I do know is that I did not/ would not damage a car and paint it in an attempt to hide it. In addition to Mr. Esgro, I also spoke to Ms. Lauren Griest. No one could offer an alternative except to file a report. I am hopeful that, in a company as large as Enterprise, there is a better way to handle this situation that is fairer to the customer. This has left me disappointed, frustrated and afraid to rent from Enterprise in the future. Once the car is painted, there is no way to prove my innocence. How is that fair??? The contract # is 876945.
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150916-003550. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
CHARGED FOR A “FREE” UPGRADE. On August 27th I called the Enterprise office located at 450 N Il Route 31 STE 100, Crystal Lake, Illinois, 60012-3764 (815) 788-8844 and spoke with a woman about renting the smallest car Enterprise offered. The woman indicated that the smallest car was not available but a compact the next size up was available and after hearing the price differential, I agreed. She asked when I was going to pick up the vehicle and I indicated I would pick it up after 5. I asked if she would be at the office when I got there and she indicated she would not but would be there the next day when I dropped the vehicle off. I arrived at the Enterprise office and was helped by a man named Ryan. After we finished the paperwork, since I used a debit card there was slightly more, Ryan said that a compact was not available and I was being given an upgrade to a Ford Focus at no charge. The next day, I returned the vehicle 5 PM and the woman I had initially made the reservation with was there, but, assisting another customer and asked me to wait. I said no problem, went outside and joined the party that was going to drive me home. While outside, I noticed Ryan the man from the previous evening came outside, checked the vehicle I had rented and went back inside the Enterprise office. I followed and by the time I had reached the desk, Ryan had completed the billing process. I asked Ryan when I could expect the refund on the deposit and Ryan said it depended on the bank. The bank I do business with always shows credits within 24 hours at the minimum as “pending”. I took the receipt and left. By Monday, there was not “pending transaction” showing, so I looked at the receipt to call the Enterprise office. I noticed I was charged for the Focus at the Focus price. When I called and spoke to Ryan about the deposit, which he said I would have to wait until the next day before he would look into it further, I also mentioned I had been charged for the upgraded vehicle. Ryan said that is what the reservation was for. I said I had asked for the smallest vehicle and was told a compact would be there, Ryan told me I had ordered the Focus sized vehicle. The next business day I received the remainder of my deposit. The credit was for a lesser amount than would have been if the order was processed as the compact I had agreed to. Someone must of switched my compact reservation for the Focus I was charged for since Ryan was insistent on initial reservation was for the Focus. I know what I ordered and I know my bank does not take two business days to process a credit. So I wonder, why Enterprise feels the need to tell a customer one thing when they reserve and then pick up a vehicle, and then tell the customer that they ordered a larger vehicle at a higher price not received an upgrade due to the lack of inventory of a reserved vehicle when questioned. And why would my bank not process my credit from Enterprise in the same time as it processes all other retail credit transactions. I have rented from the same Enterprise office in the past and received great service, however, this past experience has left me feeling like I had been misled and that there was something just not right about the whole situation.
Thank you for bringing this to our attention Jacquelyn. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150910-001431. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I inadvertently made an error on the Enterprise reservation number listed in my previous complaint this morning. The Enterprise rental agreement number for which I had an “awful” customer experience this morning is: 27FYYJ. A Rep with Corporate office said she was escalating complaint, but as of 1:45p, I have heard from no one. I will not use Enterprise again!
Re: Reservation #916402. Today is 9/8/2015, 9:50 am. I was just assigned a rental car 1.5 hours after arriving in office. The Customer Service was the most AWFUL I have ever experienced! I was picked up by Enterprise at I CONN 2 minutes from Entterprise. I stood in line only 2 find out by Patrick Taylor the mgr, that I needed 2 sign in. There was NO sign and no one helped. I signed in that I had a reservation and the time I arrived. They took about 20 people who came in after me. They had 1 vehicle left that I told them I did not want and did not match my insrance compant policy! I had to get it to go to work! I will NEVER go back to Enterprise and will be reporting 2 my insurance company ASAP!! I was late 2 work 2 hours due 2 this experience!!
Hello Lisa, I will follow up with the regional office right now. if you have any additional questions please contact us at care@Enterprise.com and reference #150908-001783. -Tatiana
Good Morning, I reserved a rental via Hotwire.com (Reservation#4780103333) to rent a car from 1:00 August 27 to Noon August 30th. When I got there they where going to charge me an extra rate for coming early to pick up the car so I decided to wait till 1:00 to pick it up. I just found out that one of your representatives placed an charge on my Credit Card and even if they cancelled it the Authorization was never cancelled. I spoke with my Credit Card company today and they explained to the Enterprise location where I got my car from would have to call them with the authorization number and they would clear the Pending Authorization number for me today.
I then called the Enterprise Rental Car Location at the Milwaukee Airport 414-294-5880 and spoke with the Manager Nicole to help me out to take care of the issue. I explained to Nicole what the Rep from the credit card place said they would need to do. This is when everything turned wrong. This manager was so rude and dismissive to me it was almost comical. She stated that she couldn’t look up the cancelled Authorization number. That she didn’t have time to call the credit card company right now and before I could explain to her that she could do a conf call because She would have to call from HER phone she hung up the line. I immediately called her back and asked her why she hung up and she again said she was too busy to deal with the situation. I asked her if she could hold the line I would conference her with my Credit Card Company and when I finally got them on the line the Credit Card rep advised her that SHE would need to contact them Directly..That if she didn’t have the information she would be able to retrieve it by calling the Merchant Services number. The Manager again was rude to her and said that she was really busy and couldn’t promise when she would get to doing it and hung up the phone.
As you can imagine I am totally frustrated number 1 because there isn’t anyone else I can call that can take care of this issue and I have to rely on a person from your company that will probably not do it in the first place. Please if someone could contact me at 205-239-2837 and let me know if there is another way to fix this issue I would appreciate it. I rent from you guys all the time but customer service like this make me want to REALLY run to your competitors and never look back!
Cullen Ali Carey
Cullen please refer to our complaints board post to you. -Tatiana
On Sept 4, 2015, I along with my husband went to the Urbandale IA location to pick up a car after securing a confirmation the day before. Since we were paying by Debit Card, the counter agent wanted all the necessary doXXXXents that would meet the requirements for said rental. Well for some reason or other, we were denied. I explained to the agent that we are returning customers using the same info as before but to no avail. Sadly, we did not secure a rental and the agents were rude, arrogant and not helpful. It is dishearting to know that returning customers with no prior issues with Enterprise would be treated as such. I feel it would make good customer service if some sort of acknowledgement was given as a token of good faith that would remedy this experience.
Thank you!
D Austin
Deanna, I would like to discuss this further with you. Please email us at Care@Enterprise.com with any other details. Please reference #150910-001162. -Tatiana
Vera K Stewart
* Euclid Ave
Berwyn IL 60402
Re: Enterprise Memphis International Airport Reminder: Enterprise Rent-A-car Reservation # 1002071546
I wanted to express my experience as a customer from enterprise. I have been renting from enterprise for years tried a few others and have never used anyone in a very long time. I always recommend my customers to use your serviced when they are utilizing rentals on their vacations. This past week I flew to Memphis Tn for five days to visit family. During my visit a family member had a private party at a facility in Park Ave at the end of the party there was a drive by shooting. I did not know the shooters or the victims. I was proceeding to my car and was stopped by an old acquaintance had I not I would not be typing this letter. The victim was standing in front of my rental car and in the event there was damage and a tragedy. I the renter an innocent victim was victimized by enterprise. Even though I have not one but two coverage’s received claim numbers and a 100 percent coverage enterprise left me in a visiting city and state with no new rental. I was told because there was blood not body damage on the outside of the car not inside they would not utilize my service. I spent over 1500.00 on this trip with hotel, flight, and car rental etc. and I had to spend my last three days in my hotel room because I had no transportation and only able to have pizza hut delivery. No one ever tried to extend any type of sympathy and not even a ride back to the airport not to mention because I had no car I had to sit in the airport 5 hrs before my flight because I had limited transportation. I was in a public place around people I never saw before but I was penalized for a drive by shooting. What company do this to a customer and say suspicious cirXXXXstance no vehicle will be replaced and I can’t rent again for being a victim. By the way I stayed with the young man, I tied his leg to help delay the bleeding held his head and waited with him 45 minutes for an ambulance yet I still don’t know his name or if he survived. Me the victim did this yet I was penalized for being human. Me as a travel agent cannot tell my customers if something beyond your control happen enterprise will be there for you.
Respectfully,
Vera K Stewart (VICTIM TWICE BEYOND CIRXXXXSTANCES)
Hello Vera, we are glad to hear you are okay. I would like to look into this situation further with you. Please send us an email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, rental agreement (RA) number, “DX” or claim number and reference # 150903-002777. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I sent that information the same day of this post but i did resend it on today. I am hoping this is looked into and someone contacts me.
I would like to know how to reach your CEO, Pamela Nicholson, I’m told that,that is not possible. I want to know why Enterprise will not take responsibility for renting out a car that was not detailed and drugs were found in it.
Cheryl, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150909-003643 so we can assist you further. -Tatiana
i work for enterprise,, its a job i guess !! i been there 6 years and make 9.00 a hour like the guy that started last week… the way the managers are paid it seems they never want to give raises to anyone except people that work in front !! they fired a few people,, then expect 1 person to do all the jobs that 3 people was doing before !! so from the time you start work most of the time you go constantly non stop and no lunch breaks because we are under staffed and managers dont want to hire people or somebody doesnt !! if you want good workers to stay with the company,, the billion dollar company needs to take care of their employees a little better and im not talking about the ones that make 6 figures either !! `overworked and underpaid especially when i have to use my money to put gas in a billion dollar companies car ,,so im not stranded on the side of the highway !! then have to wait months or weeks to get it back when i make 9 dollars a hour !! but if it wasnt for my kid i would be gone,, ive worked some bad and rough jobs,, but they took good care of ALL EMPLOYEES NOT JUST HALF OF THEM !! I THINK ITS TIME TO WORRY ABOUT HOW EMPLOYEES ARE BEING TREATED INSTEAD OF RENTING A CAR !!
the most unreliable disrespectful People I will let all my UAW members know even talking to corporate is useless thank God for Internet
Ray, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150909-003586.-Tatiana
I need the mailing address for your CEO, Pamela Nicholson, please.
Diane, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150901-003390 so we can address your situation. -Tatiana
First of all Enterprise advertises that you provide a pick up service. However, after calling your location at 5711 Hwy 6 and requesting to be picked up I still was waiting after three calls between 930 and 1130. My reservation for the rental was for noon. The last call I advised that I would drive to the location, complete the necessary paperwork, but that I will still need to return my car home. I arrived at the location and only one of your employees had any sense of being expeditious about getting customers in and out. Unfortunately, this was not the person helping me. One employee was sitting at a desk with ear plugs in his ear. I guess he was on break. When I inquired again about the ride I needed I was told that the driver had just gone to pickup someone. So, after waiting over 2 hours for a ride to your location, your driver had been sent to pick up someone else. Okay, I was advised that I could just leave my car there, which is what I was forced to do since it did not seem that I was going to get a ride from Enterprise. Obviously your company misses the point of car rental. I arrive back on Monday to return the car, again 3 or 4 people waiting to be helped and every one behind the counter is in leisure mode. After ‘sitting’ for about 15 minutes to just return the car, everyone waiting was informed that your computer system was down and that anyone with a return could just leave the keys and the receipt would be emailed. I finally received an emailed receipt. Unfortunately, an additional days charge had been tacked on to my rental. I noted that whoever checked the car in checked it in at 3:28pm. The car was returned before the 12:10 pm due time. So I went into the location to inquire about this. I was advised by John that he would have the manager correct this mistake the following day. Saturday, I noted the the additional funds had not been returned to my account and an additional 48.49 had been added on. So I called on Saturday. I was told that someone would call me back. No return call. Monday, already a week after returning your car to you and still my bill is not corrected and now I have an additional charge added. So I travel to the location AGAIN. Again, I’m told the manager will take care of this overcharge for 193.86. No one could tell me what the $48.49 is for. Unacceptable! I am very disappointed with the service at this location and my only hope is that not all locations operate this way. This whole car rental has been one inconvenience after another. I chose Enterprise because you advertise that you will pick up the customer, but it is not stated that the service is only for certain customers. I do not feel that there was any respect or consideration for my time or business. And again, a week later I am still waiting for my bill to be corrected and for someone to explain to me what the additional charge is for. I called your customer service line at 281-677-2300 and am awaiting a return call. As of today, August 28th, I have not been able to make contact with anyone to find out why my card was overcharged. I have called the local and corporate office.This is definitely bad customer service and this is not a company that values my business.
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150901-003398. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I have rent many of time from you company and never had an issue but today 8/29/15 I went in to pick up my rent car and was told I was not allowed to pick it up because I did not have a major credit card and in state driver license. Well I just rented from this same location a few months ago and did not have the major credit are or in state license but I was able to get the rental car. So please tell me what the difference is now. I have 2 different people from you company telling me 2 different things. I think your company should get on the same page. I called the cop rate number to voice my opinion and see if there was something that they could do.. Well I got the lady on the phone that started off oaky but I guess she was tired of listening to me tell her what had happen then I start hearing her breath in the phone all heavy like I was getting on her nerve of something… So I think this company should start from the top meaning CEO and go straight down with customer service training and the rules of the company but every state does something different. I hope I never have to rent from your company again let along deal with your rude customer service.. Oh by the way thank for making me miss my mom and nephew surprise birthday party!!
I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, reservation number and any other details. Please reference #150901-003250. -Tatiana
I rented a car from your 2727 Division St.office in Spokane Washington I had checked the prices online & was shown a price of $26.99 a day given the fact that my insurance only paid for $20.00 a day I figured that was fine. Upon given the contract for the car I was given a different price charging me $31.67 a day. I feel this is false advertisement and taking advantage of a person. I also received a dirty car with hardly any gas in it. I received a call from this office the next day informing me the previous renter may have left a wallet in there. I found it between the seat confirming the not detailed car. I told the agent to have a driver come up to my work and get it this was a Friday. No one showed. I contacted the agent on Monday and was told they wanted the owner of the wallet to come to me at my place of work and pick it up VERY UNPROFESSIONAL! I was sure that the other renter was in need of the wallet and since no one from this enterprise office was willing to come get it and I felt pressured to let them come to me. I felt my privacy and security were violated by this action. I will be filing a complaint with the Better Business Bureau along with Consumer Affairs,
Thank You
Jackie BIlaski
Jackie, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150828-001208, rental/reservation number and any other details. -Tatiana
I need a customer service contact person in your Corporate office to give me a call please-the number is (336) 706-0977, reference reimbursement of a deposit, which I have not received yet. I was informed on August 14, 2015,the check will come from St. Louis. MO. I turned in my rental on July 28, 2015.
Thank you
We would like to look into this situation further. Please send us a detailed email to Care@Enterprise.com with complete details such as: reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150828-001289. -Tatiana
Went online to make reservations for the weekend special this coming weekend and oh was I surprised when I put in the location of the enterprise that I wanted topick the car up from it said it was a “Urban”Location” and wasn’t doing the special only to check all the locations within the same vicinity and they all said the same thing.. I then check a another area which happens to be predominately white area was doing the weekend special. I have been renting from enterprise for years now and never had a problem before but this has left me feeling that maybe a better choice of words could have been used and that the #Urban neighborhoods aren’t deserving of any type of specials when it comes to renting cars.
Shantell, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location you were wanting to rent from and any other details. Please reference #150828-001415. -Tatiana
I made a reservation through your 800 number and received a confermation email that I had a car held for me. I called the branch in Gillette WY at 1000 when they opened to arrange a pickup. I was on hold over 20 minutes before I spoke to a person. I then informed that they did not have a car for me because I didn’t make my reservation 24 hrs prior. The lady was rude and said she would call me if a car came in its 2:35 they are closed an I still have no car. I have not recivied a call back or anything your customer service line blew me off but said they were sorry it happens. I requested to speak with the regional manger and was given a bad contact number. The person at the branch told be to quit calling the branch or customer service because it wouldn’t help. She doesn’t have a car and they don’t honor reservation that are made less then 24 hrs out she prefers 48 hrs. I listened to your company mission statement but I guess taking care of the customer doesn’t apply in my case. I have notified my company that I can’t do my job due to enterprise not doing there job. I spent all morning being pushed around placed on hold hung up on and lied to by your company representatives. I have come to figure out that your reservation confirmation isn’t worth getting because it means nothing. (1900441431) is worthless. The Gillette WY branch seems to be run by very incompetent people and expected a lot more from a family owned company my mistake. I have notified my corporate who has s corporate account with enterprise and lined out the situation with the rental car reservation.
John, we’d be happy to look into your situation. Please email Care@Enterprise.com with your contact information including phone number and reference #150828-001484 so we can address your concern. -Tatiana
I experienced the worst service ever. The customer service is horrible and very professionally managed. After making my reservation online I proceeded to contact the physical location to veri they received my reservation. Upon confirmation of Enterprise’s receiving the reservation I asked of the availability of vehicles wich I was informed “plenty”. I informed them the rental was being used to attend my aunts funeral. Today is Aug the 22nd twenty fiveteen, this horrific experience caused me to miss my aunts goings away. When I called this morning around 9:24 is when someone answered. The manager on duty acted unempathetic with the situation and told me the cars were in the body shop four miles down the road, but he only has three guys working. This location is 6035. Peachtree parkway. Norcross ga 30093. After having the reservation transferred to another location whose situation with cars being available dod not differ. Thanks for making me miss my aunts funeral.
Thank you for bringing this to our attention Osiris. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation number and reference #150828-001553. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Since I can’t get a hold of anyone, people at the locations lying about their title and calling them managers and at the same time refusing to give out their last names, I am going to write a complaint here, which is my first step. I will also write a complain to any and all consumer services and federal services available. This company is outrageous and I hope they will get out of business soon.
I am 69yo retired woman and I don’t need to go thru the amount of aggravation as I endured with the help of Enterprise for these past two days. I had a car reservation from Geico at Enterprise and at the time Geico was making a reservation, I made a choice of the location convenient to me. I received a call from someone who said the car is available. I asked them if they can pick me up and at first they said yes, and than they said they’ll pick me up the next day because they didn’t have a car available. Next day comes, I call back the phone number of the location and ask to be picked up. I was told to be ready at the certain time for pick up. I also asked my son to go to the location from his work so he can help me out with the paperwork. He gets dropped off at the location to find out that this is not a location they are planning to drop me off. Apparently without any of my knowledge and my agreement, Enterprise decided to change the location to two towns down from the place and drive me there. My son got stranded at that location and no one was agreeing to at least drive him to that location. Meanwhile after being told to come outside for a car, I’ve waited at this heat for one hour and still no one came to pick me up. Then my son called me and told me about the situation, I asked to speak to the manager, the lady by name Kaitlyn said she was a manager and refused to give out her last name told me there is nothing they can do either for me or for my son. I called her again and explained to her that I was outside for one hour and no one picked me up she put me on hold and the next person who took a phone said his name was Joe and he was a manager, when I asked him who was Kaitlyn, he said he was her manager. Liers!!!!! So enterprise have managers of managers of managers? What kind of business you run??? Disgusting. At least this manager Joe understood the messiness of the whole situation and offered to drive my son to my house personally and drive us both to enterprise to pick up the car. This offer of course came 30 min later after my son came in and of course he had someone picked him up by than. Once again I don’t understand how you do business???? How you don’t go out of business with such a customer care??? Look at all these complains, with all the social media around and voices being heard, why don’t you think about your reputation??? This is actually my second time in a week getting horrible service from Enterprise, the first time when I called and didn’t have reservation from Geico yet, I was told that I don’t need it and just give a claim number which I gave. I was told that the car will be available 7:30AM for me the next day. The next day when we came in at 7:30AM we were told that since there is no reservation from Geico, we have to pay by ourselves. When I inquired why I was told different the day before, I was told that the number for the location that is listed in Internet is actually not the location number, but the corporate number and they don’t know what they doing there. This was told to me by an employee!!! I really hope that with so many complains, unhappy customers and such a competition you will be out of business really soon!!!!!!!
Raisa, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch locations, rental/reservation number and any other details. Reference #150828-001629.-Tatiana
I would like the name and contact information for the regional manager who oversees the Mill Valley, CA location.
The manager, Jonathan, mis-informed me about polices, wasted my time, made me miss a business appointment and lose a sale,.
He would not contact his supervisor or corporate office to resolve the problem; actually telling me that corporate offices were closed about 2pm PDT.
Thank you for contacting us. We have found a file with your previous information given. I will follow up with the regional office right now. If you have any questions please email care@enterprise.com. Reference #150820-003644. -Tatiana
RE: Claim No. 04419230
Date of Loss 10/07/2013
Dear Sir/Madam:
Regarding the above referenced claim – image our disgust to discover the attached recall of the hood latch after our near disaster with a 2013 Nissan Altima rented from your company.
Thankfully, we were not involved in an accident when the hood of this vehicle flew up as we were driving at a moderate speed thru light traffic. We never opened the hood during the term of the rental, nor did we engage the hood release while we were driving when the hood flew up. Both hands were on the wheel at the time of the incident. Earlier in the day, we had just returned from a trip driving at highway speeds in heavy traffic. I doubt we would have so fortunate if the timing were different.
The more disturbing issue was how we were treated when we called Enterprise to report the accident and subsequently turn in the vehicle. We were treated by the manager as though all she was concerned about was that we agreed to pay for the damages. There was no genuine regard to our safety or health – only that we agreed to pay for the repairs. When I pointed out that there must be something faulty with the hood latch, she equated the responsibility of the liability to having a flat tire. And then, when we received the letter saying we were responsible, there were additional damages to the underside of the vehicle that were added to the hood damage. (See attached doXXXXentation)
We contacted our own auto insurance company to report the claim as well and they were corresponding with the claims adjuster to settle the issue. However, we instructed our agent to not pay the claim since we did not incur any negligence on our part. We never heard back from Enterprise on the claim – nor did we receive an apology, have any concern for our safety, or any reimbursement for our inconvenience – nothing. Obviously, no one at Enterprise realized the significance of what could have been a potential fatal accident if not for quick thinking and reacting when the hood flew up – not to mention a bit of luck.
I feel compelled to correspond at this time based on the lack of follow up by Enterprise to acknowledge their failures. Certainly hoods do not fly up on a regular basis. I’m certain the manager had no idea of the hood latch problem when they rented us this vehicle. It was her reaction and complete breakdown in customer service that is the issue. Enterprise should be thankful they are not dealing with a tragedy and having to be held accountable for something greater than a damaged vehicle.
We are anxiously awaiting your reply.
Pessimistically Yours,
Thank you for bringing this to our attention Frank. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number and reference # 150828-001750. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Dear Customer Service,
Firstly its a shame that you can’t even get anyone on the phone at corporate! Secondly, if you are trying to resolve a problem with the local office that provided the service, they either never call back and they keep you on hold longer than 15 minutes every time.
My problem. Office at 13832 S Military Trail, Delray Beach FL. 33484
On 4/13/15 I rented a car for two days due to an auto accident that was not my fault. The driver of the other vehicle who was at fault wanted to settle the damages without insurance. The autobody shop that repaired the car is a good client of Enterprise.
Econo Auto Painting and Body Works (Dave is the owner @ 561-276-3087)
Econo wrote a check to Enterprise the day i picked up the car, and I personally say him hand the check to the driver. When I filled out the paper work upon rental, the rep told me that my credit card was only to hold for security and not for payment as Econo was paying for the rental. 2 months later I see I was charged for the rental on my June statement (6/9/15) I immediately called Econo auto body and spoke to Dave. He confimed the check # issued to Enterprise. He combined the amount with another customer that Dave was paying for. The cost of my rental was $116.02 and the other client was $109.22 for the total of $225.24 The check number is #11635. I then called my VIsa and am disputing the charge. I did not authorize it.
After I confirmed that I have made 4 calls to the local Enterprise office to find out what they did with the check. Each time I was told someone would get back to me and never did. So , I had to keep calling. And always left on hold for longer than 15 minutes. Here is the history of my calls
7/27/15 spoke with Gail Fonrose-told her situation. She promised to get back to me . no repsonse
8/7/15 spoke to manager Trevor Wilson. Told him the story again. He said he is the new manager picking up the “mess” from previous managment. He too promised to get back to me, and did not.
8/13/15 called Trevor Wilson again. He said that the check either never got cashed or it was lost. He admitted that they charged my account 2 months later because they saw no payment.HE said he would call Econo Auto Body to find out if Dave can check his bank to see if it was every cashed. He would call me back in a few days
8/19/15 I called back and was left on hold 18 minutes. Noone ever picked up.
I am at my wits end. I have spent way too much time on this event for only $116.02
Your company should just credit my Visa and be done with it. I am so angry and nobody can even have the courtesy to return calls. I see I’m not the only custtomer not satisfied with the customer service.
Please contact me @ 561-251-6011
Rental Agreement # is 696798
Rental date 4/13/15
Susanne
Thank you for your email and all of the information. Our team acts as a bridge between our customers online and the upper managers that can best address your concerns. Based on the information you have provided, I have forwarded our correspondence over to the corporate office that handles the Delray Beach to address further with you. Reference #150821-002721.
If you have any further questions or concerns, please email us at Care@Enterprise.com
Respectfully,
Tatiana Jackson
Social Monitoring Coordinator
I need the email address’s of,
CEO: Pamela Nicholson
CFO: William Snyder
COO: Matthew Darrah
I have a complaint to make, I need these within the next few hours or I will be contacting the BBB about your business. Which may I add you only have 2 stars on there and a ton of complaints, I dont think you want another one. I also have 100k+ followers on social media, I will make sure noone ever uses your POS service again. Also my cousin writes for the Tampa Tribune (major newspaper in florida) he will be making a column of my service I had at your location. I recorded the whole conversation between the 2 female staff insulting and harrassing me yesterday, I dont think your company wants that hitting the internet. Hope (for your sake) I will hear from you soon.
We take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150821-002681 so we can address your situation. -Tatiana
Well I have nothing good to say about the local office of Enterprise here in Maine for me. Rented my car due to my car being in the auto body and insurance set the car up for me and no cars were available until following day. Picked up the car next day and brought it home. Sat in my driveway for 2 days and went out to leave and all you could smell was cigarette smoke. So called local office it was closed and left a message. Got driving down the road and my child found a cigarette butt in the cup holder in the back seat. Was not impressed. So the only office close to us that was open and had vehicles was 1.5 hours way so drove there and got a new rental. Gentleman went out and said yes someone has smoked in it well get you in a new one. I explained to him that the vehicle was not clean on the inside that you could see ashes in the door handle and also found someone’s wallet in the console. So it showed no one looked it over and cleaned it. So I never received a phone call about the rental car and out of nowhere today the manager at the local office that rented us the cigarette infected car called and was telling my husband that we owed another $150 for the insurance on his rental because he made it sound like we had to take the insurance because everything would be covered if anything was to happen. But like we were talking tonight out insurance company set up the reservation because we couldn’t drive our vehicles so they would be responsible anyways. But couldn’t call about the rental car that smelled completely like cigarette smoke and my child found a butt but wanted to make sure to take money from us.
Melissa, I would like to discuss this further with you. Please email us at CareEnterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150821-002668. -Tatiana
I am sending this email to express my concern that I feel enterprise Corporation in Scranton is not doing their job very well. I have rented cars from enterprise in Scranton for many many years with in the past two weeks, I rented a vehicle and had another rental scheduled for two weeks later. I felt the way was treated was unfair as a valued customer. They are mostly younger people that worked there and do not know how to treat their customers fairly. In such an instance the first time within the past two weeks that I had rented a vehicle I had asked to be picked up and I kept receiving phone calls that they were unable to come and get me when I needed to be picked up. I was supposed to be picked up for noon originally and I was told they had no vehicles available until later that day. So I delayed my trip The next time I was given was 3 PM that I was supposed to be picked up I received a call can we come at 3:20 I agreed because I had no choice and the pick up never got there until 3:55. I am very dissatisfied and I will be looking for a new rental car business for the future.
Thank you for bringing this to our attention Rose. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150821-002628. -Tatiana
First and only experience. An insurance company rented me a car after a wreck that totaled my car. Enterprise office did not know how long my rental was valid for and said they would contact me before it was due I call them after a week and a half I was informed I was several days late returning my car but as she had been out of the office the ENTIRE week she was only checking her email now and had forgotten to notify me. Now they are charging me for their mistake and no one will speak to me about why I am being punished with a 100 charge. Would have returned it on time if they communicated the time but appearances I am not forth the effort. I will never be dealing with then again.
Mason, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150819-003591.-Tatiana
Dear Sir or Madam:
We wanted to express our thanks to the Enterprise branch located at 5654 Central Avenue in Toledo, Ohio. After reserving a car through Hertz 🙁 via our local AAA travel agency, we attempted to pick up our reserved vehicle. After being told “I have no cars”, and so forth, we talked to our AAA agent who advised that Enterprise was close by. We drive over and had the good fortune to be assisted by Ms. ShaneKa ? . She quickly and efficiently set us up with a vehicle, keeping our cost close to the Hertz rate. She was very professional and we left with a family vehicle and our vacation intact. Please acknowledge her (and the other employees in that branch!). Thank you, the Heidbreder family.
Thank you Diane for the wonderful compliment. It’s great to hear that you had a fantastic rental experience with us in Toledo. I’ll pass the compliments on to Ms Shaneka and the regional office. Have a great day! -Tatiana
I have STILL yet to receive the rental I was supers to receive or even a call for that matter from tube Motor Way location here in Colorado Springs, CO. All of this is paid through my insurance. Caleb was so rude and gave my rental to someone else more than once and only gave me the option to be put on the wait list. 3 days of wait listing. Yesterday I was supposed to be guaranteed a rental by 2:30 and a phone call; I didn’t receive either. I plan to tell everyone I know not to rent through them.
Thank you for bringing this to our attention Stephon Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150819-003742. -Tatiana
Hello, I hope someone will response this, because I started thinking that Enterprise does not care their customers. If you check my record you will I have been keep renting cars from Enterprise. Actually, Enterprise is the only car rental company I rent car. Anyways, Last Friday, I received a letter from Enterprise. It was notifying me that they are going to charge to my Credit Card for 132$, because of the parking violation in Oakland on 07/24/2015 @ 2:16 pm. My rental car period was from 7/22/2015 to 7/24/2015 @ 2: 42 pm. I was sure that there is a mistake because I kept the car with me on that day at work where it is in Petaluma. I called the number on the notification letter. First, I spoke with a representative. I told her that I have never been in Oakland in last two years. I explain her that it is also impossible for me to got the ticket at 2:16pm and return the car at 2:42. If you check the google maps, it is 45miles. How can I get to Petaluma in 26 minutes? That would be impossible even if I leave the location to Petaluma as soon as I got the ticket, went to Petaluma and return the car. After I explain myself, she told me that if something wrong I need to connect to the Oakland City, get some kind of written paper that shows that wasn’t me. I told her, why am I doing this I am telling you that wasn’t me, and you already charge me for something that I wasn’t responsible. Now I need to correct this! She insisted that I need to connect to Oakland City. I requested to talk her manager; I explain everything from the beginning, but same response. No any help. It was looks like to me; We charged to you anyway. I checked the letter again. There was a violation # on the paper. I googled for Oakland city parking ticket. There is a web page you can go and pay your ticket online. I entered the number and I saw that the ticket , it was still unpaid and the date and time was 4/24/2015 2:16pm. Looks like whoever enter the wrong month, instead of 7 they entered 4. That is fine everybody make mistakes. I called the same phone # again. I requested to talk with a manager directly. I explain from the beginning. And she told me that I need to connect the Oakland city and get a copy of the ticket send it to the enterprise. After for a long talk at last I convinced her to go the web page and enter the invoice #. She saw the dates and told me that maybe there is some other issues and wanted to call the city of Oakland. She called them and gave them the invoice #, the people from the city told us that the date is 4/24/2015. After we disconnected from the city, she told me that she is sending a request to return my money. I am still waiting for money to be reimburse. I spent almost 3 hours on the phone while I was at work. And felt like I am just trying to avoid 132$. Please tell me why I spent my 3 hours on the phone try to find what actually happened. What was my responsibility on this?
RENTAL AGREEMENT 270816
REF # 1SWP4H
Ali
Thank you for your email and all of the information. Our team acts as a bridge between our customers online and the upper managers that can best address your concerns. Based on the information you have provided, I have forwarded our correspondence over to the corporate office that handles the location to address further with you.
If you have any further questions or concerns, please email us at Care@Enterprise.com
Respectfully,
Tatiana Jackson
Social Monitoring Coordinator
earlier this year my wife ,son,and i went to the car sales department to purchase a car for our son. He being 18 no credit , we had his credit ran of course he wasn’t qualified. I co-signed we got the car. my son later (2 weeks maybe) swapped cars without me being there. The next car was around 6,000 more. I never signed any additional papers for the increase of the second purchase. the car of course, is in my name. A week later our cousin goes to purchase a car from the same dealership same agent. cousin has no I.D.. y son works across the street. So cousin calls my son uses his I.D. makes him the co-signer and cousin purchases car. my son who can’t buy a beer nor his own vehicle is now the owner of someone else car. I have contacted the branch manager,to no avail.
Hello Jeff, I would like to look into this further for you. For us to better assist please email care@enterprisecarsales.com with your contact information, the exact location you purchased from, any additional details and reference #150820-003045 with your correspondence. We’ll look for your response! -Tatiana
.Jeff upon further investigation I am working with the citations department to assist you further. That you for your patience. I will let you know of any updates that I may receive. -Tatiana
I WILL NEVER RENT FROM ENTERPRISE AGAIN
I attempted to rent a car in the Little Rock Ar. area. 2 locations did not even have a car. When I went to the 3rd location in NLR Ar. They took me through so many change with needing a $250 deposit plus copies of bills if I wanted to use my debit card. They also wanted me to provide $250 deposit for a secondary driver as well as bills for this person. This whole process was extremely low class. I am a professional with appropriate credit cards, license and insurance. They acted like this was a check cashing store or other low class establishment. I have used Enterprise for the past 20 years but I will never use them again.
Dr. Johnson, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150819-003759. -Tatiana
I WILL NEVER USE ENTERPRISE AGAIN!!!!!
Rented from all local branch Augusta NJ. just rented to go down the shore for 2 days. The moment I got down there the oil light kept coming on the entire trip/ then the back brake light on driver side was out! On our way home on 280 going through the Oranges the car is now over heating and it is saying pull over!!! So i get off an exit pull in gas station and call my local branch. She informs me of an enterprise 5 minutes up the road and go there to swap out car! When I arrive there Melissa the Asst Manger says if the car is BROKEN DOWN she can not trade me for a new! So she calls there own road side assistance,and they say” If i am not on the side of the road broken down they will not come!!!” So how was I getting home I waited 31/2 Hrs of being patient until she said well you can drive it to Newark air port they have cars!!!!!!!!! What!!!!!! my car is broken down!!!! so after 3 1/2 hrs of dealing with incompetent people I called my own daughter who had to leave work and come and pick me up as well as my young daughter and sister !! Unfortunitley the Augusta branch said there hands were tied and she could not help me either. So I was directed by the Augusta Branch to leave the keys and car there. DOES’NT END THERE. I left my easy pass in the car Augusta Branch says she will call down and have them pull it, when I go down on that Monday Melissa tells me Oh no we don’t have It!!!!! They were all extremely rued and made my daughter cry several times in the West Orange Branch!!! I WILL NEVER RENT AGAIN FROM ENTERPRISE!!! YOU NEED TO GET EDUCATED PEOPLE WHO CAN HELP AND DEAL WITH THE PUBLIC!!!!! I AM EMBARRASSED FOR YOU!!! SHAME ON YOU AND YOUR INCOMPETENT EMPLOYEES!!! Jeanette Mallon
Thank you for bringing this to our attention Jeanette. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150813-002895. -Tatiana
While in Charlotte, NC this past February I was hit by a car while at a complete stop in a shopping plaza’s parking lot. We filed a police report and the insurance companies determined that I was not at-fault. Since I opted out of the insurance provided by Enterprise, I had to pay my $500 deductible upon returning the car. I was told by the rental agent that everything would go through the Segregation Department and that upon payment from Nationwide (the at-fault driver’s insurance), I would receive that money back. According to the Nationwide agent handling the claim, Enterprise received payment of $962.15 on April 6th 2015. According to his conversation with Enterprise Segregation agent Kristian Thompson, she sent a check out to me for $500 on April 14th 2015. I never received the check, or a deposit into my bank account (I’ve been checking every month). I have called her several times (always gone to voice mail) and left her several messages. I have emailed her as well, with no response back from her. It is now August, and I have still not gotten my money back. I’ve never had an issue with Enterprise in the past, but this is absolutely deplorable. This is the worst experience I’ve ever had, with any business, and now I’m going to have to hire a lawyer to get what is owed to me. All I wanted was a phone call or email back from Thompson, so that we may track the check if it was lost in the mail (provided it was sent out to begin with). And if it was, a re-issuance of that check, or a direct deposit to my account. This is not fair. Your company has now been paid twice for the same thing, and I’m pretty sure if I my lawyer contacts Nationwide with this, you will have an even bigger law suit on your hands. I want my money back and a formal apology.
Christina, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #150811-002102. -Tatiana
I totally agree jaci they have done the same thing to me. But that’s not the worse part I’ve rented cars from this company for quite sometime now never had this problem up until a few months ago which brought my account into overdraft. After being in the car for several months. Each month I rewrite for another month however I after not being able to get into the branch on time and they couldn’t charge my card like have been doing an police investigator shows up at my home saying that the car was stolen. That was very humiliating I have an disabled son whom is in a wheelchair his nurse happen to answer the door my other kids we’re there also and for them to treat me someone whom has been in this same car for months never ran nor dodged them someone whom they have made thousands of dollars off of they treated me like an criminal. This is very unfair and I will seek farther into as well.
Long term very unsatisfied customer,
Reatha M.Thomas
My apologies for the name being pronounced wrong, Mrs.McShine
We have passed your information over to the regional office. You will be contacted as soon as possible. -Tatiana
I will never rent from this company again. I was charged a one time fee for a key that I had to replace. That is not my issue. My issue with this company is that they continue to charge my card every three days. I am now out another $200 because they continue to charge my card with unauthorized charges. I will be contacting my attorney and suing this company. I will not continue to be overcharged. This is ridiculous not to mention illegal. SINCERELY A VERY DISSATISFIED ONE TIME CUSTOMER
Jaci, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150811-002176 so we can address your situation. -Tatiana
I rented a van Satyrday July 11,2015 at local branch. When going to leave the side door on drivers side would not close with the remote or buttons inside. Went back in told them what was going on. Branch manager comes out goes to opposite side I say it’s this door. He comes over tries buttons no close. He pushes it back a few times hits button closes. Says sometimes needs reset I thought things were fine. We were getting ready to leave midnight that night for vacation. Put middle passenger seat down so kids can get in back seat. Put seat back up headrest won’t stay up and again door won’t close on other side. Tried calling of course closed and don’t reopen to Monday morning. We left stopped for gas a couple times and door decided it wanted to close as child was getting out almost smashing said child. We get to location again door won’t close and we try to roll down window on said door won’t go down. Tried driver switch window still won’t go down . Sunday leaving dinner child goes to get in van and do again decides to close on own and almost gets another kid. This point between door, window ad headrest I had enough. Since offices closed sent email. No response. Was told to go to a branch close to us to drop roadside assistance so we went in Monday morning about 11 am explained what was going on. Gentleman (very nice) came out and checked things out. Then told us go to airport location and they could exchange it for us. Get there greeted by another very nice man who directed us inside to where we found a very rude woman. Finally after about 15 min with her was told they would exchange it. Waited another hour and 15 min for them to locate the vehicle they were giving us. Had no other problems until now I get a bill from Enterprise stating I owe $630 for damages to this van I had picked up on July 11. Of course tried calling and guess what they are closed. This was damaged when I got the vehicle on July 11th. I will never rent from or recommend them again. You know the local office has yet to call me about my experience or anything. Regional manager called me once headed back from vacation and completely understood where coming from.
Thank you for bringing this to our attention Crystal. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150811-002217. -Tatiana
I was recently referred through my insurance to The Service King on 816 E Roosevelt Rd in Lombard, Il. My insurance agreed to cover a rental car for up to $30/day. I was told that I would simply have to show up, drop off my car, and that Enterprise would be waiting with my rental. I would have to put down a refundable deposit of $50-$150 for the car, and that’s it.
Everything was great through service King. However, a few feet to the right at the Enterprise desk is where I was faced with your incredibly rude representative.
Upon sitting in the chair I was immediately asked for my license and credit card. Keep in mind, I have never rented a car before, so the entire process is unfamiliar to me. He cut straight to the point, never bothering to explain anything. He didn’t so much as make eye contact. He stared into his computer and asked whether I wanted “basic” or “premium”. Noting my confusion, he broke away from the pc long enough to look at me and repeat himself, “basic or premium”. I chose basic. Due to his lack of explanation, I was forced to assume that basic was the bare minimum, what is standard and comes with the car. He informed me that I would be the only person allowed to drive the vehicle and that it was non-smoking. He then rushed me out to the car, started it, checked for damage, and told me that I would have to bring the car back with the same amount of gas. He took off back towards the service King only turning back to say that the keys were in the car.
I had the car from July 28th-August 3rd. On the 4th is when I noticed a $200 enterprise charge to my account. I called the 816 E Roosevelt location and spoke with Andrew who explained that the charge was originally for 7 days and would be adjusted leaving me to pay $115. Confused by this charge I decided to call my insurance to figure out if it was a billing issue on their end.
It wasn’t until I spoke with my rep, Amy Haugen that I was informed that “basic” applies to a basic insurance policy provided by enterprise. Amy connected me to Enterprise and told me to ask for a woman by the name of Tomilsa. In speaking with Tomilsa she explained the basic policy that the first representative failed to do. I in turn explained to her that I was never made aware of any extra charges aside from what would be covered by my insurance. Tomilsa assured me that she would look into it and see if she could drop the charge and that she would get back to me. I spoke with her at around 9:30 am, and by 12:30 had yet to hear anything.
I took it upon myself to then Google the corporate number. I spoke with customer service and explained my situation. Customer service advised me to call the enterprise branch yet again, insisting that I should not have a problem getting my money back, but should they refuse to reinburse me, I could always call back and have my issue resolved through the regional Vice President.
Now 12:40pm with now call back, I was forced to call the Roosevelt location once again. I spoke with Colin who informed me that Tomilsa was on lunch and wouldn’t be back till around 1:15pm. He took down my name and number and said he’d have her call.
I finally received Tomilsa’s call at 1:30pm. She gave me a “throw your hands in the air” neither here nor there attitude and pretty much explained that there was nothing she could do. She argued that I had been fine when speaking with Andrew earlier and that was it. I thanked her for spending all that time “looking into it” and informed her I’d be calling corporate, to which she replied, “ok, bye”.
Once more, I had to call customer service and again explain the entire ordeal. She, like the customer service rep I spoke to before was willing to help. She took down my information, stating that mine, along with that of the original enterprise representative that issued the rental would be sent to the Vice President of the regional office.
That was on Tuesday, it is now Thursday. I have yet to hear anything from anyone.
I’m taking my claim to the better business bureau.
Thank you for bringing this to our attention Krystina. Please send us a detailed email to Care@Enterprsise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150811-002243. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
To Whom it May Concern:
I am terribly disappoint with the lack of service I received from the Enterprise Rent-A-Car, located at 9111 Euclid Ave, Manassas, VA 20110. Renting and dropping off my vehicle was not the issue. It was a bill to my account on July 18th for the amount of $290.14 for damage and roadside assistance, that I did not ask for or give permission to have billed to my credit card. Once I received my credit card statement, I immediately contacted the office at 703-330-9696.
On July 13, 2015, I contacted the office and spoke with an employee that said he was new to Enterprise and would have to find the hard copies of my service agreement and call me back that afternoon. I WAS NEVER CALLED BACK.
On July 16, 2015, I contacted the office and spoke with Charlene. I explained to here that I was wrongly charged as I have insurance to cover damage and roadside assistance. She stated that the employee “might have checked it off while he was zipping through the form” and that she would pull the hard copies and call me back in 20 minutes. I WAS NEVER CALLED BACK.
On July 20, 2015, I contacted this office again and spoke with Charlene. At this time, I expressed my concern with how the office was being managed. She said that the forms were in Arizona. I asked who her manager was and she stated Danny Diana. I asked to speak with Mr. Diana and was told he was on another line. I confirmed my phone number with Charlene and was told he would call me back ASAP. I WAS NEVER CALLED BACK.
I can see on the website all the negative reviews for this location and understand now why people took the time to write them. This is not now a business should be run.
I stopped payment for the amount of $290.14 to enterprise via my credit card and will not be paying it. I am in need of a copy of the paperwork…which apparently is somewhere in Arizona and unavailable via the internet (image that).
This is an on-going joke…but WOULD SOMEONE PLEASE CONTACT ME…. My email address is linked to this complaint. Pull my records from this location or online from my account/rental and call me back.
Dayna
Dayna, we are currently working with the Regional Office to further assist you. Reference #150805-002708. -Tatiana
I would like to make a complaint against a branch manager in Grove City, Ohio. His name is Robin Darr.
I had been renting a vehicle through Enterprise for two months. The first month was covered by my insurance company, the second month I had been paying for. I talked to several Enterprise associates, including Robin, to let them know that I would continue to rent the vehicle after the insurance payment stopped and that I would cover the cost personally. Enterprise has been making regular withdrawals from my bank account to cover the rental expense of the vehicle in the second month.
I received two phone calls from Enterprise in two days. Both times I was in meetings and unable to answer the calls. Within 35 minutes of the second phone, I received a very nasty email from Robin at Enterprise telling me that he had reported the vehicle as stolen. I explained to him everything that I’ve included so far in this complaint, and that I still needed to rent the vehicle for a while longer. He continually cut me off in conversation, told me that it “wasn’t his problem” that I still needed the vehicle, and that he was “repossessing” the vehicle from me. I asked to speak to his manager, and he refused to let me do so. He informed me that I couldn’t talk to anyone else until the vehicle was returned.
I have informed Enterprise on several occasions that I need to continue renting this vehicle. I have been paying to rent this vehicle. I do not appreciate being made to feel like a common criminal who has “stolen” a vehicle from Enterprise without any payment. I do not appreciate the lack of respect shown to me by Robin. I do not appreciate the nasty, threatening, and condescending email that I received from Robin. I am shocked that someone with such little professionalism is in a leadership position with your company. I will never rent from Enterprise again, and I will share this experience with anyone who will listen – to warn them against renting with Enterprise.
Thank you for bringing this to our attention Jodi. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150811-002398. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Their corporate slogan is “we treat customers the way they should be treated”.
a. Yeah like keeping them on hold for 17 minutes and taking money from your Credit Card with no authorization and no billing.
You want Information? Forget it! The first worker who answers the phone has no idea who does the billing and the first Manager on the phone is not interested in curing your problem and passes the buck and makes you wait again. Then you will wait and wait and wait and wait.
I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150811-002465. -Tatiana
Their Motto”The company that picks you up” is a joke. They will
Pick you up if it is at an allowed location. They cannot go to an airport and I had to spend cab fare to get to/from the Windsor Connecticut office and airport. The policy is not true and customer service and the Windsor office did not have any consolation just” we are the company that PICKS YOU UP!!!
Due to security and licensing regulations our local offices are not able to pick you up from the airport nor are they able to drop renters at the airport. This is the policy at all Enterprise locations. If you would like to discuss this with us further please email care@enterprise.com with reference # 150811-002487. -Tatiana
I was recently given a rental because my car was in the shop when I got there it was only two cars available a 200 and a dart. Im a six four female so I got the 200. The car was down right dirty when I got it the associate told me they could wash it but it would be 20 min. Which I didnt have to waste because I had to be to work in 20 min in north carolina mind you im in virginia. The car was on a half tank and I put in 15 it made it full I drove the car home which the gas hand hardly moved parked it and so forth two days later I returned the car and stopped and put more gas filled the car up took it to voltswagon in Greenbrier where I got another car. Woke up the next day there was a $40 gas charge on my card . The manager stated when he picked up the car there was no gas in it which I knew was a lie then he was nasty and rude because I caught him in several lies like he picked up the car that mourning when I didnt return the card til that evening im so over enterprise why was I charged for a full tank of gas when there was only a half tank when I got it and when I returned it it was more gas in it than it was when I got it
Hello Kina, please see our email for further assistance. -Tatiana
I rented a car thru Priceline and it was thru Enterprise from July 16th thru July 23rd. However, when I got to the Melbourne, Florida airport the man who helped me was absolutely ridiculous, and he would not honor my Priceline price. I respect people and always try to be courteous and reasonable but your guy just shut me down without further ado. My sister was with me, who rents cars often, and she was appalled. You may really want to do some further training in the Melbourne Airport location.
He said, we do not rent cars at that kind of price! Really? I had and do have all the doXXXXentation showing what I should have paid at Enterprise but this guy was disrespectful to say the least. I went there to take care of my 88 year old mother while my sister was out of town. I simply wanted the car that I had proof of getting. Well, to make a long story short…I was not going to pay Enterprise 300.00 above what I was supposed to, so I went over to Budget, who I might add, were very repsectful and courteous and actually spoke to me in a manner that led me to believe they appreciated my business. However, I had to pay a whole lot more than what I was supposed to pay at Enterprise and I am not a happy camper, I have all my doXXXXentation and would love for someone to contact me because I want this resovled quickly and effeciently
Also, I would like the email address for CEO Pamela Nicholson and CFO William Snyder. This was the worst customer service I have ever encountered. Please train your employees at the Melbourne Airport to show a little common respect for your customers! And please tell me why you do not honor Priceline. Would love to send you my proof of paperwork. Look forward to hearing from you, Linda E
Welcome to Enterprise world. They don’t have an email addy that I can find.
Terrible service.
most large corporations work like this in the hope that you give up. Most do!
John, we see your previous post and are following up with the regional office right now. If you have any questions or comments feel free to contact us at care@enterprise.com with reference #150803-003130. -Tatiana
Linda, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150811-002579, rental/reservation number and any other details. -Tatiana
I have used Enterprise before and had no issues until today. I am from out of town to attend a family reunion and like most people who are from another state, wanted to rent a car. I called enterprise explained that I have an out of town license and they told me that was no issue. I thought I was off to a great start, the representative asked all her normal questions and I answered. Once she asked for a credit card number I explained that I do not have a credit card. The rep told me that was no issue I could bring in a utility bill and use my debit card. Well since I’m from out of town I can not provide a bill. The rep explained that is not an issue I can go get a money order and that will be fine. Two days later I go to get my rental car and I am told by the agent that I can not use a money order with out some form of bill. Are you kidding me! To make a long story shorter, I did not get a rental car and am missing my family reunion. Thanks Enterprise
Brittany, if you would like to discuss this further with us please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150811-002679.-Tatiana
I’ve rented from enterprise before and never had any problems until now.
I had gotten into an accident and was renting a car from Enterprise through my insurance company. The insurance company was covering the cost of my rental.
As the Enterprise associate was going over the rental contract with me he never mentioned the words ‘protection plan’ or ‘additional coverage’. His explanation was that if I paid for the rental and had an accident that there would be no out of pocket expenses for me. If the insurance company paid for the car and I had an accident I’d be responsible for another $500 deductible. I decided to pay for it myself. Then I found out my insurance had been paying Enterprise so I thought nothing of it.
16 days later I have 2 charges hit my bank account. Those charges and the $50 deposit (that I was told would be returned to me when I returned the car) totaled approx. $400. I wasn’t expecting that, it caused overdraft charges.
I called Enterprise and they said the charges were for the supplemental protection plan. I was shocked, I NEVER use rental car companies’ insurance, it wouldn’t make sense since I’m fully covered by my insurance. When I explained to the manager that the explanation I was given was that if I paid for the rental I wouldn’t be charged a deductible if there was an accident, he agreed to take off 1/2 the charges after I return the car.
This is not ok, I feel like I was mislead or at the very least was not given a clear explanation of the terms of the rental.
It’s enough that I have to deal with the insurance company, adjusters, auto shops, tow trucks & body shops but on top of it all my bank account was wiped out with no warning, notice or communication from Enterprise. This was a total shock to me.
Thank you for bringing this to our attention Christine. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001281.-Tatiana
I rented a car at your St. Louis Airport location on July 12th. When I returned the car, your representative (E749QU) noticed that on the front driver’s side the bumper had pulled away about an inch and there were some black scuff marks. He said it looked like the clip holding the bumper in place had popped. He wrote it up, and I signed it.
He then circles the car again. And then, again. He explains that he is looking for additional damage. Finally, on the third circle he spots a ripple in the paint. Not a dent. Not a scratch. But a ripple only observable when we scrunched down and had the sunlight hit it at just the right angle.
I told him it must have been there when I rented it. Nonetheless, he then ADDS it to my already signed form.
I was not at all satisfied and went to speak to a man who identified himself as the manager, explaining the whole story as I did in this letter. He tried to reassure me saying that sometimes the representatives get a bit overly critical but that it didn’t sound to him like it was a big deal.
A few days later I receive the forms to fill out from your Damage Recovery Unit. I contact my Allstate Insurance representative but it is now clear that it is indeed a big deal.
Today, Tuesday, July 28th I receive the damage report with photos and a bill, which I have turned over to Allstate with my concerns about the costs and damage.
Suddenly the “popped clip” has become a bumper that is quite pulled away from the chassis and required welding and hours of repair. The paint ripple has been transformed into a huge scratch also needing hours of repair.
And I’ve been charged an “administrative fee” as well as other charges.
. I should have taken photos to doXXXXent the minor nature of the damage. I was trusting your location to be honest and I see that was an expensive mistake
I am contesting the amount of damage and my responsibility for it as well as the cost. Only a small damage to the bumper happened when I was renting the car.
It is unfortunate that your St. Louis location has undone years of good service, but it is a very expensive lesson that I’ve learned. Enterprise Car Rental is not my partner in travel, it is my adversary.
Thank you for bringing this to our attention Neala. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150801-001283. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Thank you for your reply. I’ve just sent off the email.
Just heard back from Enterprise who have passed the buck to the same people — Damage Recovery Unit– that is the cause of the problem. Really? sending the hen to the fox for redress?
Neala, the Damage recovery unit has the final say. -Tatiana
I rented vehicle a month ago, and received a charge of $63.XX on my credit card. I called three days later and spoke with Troy. Troy advised me that this was for rental insurance and that I had insurance for 4 days and i called to have it take off. I never accepted extra insurance and I told him that there is no way I would called to take insurance off, especially when the other person’s insurance was never going to cover it from the beginning. Troy asked me if I had my pink copy and I said I believe I left it in the car, however, I would look for it. He said to give him a couple of days to get the copy from the corporate office.
It is now been a month, and I have not heard from him. I called corporate and explained to them that I wanted to hear my call that I apparently called and had the insurance taken off of the car. Second, I wanted my money back. I called three times and no one has returned my call. I even called Troy on 7/27/2015, apparently, he had just stepped out and they would have him call me back. It is now been over 24 hrs and no call as of yet. So, I talked to my lawyer, and he advised me to send the complaint first, then if I do not hear from anyone, then he will take my case. This is purely fraud, since no one wants to pull the call that I called and stated to take the insurance off. Yes, it is not alot of money, but it’s the principal of the matter. How many other customers is Enterprise screwing and placing charges on their card? That’s my issue.
If I don’t hear from anyone, then I will have my lawyer handle the case, and then it will cost Enterprise more money to deal with this issue.
Sadly unhappy customer.
AS
I received a call from the regional manager Duke and he has taken care of my issue and a credit will be returned to my credit card. Again, it shouldn’t have never taken me to complain on this forum to get this issue resolved. I think everyone would agree with me on this one. I want to thank Duke for a quick call and for getting this issue resolved in one call.
thanks again!! AS
I rented a car June 18-26 for Vacation from the Gainesville Georgia enterprise. They pressured us into getting extra insurance basically saying my insurance wasn’t good enough and if the car got totaled we would have to pay for a car we would never own. She did not tell us about the extra charges that was going to be charged when we got back or even the total for the car. Then we got back from Vacation I asked why i wasnt getting the full $150 deposit back the guy that waited on me told me it was because of extra charges so I was under the impression I was getting $95.79 back. Then a week later I get a call saying I still owe 95.79 to enterprise asking how I was going to take care of it. My husband talked to an agent telling her it would be more than a couple of weeks til we could paid it because he didn’t get paid while on vacation and we would have to catch up on the bills. We also told her that my checking account was just for bills. They ended up charging my card without even calling before to make sure I had the money in the account for it which took my money for my car insurance. I called the local branch management on July 22, 2015 she told me the notes on the account said they tried calling me before many times which I never got any calls or voicemails from them. Then she proceed to tell them she would return the money and send it to collections which I told her was fine because I need that money for my insurance so my husband could drive to work. Instead of being professional she started to get rude and then hung up on my after I told her I was letting everyone I know about the awful service and not to rent from them. I called today July 28, 2015 to ask about my refund since it wasnt in my checkig account and no one knew about it also there was not a note my account either. Still waiting on some satisfaction for the awful experience.
Samantha, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150801-001292. -Tatiana
I am a LONG time customer of Enterprise-Merrillville IN. There is a fairly new manager there by the name of Carrie. She is the nastiest, unconcerned worker there. Everyone else greets you with a smile but she has the worst attitude. I rented a car from you on 07/23/2015 at the Merrillville location and when i arrived Carrie had already told my my car was reserved and it was a Toyota 4runner. I rented the car to go to Ohio on family vacation. About 3 hours into my drive I had a blow out on the rear tire. Now i immediately called the Merrillville Location and was speaking with a young man and explained my situation and that i will need to swap the car out to get back home. He was in the process of helping me locate a car when Carrie got on the line and advised me that they would not be able to assist me in finding a car but to take it to any location or firestone- No assistance in finding a new car, no apologies about the blow out just horrible customer service. I had to take time a day and a half out of my trip to repair the tire and locate a Enterprise to swap out. When i arrived back to Merrillville In I took the vehicle back and was explaining to another rep that I had a blow out and Carrie came immediately over and stated that there is nothing they can do about it because the tire sensor light was not on when i rented the vehicle, I advised to her that it is her job to give me a RELIABLE vehicle-even the road side assistance gentlemen and the gentleman at the Kentucky location state the tires looked bad for the vehicle to be a 2015. I told her that I should be compensated for the inconvience and also for missing the reason I went to Ohio-a concert. She immediately said “its not our fault you had a blow out” No APOLOGIES, NO WE’RE SORRY, NOTHING and that is completely unacceptable when running a business. My self and my family could have been seriously injured and she didnt even ask if we were ok. I am reaching because I have given Enterprise ALOT of my money and I refuse to be treated this way by ANYONE! I expect someone to contact me IMMEDIATELY about this situation.
When I recently called the Enterprise office in Auburn NY to question a charge dated 07/20/2015 for Enterprise Car Tolls I had the MISFORTUNE of having to deal with Carmen. He was one of the rudest customer service employee I have ever dealt with. When trying to explain what had happened He stated ” I heard you the first three times” Well if he really heard me the first three times why did I have to repeat myself ? Since I deal with people every day in my job if I was ever as demeaning and rude as Carmen was, I doubt I would still be employed.
Thank you for bringing this to our attention Jim. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001325. -Tatiana
4250 IH-69 Access Rd # 16, Corpus Christi, TX 78410 Calallen office. MELISSA AND LEO deserve to be reprimanded for their actions, attitude and shameful excuse for customer service. I am taking this to the better business, to file a formal complaint. I seriously wish that there was more that I could do it receive justice to the discrimination that was shown to me today. My debt card had already been slid and doXXXXents accepted by Melissa the cashier who was more than happy to be friendly and helpful to those around me but was not able to assist me in my reservation. After the additional 15% was not available on my debt card, and I had agreed to go put more money on my card. The “manager” (joke) Leo tells my sister not me after i have left the office that he will not accept the paperwork provided. And that they do not want to rent us a car because they are closing in 17 minutes. Hows that for customer service?
Danielle, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150801-001330, rental/reservation number and any other details. -Tatiana
THIS COMPLAINT CONCERNS ENTERPRISE CAR RENTAL WHERE I WAS CHARGED FOR CHARGES THAT THE ENTERPRISE REPRESENTATIVE SAID HE WOULD WAIVE, I WAS DOUBLE CHARGED FOR DAYS THAT I HAD ALREADY PAID FOR, MY DEPOSIT WAS STOLEN FROM BY ENTERPRISE PRESENTATIVES AND THEY (ENTERPRISE) PROVIDED ME WITH A FRUADULENT FINAL BILL THAT WAS CONTRARY TO THE RENTAL AGREEMENT THAT I SIGNED IN ORDER FOR THEM (ENTERPRISE) TO STEAL MY MONEY VIA MY CREDIT CARD.
AND WHEN ENTERPRISE REPRESENTATIVES FROM THEIR SO CALLED ESCALATIONS DEPARTMENT CALLED THEY OFFERED NO RESOLUTION OTHER THAN TO TELL ME WE WILL FORWARD YOUR COMPLAINT TO SOMEONE WHO WILL GET BACK TO BE AND IT’S BEEN A WEEK AND I’VE YET TO EXPERIENCE ANY FORM OF RESOLUTION NOR ANY REFUND OF THE MONEY THEY (ENTERPRISE) BLATENTLY STOLE FROM ME.
I FEEL THAT REAL REASON THEY HAVE SUCH LOW RENTAL RATES IS SO THAT THEY (ENTERPRISE) CAN CONSISTANTLY STEAL MONEY FROM THE CONSUMER VIA THEIR CREDIT CARDS.
Gerald, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150801-001335 so we can address your situation. -Tatiana
So what can I say ….I have been renting for the past 6months and I wake up go outside and see a towing sticker on the vehicle I’m in.The tag of the vehicle I have been driving for 2weeks now is expired….. I live in Georgia. It’s now July..but my tag has June on it.So in the event that, that I would have been pulled over what recourse would I have had.Now I have to get up and pray the vehicle isn’t gone in a few hours , be late for work and get a new one.For someone who has rented 6 months straight with Enterprise I’m appalled to say the least.So much for being a platinum tiered customer. And just for the record the enterprise descalations team should refrain from saying HAVE A BETTER DAY…….
Erica, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference # 150801-001350 so we can address your situation. -Tatiana
I want to bring to your attention the TERRIBLE service at the 3602 Forest Lane, Garland, TX location. Not only do employees leave out details about extra charges, they are NOT willing to help and DO NOT give accurate information on who to contact. The manager Jacob is condescending and DOES NOT CARE IF YOU LOOSE MY BUSINESS! He actually said okay when I said I would not rent another car from Enterprise. This was an insurance claim and I WILL notify them of the scamming tactics used at this location. I am not the only one this has happened to. When I picked up my car there was another customer at the location making a huge scene about extra charges charged to her credit card.
Racquel, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150801-001370 so we can address your situation. -Tatiana
I rented a Kia Sedona on July 5 for one week. We returned it a day early on July 11. The guy checking us in said the car was not in the system. He then asked for the paperwork. we showed it to him. He didn’t know why it was not in the system. He said he would email me a receipt. We drove away and later realized he did not give me my paperwork back. I received the receipt and glanced at it making sure they charged me the correct amount.
On July 20, I received a letter from Enterprise damage recovery wanting my insurance information because the Chevy Equi I was driving was damaged and towed and I didn’t return the key!!!! I did not rent a Chevy SUV I reserved and rented a Kia Sedona van!!! I have called the Port Columbus Office 4 days in a row and was told a manager would call me. I still have not received a call. I called a corporate number and they told me I had to speak to a branch manager. I even have pictures of the van.
Two nights ago (7-21-15) I returned a rental car to the Portland, OR airport Enterprise location at 8pm. Within 1.5 hours I had called them realizing my 11 year old daughter left her tablet under the passenger’s seat. We had all seen her place it there just 10 minutes before dropping off the car, but in our rush didn’t make sure she got it.
I was later told, after many calls to the office, that all video tapes were reviewed and that “the car could be seen the entire time” and that no employee stole the tablet. Of course this isn’t true as the car had to be driven to the car wash, as we were told it was washed, and the tablet was 100% there and is now gone.
Please tell me what Enterprise will do to rectify the fact that it has thieves working for it that stole my daughter’s tablet. You have thieves working for you and this episode is so directly evident of that. Deplorable.
Thank You,
Michael
Michael, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150801-001372, rental/reservation number and any other details. -Tatiana
It is just some much from the time I rented the car in JUNE but insurance company took over. Than I supposed to took over July 18. Well was told by Brit in New Bern, NC she was going to take care of it and did not. So my points didn’t get added on..didn’t get my deposit back. But wait didn’t tell u how they didn’t have my rental ready at first. I was told by manager that I can get a day or 2 days free Haveloc, NC Said they could not honor it. I call back New Bern was told that they can’t give a van free even tho it is already reserve and manager seen it before he told me of free day. Ohh they don’t have a van ready how convenient. It is just so much more info and rather for some to call me .
Thank you for bringing this to our attention Nakia. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001381. -Tatiana
I made a reservation for a car a month in advance. The day I was supposed to pick it up I got there to find out they gave my car to someone else. I am NOT happy at all with Enterprise. I called customer service and there were no cars available in my area at all that were what I wanted. They kept trying to give me a compact tiny car an was going to charge me the same price. They told me the car was in the same category. But when I spoke to a supervisor through customer service she said by no means were they in the same category. I will never go through this company again!
Thank you for bringing this to our attention Jess. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150722-002814. -Tatiana
First I am a traveling nurse and I used enterprise my entire 13 weeks in Addison, Texas and my experience was wonderful until the 12 week. I called to pay for another week and the amount appeared much more than my normal weekly rental fees so I politely questioned the representative who could not give me a clear explanation so I asked to speak with the manager just for clarification and the representative seemed irritated with my request in which he responded ” he is just going to tell you the same thing I just told you” hmmm I was not upset with his attempt on explaining the difference I just did not understand the explanation. So the manager gets on the phone stated it varies from week to week because of me keeping the car for so long ( which still does not make sense to me a pay it faithfully every Friday) so I took the high road apologize if I insulted the first rep for asking for the manager and paid the still more expensive weekly fee..I had such a great experience with them before this, it’s sad how one bad experience can damper your entire experience.
Debra, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Please reference #150722-002830. -Tatiana
I rent a car from enterprise airport location they traded me so bad when I was to return the car and the front bumper was damage(minor damage) the guy who was helping me was so rude and tried to acuse me for others damage so I told (him there is nothing wrong with the car except the front bumper )and please send another associate to help me because I don’t want to argue with you .I felt discriminated ,he went inside I was waiting no one show up so I went inside I found him with another employee (female) talking and writing something on the computer so the lady asked me if I’m okay I answered( I’m fine thanks it’s was a little accident) she printout some papers and hand it to me I took the papers and I left,but I returned back because she wrote a comment witch is (cust states this damage is nothing, and there was no damage to other car ,says hotwire should pay everything, explaining that hotwire is the third part .cust was unwilling to give full information regarding the accident, took information she was willing to provide.) I couldn’t believe what she wrote it’s all lie .I found one of the employee at the front desk I asked him to call the manager for me ..gess what happened? The manager is the same lady who wrote the comment and all the lies I asked he to call her manager for me she said( there is no manager but me ) I told her(so if you’re in this position you feel you have an opportunity to lie on people ) she said(are able to talk to me about what happened?because I can change all that and start from the beginning)I answered ( of course yes you never asked me about it and you charge me for the damage$500 why ? Prand new front bumper for $135 to replace it maximum$100 ) she told me wait I will be right back) I was waiting no show ,my kids with my friend in the car waiting for me and he had to go to this work so I left but it was the worst day of my life they traded me in a very offal way lie on me they think I can’t reed English so they can do whatever they want to do discriminate me lie about what I said .. I hope no one get heart like me so be careful everyone because what I went through it it’s offal really offal…
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150722-002894. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
On Today July 20, 2015 I had to call Chesterfield County Police Department for your location at 8650 Midlothian Tpk., North Chesterfield, VA location due to the fact that your sales associate Derek Williams was very rude, hostile and threatening and so was jis manager who refused to give me his name. I have a disability in which I have use of a walker, cane, and scooter to support Mobility and my quality of life. I also had my daughter of juvenile age impacted by the harsh and threatening verbally abusive treatment we received from your store. I was picked up from my residence by Mr. Derek Williams who offered and insisted on taking me to the banking institution to retrieve 3 current banking statements, in such I agreed. He told me to my face he “had no intention nor was he even willing to allow me to test drive any car much less tag a car until I agreed to purchase what was insisted. He along with his manager forced me and my daughter out of the 8650 Midlothian Tpke Store enforcing and in agreement to abandon us leaving us without a ride IF they felt like it. The Manager blatantly said he didn’t care how I got back home, it’s no responsibility of his nor his sales associate unless he, being Derek, felt like he wanted to. Derek Williams also added that he felt I wasted his time and he didn’t feel like putting anything toward customer satisfaction for me and he didn’t care what happened to me or my little girl. He also added he felt sorry for her that she had no choice but to suffer as her Mother. The Manager also added that they had ALL of my information being as such a copy of my credit repirts, banking statements, drivers license and insurance information. He is also aware that I have Identity Fraud, Name, Theft, Fraud Alerts AND would be keeping all of my information then told me to have a nice day, get out of his store, and off tge property. The Manager at this location added racist intimidating and assaultive verbal indicators towards me in an offensive matter. I was really threatened and afraid, insulted and repulsed by this entire customer/ client approach angled towards me. Therefore, I tipped over a small sized Styrofoam cup which held approx 2 oz. of water over the edge of the desk and spilled the water onto the floor by the trashcan. It spilled over, no one got wet and it was done in offense of the treatment abd statements calling me street trash, garbage. It made them back away from me as we were sitting down at a desk behind a glass enclosure, a locked door in front of me guarded bycDerek Williams as the Manager verbally abused me. I felt it necessary to protect me and my daughter so that we could safely leave the premises without any bodily harm or injury. I stated to them that “I am the client/ customer”
I should have been taken home properly and most of all treated with respect, respect for my decisions, allowed to choose a vehicle based upon my needs as opposed to being forcefully pushed into a vehicle unsubstantial to my needs. It was untimidating, rude, repulsive, predjudiced in every way as a single woman, person with disabilities, as well as assisted with a minor child present to witness and adhere to the treatment of sitting in very hot dirty cars, long hours, no one offeredus a beverage, refreshment, or use of the restroom facilities. They also implied I was stranded and had better call for a ride home or just walk, whichever was the best method..have a good day. I told him I know how to call for a taxi but I shouldn’t have to. The Manager says well we are already past our closing hours we aren’t accountable for anything past that time and now you are trespassing and I can call the police for you. I replied, “in fact that’s certainly what im doing right now and I did. Officer A. X. Copeland was the first on the scene. He told me not to worry he didn’t mind taking me and my daughter home as he did. I was given a case number in which the report would be made for this incident. The Officer Copeland also instructed me to file a formal complaint with Enterprise Corporate Headquarters Office. This is disgusting. Rentals are sloppy, food and soda bottles rolling beneath the seats, brown store paperbags full of trash, old food wrappers, etc. The cars filled a little over a, quarter tank of gas and one time on Empty. No detailing- vacuuming, car wash, trash removal, none of these things were done. Enterprise Rentalscis very expensive and quality customer service and courtesy is downhill. The Branch Manager, Ryan Holston, 9400 Midlothian Tpk, Richmond, VA 23236. (804) 560-9494, was also informed as to how filthy, hot, no a/c inside the branch, the associates announcing personal credit card numbers aloud. Someone else could have easily taken down your information. WHAT IS GOING ON WITH YOUR SERVICE? Consider this notification. As such I will be seeking litigation against your location, Enterprise and its associates, managers, and all parties.
Sincerely,
Teresa Robinson
Teresa, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150722-002939, rental/reservation number and any other details. -Tatiana
On 17 July around 1735 I called the Goldsboro, NC rental office to let them know I had just landed at Seymour-Johnson Air Force Base and was needing a pickup to get the rental I had reserved. Valarie answered the phone and once I told her who I was and that I had a reservation, she told me that she had given my car away, I said I know you didn’t not 5 minutes after my reservation, what kind of grace period is that? I told her that she needed to get me a car because I was there at the AFB and was needing that car. She put me on hold and a gentleman came on who identified himself as Greg came on the line. I said what the hell is this that Valerie gave away my car, he told me to calm down and I said No, why was my car given away and I was never called or contacted in anyway. He said he didn’t have any cars but would try to help me, I said you better have some cars because I had a reservation and I need pick up at the base Now and I was put on hold for 8 minutes. He said he couldn’t come on base but he would meet me at the gate, I asked why you can’t come on base? To which he said he just couldn’t I would need to come to the front gate. I agreed, by now its 1755, 1805 no one had come to the front gate. I called back and it’s closed. I had to call the nationwide number and have the customer agent get me a supervisor, whose name was Brain, who listen to my issue and connected me to the store, I spoke to Greg again who said someone came out there, and I said no one did. He said they called, no one called me I said nor did your driver stop at the gate and identify himself as a driver for enterprise. I told him I would show him my cell phone to prove that no one called me. I told Greg he had poor customer service and he need to get me to the rental company to get my vehicle. First he said he wouldn’t help me because he was closed and I could go to Hertz or Avis and get a car, I told Greg I was not going there and he was going to help me, cause he was responsible for me not getting there on time before they close, he said no one was there, I told him he has other people their besides him to come get me use them. Mister Greg then said “he would only help me if I was calm and cool when I came into the office or he would not rent a car to me”. I told him he has yet to provide customer service so don’t tell me how to behave, just come get me to rent the car and again he said no one was there to do that. He finally put me on hold and said he was calling a driver to come get me. By this time I had gotten a ride by some ladies who were leaving work at the base and offered to give me a ride. I told Greg I had a ride there, but I asked who his district manager was and he said Jerry Manning and asked was I going to file a complaint to which I said yes. He asked why and I told him he had piss poor customer service skills and him refusing to satisfy the customer. He said I cussed him, I asked Greg what I said, to which he couldn’t tell me… This the WORST CUSTOMER SERVICE I HAVE EVER RECEIVED FROM An ENTERPRISE RENTAL CAR LOCATION EVER!! I rent from you guys all the time, in fact I rented another car from the enterprise in Augusta, Ga at their airport (AGS) for a week on the 18th of July. Being military most of the military bases have enterprise on them or right outside the gate, so I rent from them frequently. However I will let my military brethren know on the Seymour-Johnson Air Force base Facebook page about my experience and NOT TO RENT FROM YOUR ENTERPRISE LOCATION THERE IN GOLDSBORO, NC!!
Wow!! I have had the same experience and the sales store division is even WORSE!! PREDJUDICED REDNECKS, POOR CUSTOMER SERVICE AND GET INYOYR WALLET AS TO HOW OFTEN YOU RENT CARS FROM THEM. THE SALES ASSOCIATE DEREK WILLIAMS
IN RICHMOND, VA MIDLOTHIAN TPK. STORE SAID ALL THE MONEY I HAVE WASTED IN RENTING CARS FROM THEM ALL I DID WAS SINK MY MONEY INTO THE GROUND. THEN HE ADDS YOU COULD HAVE PUT THAT AMOUNT AND USED IT FOR A DOWNPAYMENT TO GET YOUR OWN CAR….REMIND HERE, WHO’S BUSINESS IS IT OF HIS HOW OFTEN I RENT OR IMPLY HOW I SHOULD SPEND MY MONEY. I’M EX-MILITARY NAVAL CORPSMAN HONORABLY DISCHARGED. IM DISABLED WITH 100% DISABILITY, SEVERE NERVE DAMAGE WHICH CAUSES ALOT OF PAIN. WHO NEEDS AN ADDED AGGREVATION FROM SOME SLOPPY SALES AND RENTAL ASSOCIATES. MIND YOUR BUSINESS WHICH SHOULD INCUR GOOD QUALITY CUSTOMER SERVICE WITH HOPE TO
BE REFERRED TO OTHER POSSIBLE CLIENTEL AND OF COURSE, YOU AS A FREQUENTED SATISFIED CUSTOMER/ CONSUMER. I AM FILING A FORMAL COMPLAINT AS WELL AS LITIGATION FOR THEIR ASSAULTIVE AND VERY INTENSE BODY LANGUAGE, VERBAL ASSAULT AND ABANDONMENT WITH MY LITTLE GIRL WHO’S ON LY 10 YO. SHE WAS FEARFUL OF THESE MEN AND AFRAID AS TO WHAT THEY MIGHT DO TO US. I KNOCKED OVER A SM CUP OF WATER WHICH HELD IF 2 OZ. OF H20 ON THE DESK. IT BACKEF THEM UP SO THAT WE COULD MANAGE TO GET IYT OF THERE. IT WAS TERRIBLE. DEREK WILLIAMS PROCEDED TO RUN OUTSIDE THE SIDE DOOR AFTER ME AND YELL NASTY THINGS TO MY FACE! AFTERWARD HE POINTS TO MY LITTLE GIRL SAYING UGLY THINGS TOWARDS US, MY DISABILITY AND HANDICAP AND THAT HE FELT SORRY FOR HER. AT THAT TIME SHE BEGAN TO CRY AND SAY MOMMY COME ON LET’S JUST GET OF HERE!! And SHE PULLED ME TO HELP ME CROSS OVER THE LARGE CURB IN FRONT OF US AS WE PROCEEDED TO WALK AWAY. -YOU TALJING ABOUT A JACKED UP DAY. HAD IT NOT BEEN DAYLIGHT SAVING TIME @ 1935 WE WOULD HAVE BEEN STRANDED IN THE DARK! I SAID IT TO THE POLICE OFFICER WHO SAID HE WOULD TAKE US HOME. THANK GOD WE ONLY LIVE D APPROX 5 MILES FROM THERE. WE CAME HOME IN THE BACK OF A LOCAL POLICE CRUISER. WHAT AN EXPERIENCE FOR A KID NOT TO MENTION MYSELF BENT OVER WITH A CANE. THAT’S JACKED UP & THEY SHOULD BE HIT WIRH AN IMMENSE LAWSUIT AGAINST THEM. IF THIS IS THE BEST THAT THEY ARE WILLING TO DO THEN ENTERPRISE SHOULD CEASE TO EXIST.
THANK YOU.
Correction on the name. Correct name of Associate as follows:
Derek Burrell
Level II Account Executive
Car Sales Division
8605/8650 Midlothian Tpk
Rivhmond, VA 23235
(804) 330-0900 Direct
(804) 337-6672 Cell
(804) 477-1323 Fax
This is whom formal complaint with as for harsh treament on Monday, July, 20, 2015.
Thank you for bringing this to our attention Jack. Please send us a detailed email to Care@Enterprise.com with complete details including: your phone number, reservation/rental agreement number and reference #150720-000443. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I want to extend kudos to the Enterprise rental facility located at 2775 S. Central Expressway in McKinney TX. Due to a last minute change in travel plans we found ourselves with a vehicle that would be less than comfortable for 5 adults traveling from Dallas to San Antonio/Austin area over the 4th holiday. My brother -in-law attempted to rent the 5 passenger SUV through other rental companies with no luck- I said let me call Enterprise, they always come through for me!
I called the toll free number as it was now after store hours on July 1st to reserve a 5 passenger SUV for the following morning, my reservation for the vehicle we needed for July 2-6th was taken with no problem…until the following morning.
My local Enterprise location called at 7:30 AM stating they did NOT have the vehicle I was looking for; I reiterated “So your system takes reservations but cannot verify that you actually have what I need? I have a problem with that”. The agent politely offered to call other locations in the area but explained it was highly doubtful anything would be available due to the holiday. I called the reservation system back gave the agent my story and requested a call from the area manager. Within 90 minutes I received a call from Matt Leddy at the McKinney location stating they had located the vehicle I requested and it was being readied for me to pick up!
I was SO grateful that Enterprise was able to turn my frown into a smile and rectify the situation I was in! Matt, Victoria (Wolford), Lindsay and all the team at Enterprise location # 09K9 THANK YOU for once again coming through for me. Your accountable, caring employees are why I ALWAYS choose Enterprise first!
Im glad things turned out good for you however, they that branch did NOTHING FOR YOU. YOUR PERSISTENCE AND PERSERVERENCE is what ENDURED YOUR OUTCOME. GREAT IS YOUR GRACE FOR THANKING SOMEONE FOR ABUSING YOU & DRAGGING IT TO FAR EXTREMES TO GET THE BEST RESULTS. EVERYONE DESERVES MORE TGAN A DOGGY BISCUIT OR CAT BITES IN TURN FOR A TRICK. HOW DESERVING.
#LOUSY SERVICE #CUSTOMER LOYALTY #EXPENSIVE OMG…
Thank you for the wonderful feedback for our McKinney location. I will pass on the compliment to their Regional Office. – Tatiana
Have reservations at 9am no cars available at all. Im here Waiting for a car to arrive. Im lost as to why this is happening and how they can be so inconsiderate. Im headed out of town and still waiting on a car. 6035 Peachtree parkway in norcross sucks.
Thank you for bringing this to our attention Anjanetta. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150721-003416. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
We are very angry at the Smithtown office. We booked a van to be rented 3 weeks prior to when we needed it . We were told that it would be no problem,they would have one, well when we got there when they opened they told us a debit card or cash was no good .When we weren’t informed when we called,so when I finally got a card they didn’t have a van for us anymore . We were told it would be held for us when we got back ,well no it wasn’t,so they gave us a ford explorer,such is no way big enough. I have a handicapped daughter with a wheel chair. Needless to say the 6 of us and luggage were very very uncomfortable. You really need to train your employees better. They should give the people what they want. And make sure they know they need a major credit card. Thank You.
Lucille, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location (we have two Smithtown locations), rental/reservation number and any other details. Please reference #150721-003424. -Tatiana
On my way home from my daughter’s in Indiana, I hit a deer on the interstate in Ohio. My car was severely damaged and had to be towed to an auto body shop. My insurance company made arrangements with Enterprise for a rental car to go home while my car was repaired. The problem was that I had the whole back of my Honda Pilot filled with things that my daughter was moving home from Indiana. I could not fit it all in a small vehicle, so I asked for something larger until I got home. I wanted an SUV or a mini-van, but all they had available was a pickup truck. They showed up to pick me up in a huge double cab pickup with no running boards. I am handicapped with 2 bad knees and a torn tendon. I could not get up in the truck without assistance. When I got back to the Enterprise office, I explained to them that was going to be a problem as I had an 8 hour drive home. They explained that was all they had available, so I agreed to take the truck. They assured me that as soon as I got home I could trade the truck in on a smaller vehicle as price was also a concern. My insurance only covers $20 per day, and the truck is almost double that and I would have to pay the difference. I ended up driving the truck home, and the next morning began calling every Enterprise location within 50 miles of me. Each time I explained my situation, each place told me they had no cars available and to call back in several days. I called every day for a week and got the same story. At this point 2 of the 3 offices got nasty with me and told me to stop calling, that they had my information and would let me know when a car was available. So I wited several days, and of course no one called. I began calling again, and again they were rude and nasty to me. By this time I was starting to figure out they had no intention of allowing me to trade the truck for a car. I’m not sure if the issue is an out of state vehicle or the size of the vehicle and that it is less likely to be rented out, but here it is almost a month later, my insurance coverage is running out, my car is not yet completed, and I owe almost $600 out of pocket costs which I cannot afford for a vehicle that I have trouble using. I have reinjured my torn tendon from having to pull myself up in the truck, and I am thoroughly disgusted with both your company and the whole situation. This should not have been such a problem.
This is awful. My health is in tge very same shape and im still young with a 10yo at 48. Im sorry this has happened to you and hope that you recover all IJN.
Take Care.~
Linda, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150721-003436. -Tatiana
As a Enterprise Rental customer I sure I would get good service when another Enterprise renter damaged my personal vehicle. I couldn’t have been more wrong! Numerous conversations with numerous customer service personnel (Dave #E456KY; Bill, David #E772PF), the claims and/or loss dept., the branch manager Joseph, resulted in no one knowing what is going on. No one being able to see notes I was told would be on file, and an indifferent lady in claims/loss who stated she couldn’t help with without a claims number. This is not what I’ve come to expect from Enterprise, but perhaps things have changed. Perhaps, it’s time for their customers to make a change as well. I will update in time.
YOU’RE CERTAINLY RIGHT ABOUT THIS! AGREED. UPGRADE IN EFFECT.
Hello Johnny, I have found your previous file reference #150709-002884 and I am following up with the Regional Office and Damage Claim Unit right now. For any additional questions please contact us at care@enterprise.com. -Tatiana
I am writing to inform you of a situation in your Coral Springs Florida (Wiles Rd) location. My children go to daycare at a place in the same plaza. There have been many times where enterprise cars and employees are blocking the lanes in the parking lot and back behind the enterprise location where the cars get washed and detailed, but we have dealt with that and never said anything. This morning around 7:45am as I was getting my children out of the car at the daycare a white BMW sedan came ripping through the parking lot. It was fast enough for me to snap my head up and say “what the h***?!” It was not until I drove around to the area where cars get washed (which is just in normal parking spots around the rear of the enterprise office) that I realized it was an enterprise car. I pulled into the parking spot next to the car and got out. There was a guy walking up to the car and I said to him “you know that I a daycare parking lot you came roaring through not too long ago, right? Lots of kids everywhere!” He played dumb like he had no clue what I was talking about and that he just details the car. I decided to stop into the enterprise branch and the two guys working were with customers so I just said “is that your white BMW getting detailed? Who drove that back there?” They informed me the detailing guys did who do not work for enterprise. I told them they need to talk to them because kids get away from parents all the time. I was once again told they don’t work for enterprise. There is no way the person driving that car would have been able to react to any situation, and he was in a PARKING LOT! I gave the gentlemen some time to finish with the customers and called for the information of the detailing company. I was told it is juniors detailing, for which I can find no contact information using google or white pages. They are cleaning your cars and contracted by your company, that makes them your responsibility. If one of your cars injures a child speeding through there like that you better believe enterprise will be on the line for that. I want to know that this will never happen again.
Thank you for bringing this to our attention Trisha. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150722-003068. -Tatiana
I am confused and I just need some answers. I have applied to numerous management training programs and I have been turned down by each of them. I have the experience in leading teams and managing well over 10 years. I have two master degrees in Management and HR. I am also a veteran of 8 years. I keep asking what is it that I am missing and I never get an answer. I am also a frequent Enterprise customer but I am growing very weary of not getting answers or at least an interview. I am confused and upset because it appears that I am getting ignored. I know a few people who have gotten into the program with half the experience and education. Please shed some light if possible.
Thank you,
Reggie Smith, MSM
Yesterday (July 8,2015) my insurance company reserved me a rental,so that I could put my car in the shop. After receiving all of the information I needed from my insurance company, I called Enterprise and received no answer. Once I got to Enterprise I was told that I would be picked up at 3pm from the body shop, even though it was around 9 something in the morning. I called Enterprise at 2:40pm to confirm that whomever would be still coming to the body shop to get us, I was told to call head to the body shop at 3:30pm and I would be picked up. When 3:30pm came around I was at Enterprise with my fiancé and our two infant children. I spoke to an associate there and was told that they didn’t have a car ready for me, but to go to the body shop and they will come get me at 5pm. After explaining to the associate twice that was impossible, I was told to come back in the morning at 10am;then the associate told me to come at 8:30am instead. To make a long story short here it is almost 4pm and I’m still getting the same poor customer service.
Ebony, we’d be happy to look into your situation. Please email Care@Enterprise.com with your contact information, the renting location, reservation/ rental agreement number and reference #150709-002609 so we can address your concern. -Tatiana
Today 7/7/15. The Athens, GA branch at 3100 Atlanta Hwy. Call my church and stated that the 3, 15 passenger I call over 2 months age and reserved would not be available. Now I have 55 youth at the church have look forward their trip to Panama city beach and have raised the money to go now have now way to get there. I planned ahead and was told I would have the vans and now with 72 hours to try and find vans to get the youth to their retreat. The store manager Chris that I talked to stated he would call me back by closing time today and let me know if there were any vans in the state. He never call.
Please tell me Enterprise how am I to get the youth to their retreat on 7/10/15?
I hope you will reply back ASAP. I Hope you live up to you motto. So far with 72 hours left I have got to pray that God will make a way.
I would appreciated a reply. If not that would be so sad.
Bramblett, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reservation number and any other details. Please reference #150709-002597. -Tatiana
I contacted Enterprise yesterday because one of your commercial trucks caused an accident and left my vehicle inoperable and sent my daughter to the hospital. i was told I would receive a call back and have not. The truck’s license plate number is Maryland 6az3658 and i believe is rented by a company called Turner and Partners moving company. The driver of the truck is at fault. There is also an off duty police officer as a witness of guilt by the driver of the truck. I am now having to pay deductibles that I should not have to pay. I would appreciate being contacted and having a resolution to this issue as i will be contacting an attorney for assistance.
Thank you for bringing this to our attention Kellie. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, all the information you have about the driver and reference #150709-002528. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I reserved a rental car from Enterprise in Horseheads NY. I reserved it online using my Visa (debit) Card and got a confirmation, which I printed out. I received a call to confirm my reservation, stating to please call back to confirm. I returned the call to the local office and was told, “okay, you’re confirmed, we will see you at 4:00 PM.” I arrived at 4:00 PM to pick up the car. A rental agent, a man in a suit, started the process of helping me. That lasted until I handed him the visa that I used online to confirm my reservation. He asked “do you have another card that doesn’t say debit on it?” I had another card, a master card, which also said debit on it. No good. (I was informed that I was told when I called back to confirm about what I needed to bring with me if I didn’t have a major credit, the agent never advised this on my “confirmation call”) I then encountered the biggest fiasco I have ever been involved in. There are a total of 4 rental agents tripping over each other in this location. Not one of them, although 3 out of 4 were involved in my poor customer service, could explain to me what they were talking about. Basically, as an intelligent human being, and a former travel agent, I figured out that they were trying to tell me that I needed a major credit card to rent, which proves that a credit check was done, if I had a major credit card. They sent me scrambling to my home to find some bills to bring to them, after having me fill out a rental application. I brought in a utility bill which was promptly yanked out of my hand from rental agent number 3. She pointed out loud and clear in front of the entire office that it was no good because there was a late charge on it, although the bill’s due date was current. There was one other customer trying to rent a car at the same time I was. Agent #4 had to call the manager to help this customer, who was also displeased but not going through the harassment I was. Agent #4 put the manager on hold so I could also speak to him. His name is Stacy. His suggestion to help me (it is now 4:45 pm) was to drive to NYSEG not far from his office and see if they could help. (mind you, it was a NYSEG bill that was yanked from my hand). I said that I was not willing to do that, it was not making any sense. He advised that if I didn’t want to do that, then he couldn’t help me. The story is longer and I could go on with every unprofessional detail that happened. It was the worst, humiliating experience ever. The manager, Stacy, and his rental agents that are rude and not well-trained need a visit from someone in the corporate office. The one person (whom I noted as agent number 4) was the only person who stayed out of the situation and for that I thank her. I was being harassed by the other 3 all at once, just trying to get a straight answer on what was happening. While still on the phone with the manager the man in the suit, who first attempted to wait on me, told me then that the would not be renting me a car because they did not feel comfortable doing it. I will also be following up with the better business bureau.
Linda, I would like to discuss this further with you. Please email us at Care@Enterprise.com with the exact branch location because there are two locations in Horseheads, reservation number and any other details. Please reference #150709-002454. -Tatiana
This weekend has been the worst experience for me, ever! To start, I booked a car well in advance (weeks) for the holiday weekend. I booked the car at store 1408, in Slidell, Louisiana. When I got there, there were no vehicles available in the size category that I requested. As such, the agent offered me a “free upgrade.” Of course, she made it seem like it was such a good thing, when, in fact, it really meant I would have a much higher gas bill. Nonetheless, I took the “premium” car and went on my way. When I went home to load my vehicle, I noticed there were ants all over the car (Chrysler 300). Not just a few, but an entire colony. I don’t understand how the car cleaners missed them! By the time I returned the car, me and my children had been bitten several times. I returned the car to the store and received my second car, a Nissan Maxima. By this time, my trip to Arkansas had been delayed, but I was very pleasant still, realizing that sometimes things like this happen and are beyond anyone’s control. So, as I went to put gas in the Nissan Maxima (about two miles away from the store), I was checking all of the adapters to ensure that they all worked. I wanted to be sure, as I would need to charge my GPS and phone. Well, the adapters did not work. But that wasn’t the end of the world! What really bothered me was the trace amount of marijuana found in the center console, and all of the spare change and dirt located in the cup holders. This let me know the store did not thoroughly clean the car and check for any items that were left behind. As a federal law enforcement agent, I decided, it probably wasn’t the best idea to ride around in a car that marijuana was found in, not knowing if any additional drugs were still in the vehicle. So, I took this car back to the store and received my third car, a Dodge Journey SUV. Now this was definitely not what I intended to rent, as this would take even more gas. However, after being delayed several hours now, I decided to take this vehicle, as I really didn’t have a choice. So I finally start my vacation at 3 p.m. Mind you, I went in to rent the car at 8:00 a.m. Nonetheless, I was finally off and on the road. Well, about an hour into my trip, the tire sensors came on, saying that two tires were low. I stopped and put air in the tires. Unfortunately, I ended up stopping three or four additional times to put air in the tires. By this time, it was dark and my children and I were in a rural part of Arkansas. I was riding around on low tires with my two young children, trying to find cans of fix-a-flat and air tanks so that I could make it safely to my destination. Well after several cans of fix-a-flat and several stops to put air in the tires, I finally made it to Little Rock. However, it doesn’t end there. I woke up on July 4th morning to a flat tire on one side and a near-flat on the other side of the vehicle. So, I ended up having to drive several miles to find the Airport, where I switched to my fourth vehicle. This time, I got a Jeep Cherokee. The vehicle was fine, other than the fact that once I was ready to pull off, I noticed a hairline crack in the windshield. It was not very noticeable, but I did let the agent know. By this time, we had signed the contract but she assured me that everything was fine and she would make a note on the account. So I was finally able to enjoy the rest of the weekend, until I made it back to Slidell Store 1408, to return the vehicle. Upon return, the manager refunded me the entire cost of the rental. Additionally, the manager (Morgan Zackery) had even called me on Sunday to let me know that Enterprise would be covering the cost of the rental. I was very appreciative of this and thanked her. However, as I was ready to leave, she (Morgan) then told me that I would be accountable for the small crack in the windshield. The same crack that the agent in Little Rock said she would note the account about. After all I had been through, I just wanted the nightmare to be over! I explained to Morgan that I had informed the agent in Little Rock about the crack. She tried to call the Little Rock office but was told the employee was not in. Morgan then told me that she would have to call back to Little Rock and decide what would be done. I did not expect Morgan to allow a badly damaged vehicle into her fleet; however,I did expect her to know when one customer had gone through enough! This was so overwhelming for me. This was not a damaged body, but a two inch windshield crack. To add insult to injury, by the time I left, I was already an hour late for work. Morgan told me she would call me back by noon, which she never did. I called Enterprise Customer Service and was told an area manager would call me back. When I had not heard from anyone by 2:00 p.m., I called Morgan back. I was told she was not in. I then asked for the number for the district manager. I was told her name was Rebecca and she worked in the Mandeville office. I called but she was not there. I then asked for the area manager’s information. I was told his name was Jason Felsman and I was given his number. I called for him but was told he was not in. I then asked for any other area or district manager. I finally got Shannon Pollet. He listened to all of my frustrations and, first and foremost, apologized for all that I had gone through. He asked could he do a little research and call me back. He called back in less than 10 minutes and let me know that I had nothing to worry about. He even asked me to give Enterprise another chance, letting me know that he would personally ensure that I am taken care of the next time I rent from Enterprise. Because of Shannon, I decided I would give Enterprise an opportunity to finally make this right! While I appreciate Morgan’s effort offering to refund the entire rental, I wish that I did not have to go through so many other people to finally be done with this horrid experience. I wish Morgan would have, as a manager, ended the torment and let me go my way without worrying about any additional costs. I did not ask Enterprise to refund me the cost of the fix-a-flat and air. I didn’t ask them to give me anything extra because of the time I wasted when my trip was delayed most of the day. I didn’t ask Enterprise to understand that I was traveling alone with two small children and did not want to travel alone after dark, in an unknown place. I guess I just expected that Morgan would just end the nightmare and actually try and keep me as a customer. As I said, I could see if there was a big, giant dent on the car but there wasn’t. I understand that she wanted someone to be held accountable. I do understand that. But as a manager, you have a customer who has literally been through hell and back! I would have appreciated if she would have let me go and took the issue up with the Little Rock office. I felt as though she thought I was lying! Morgan eventually called me back and let me know that I would not be accountable for the windshield damage. I am just glad that it is finally over. I thank God that Shannon made me fell valuable! I had already told everyone I could about the experience! Now I can finally tell them that Enterprise does value me as a customer!
My daughter had a job interview scheduled at the corporate office. 8 hours into her trip she gets a call around 4:15 pm telling her the job had been filled. Her interview was suppose to be the next day at 9 am. She’s unemployed and looking for a job. Ended up spending money she didn’t have. This was sorry on their part. I will never rent a car from them.
Thank you for bringing this to our attention Kelli. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150708-002797. -Tatiana
Hi. I brought a 2013 Chrysler 200 from your car sales diffusion in November in New Jersey. I paid for the extended warranty. It took over 4 mos to get my tags but your company was courteous and did help and provide me with a rental car. However, I did receive several tickets for expired tags.
according to the 109 point inspection, my car was supposed to be in perfect condition. However, in June my car started running hot, and I took it to get serviced at Chrysler (paying 100 deductible) and took my car on the road and it started running hot again. Now it is being serviced again and I have a rental again. In addition, my recent inspection showed my car has dirty brake and engine fluid and my brake pads are in yellow. I have spoken to several mechanics who said that it is way too early and costly for these issues. Now I am wondering did my car ever get the 109 point inspection?! This is extremely frustrating
Denise, I would like to look into this further with you. Please email us at Care@Enterprise.com with your contact information, the exact location you received the vehicle from and any other details. Please reference #150708-002816. -Tatiana
July 2nd I called the enterprise here in Orlando Florida to get some information on renting a vehicle for the holiday weekend. I spoke to an employee about what process and type of paperwork I need to rent a car. Due to the fact that we just moved to Orlando we haven’t change our DL address. He told me that it was fine just bring in a bill or two and our lease. I also told him that we didnt have a major credit card. Once again he said no problem. Before hanging up I asked the guy 3 more times, is he sure that’s all I need because we had to catch the city bus there and it was about a two hr trip there so wanted to make sure we had everything. Plus we were traveling with a 4 month old. We arrive around 10:15am the staff was very nice. First off the paperwork we had with all correct information wasn’t good enough, so we had to leave walk down to the library print out what the wanted and bring it back. Now because of the way we were paying we needed more paperwork that we had no access to. Actually we had one of the paperwork they needed but we was $10.00 short of the minimum income required. I was like I’ll give you ten bucks now to get things right. We sat there another hour for them to say no. I was then informed that the guy I spoke to on the phone was new and he really didn’t know. I would not have attempted to go there if u would have gotten all the correct information from staff. I understand he was new but if he didn’t really know he should have placed me with someone who did. On the way home now its raining out and we have our 4 month old with us. We sat at a gas station for and hour waiting in a bus. Our little one is very cranky. It was about 8:00pm when we arrived home from a wasteful day. No car, no trip back home, just wasteful. I was recommended by a friend to go to enterprise but I felt like enterprise could of rented us a car if they really wanted to…..
Demitres, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150708-002921. -Tatiana
I am writing this only to bring mine and my family’s very bad experience with enterprise rent- a -car to your attention so that no one should ever undergo such a horrendous ordeal on a short vacation. We rented out a car from your Dulles airport office and on our way to the hotel the driver side rear window burst while driving. Immediately I veered the car into a side road because my wife and my 8 year old daughter had broken glass pieces all over. Please be noted that there was no accident or anything like that the window just burst with a loud noise. I called the Dulles office from where I picked up the car informed about the incident and they advised me to call the road side assistance without bothering to know about the condition of the car or the family traveling in it. I called the road side assistance informed every thing in detail and they told me within 2 hours help would be rendered. I along with my family waited for 4 hours without any help or phone call. Whenever I contacted the roadside assistance a new person will take all the information and all over again and the result would be same. One can imagine the hardship of a family waiting for 4 hours on a road side in the open air with a temperature around 82 degree F without any rest room in the vicinity. At last I had to make some arrangements to transport my family and the luggage to the hotel as they were feeling sick and I continue to wait. I called the Dulles office again and explained them about my waiting and I told them I can’t wait no more as I was about to throw up due to exhaustion. Also I told them that I was driving the car to my hotel as the car was drivable and I don’t want to leave the car unattended on the road side with a broken window. Also I told them that I would drive the car next day to a nearby enterprise office and change it for another car.
I understand enterprise’s road side assistance is outsourced to another company and they take things in a different way just because customer satisfaction is not at all their priority. It is striking that all the so called professionals I came in contact in this unfortunate episode had an attitude that clearly indicated ” this is the way it works, if it is not ok with you that is fine and we are not bothered about it. period.” All I can say is, it is not good for a professional company in the long run to say the least. You may regard this incident with or without any priority, but for me it remains an harrowing experience. Thank you for your time.
Jose Thomas
Thank you for bringing this to our attention Jose. Is everybody ok? Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150702-002189. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
This will be brief, today at @ 13-1400 hrs, I checked on line for a truck for rent. The one line window showed a Truck Available at the Columbus Nebraska Location, “where I Live”, . My Wife and I arrived there at around 1430, found one woman there. I said I would be wanting to Rent a truck for a day. She said she did not have one and continued with what she was doing. I informed her that the web site said it did. She then got rude and said “You can’t believe that , it is wrong, we have nothing for you, then she started with ,”what do you want it for?” ask about four times. Things got worse from there. I have purchased a Car from Enterprise and rented for years, it would seem that Enterprise cares more for Corporate Accounts and Insurance Accounts. I did not get her name however, she was the only one there. Slender, Short light hair.
Carl, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other incident details. -Tatiana
Please please reference #150702-002394 in the subject line. -Tatiana
Dear corporate mangers
My Name is Divijan. I’m here not to make a complaint but to share my problem. Five years back around the month of July I went to national. In Toronto Pearson airport to get a rental car I was frequently renting cars at that time since I never owned one. On July 2 2011 or 2012 dont exactly remember the date right before my bday I had planned to make a trip to montreal with some friends so went to pick up a car and a lady who was working there had treated me really bad and said somthing inappropriate and my friend got emotional and said few things back her manager came out told me to get out and was only listening to one side of the story with out notice he had put made up stuff in my profile taking one side and marked me D N R. I understand if I get banned from that location Cause I really don’t want to do bussiness there I don’t know if the same people work there however what bothers me is that I can’t rent at enterprise or any other locations and I have called emerald club and talked and they put me to district Manger which I explained my problem and even apologized and he hasn’t got back all he said was till that associate works there I can’t rent anywhere which doesn’t make any sense to me I’m a clean man and I own my bussiness today I frequently rent st budget small trucks and been looking at enterprise and see they have good rates I just want to speak to someone in a higher level to resolve this problem rather then the district manager at that location cause he don’t seem to help me I look foward in hearing from someone regarding my issue with some contact information.
Thank you!
Divijan, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, date of birth, the phone number you had at the time of rental and any other details. Please reference #150702-002473. -Tatiana
never ever will I use enterprise! I went online reserved a Toyota RAV4. Got to the green valley AZ branch and they didn’t have a vehicle!!! Really? They gave me the option of a Ford Focus, not happening it was to small. They said the only car they had besides that was a Honda Civic. So I choose that one, thinking it was bigger. I was wrong! Get into the car the hazard light was on for tire pressure. Which I had to pay someone to tell me what it was and to have them fix it. Then the car on the freeway was running between 4500 and 5000 rpms! Really?! Something was wrong! I took it into a branch in Tucson AZ and they told me that they don’t have any cars! Really?! I thought you were a rental car company. Supposedly she looked around at all stores and there were no cars! So I kept the car and told them that they were aware of the issue and if anything happened will be their responsibility! Returned to tuc airport where they told me someone from the store where I rented would call me Monday. No call! Which by the looks of reading everyone’s comments that this is a trend for enterprise! I had to call to get me debit card released and to put the funds back in my account since there was a 250 deposit. Needless to say the manager in green valley AZ told me that they pulled the car for inventory…..goes to show there was something wrong with it! I will never ever ever use enterprise again!
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150702-002571. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Our reservation was not honored, plus the rep did nothing to help rectify the situation. We were given the number to the regional rep, and never returned the calls. We call the 800 number they wrote a report the goes to the same regional rep that doesn’t return calls. They assured me that I should hear something within 7 to 10 days, but the problem is that we have 12 children prepared to go to Disney today with no way to get there! Had to break the news to the children and they were smart enough to say, ( way didn’t you reserve the van in advance ). Well we did 1 month ago!! So, what good is a reservation and confirmation number? Or, what does that mean to Enterprise Corp. I think you may have some employees that don’t exemplifies Enterprise core beliefs or the beliefs are changing!
Location : Griffin, GA
Confirmation – t0lsyr
Nate, we’d be happy to look into your situation. Please email Care@Enterprise.com with your contact information, reservation/ rental agreement number and reference #150630-003720 so we can address your concern. -Tatiana
At Enterprise we keep things pretty simple. Simply treat our customers the way they should be treated. Let us show you what that means.
Really????
I created a reservation thru the online website for pickup 6p 2 June 2015. During the reservation process, I redeemed one free day with my points. Also, was offered points per day for rental. On 2 June 2015, I arrived at 6p to pick up my vehicle. Transaction was complete around twenty after 6 or so. I left there and picked my (7mths old) son up across the street. We then preceded to Publix which is all within about a three mile radius. Went in to get a few groceries and walked out. Got to the vehicle and it would not start. Tried a few options and still wouldn’t start. I then called Enterprise (on hold 19min), told the rep the issue and she transferred me. I explain to the next rep and she says, “You know those cars don’t have auto lights. You should have turned the lights off. That’s why the battery died. I told her all lights were off and it’s not the battery. She said again I’m sure that’s what it is but we will send AAA out to you. I was told it would be about an hour before he comes. I left and when I got the call that he was on the way I went back to the location. He tested a few things, tried to start it, and he said it won’t start. It’s not the battery. And he left. I left as well and I called Enterprise again. I was transferred about six different times, each time I was on hold for more than fifteen minutes. I wasn’t until almost midnight that I was able to get someone to bring me another car. Then I had to leave my home and get my 13yr old to watch my baby since my husband was out working. Go out after midnight for the guy to pick up the old car and bring me another.
Issue #2
I got another vehicle, but it was in a class smaller than I reserved. I called Enterprise in the AM (3 June) told the Asst mgr about the issue and she says that I will get credit for two days for the inconvenience and to bring the car in and they will switch it out. I said OK as long as it’s not a Dodge I hate Dodge. I get there and guess what they had waiting for me. Yup, a Dodge Dart. When I went to do the walk around I noticed some damage to the front of the car. I asked had this vehicle been in an accident and the response was I’m not sure… Wow, how are you not sure about a vehicles status. The Asst wasn’t there but I told the Store Mgr Anthony and he said it was all he had and if I could come back in the am and he will switch me out. I Because God is working with me on my patience, I agreed to come back. The next morning I went back (4 June) I spoke with Anthony and he says, “I’m sorry. I forgot had a reservation early this morning and this is the only vehicle I have for them. I’ll call you when I get one for you, I promise. I said OK. Several days went by and no call. I then call the Corp office of the president. I spoke with a young man. I explained the situation and was told I would receive a call from the president. Never got the call. I did however; get a call from Anthony the next day (Friday 6/12). He apologized for not getting me a vehicle in the class i reserved and said he for sure had one for me and to come in after work. He also mentioned the credits and 10% discount I would receive. Plus a “free upgrade”. I went in when i got off an Anthony wasn’t there. I spoke with the asst. mgr and she gave me an Altima. I got in the Altima and it had the most horrible smell. Like someone had cats that pissed in the car or fish. It was disgusting. I sprayed some freshener in the car when I got home and it didn’t help. Unfortunately I was stuck with this vehicle for a couple days. Saturday morning (6/13) I went to run a few errands and the car still smelled horrible. So I parked it. Sunday I dropped the car off in the parking lot and kept the keys since there is no drop box. Monday morning about 7am I returned the keys.
THIS HAD TO BE THE MOST MISERABLE EXPERIENCE I’VE EVER HAD. NOT TO MENTION A WEEK LATER I GET A RECEIPT VIA EMAIL AND MY cc WAS CHARGED $311 FOR SUCH HORRIBLE SERVICE. Then I got another charge for tolls (which I expected) without any doXXXXentation.
Issue #3
I am not here looking for a free ride or anything like that. I just would like what was promised to me. In addition. I’d like to get better service in the future, if I decide to rent with you all again. No one should have to go through this. I was already having a bad time since we had to buy a new vehicle due to a total loss, then to have to deal with rental car issues, it was just a bit much.
If someone could get back to me to have this resolved it would be greatly appreciated. Thank you.
Thank you for bringing this to our attention Larosa. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150630-003698. -Tatiana
I rented a car from Enterprise on Stevens creek in San Jose. My rate was $15.99 per day When I called to extend rentAl I asked them would I still get $15.99 rate I was told yes, nothing was said bout insurance. 3 weeks later enterprise was calling me stating I need come In pay more money I said for what cause I’m paid up. Make long story short they tried to say I signed for insurance which is $24.99 day, why would anyone in there right mind pay for insurance which is almost double the rentAl cost when the6 have there own Insurance.
Ketria, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150630-003685. -Tatiana
In a mid-week of May, I had an opportunity to go to a work related trip to Houston,Tx. On Saturday, May 16th, (on my day off) I decided to rent a car to see my relatives in Houston and then leave the car to Hobby airport from my stay at Marriott Hotel. I immediately chose enterprise-rent-a-car, as always. I had no reason to complain and enjoyed my ride and the whole experience once again. But almost a month later (couple weeks ago), I get a phone call (voicemail) from the employee, who had made my transaction for the car at Sugarland,Tx location near Marriott. There was some kind of mishap where he had lost my credit card information to charge my account. I can totally understand and can relate since in my line of work I too happen to come across this situation. He had left me a voicemail since I was at work and when i called back I couldn’t reach him since I live in pacific time zone and the office was closed for the day. I obviously didn’t want to leave my credit card number on his voicemail for safety reason. So, I thought to catch him later sometime. I am not allowed to be on my phone during my work hours. So, he calls me and then my husband (since I had put his info. as a an alternate contact person during my rental procedures) next day for the credit card information, where my husband informs him that I used my work credit card so only I could give that information. I didn’t get a chance that weekend either but I was gonna take care of this first thing on Monday during my lunch time. But I had a surprise in store for me. My husband calls me at my work place to inform me that he has been getting calls after calls from enterprise. My husband was in a meeting and he received 6 phone calls from this guy. When I had a chance to see my phone during my lunch, I had 3 phone calls from him and a voicemail. The neat thing about this guy is that he never once left his name in the voicemail. When I called them during my lunch time (as I was going to do anyway that day) to give my credit card info. a lady picks up and I tell her to inform them I do not appreciate their way to take care of their mistake. I did not give my husband contact information during my rental procedure, so you guys can harass him for a mistake you have committed. This is just not PROFESSIONAL! Anyway, now I know which rental company not to choose when I go to my next work trip. Thanks!
Thank you for bringing this to our attention Unnati. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150630-003589. -Tatiana
I dropped off the rental car after a week of use on 6/23/15 at 10:30am. I had the rental car from 6/16 – 6/23/15 and left a diamond necklace in the soft part of the gear shift as I felt it would be a safe place for it. I took it off and placed in the soft place there as we were at the Beach and I didn’t want to get sand in the little crevices of the necklace. It was hidden well. I take responsibility for leaving it in there however minutes after I realized it was in there – it was GONE! I was very sad as it was a gift from my children for this past mothers day. I’m deeply sadden that this world of workers isn’t as trusting as they once were. I was hoping to have more faith in Enterprise workers of honesty of a special/important items such as this. I have called the lost and found directly to the PIE airport and spoke with a guy who said he would call me back after 1/2 hour and did not ever call back. I have since left 3 more messages in the hopes of a follow up. I’m so distort with Enterprise customer service and honesty. I use Enterprise every time we have a vacation too. I need to reevaluate that.
Not to mention the quote wasn’t the true price when I got to the airport. I paid an extra 136 dollars on top of my quote 🙁
Thank you for bringing this to our attention Anna. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150625-003058. -Tatiana
My name is R. Allen Dean and I am writing you today on behalf of my wife, Johnna Kaye Dean. This letter is in response to an incident, which began on 05/17/2015, and is ongoing regarding a bill sent to me for $1,165.18.
I wish to begin with an in depth overview of the cirXXXXstances surrounding my current displeasure and objections to your services offered, as well as the bill received On May 17th, 2015, Johnna, a person with a medically doXXXXented series of neurological, speech, comprehension and other physical disabilities, came into the Sacramento international Airport Enterprise offices at 6340 McNair Circle interested in renting a car for one day under the Surrogate Driver program. The person she put down as her surrogate, as she is unable to safely operate a motor vehicle, due to her disabilities, was a one David Douglas Mcanelly. At the time of the rental in question, Johnna was clear that she had neurological and cognitive disabilities, and asked if a staff member who could clearly and completely explain the rental agreement would accommodate these. A service employee named Eryka assisted her. At the time, Eryka was not knowledgeable regarding the surrogate program, and needed to inquire of this service to her manager, Tina. Once made aware of the surrogate program, Eryka began to explain the guidelines of the program to Johnna. Several times during her conversation with Eryka, Johnna asked Eryka if she would be liable for more than just one day, 05/17/2015. Eryka assured her she would only be charged for the one day. At no time did she make Johnna aware that the Enterprise rental agreement was an open ended contract, in the event the car was not returned within the agreed upon return date. At this time, the Enterprise staff took Johnna’s information, as well as David Douglas Mcanelly’s driver license, and ATM/bank card. The Enterprise staff member suggested to Johnna that she pay for the daily rental, rather than Mr. Mcanelly, in order to waive the 200.00 deposit fee which Mr. Mcanelly would have had to pay in order to rent the vehicle under his bankcard. Again, Johnna asked for a confirmation that she was only going to be charged for one day. Again, Eryka assured her this was the case. Never, throughout the process was Johnna made aware of the open-ended nature written within the Enterprise rental contracts.
On may 18th, Johnna was assured by Mr. Mcanelly that car was returned. Johnna believed the situation was closed. Under the surrogate driver program, Johnna was not authorized to drive the vehicle, had no control over its return other than the word of this person whom she believed was trustworthy and would return the vehicle. It was not until 05/20/2015 that the Sacramento International Airport Enterprise office informed Johnna the car had not been returned. This came as a shock to my wife. She told an Enterprise employees named Tina, who said she was A manager, that under no cirXXXXstances did Mr. Mcanelly have authorization to drive the vehicle past 05/17/2015, and to consider the vehicle stolen. Johnna then asked Tina if Johnna needed to file a stolen car report. Tina told her that “she was not sure” and needed to ask her higher ups. Tina told my wife not to worry, and that she would get back to Johnna to let her know what to do. Tina asked Johnna to try to help Enterprise recover the vehicle from Mr. Mcanelly, if she could. Being a person of good conscience, Johnna tried repeatedly to get Mr. Mcanelly to return the vehicle. It is important to note, that a person with cognitive and neurological medical disabilities tends to take people at their word. When your employee told Johnna that your company would take care of the vehicle report, and that she did not need to worry about liability, she believed Her. On 05/22/15, Mr. Mcanelly told my wife that he had spoken to Enterprise; let them know he needed the car for a few days, and that all was well. Mr. Mcanelly told my wife he switched the vehicle into his own name and everything was now in his hands. Knowing Enterprise had taken Mr. Mcanelly’s information and bankcard, she was satisfied with this response from Mr. Mcanelly. On 05/24/2015, Tina called Johnna again; telling her the car was still not returned. My wife told her what Mr. Mcanelly had said about speaking to them, which Tina confirmed that Mr. Mcanelly called Enterprise to extend the Surrogate driver contract. Tina said she told Mr. Mcanelly that he would not be able to do this, and needed to return the vehicle. Again, I must reiterate, Johnna had explicitly stated on 05/20/2015, and on 05/22/15 that under no cirXXXXstances was Mr. Mcanelly authorized by Johnna K. Dean to continue use of the car she rented under the terms of her signed agreement. Yet, It appears Enterprise extended a contract from the 18th to the 24th without getting verbal or written authorization from the financially responsible party. Please note, that under the surrogate program, the surrogate driver is neither liable, nor responsible for the rental, making any agreement of extension illegal without the authorization of the financial party. Johnna never gave Mr. Mcanelly authorization to extend the contract, nor did she give Enterprise authorization to grant Mr. Mcanelly these powers. It was at this time that Tina suggested Johnna continue to wait to see if Mr. Mcasnelly will return the vehicle, as the Memorial day weekend was upon us. On 05/27/2015, Johnna, still trying to get Mr. Mcanelly to return the car, began getting threats from Mr. Mcanelly to stay out of it, and that he had no problems killing a person. This same day, a man named David Bradshaw called my wife, stating he was an investigator from the Sacramento County Sherriff’s office. He began asking her many questions, even inferring that Mr. Mcanelly was I, and not a surrogate driver. This was odd to my wife, as she assumed this person would have all of Mr. Mcanelly’s information, as well as her own. She then told Mr. David Bradshaw of the threats of violence she received, to which Mr. Bradshaw told her he did not know how to go about securing a protective order. This, from a person who says they are an investigator for the Sacramento County Sherriff’s office?
On 05/28/2015, I became involved in this fiasco. The first person I spoke to was a man named John. He would not give me his last name, only said he was the manager at the Enterprise store on McNair Circle. He began his call asking me where HIS car was. In a tone that could only be described as confrontational and combative. At the time, I knew very little of the situation, had never seen this vehicle, and had no idea where to find this David Douglas Mcanelly. John assured us his only interest was in retrieving HIS vehicle, and that any fees incurred could be handled. His exact words were, “I don’t care about the fees at this time, we can work those out once we get this guy to brong my car back.” I asked him if Enterprise filed a stolen vehicle report. John assured me they had. When I asked him for the report number, he was unable to give me one. When I asked about this Deputy Bradshaw, he gave me his number. When I asked for my wife’s contract number, he provided me with this, as well as the California license plate number, and the Vehicle Identification Number.
I then attempted to contact Deputy Bradshaw. I reached the Investigative Department, left a message. Mr. Bradshaw returned my call immediately. My first question was who he worked for, and if it was the Sacramento county Sherriff’s office. He replied in the affirmative. He asked me if I had the vehicle. I told him no. He was welcome to come to my house to check. I had never seen the vehicle. I asked Mr. Bradshaw for the stolen vehicle report ident number. He could not provide this, much like my new friend, John. I asked him about what my steps were to getting a protaction order for my family, as Mr. Mcanelly made threats to my wife via text message, and on the phone. He told me to call the local police. Therefore, I did.
Officer Lamb, with the Rancho Cordova, California Police department came to my house to inform us of our protective order options, creating an event number- 15-132555. I then gave her the VIN and plate number of the vehicle in question, and to my surprise and anger, there was no report on this vehicle as stolen. Enterprise’s staff had blatantly lied to my wife and me, for over a week, allowing us to believe our liability had ended once the car was reported stolen. I then spent the remainder of my night calling various entities within EIN, to try to get an idea of what was going on, and how I get my liability annulled from this clearly stolen car. What I found still infuriates me to this moment; in the event of a theft of your rental vehicle, if you, the financial party, do not file a stolen vehicle report, your rates accrue until the vehicle is returned to the Enterprise lot it was rented at originally. If, by chance, the car is impounded, through no fault of your own, those days as well as lot fees apply as well. I did all I could to get answers from the EAN staff, roadside assistance and customer service, to no avail. Only one person was sympathetic to our situation, a nice man named Patrick, from Atlanta.
On 05/29/2015, I went to Enterprise with Deputies Sanders- #377 and Hammond- #273 of the Airport unit of the Sacramento county Sherriff’s office. The Enterprise staff gave the officers a copy of Johnna’s original contract. The officers confirmed, as well, that no embezzled report had been filed by EAN, or Enterprise locally. At 0900, Officer E.N. Davis of the California Highway Patrol took my stolen vehicle report for the Dodge Charger, VIN# 2C2CDXBG6FH776758, California LIC. &KHA174. The report number is S125925015. I called Enterprise that afternoon, to inquire the status of their stolen vehicle report, and John again lied to me telling me that his company headquarters had filed a report, and that someone would call me to take down a statement.
The vehicle was recovered, and the two individuals who stole the car were apprehended that very next DAY.
This letter is meant to inform you of the lies, deceptions and incompetence your staff showed in this situation. To sum up;
1. The Enterprise staff members had little to no knowledge of how to provide adequate information to a person with a cognitive disability. They failed to adequately inform a disabled person about the contract she trusted them to help her understand. Even after repeated queries, trying to make certain she only had to pay for one day’s rental, and no more, the open ended nature of your rental contracts were still not disclosed.
2. The enterprise staff neglected to inform Johnna Dean of the vehicle’s status until a full 4 days after the return date.
3. The Enterprise staff, Tina, admitted to Johnna during a phone conversation that Tina had verbally extended the vehicle rental time from 05/18- 05/23/2015 with Mr. Mcanelly, the person who stole the car, and NOT the financially responsible party, without authorization from Johnna- the person you are now considering the financially responsible party.
4. Enterprise staff repeatedly lied and deceived myself and my wife in maintaining that a vehicle theft report had been filed from 05/24/15 until the vehicle was retrieved- only after I filed a report MYSELF. On the day I personally filed a stolen vehicle report, I called your employee, a man named John, and he still maintained that your company had already filed a stolen vehicle report, and that someone would get in touch with us to make a statement. This is a patent lie. No one has ever contacted us to get our statement. No one has ever contacted us to try to work out what had happened, where the breakdowns in this whole mess had occurred, and to work with us to resolve this whole mess.
5. The Enterprise staff employed a person to retrieve the vehicle who lied on at least two occasions, claiming to be a sworn officer of the law, a felony, even when said over the phone. Mr. David Bradshaw, as he said his name was on three occasions, over the phone, told me and my wife he was an investigator with the Sacramento County Sheriffs office.
6. The Enterprise staff harassed, and belittled my disabled wife, making her feel as if it was her responsibility to get this car thief to return the vehicle, and advised her to NOT file a stolen car report, knowing full well that every day she did not, your daily rate accrued.
In closing, I am willing to pay for the ONE-DAY RENTAL fee of $36.89, but no more. The balance of the monies owed you should, in my opinion, be levied from Mr. Mcanelly. The nature of my wife’s cognitive, neurologic, physical, and chronic disabilities are made worse by stress. This ordeal has taken a marked effect on her health. I wish to take this no further, and hope your company will see their way clear to understand that the fault of this issue lies not in us, but in the conflagration of errors, misjudgments, and mistakes by the Mcnair Circle staff.
I want this issue resolved. As sole caregiver for my wife, my time is more valuable than you can know. Added stressors directly affect my wife’s health, and this event has sent her into a steep decline, with her symptoms severely aggravated.
Sincerely,
R. Allen Dean
Thank you for bringing this to our attention Mr. Dean. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150625-003092. -Tatiana
I wanted to bring your attention to a SAFETY RELATED ISSUE that I believe puts your customers (and therefore your company) at risk. My husband and I work for a security consulting and Investigative company and routinely educate individuals, especially women, about personal safety not only while traveling but also in their everyday life. On 6/13/15 I traveled to San Francisco, CA. I took the tram at the San Francisco International Airport to the rental car area where all of the rental car companies are located. The lines were very long for every company due to a tram delay earlier in the day so the room was crowded with lots of people and luggage. Along the wall next to the Enterprise counter were 4 or 5 kiosks where people can, I assume, check in and obtain their confirmation paperwork in order to skip the longer line where you deal with a customer service agent in person. While standing in line I had a clear view of the kiosk on the end closest to the line. There was a young woman standing at this kiosk. I was standing several feet away, not right beside or right behind the lady at the kiosk. While standing there I happened to notice the screen on the monitor of the kiosk. In less than five minutes I knew the woman’s name, home address, cell phone number, driver’s license number and the hotel she was staying at in San Francisco. I was stunned. I approached the woman a short time later and told her all of the information I knew about her. She was shocked and wanted to know how I knew all of this and I explained it to her. Had I been a predator I could have easily taken pictures or simply taken a video of the screen without anyone noticing. Not only could the information have been used (or sold) for identity theft but even more frightening could have been used to do physical harm to the woman. I am not a paranoid person but I am keenly aware of situations where people should be especially careful and watchful of their surroundings. As I returned home from San Francisco and was settling into the seat on the airplane, I noticed the monitor in the back of the chair in front of me for viewing during the flight. I looked over at my husband’s screen but could not see anything because it was protected by a privacy screen or something similar. Enterprise should seriously consider adding some sort of privacy screen to prevent others from viewing personal information. I will be posting this on the Enterprise Facebook page and will also email care@enterprise.com.
Thank you for bringing this to our attention Melissa. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, and reference #150702-002605. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Good Morning
I’d like to share with you one my most recent rental experience one of the most frustrating issues I have had with Enterprise. I have 2 children who have to be seen at the Arkansas Children’s Hospital 3 hours away. I usually rent a car, it is usually less expensive than to take my own. I have ALWAYS had good customer service never any issue that wasn’t corrected right away. That is until my recent rental. I arrived to pick up at 9:00 a little early there were no cars available so I waited. Came back at 11:00 still no cars. I needed to leave by 11:30 at the latest. In walks Brian my new best friend at Enterprise Fort Smith, Arkansas why?!? because he saved the day. Well so I thought! Brian asks if I had been helped I explained to him I was waiting on a car and there weren’t any available. I had worked with Brian previously so he knew I make frequent trips to Little Rock for my children. He asked if I minded a car with a cracked windshield? I said of course not I just needed to get going so I wouldn’t be late for my appointment. So we checked out the car signed some papers and off I went. Only to discover that after driving 50 miles the once full tank of gas was now on a half a tank. This was very odd since this was a tiny little car. So I called Brian at Enterprise Fort Smith and he said no problem I’ll find a place for you to return the car and pick up a new one. He did just that. After our appointment Brian instructed me to the Little Rock Airport location. A location I will NEVER recommend to ANYONE. The were rude and VERY unhelpful. After a few conversations between Brian and me explaining to them that I drove a total of 179 miles on 2 tanks of gas, I was on my way in a new rental. This rental was great! In the days following I returned the car and had to call Brian because Little Rock had charged me for a tank of gas, which should have been at the prepaid amount of $1.90 when I filled it up it was a little over 20 they charged 30 I guess it was at the 3 dollar amount. Once again, Brian corrected the issue. Then today I received a claim letter from the main office about the cracked windshield. Grrrr what a mess this has turned out to me. Of course I call Brian, he calls me back with in the hour and tells me No worries he has taken care of it and the claim office has been notified. All that to say, there are several employees at Enterprise Fort Smith and Van Buren that are BEYOND helpful. Just having to rent a car is frustrating enough for a single mother of 4, 2 which have medical issues, but with the helpfulness and professional staff at the Fort Smith and Van Buren locations the stress of the situation is lightened. I have the best help from Brian and Amy. I know just ask for one of the 2 of them. I rent at least once a month, even after all the frustration of my last experience I will continue to use and recommend Enterprise Fort Smith and Van Buren. Thank you so much for your help!!!
Thank you for bringing this to our attention Billie. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150702-002662. -Tatiana
Complaint…….
First off, I have been using your company for years. I have used your company for my personal needs and military needs.
I reserved a car and picked it up on June 16, 2015. When I picked up the car I did not notice the passenger window was cracked all the way down the middle. This concerned me that your company is not inspecting cars before they leave your lot. A broken mirror is a concern, because it could fall out while traveling, which can be a road hazard. Not to mention this car had almost 50,000 miles on it. I always thought your company would change out cars before they got too many miles on them.
I rented the car from Enterprise in Layton, Utah, (865 West 1000 North: 801-593-6007). My rental agreement number is 1G47LD. This was not the problem, because they changed the car out for me before I left. The car I was using was a Hyundai, Sonata, and it is a front wheel drive car.
I was traveling from Utah to Texas, to see my son’s graduation from boot camp. I picked up my car and drove to San Antonio, Texas. The day before I was supposed to come back to Utah, I began having tire sensor warnings. I wanted to make sure I did not run over a nail, so I decided to inspect the tires. This is when I found my car had bald front tires (I have pictures for verification) and the back ones appeared brand new. There was only the middle treads left on the tire, which measured less than an 1/8th of an inch and there was no top tread left. The back tires appeared to be newer. This car would have not passed state inspection in Utah. This was appalling to me that your company would dare send a car that had two different sets of tires on them out on the road and not to mention the front ones were bald and the Hyundai Sonata is a front wheel drive car. I drove 1,300 miles on bald tires through massive rain storms. My family and I could have been killed by your lack of someone taking the time to ensure your cars are road worthy. I was able to get a new car while in Texas, but this does not negate the fact of your negligence in assuring your customers are safe. I will be speaking with the Layton, Utah, manager tomorrow (6/24/2015).
I spoke with the manager on the phone (6/23?2015) and he said the car must have “slipped through the cracks”. How can a car slip through the cracks when the tires were extremely worn and should have been changed approximately 10 to 15 thousand miles sooner. This is not slipping through the cracks, this is negligence. Your policies need to change.
I will be calling your company tomorrow or by the time you read this email. I want some answers on your policies. I am also contacting the state of Utah division of Motor Vehicles, which inspects businesses. I want Enterprise in Layton to have their vehicles inspected for safety. I am sending the state of Utah my pictures. I will also send you my pictures. I have used a pen to show you the tread depth. If I do not see a response from you in a timely manner. I will contact local media outlets and let them know how negligent your company was in sending a vehicle off the lot with bald tires that could have killed me and my family or somebody else on the road. Please email me with a response.
Travis Adams, a customer who is glad to be alive, because I was lucky enough to get a tire pressure warning before I left Texas.
Not to mention, I had to wast four hours on the night I was supposed to be packing my luggage and I was trying to get a new car, because I was not driving this unsafe car back to Utah.
Thank you for bringing this to our attention Travis. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150625-002723 As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
On June 18th at 5:30 pm, I rented a sedan at the Chula Vista CA branch the next day at 1:00pm as I was arriving to Las VEgas with family to attend a big EVENT, I received a call from the distect manager and asked me to RETURN THE CAR IMMEdIATELLY because it had STOLEN PLATES, there is much more to the story but with this said you can imagin how bad ENterprice RUIN al of our schedules etc.
I am sending a formal written request to corporate!
Use Enterprice at you own risk.
Thank you for bringing this to our attention Armida. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150625-002699. -Tatiana
I just came from koreatown branch…I was very DISAPPOINTED because they didnt honor the quote of their employee over the phone…is this how ENTERPRISE deal with their customers….to be this is the worst way of doing customer service…wake up corporate office…do something about this..
Ronald, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150625-002665. -Tatiana
I recently made a reservation in Rochester, NH to pick up a car on 6/13/2015. The location was close to our daughters home,convienent for her to drive us after her 12 hr. night shift at the hospital. Just as we were going out the door the office at 47 Farmington Rd called to let us know they had no cars left. REALLY–I had a confirmed reservation–#695674469. He said we could get a car in Portsmouth and that was all he could do for us. Portsmouth was approx. 50 minutes away. Our daughter called an office much closer, in Somersworth. They were able to accommodate us and were super nice. We dropped off in PVD and the fellow said we needed to call to have the acct. closed for billing???? What the heck—that was his job. And I was charged a $50 drop fee. Please advise
Thank you for bringing this to our attention Paula. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150625-002623. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
My husband and I have rented from Enterprise for many years because of the great customer service we have received. However, my perception of Enterprise changed when I mistakenly left my personal keys attached to the rental car keys when it was returned to the Wichita airport location. When I realized what had happened, I immediately called the Enterprise office at the airport to ask if my keys were turned in by a team member. Unfortunately, I was disappointed because my keys were not turned in by the Enterprise team member who drove the rental car to the car prep area. I continue to call the location several times a week – hoping to retrieve my personal keys. I am very disappointed because this type of behavior does not seem to fit the corporate mission of Enterprise to provide an exceptional customer experience. While I understand that Enterprise cannot be responsible for items left in the car – the team member who drove my car shortly after it was turned in simply chose not to turn in my keys as a lost and found item. It’s very frustrating to know where you left something only to be told that the item is not there. Great customer service means that ALL team members show integrity and go the extra mile to create a memorable customer experience. Mine was memorable – but not in the way Enterprise would like.
Ann, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please provide us with reference #150625-002574. -Tatiana
Worst worst worst experience renting a vehicle in over a 20year period. Reserved a midsize vehicle for pick up in Jackson, ms on state street. When I arrived I encountered immediate incompetence as the girl at the front desk quoted me a different price than I was confirmed for. I had to show her my own confirmation details ( thank God I had them) only to find out they only had 1 vehicle. A run down hyndai accent the REEKED of marijuana. The front bumper was damaged and hundreds. The seats were filthy!! The outside was also filthy so I had to wait for them to “clean it up” it was also on E SO I HAD to wait for them to go to the gas station… I had an appointment I had to make that day so I was left with no other choice than to take it. It dives horribly. I did call the next day and told Jaime the female manager about my displeasure. She assured me that I would get another vehicle the next day. I was never contacted about another vehicle and when I tried reaching Jaime again I was told that she was out “marketing” are you kidding me??? Never again. It’s so much more but too long to email about.
Thank you for bringing this to our attention Cheryl. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150625-002466. -Tatiana
On the 14th of June, I traveled to North Carolina for a TDY (Army) visit. Upon arriving to Fayetteville Airport at approximately 2230 hours on 14 June, I was informed the enterprise no longer had any cars left even though I had a confirmed reservation. The attendant told me that I could go to another rental car place and they would honor the price of a compact car. The only other counter available was Avis. I spoke with them and the only two cars they had were either a convertible mustang or a hardtop mustang. I explained to them about the price that would be honored from enterprise and they said this was untrue because their systems were not linked. I had no other options left for a car and since this was the only car that was left, I had to take the cheapest mustang which was for 139.33 per day. At this time I took the mustang that was the cheaper of the two because I had exhausted all other options. The next day I spoke with the manager and she said she would send me an email to ensure that the Government understand why this happened. I still have not received an email. What good is a reservation if it cannot be honored?
Thank you for bringing this to our attention Kevin. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150625-002428. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
My company uses Enterprise all over the country for Business Purposes. We even have a Corporate Account for all of the car rentals with Enterprise to help us save money. Typically, I have booked a car for my boss either by calling the local location in Ridgeland, MS or booking the rental online. We’ve had several issues with this location where when my boss goes to pick up the car, the location doesn’t have any. Even though, the representative on the phone states they have plenty on the lot. We’ve also experienced an issue for when we’ve booked rentals, the location will refuse to come pick up someone from our office. I don’t understand how a company who “prides” itself on customer service, can have such poor standards and treat their business customers in such a manner. Is there not a policy in place that states that when a car is rented online or over the phone, that it will be held for that customer for when they arrive onsite to pick up the vehicle? We’re about to switch rental car companies due to all the issues that could have been handled in the first place if the employees would just do their job and hold cars for their business customers who actually take the time to book a rental car ahead of time.
Thank you for bringing this to our attention Christina. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150618-001984. -Tatiana
Atl Whitney is the worse, im calling corp now!!!
Madam J, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference 150617-001766. -Tatiana
I’ve been a long time customer with Enterprise and i had no problems with them. June 2014 had rented a vehicle for a weekend and when it was time to return the car i could not drive my car and there car so i had a friend to drive and he allowed someone to run into him causing damages to Enterprise car my insurance covered the damages to there car and now Enterprise won’t rent to me it’s called a accident and the car was fixed and it’s a business relationship. To me that’s not the way you do business you rather lose a 20yr business over an accident then the representative was very disrespectful and condescending bad business.
Hello Leon, the only person who is legally allowed to drive the Enterprise vehicle is the person who signed the contract agreeing to the terms and conditions of our company. To discuss this further please email us with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to discuss this with you further. Thanks for posting and we look forward to hearing from you soon. Please reference 150617-001817. -Tatiana
Due to recent cirXXXXstances I have been without a vehicle. As s result it has been necessary for me to rent a car on and off for over a month from Enterprise. I have to say that I have nothing other than a stellar experience with the Enterprise Rental on Mineral Spring Avenue in N. Providence, Rhode Island. The Branch Manager, Jessica DeSalvador, and her team are all very professional, courteous and have gone out of their way to assist me. These days and in these difficult times I sometimes find good customer service to be somewhat lacking. Therefore, I think it is important to acknowledge and appreciate the positive experiences. Enterprise, I hope you’re listening!
Thank you Candida for the wonderful compliment. We are lucky to have you as a customer of ours. I will pass the kind words on to the North Providence location and their regional office. Thank you again for your feedback and have a wonderful day. – Tatiana
Jason at neil st champaign il location is the best he takes care of it all. Plus responds back when calling from out of town. Very fast and knows his stuff very pleasant and polite. A great asset to your location. I rent there all the time. Thank him again for me.
Sheila,
Thank you for your kind words. We are fortunate to have many dedicated employees like Jason who work diligently to see that your reservation and rental experience are fast, efficient, and pleasant. Kudos will be passed on to Jason. We look forward to renting with you again. Safe travels!
Sincerely
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Thank you Sheila for the wonderful feedback. We are so lucky to have you as a loyal customer of ours. I will pass this compliment on to the Champaign branch and their regional manager. -Tatiana
Right now I’m on hold with Enterprise Rent-A-Car in Los Angeles on La Brea. I’ve been put on hold for 10 minutes and previously told to call back to speak to the manager 3 times today. I’ve had to hear Repeatedly “At Enterprise, we love going the extra mile- let us show you what it mean- we treat our customers the way they should be treated”. It’s one thing to SAY this rhetoric but quite another to actually DO it. My son’s car was in a fender bender yesterday and our insurance company said they would set up reservation direct with Enterprise. When I called the Enterprise directly on La Brea, a young lady was very “short” and impatient with questions I asked. I asked to speak to Ahmad the branch manager and she quickly responded he wasn’t available. I called back 2 hours later and have now been on the phone 10 minutes listening to the recording loop over and over again about how “Enterprise cares”. NOT!!! I had a good experience with the manager Ahmad earlier this year so I asked to speak to him again.
My insurance pays $30 a day for maximum of 30 days. I’m hanging up now (on hold now for more than 15 minutes as I type this out and taking my business to Hertz and found they pick up too. Thanks for NOTHING!!!!
Thank you for bringing this to our attention Elaine. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150616-003173. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I am up set with enterprise and I want to talk to the corporate office I ordered a mini van for vacation that we just came back from and I ordered the van over a month in advance hoping it would be ready but it wasn’t first they didn’t have it and then they tried to give me something I didn’t order and then when I finally got the van I took it back to them the same day because they gave it to me with a bad tire and all they did was aired the tire up and told me to take it to get it fixed
Thank you for bringing this to our attention Angela. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150616-003200. -Tatiana
Hello my name is Adelia Ceesay and I have been renting cars from Enterprise for 18 plus years and I have never run into a situation like this..I have never posted a good or bad comment on any website for any reason, but this topped the cake. I am dealing with this issue in which I am taking to the corporate office during this post. I have been recently renting a car from enterprise paying over $900.00 a month and this recent month from May 5th to June 5th I have paid over $1200. My husband is a disabled veteran who has been diagnosis with cancer and we have been through surgery after surgery and needing to rent this car for the drive to the VA and other hospitals. Yesterday I spoke with an employee for the first time in about 3 weeks because I have been having MAJOR issues with the car. The warning light has been on for sometime now, also the car has been driving very terrible and wont go forward to get speed when I am proceeding through a red light. There were other issues and on top of that I received a recall letter for the car the other day. When I continued to call the store in which i’m renting from, I finally got a employee about 45 minutes into them closing and was very much rude and disrespectful as usual. I will sum up this complaint with the fact that the entire staff knows about my situation renting the car, commuting to the hospital everyday with my husband and trying to keep informing the staff, when they never make calls to the customer but instead the continue to charge my card on file. In conclusion we just ran into a very bad storm that Tuesday but the employer insist on me dropping the car off before 5:59 p.m. or they will charge me another day. The other issue on top of that is that they have me owing a balance of $127.00 and can’t explain where its coming from, and they only expressed the fact that if I don’t have the car back by 6. No good rates and poor poor customer service.
Thank you for bringing this to our attention Adelia. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150616-003214. -Tatiana
I have State Farm and was involved in a accident, state farm set me up with Hertz who was suppose to pick me up at the body shop at 8am. By 9am still waiting, Hertz calls and states they can’t pick me up. AL call was made to Enterprise and in 15 m8ns they were they. Thanks Tim from Union Blvd your my hero.
I was not satisfied with the customer service I received at the enterprise in stone mountain. I walked in early that morning (wasnt greeted) with reservation the guy Rolandous was very rude, and we didn’t have the car that we reserve (full size) he added on extra$10 a day for milage I dont ever remember paying that plus I needed all type of references (for what?) Me my husband Aldric Winfield and my mom Patricia Finch (look it up) are very loyal customers I’ve even signed up for the rewards program (all the cars I rent where are the rewards?!) I always rent from enterprise and this time was my worst experience. The guys on hwy 78 where very nice and we had no problems. Hairston location in stone mountain ga is the worst, they always give me a problem they do what they want for who they want. I will rent from somewhere else AND he wanted to charge us for me being an additional driver every day And tried to give us a smaller car saying it was an upgrade! All around bad!!
Thank you for bringing this to our attention Kiki. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150610-002468. -Tatiana
I’ve had a very frustrating and disappointing experience with Enterprise this past weeken. Whenever I needed to rent a vehicle I’ve always gone thru this company but I think this will be my last. I made reservations on their website to pick up rental at my local airport and was given a quote only to be charged double the amount. Nightmare started when I returned from my trip a day later to find out my personal vehicle was towed. They gave me a number to towing company that was unsure if they had my car. Being that they were closed for the day it was gonna be an additional day of storage. Everyone knows that towing fees ar very expensive. I spoke to manager and he apologized for the situation. I never would have left my car if I knew it would get towed. No signs were posted stating you could not leave personal vehicles or it was not on customer agreement. I was stuck paying extra fees and missing a day of work.
Eleanor, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150610-002503. -Tatiana
I am so disappointing with enterprise, and will NEVER rent from them again. My bad experience was not with the local office I rented the car from, or the employees there. It is with the lie that the Corporate Office tells their employees to tell the customers about their security deposits. I rented my car for a week from the office in Jasper, Georgia, and at the time of the rental as well as when the car was returned I was told that my $150 security deposit would be returned to my account immediately. “It is illegal for enterprise to hold your deposit, and we release it immediately to your bank at the time of the rental return” is what the store manager told me. Now, I know that my bank has a transaction pending time limit of 24 hours when a deposit is made, but it does show any transaction that is being released into my account and the time the deposit was put there. Guess what? It is 4 days later – since I returned the rental car and still no pending $150 deposit pending in my bank account from enterprise. I verified with my bank manager that there is no pending or expected deposit from enterprise to my bank for the next two days (a screen that only the bank personnel can use with expected transactions). I called the local office I rented the car from, and was told the same thing that I was told before “It is illegal for enterprise to hold your deposit, and we release it immediately to your bank at the time of the rental return.” It’s a lie people!!! Corporate Enterprise has trained their employees to say that when in fact they do hold the deposit!! They hold it in their accounts as “pending” which allows them to make a daily profit from our deposits that are illegal for them to hold. It’s all a lie!!! According to my bank manager, and after they have looked at the transactions pending my account for the next two days – I will not see my deposit of $150 before the 6th day of returning my rental car from enterprise. That is HOLDING MY DEPOSIT!!! Enterprise – stop lying to your employees, stop lying to the public, and stop lying to your customers that you clearly do NOT care about. Let this go viral people!!! Share the truth about the enterprise lie!! No wonder they claim to be the biggest rental car company in the US. They made their money with a lie they strapped on the backs of the customers!!
I would like to discuss this further with you. Please email us at Care@Enterprise.com with rental/reservation number and any other details. Please reference 150610-002526. -Tatiana
On August 6, 2014, I rented a vehicle through my insurance, which I had to pay a $150 deposit for taxes. The gentleman that did the initial paper work for the vehicle kept asking and telling me that I should upgrade the vehicle. I explained to him that I didn’t want to spend any other out of pocket expenses other than the $150 because that was all I had. The gentleman then said all I had to pay was for the taxes and that the $150 should cover the upgrade also. I asked was he sure, he then added up the cost and said yes it should up until the 20th of August. So I went with the upgrade. When the time came to retyrn the vehicle the manager said I owe $87.60. I asked him how and he explained that the $150 did not cover all the days for the upgrade. I explained to him that the initial gentleman told me it would. I also explained to the manager I had no extra money due to the fact that I had to pay a $500 deductible for my own vehicle. The gentleman that did initial paper work was sitting at his desk and I asked him did he not tell me that it would cover the expenses, he said yes he did tell me that. The manager then added the total and explained to me that it wouldn’t of covered it. I told him at that time that I would of never upgraded the vehicle if I had know it would of added more charges, but I did upgrade because the gentleman kept going on about a upgrade and said that it would cover it. The initial gentleman that did the paper work and I got into a disagreement which he was very unprofessional because I asked him why would he lie knowing it wouldn’t cover it and now I owe more money when I explained in the beginning that I didn’t have extra money for the upgrade. The manager then said I didn’t have to pay it at that time, that they would bill me. As I was leaving the store, the initial gentleman, walked behind my car on his phone giving someone my license plate number. I told him then if something happen to my car I was going to Corporate. I ended up moving to Gorgia and needed to recently rent a car and was declined because of this incident which isn’t fair. There is always two sides to a story and the employee was not right in this case. I hope that this is looked into because I really like enterpise and now that I need to rent a vehicle I can’t rent from you. A very sad situation.
Sheena, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference # 150610-002556. -Tatiana
On June 5, 2015 at approx. 1 pm, I had trouble with the Dodge Caravan I had rented. I contacted roadside assistance and they referred me to the store located on 4545 W Ina Rd, Tucson, AZ 85741 to swap the vehicle. the operator had called the location and verified they had a comparable vehicle available, which she was told they did. 10 minutes later I arrived at said location and I was told they could only put me in a tiny hatchback. I asked about a midsize sedan that was parked right in front of the door and I was told it was reserved. at the same time there was another customer next to me finalizing her rental agreement and an employee drove up in tiny hatchback. she asked if she could get a different vehicle and they gave her the midsize sedan I had just moments ago asked about.
naturally I questioned Mark the sales associate and he replied “well she is a paying customer and a regular, she is a real estate agent and she rents every weekend”. I was appalled at his response and asked to speak to a manager. he told me he was the manager and told me to sign so he can get out of there because he was busy. I walked out with him and demanded to speak to his supervisor which at that time he passed me on to Gabriel who also introduced himself as a supervisor.
I explained the situation and he told me they did not have any other vehicles available without addressing the abuse of Mark. I asked him if he would call other stores to see if they had any bigger vehicles available. he told me he was busy and handed me a list of local stores and told me to call myself. he told me that the only store with cars was the airport location. so I said fine I will drive to the airport and asked him again to call the airport store to place a hold on a vehicle on hold for me. Gabriel said “No you can call yourself I’m really busy”.
outraged I took off and as I was driving to the Airport location I called and the lady who answered told me that Mark had just spoken to her and told her not to swap the vehicle and to refer me back to the Ina location. Infuriated I called back to the Ina store I had just left and supervisor Gabriel answered because Mark was too busy to take my call. I was upset and loud but without disrespecting Gabriel over the phone. he told me that the lady of the Airport location misunderstood them. Gabriel told me that I would have to stay in this vehicle until Monday and that there was nothing I can do.
Bottom line is your employees have no regard for customer service. They a rude and condescending. where do they get off telling me I am not a paying customer. Because my Insurance is paying you directly doesn’t mean I am not a paying customer. who do you think pay the insurance premiums? Wow this company is a joke. In the last three months I have rented from you five different occasions through Lincoln or through my workplace and never had I had this type of treatment anywhere. sadly to say but this will be the last time I rent from Enterprise and rest assure I will do everything in my power to see that my department agency and any other branches I can reach out to so that they seize all business with you.
Needless to say that I will terminate my rental agreement early and proceed with a different company. I hope that you look into this incident if you really do care about customers like you advertise.
I am also requesting a price adjustment because I am paying for a 7 passenger vehicle not a toy car.
Thank You
Sincerely,
Ex-Customer
J. Martinez
915-282-****
Thank you for bringing this to our attention Jesus. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150610-002576. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I called your Senatobia, MS office several weeks ago to make a reservation for 2-15 passenger vans. I spoke with a gentlemen by the name of Bryant. He made the reservation for me and we hung up. Approximately one week later, I called back to make another reservation (completely separate from the first one) for 1-15 passenger van for a different date. I spoke with Bryant again, who gave me the quote and I told him that I was going to get it approved and that I would call him right back to reserve the 15 passenger van. When I called back, I spoke with Caleb who entered the information and made the reservation for me. At the beginning of this week, I called Enterprise and spoke with Bryant to make another reservation (this would be the 3rd) for a different date for a 15 passenger van. He gave me the price and reserved the van. I called back the next day to ask a question about the van and I was told that Bryant had been transferred to another branch (Southaven, MS) and that there were no vans available for the date I requested. I quickly learned that none of my “reservations” had actually reserved me a van. I was told that the reservations are made, but at a later time it was determined there were no vans to fulfill the commitment that Enterprise had made to me. Very upset, I called the Southaven, MS office to speak with Bryant about why he would tell me I had a van reserved when I actually DID NOT. He told me that the way it goes is that he makes the reservations and someone else coordinates the vans. He also told me that one of my reservations (the 1st) was actually in the system. He was going to call the Senatobia, MS branch and confirm and call me back. I never received a call. I called corporate who was going to call the branch to find out what was going on and call me back. I never got a call. I called the Senatobia, MS branch again yesterday and was told that the Manager was in a meeting and would call me back after lunch. I never got a call. I called back after lunch and was told that she would call me back and i NEVER got a call. As I type this email, I am on hold to speak with the manager at the Senatobia, MS office. I have been on hold for 28 minutes as of right now. Ironically, I am hearing the same “on hold message” over and over. It talks about how Enterprise treats their customers the way they should be treated and that’s how they’ve been in business for over 55 years and it goes on to say “Let us show you what that means”. This is laughable.
This is the most horrible customer experience that I have ever had. Again, this goes from branch to branch and corporate also. This is NOT how you treat customers. With all of the reservations that I TRIED to make and THOUGHT I had, Enterprise would be getting almost $4,000.00 in business from me! You would think that a customer would be treated better than this.
By the way, after 32 minutes, Caleb picked the phone back up to let me know that he is at the branch by himself today. The manager that was going to call me back yesterday, it out of town today.
We have 3 trips to take over the next 2 months and I have NO IDEA if I have vehicles or not. COULD SOMEONE PLEASE CALL ME BACK?????
Heather, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reservation/rental agreement number and reference # 150610-002694 so we can address your situation. -Tatiana
I would NEVER EVER do personal business with such people again! On May 28 2015. I was in a car accident with my child in the car. A vehicle struck me on the side. Now I had been already going through stress with that. The claims adjuster set me up to receive a car rental from this company. The J.C. Lewis branch here in Savannah, Ga. On June 3rd I was actually at J.C Lewis Collision center and is where my truck is to be fixed. I waited so long I decided to call and every time I went through about four reps and all I was told someone is coming and someone will call you back. Each time no one had called or come I had my two year old with me and we waited for about 4 hrs and no one still came. I was upset and talked to the supervisor who only told me he would look into and he would call me back. I refused because everyone I had spoken with said the same. But he promised he would and like a fool I trusted him. Never received a call back from him but some girl almost an hour later to tell me they didn’t have a car available. Now this was over 5 hrs of my time wasted. I had to drive my damaged vehicle back home. I was scheduled for a pick up at 9am. No one there again. I waited almost an hour had gone by. Again I spoke with Mr. Tayler trying to find out why it was such a delay and also why did he not call me back like he said. The response I received was well I was busy so… Then I said well after everything I went through the day before me as a customer your telling me you where to busy to call back?! So he say well whatever it was busy so anyway and he was very rude in his tone short talking me and was so nonchalant and I was not to him but I asked him not to talk to me that way. Then he hung up the phone in my face. I cried because I was under a tremendous amount of stress from the accident. I was totally DISCUSTED!!! and ANGRY!!!! I am so sorry that they have such a man in a Supervisor position to represent their company. I hope they reliaze that one bad apple CAN ruin the bunch. I HIGHLY DO NOT RECOMEND SERVICES FROM SUCH PEOPLE!!!! NOT ONCE did Mr. Tayler even apologized.
Thank you for bringing this to our attention Angelena. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150610-002727. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
On May 8, 2015 I rented a vehicle (paid out of pocket NOT thru insurance) from an Enterprise located in Coral Springs, FL after being rear ended by a driver who was texting. I rented the vehicle until May 12, 2015 because that is when the body shop said my car would be done. When the manager Jared brought the vehicle out to me it was dripping wet from just being washed I’m assuming? When I pulled away I heard a whistling noise as if a window or door was open. Upon ensuring everything was closed I seen smudges and handprints all over the rear and windows and melted candies. Lovely!! After making sure everything was closed I continued driving only to keep hearing the whistling noise. Extremely annoying!!! On May 11, 2015 the body shop informed me my car would not be ready until the following Thursday. I called Enterprise The next morning to extend my rental. I had a very helpful friendly employee assist me with the extension and even gave me a weekly rate instead of day by day so it would be cheaper for me. Once again when my vehicle was supposed to be ready the body shop called me and said once they removed the bumper there was extensive damage and my car would AGAIN not be ready. This time when I called Enterprise to extend my rental I spoke with an employee who was unprofessional, rude and not attentive. When I asked how much it would be to extend another week she gave me an amount that was way above the price I had been paying when I asked if the rates had changed she couldn’t give me a straight answer and instead asked my name and put me on hold. I was on hold for almost 10 minutes (which ok I understand maybe its busy whatever the case is) she answers the phone only to ask my name again. I grew frustrated because what were you doing the past 10 minutes… trying to remember my name? I told her my name again and was put on hold. When she returned she gave me another price when I asked the daily rate she once again couldn’t give me a straight answer. She then told me to “hold on” well she never put any holding music and I overheard her slam the phone down and take a personal phone discussing what she was doing for the evening. GREAT CUSTOMER SERVICE. When she returned I asked another question and I didn’t hear a response. After saying hello…. hello….. hello THREE times she says WHAT I said can you connect me to someone who will help me she replied IM THE ONLY ONE HERE WHAT DO YOU NEED. So I hung up. I called corporate and the had the store “manager” Jared contact me. I now know where his employees get their great customer service skills from because when he called me he said its was “a little incident”. He gave me the same weekly rate I got the first time. Ok great. Settled. My brother placed a call to corporate after hearing about the way they treated me. Corporate had Jared call me once again and when he called he said so I heard you placed ANOTHER call to corporate whats going on now. And I told him I don’t think the way I was treated was appropriate, I informed him about the damages to the car when I got it and how it was dirty. I also explained in full detail about what happened with his employee. Once he heard what I had to say about his employee he immediately started sticking up for her saying he knows her “personally” whatever that means and that he doesn’t think she would do something like that. Pretty much implying I was lying. Once again DISGUSTED. He offered me a $4.00 discount for the remaining 4 days I was to have the rental. I quickly wrapped up the conversation and ended the call. Finally my car was ready to be picked up and I went to Enterprise to return the vehicle. Jared was at the desk as well as another Manager by the name of Monique Lay. Monique was the one who dealt with my check out while Jared stood next to her assisting another customer. She was very professional!!! She asked about my experience and when I explained to her what had happened from the day I got my rental til me being there to return the vehicle she was extremely apologetic. While reviewing my receipt she said “let me see what we can do to right this experience for you” Jared immediately stopped assisting the customer point to the computer screen and said “no that’s fine for her”. She said um ok and printed my receipt. She then gave me her card and wrote on the back that I could receive a 10% off next rental. I let her know there would not be a next time. She again apologized and said she would call corporate to contact me because she felt horrible. Corporate never contacted me. I have contacted corporate in total 6 TIMES SINCE May 20, 2015. I HAVE EXPLAINED THIS ORDEAL I HAVE WENT THRU WITH ENTERPIRSE OVER AND OVER. THEY ACT SO CONCERNED AND WILL PROMISE YOU SOMEONE WILL CONTACT YOU BUT ITS BS… THESE PEOPLE DO NOTCARE. WORST CAR RENTAL SERVICE EVER!! IT IS NOW June 3, 2015 AND NOBODY FROM CORPORATE HAS CONTACTED ME. I SPENT ALMOST $400.00 WITH ENTERPRISE. NEVER AGAIN!!! IF YOU CAN GO ANYWHERE ELSE PLEASE DO SO. SAVE YOURSELF THE HEADACHE.
Hello Rachel, I am following up with upper management right now. For additional questions please email us at care@enterprise.com with reference number 150521-000539. -Tatiana
Like one of the other customers , filed a so call claim with corporate office, still awaiting call. There is definitely embezzlement and fraud going on at the peactree duneoody location in north ga.Called area manager twice on cell, phone call ignored. I have to now seek legal counsel to address my issue because enterprise does not care. Beware of unauthorized charges on your accounts.
Hello Benqueshya, thank you for the post. I am following up with the regional office right now. Please email us at care@enterprise.com for any questions you may have. Please reference 150602-003171. -Tatiana
I cannot say enough about the wonderful treatment I received from Mrs. Shannon Lammert your senior Customer Assistance Rep. out of the Moab City office in Utah. I have been an Enterprise customer for over 15 years, and have rented all over the Us, but never have I received such incredible, caring treatment as I received from Mrs. Lammert. She went out of her way to make sure I was comfortable with the pick up, drop off and the vehicle itself. In addition she made sure I knew where I was going, what to expect, and seemed to know in advance my needs. Mrs. Lammert is a credit to the Enterprise Organization and I would like to see her commended in some way.
Hello Rev. David, thank you for the wonderful compliment. I will pass the kind words on to the Moab regional office. We hope to see you again soon. Have a wonderful day. -Tatiana
I was in a car accident an I had gotten a car from enterprise located in centerville,ohio it was a insurance claim.i need to place a 30.00 deposit so I could have a car that day and the insurance adjuster was reimbursing me the deposit so i could have the car to work because the Manager Chris Patterson said they could not bill to insurance company that is responsible for the rental fees.So i use my cc to get it to go to work. While I was there M.Patterson got the paperwork all finished and without looking over the car he was pushy about me signing the agreement before anything was looked over or seeing the car.I was told before I could take the car I had to take the extra damage waiver I ask why I have full coverage insurance and my insurance will cover .I was told its a policy .It was 18.99 a day so I ended up paying 142.56 .I was only supposed to pay $30,00 dor the deposit .He said it was for the damage waiver THAT I HAD to intial in the box.that was on 05/16/2015 .On 05/27/2017 i was charged again on my CC another 142.56 when I had called about it I was told it was for the damage waiver that was supposed to be removed on 05/17/2015 ,I had the car 15 days. The car I had got a huge nail in the tire I called enterprise 800 number and was sent to roadside assistance and was on hold for over 1 ho29ur,I was strained in Yellow Springs ,Ohio with a tire with a nail in it that was loosing pressure .I was working so I the gas station did a temporary fix to get me back to Dayton,Ohio .I was instructed to be roadside assistance that noone wil not be able to cone fix the tire and since it was after 6:00 pm the closest enterprise was at the Dayton Airport since they are 24 hour service and they could either repair the tire or exchange the car .So they exchange the car.Both cars were filthy inside smelled of dirty socks the exchange had brown stuff all over the on the ceiling and cigarettes burn or somethin on the floor ,On 5/29/2015 I need to return the car because my jeep was done and i was at work until 8:00 pm so i was told to take it back to the airport return station.I get there to return the Assistant manger in training said he wasnt going to be able to close the agreement out and wanted to charge me $20.37 ,I said no this is all takin care by the insurance company.I called the insurance adjusted who reserve the car and told him that they are wanting to charge more money .He talk to the trainee on the phone and told him that he didn’t what the charge was.Then he looked more into the computer and it was for the waiver protection.That again I did not need but was told i had to have before enterprise could release a rental to me ,I looked at my bank statement and i was CHARGE AGAIN today $20.37..ENTERPRISE SHOULD HAVE NEVER CHARGE MY CC FOR NOTHING MORE THAN $30.00 ON 05/16/2015 .But it seem like that all these charges are appearing on my CC when EVERYTHING is to be billed to the insurance company that is on the agreement,, I have rented from enterprise for many years and each and everytime I end up getting screwed in the long run..I would and feel I should get a full refund of ALL charges that have been charged .I only gave authorization for $30.00 to be charged not $305.41 The staff at Enterprise Rental in Centerville,Ohio on Loop Road really need some serious personal skills training and training on how to do agreement because NO CUSTOMER SHOULD BE ASK TO SIGN A AGREEMENT WITH OUT GOING OVER THE CAR.Also i seen scratches on the car #1 that was very big and Mr.Patterson said thats no bad we don’t worry about then unless they are bigger than a dollar bill ,I feel it the from of the car is scrapped across the entire bottom thats bigger than a dollar.There were several scratches longer than a dollar. I had to mark on the agreement the areas where the damages to the car were located.i also stated to Mr.Patterson the TIRE that went flat it looked very low he said they have a thing in back that check the tires and the pressure in the tire .The car smelled of locker room socks ,He showed me what the gas gage was on and never went over the car with me about the inside of the car. I had to search for how to raise the seat so i could see over the dash of the car .Car#2 assistant manager trainee (Dayton Airport)was nice in the beginning until I told him that there should be money owed . But to be professional he needs to cover the tattoos that are covering his whole arm and neck .but that doesnt matter ,But they accepted the return when asked for a receipt showing i return the car he gives his buissness car with his name on it say I returned care on date and time and got upset because I had ask for one .I ask him now there is nothing going to charge to me he said no its going to be forward to the insurance company for payment,THEM BAM Enterprise ends up charging my account AGAIN….
THIS MATTER NEED TO BE RESOLVED IMMEDIATELY !!
Thank you for bringing this to our attention Robin. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150604-002252. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Wooowww! Im beyond pissed with this company! Never again will i rent a car here. I will definately use Budget. I called corporate to discuss my concerns to begin with from the beginning…however i forgot that it is sunday and theyre closed… sooo i talked to a customer service rep and im telling him what happened and my experience and he basically lectures me and makes it seem like its my fault… and then tells me to speak to a brach manager for my concern and i said that i didnt want to because the branch i went to..all the people theyre are just very rushed and pushy and kind of rude.. so i said thats why im trying to call corporate and he freakin hung up on me!!! Enterprise will not hear the last of me.. consider another customer gone and i will definately not recommend enterprise to anyone!
Thank you for bringing this to our attention Kaylan. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150604-002418. -Tatiana
I am writing this to express my EXTREME heartfelt disappointment with Enterprise Rent-A-Car. Regarding claim number 06271687, I’m going to start from the beginning. With my vehicle being worked on in the body shop of Elder ford, it took longer than expected to repair, so the body shop manager
(Jacqai) offered us a rental car to use. When picking up the rental, the compact car I was going to get was due for an oil change, so they offered up a F150. It didn’t matter to me, I just needed transportation to work. We went out and the Enterprise employee did a “walk around’. He then made me do a “walk around” . The vehicle orientation was such that the front was facing the sun and the rear was in the shade (the Back lot of that location was pretty shaded at time of rental pick up. The color of the rental was a dark green, a color that might be harder to see such small damage in the shade.
Plus, I’m not a body man trained to see every little nook and cranny of a vehicle. Anyway, I drove the vehicle home ( 1 mile) and parked in my driveway. I was actually standing by the tailgate of the truck talking to my neighbor and noticed a mark on the driver’s side, upper part of the tailgate. I didn’t feel my hand over it, just thought it was a mark or small scratch. Should I have called and said something? Perhaps, but, now looking back it wouldn’t have changed the outcome.
Note: That truck wasn’t parked anywhere except for my driveway and a secured parking lot at Ford Motor Company. When returning the vehicle, the Enterprise employee noticed a mark on the tailgate when we walked out (he was giving me a ride to Elder Ford).
At the time of vehicle drop-off, the truck was parked with rear to the sun and front to the shade. He actually had to feel both sides of the tailgate to determine that there was a small dent. Inside the 13&John R location an Enterprise employee proceeded to do a damage report and want me to sign.
Right? There was not one thing noted in the report of my statement, or what I had to say. I did call and talk to my Insurance agent at that time, but DID NOT flie a claim. To me filing a claim was admitting that I did some type of damage to that vehicle, and I DID NOT. When picking up my repaired vehicle I immediately talked to the body shop manager Jacqai and told her what happened at Enterprise. She sounded very assuring that she would take care of the problem, but Enterprise would not release the truck to her for her to repair. She made many calls to various Enterprise people with no results.
I received a call from Enterprise about the damage/claim and told her at that time I wanted to file a “Dispute”….funny thing is that the guys at the 13&John R location told me.. “you can file a dispute claim, but nobody ever wins”… Really, that’s the type of company that Enterprise is..?
2-3 weeks later I received a voicemail from Eric Zubal (on a Friday evening, about 430pm). He assumed I made a claim, and proceeded to tell me that he looked back at the last 5 contracts and there was nothing noted about the tailgate. Well, the man back at the 13&John R location did the same thing, But, he told me it had only been rental out three times prior. I felt that I needed to talk to Eric Zubal, and try to resolve this matter. I left him voicemail’s on 4/10/15 at 5:06pm, a voicemail on 4/14/15 at 1:38pm and a voicemail on 4/17/15 at 9:45am. Eric does NOT want to return my calls.
Diana, you had called me I believe on 4/17/15 in the morning. You told me I needed to talk to Eric, that’s when I left him the 9:45 message. Diana, when I first talked to you on the 17th , you sounded kind of “helpful”, But today you seemed more worried about clearing a folder off your desk, than maybe trying and help get to the bottom of this.
I’m sure my wife and I will end up filing a claim with State Farm. But I do guarantee this. I will rally the troops against Enterprise Rent-A-Car, via Facebook,etc. I work for an Auto company and work closely with many people within the company that do a lot of business travel. I will tell my story, make sure they DO NOT USE Enterprise-A-Car. Anybody reading this, please…please dont use Enterprise. Please dont Please…
Ron Kelenski
Thank you for bringing this to our attention Ron. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” and reference # 150604-002437. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I have had the worst experience with enterprise over the last couple of months. I work out of town remodeling retail stores for 3-6 weeks at a time. I have gotten extensions before with no problem. Now the office that I’ve been renting from has been making that’s, called me dumb and has been extremely rude. Then whenever he reaches out to me it’s via text, then I respond via email and he has a problem with that. That’s so unprofessional, considering I like to be able to keep record of all communication. Now he’s texts me this morning and I’m just sick of it. I can’t work like this, he knows that sometimes I work in rural areas where there isn’t an enterprise nearby but he doesn’t care. At this point I just need one more week and I will never rent from that office ever again, I may not rent from enterprise ever again. I know being late is frowned upon but I’ve always paid and I try to maintain communication, but there’s no need to be rude or disrespectful.
Marie, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference 150604-002455. -Tatiana
In September I needed to have work done on my car at a local dealership, When I dropped off my vehicle to be repaired the rep told me that they did not have a loaner to give me at the time but that they had a contract with Enterprise and all I needed to do was to go to enterprise and let them know that the dealership sent me due to them having no more loaners that day, I was told that i can get a car from them and the dealership will pay for it, Enterprise confirmed that they do have a contract with the dealership in the event that they run out of loaners for there customers, I speciffically asked the enterprise rep again to confirm, I asked ” I am not paying for this rental correct”? The rep replied “NO and assured me that I would not be paying for the rental and that the dealership would be paying for it, My car took 4 months to be repaired once my car was done I returned the rental to enterprise, They did not ask me for anything< no money nothing, Now 4 months later I recieve a call from the manager at enterprise telling me that I will have to pay for the rental, The manager was extremely rude and threatening, I told him that I would contact the dealership to get this resolved, I then stopped into enterprise to follow up and again the Manager started to threaten me again, Telling me that if he doesnt have a check by noon on friday he will charge me the amount of the rental for the 4 months I had it. I explained to him that this is between enterprise and the dealership I am not responsible to pay for the renatl due to the dealership and enetrprise both telling me that I would not have to pay and now 4 months later enterprise is coming after me the money because they are having a hard time collecting fit from the dealership, The manager was very rude to me < he made sexual remarks to me saying that he "would be the best that I ever had" He is extremely unprofessional and his behavior is shameful and offensive, Enterprise should be ashamed employing someone like that. I would like them to stop harrassing me for the payment that they should be getting from the dealership not from me just like they said from the beginning. I would also like an appology from enterprise for all the aggravation they have put me through and the disgraceful behavior of that so called manager. I feel like IF they felt I was truly responsible for the payment of the rental car then why didnt they take it when I returned the car?? why wait 4 months to ask for the payment?? Obviously the dealership is delaying paying them so enetrprise decided that they would just harrass me for it even though I was never responsible to pay for the rental. They are trying to charge me $2,700 I would appreciate your help in this matter, Thanks
I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference 150604-002520. -Tatiana
Congratulations on alienating another patron with your Draconian policies for Debit card holders.
I have been with your company for about 20 years, and been more than satisfied. Recently I moved to Vallejo California and wished to continue renting from Enterprise. My first visit was very awkward being that I have never had to bring:
1. Two current utility bills with no balance due
2. Proof of employment (paycheck with my address)
3. Fill out a personal information sheet with a phone number and adress to verify my employer (every time I visit).
So having paperless statements, I had to send a copy via email to the branch so they can print it out. My paycheck has the address on the actual check portion, which I deposited (the stub has no address). This last visit I was refused a rental based on a amount due on my utility bill. The agent said I could use my car insurance instead. When I told her that it was a motorcycle policy, she asked if it would cover liability for driving a car. So now my insurance has to cover rentals? I thought she was asking for verification of residency address. Why, if you offer your own insurance, which I take, would this be a issue? Never ran into that one before. Also, why would a balance due on a utility bill matter? If you are taking the amount of the rental and deposit out of my bank account, this should be sufficient. If the money is not in the account then obviously it would be declined. I also rent through a corporate account that has been established since 2004. There seems to be no way of retaining this information as I go through the process every visit. I know you want to protect my personal identity but is there nothing that can streamline the process by recognizing that I am (was) a long time repeat customer?
I would say that the responses from the counter agents and you corporate office were insincere and to just state the policies over and over again (like a robot), not to find a solution. I am asked every time after I rent, “What could we have done to make your experience with us better”. I would say re-examining your rental policies might be helpful. When I managed for Vans shoes we were told to read Exceeding Customer Expectations or Driving Loyalty, by Kirk Kazanjian. Those books are about your company, Enterprise, if you didn’t know. Perhaps your policy makers should brush up.
I was able to rent from Hertz located just down the street without any hassle or additional paperwork other than my drivers licence and my debit card.
Please do not reply with a “Enterprise Cares” email asking for more details as I already have a phone complaint lodged and will be awaiting the response from that.
Eddy, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference 150527-003392. -Tatiana
we rented a car may 23
pick up number is 269406526 we went at the allotted time at 10 am may 26 to pick it up the price was $109.27 total charges.
When we got there they said t would $144.00 not the agreed price,,we said that was not what the agreement said.
We walked away,,this happened once before with Enterprise we had to take the car then no time to make other arrangements,,we said never again,,my wife type in the reservation I said I do not like Enterprise but again did not see it until we were at the Salt Lake City airport.airport. Again Enterprise failed to live up to our written agreement.How do you stay in business I a writing this so any other poor succor does not get ripped off,traveling is high pressure making n keeping schedules,,, Enterprise takes advantage of the time clock by changing agreements at the last min. knowing customers are under pressure to get to their destination.,,a terrible business plain if you ask me never again.
Larry, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch locations, rental/reservation number and any other details. Please provide reference #150527-003415. -Tatiana
Customer service at N I 10 service road location needs improvement. With it being a holiday weekend full size vehicles are scarce. After trading a intermediate size to a standard size vehicle I found a full size would be required for my family. In an attempt to avoid the holiday rush I began making calls and was told this location was able to accommodate my request. I explained to the rep that it was an insurance rental but I’d pay the difference, she replied she’ll work with me upon arrival. A few minutes later Taylor calls back to advise my husband had to be present in order to swap the vehicle. I explained to her that I’d swap cars at another location within the hour and the insurance claim was in my name but the contract being placed in my husband’s name was handled by Enterprise. Taylor insisted my husband had to be present which was fine. The conversation ended at this point or so I thought…… Taylor and branch manager Ryan decided to have a conversation unaware the line hadn’t disconnected. I arrived and explained to Ryan that I heard the entire conversation and DID NOT receive as much as an apology. First he stated he was assisting Taylor, next it was he didn’t know what I was talking about. He had so many excuses regarding the car swap I don’t think he’s aware of that fact of a customer over hearing a conversation is unacceptable. His obvious lack Of customer service skills is extremely disappointing.
I made a car reservation more than a week ago for today to pick up the rental vehicle at 2pm at the Coral Springs Wiles Road location. I just called the office to pick me up and they I for me there are no vehicles available???? And that Corporate is trying to find vehicles to bring them to the location. But there’s no guarantee that I can leave at the time requested, OR that they will have a vehicle available. Why was I not informed of this yesterday????
I’ve always made it a point to rent a vehicle from Enterprise, this is the last time. You are ruining my vacation
Thank you for bringing this to our attention Marisa. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150527-003431. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Mrs. Manuel,
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@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 the number 150524-000813 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Do not, I repeat, DO NOT do business with the Enterprise in McLean Va on springhill road. They conduct shady business and look for any scratches on the car to make you owe more money. They do not care about their custumers. I will leave a bad review on every page I can find in order to warn everyone in the northern va area to go somewhere else!!!!!!!!!
Andrianna,
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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference the number 150524-000800 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I have been with enterprise rentals for several years with our business and tpersonal at the Albany,Ga (ABY) Airport, I am completely dismayed by the obnoxious Rep there (Toby), he actually came to our home like he was the police or Repo guy..very weird and stalkish. I’m not sure how he is the Rep our Franchise owner or what. But rude indeed and the BRand of enterprise is no longer on my list of favorites.
Hi Daphne,
We appreciate you bringing this to our attention. We value your feedback and would like to discuss this with you in more details. If you’d like, please send any additional information you have to care@enterprise.com with your contact information and reservation or rental agreement number (if you have any). When emailing, please use reference #150519-002162 in the subject line so we can best assist you. Thanks! -Michelle
Redlands Enterprise.
I dropped off my vehicle at dealer and called in to be picked up.store is not too far from dealer.
They never showed after waiting 1/2 hour so i just walked .
Took me about 30 minutes to walk there .
I get there and they dont have my rental available.
I reserved Friday to make sure it would be there.
They dont know what to do so i called another location Myself and found a vehicle.
Its been 20+ minutes now since i called and notified rep at redlands store and im still here waiting for someone to do something about it.
All i see is people walking around.
The only helpful person here is a chubby Afro American guy with the best attitude who is now giving me a ride to the other location.
im just hoping its a large SUV .that is what i originally booked.
they need to get the previous management team
back here .
Thank you for bringing this to our attention Noe. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150520-002652. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
To Whom It May Concern:
I am writing you in reference to an incident that occurred with your site in New Carrollton, MD. It began when your site retrieving the vehicle without giving sufficient notification of the retrieval. The notification was so insufficient that the police was never notified, who advised me to report the car stolen. It was not until I called your organization and found out that it was retrieved by the New Carrollton site. I had several items in the car that I had to retrieve out of the car. When, I went to pick up my items, I was horrified and shocked to realize that several items were missing from what I had in the car. All, the missing items was very expensive that was stolen. I know that my items was not taken out of the car and placed to side, but my belongings was sorted through and then placed to the side. It became very apparent that it was sorted through because additional information was given to me when I said an item was missing. For example, I indicated that my drill was missing and never said anything about drill bits associated with the drill, but someone indicated that they never saw the drill set. I never said that it was a drill set but my drill. In addition, my personal information was sorted through as well. We have notified the police regarding this matter and filed a police report for the stolen items. If my family and I do not get a proper outcome to this matter, then we are prepared to seek legal action to get a resolution to this matter. I find the cirXXXXstances very troubling and unfortunate because I have been renting from your organization for over fifteen years and this site has tarnished your reputation. It is very safe to say that neither I nor my family will be renting from Enterprise ever again.
Renee, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reference #150520-002691 and reservation/rental agreement number so we can address your situation. -Tatiana
I don’t have a question, I have a complaint. I rented a car last weekend (the rental agreement number is above). This is the first time I have ever rented a car. When I went in to pick it up, I asked the agent how much a damage waiver costs, and he said $18.99, so I said I wanted it. He did not say $18.99 per day, so I naturally assumed that he meant that was the total cost, and it wasn’t until I returned the vehicle that I learned that the actual price was $18.99 per day. This was deliberate deception on his part to try to get me to agree to the waiver, and I am VERY upset about it.
Because he did not tell me that the price was actually $18.99 per day, your company should reimburse me the $37.98 I had not expected to pay. I would be willing to accept a free weekend rental instead. I have a reservation for a rental for this weekend, Confirmation Number: T0GDND. If you would be willing to make this a rental a free one, it would make up for the way I was deliberately deceived. If you will not give me a free rental, or reimburse me the $37.98 I had not expected to pay, and I will never rent from your company again, and I will warn everyone I know to do the same.
Hi Roxanne,
We value your comments and would like to connect you with the proper management to further address your experience with our Springfield location. Please send any additional details to care@enterprise.com with your contact information (phone number) so we can do so promptly. When emailing, please use reference #150519-002205 in the subject line so we can properly log our correspondence and best assist you. Thanks! -Michelle
After many years of using enterprise for both personal and business rentals, I have reached the end of my tether. I called Enterprise to book a car for 1 trip in Israel. I was given a quote of about $55 for the length of my stay, about 11 days. I thought that was too good to be true. Sure enough I get an email confirmation completely contradicting that. When I call to complain, the supervisor admits it was a mistake and GUARANTEES me an $11 a day rate. I ask if that is the total cost, and am assured it is. I check before I fly again, to make sure and another supervisor reassures me it is in the system.
After flying for 16 hours, I get to the Tel aviv airport desk, when I am given a completely different rate. I tell them to look in the computer and see the reservation being at $11 a day not $16.12 a day. I am stoically told no. I ask them to call enterprise US which they refused. So I call myself, (not a cheap call either) and wait on line until I get a supervisor. The lady I talk to assures me I am correct, so I give the phone to Aviv, the manager who talks to her for a while and then he tells me that I am correct and he will honor the rate, although the agreement will say its at $16.12 a day. He then tells me of a mandatory insurance rate of $20.46 a day for liability. Why was that not on my original quote?? That should be mentioned. That is $245.52 above what I am quoted. Anyhow, I take the car, which breaks down the next day and stalls out on the freeway. After an hour of managing to get it going, I return (an hour journey) it for another car, sans any apology. I used the replacement car until a rain storm comes only to find out the windscreen wiper blade is old and just smeers the rain. I cannot drive and am stuck until it stopped raining. I call enterprise to be told that I have to go back to the airport (another hour) which I do. I am given a total hassle, when I am tell them I simply need a new blade so i can drive. They ask me to exchange the car. I do and then they try charging me for used gas. I explain I did not come to change the car just the blade. Anyhow, after all this hassle I return the car. I go to the enterprise desk and ask for a written complete receipt of what the charges are. Reluctantly, I am given a receipt with the original charge they tried charging of $482.10 (based on $16 a day) crossed out and with a handwritten $377.52 as the final charge. I took that and went home. Only to find a month later a charge goes on my credit card for $482.10!!!!!???? What kind of company are you running here? This is a mad waste of my time, terrible service and fraud. I’d like someone to contact me ASAP regarding this.
Hi David,
Thank you for bringing this to our attention. Your feedback is important to us and we’d like to take a closer look at the experience you had with our Tel Aviv airport location. Please send any additional details to care@enterprise.com with your contact information and reservation number. When emailing, please use reference #150519-002297 in the subject line.
Thanks,
Michelle
Social Monitoring Coordinator
ok…I’ll try again with this email address…….
This email address given by enterprise in order to contact for resolution is INVALID. IT DOES NOT WORK! What is going on??? My complaint doXXXXented here on April 29th has not been addressed!!!
I rented a car last week and just brought it back and they tell me that it has a scratch on it. Now I can’t get my deposit back. I told the guy that dealt with me I have no car insurance and he then told me to give him $20.00 cash for the insurance and as I brought the car back they told me he was fired for taking cash from customers. And when I told them about the $20.00 for the insurance they said I have no proof, but yet they said he was just fired for theft. He was taking the customers money and not recording it. He did not even do full inspection on the car and the tank was on empty. I am not going to take this crap. I am getting a lawyer right away if I don’t get back my deposit. This office is located in Winter Park FL on Fairbanks.
Hi Sheryl,
Thank you for bringing this to our attention. We would like to help connect you with the proper manager to further address your experience with our Winter Park location. In order to do so promptly, please email any additional details to care@enterprise.com with your phone number and reservation or rental agreement number. When emailing, please use reference #150519-002330 in the subject line so we can properly log our correspondence and best assist you.
Thanks,
Michelle
Social Monitoring Coordinator
I had a reservation for a car at your Navy Blvd location on 5/8/15 @530p. I arrived at the location, and I waited, when I reached the counter a gentleman(Josh) attempted to help me when the manger Tolanda stopped him and told the rep to help the person behind me (totally skipped me). After another 5 minutes of waiting, she asked how could she help me, I told her I had a reservation for 530p. She then told me “I don’t have any cars, all I have is a truck”. I told her “I did not reserve a truck”, she then told me “you can wait and see if something comes in, and I don’t know how long that could take”. She also stated “that we don’t guarantee you a car, we just rent whatever we have”. Horrible!! (Also there was another customer there that had been waiting since 230pm for a car-she was pissed too). Unacceptable!!! I left your location without a Enterprise car, and drove over to Budget Rent A Car (Davis Hwy) where I was given a car immediately. The customer service provided by your manager at this location is horrible, and making a reservation is useless! Your manager Tolanda is rude, short, and very unprofessional-she does not need to be managing anything! I will Never rent from Enterprise again, because they almost ruined my entire trip to Tampa, FL Thank God for Budget Rent-A-Car( And a Good Credit Score)!
If you have any questions for me regarding this horrible ordeal, I will be more that happy to discuss .
Hi Lakynda,
Thank you for sharing the details of your experience with our Pensacola location. We would like to further discuss this with you directly. Please send all the details to care@enterprise.com with your phone number and reservation number. When emailing, please use reference #150519-002379 in the subject line so we can best assist you. Thanks! -Michelle
DEAR EXECUTIVE, PLEASE HELP ME IN THIS MATTER. OVER 20 YEARS I HAVE BEEN RENTING CARS FROM ENTERPRISE AND I LOVED IT. NEVER GOT INTO A ACCIDENT,NEVER DAMAGE ANYTHING ,,GOOD RATING ON MY RENTAL HISTORY. MY SON RENTED A CAR DUE TO HIS CAR WAS TOTAL. HE SUPPOSE TO HAVE RENTED IT FOR ONLY 30 DAYS, WELL THE INSURANCE CO DID NOT TELL HIM THAT SO I HEARD. HE BROUGHT IT BACK OWING ENTERPRISE SOMETHING. I RENTED A CARD 5 TIMES AFTER THAT. MAY 1 I HAVE RESERVATIONS TO COME AND PICK UP MY CAR GOT THERE AND THEY TOLD ME I COULD NOT RENT A CAR FROM YOU ALL ANYMORE, I WAS SO UPSET AND HURT. HE STATED MY SON OWED MONEY AND I COULD NOT RENT A CAR. FIRST OF ALL I AM NOT MY SON. I HAVE BEEN RENTING FOR A LONG TIME. I DO NOT WANT THIS ON ME . THE MANAGER TOLD ME SINCE OUR LAST NAME ARE THE SAME THERE WAS NOTHING HE COULD DO. IT WILL STAY ON THERE, FIRST OF ALL THAT IS SLANDER ,THIS IS MESSING UP MY NAME. PLEASE ADVISE WHO I NEED TO TALK TO OR PLEASE GIVE ME THE PRESIDENT NAME OF THE COMPANY SO I CAN WRITE HIM.
Hi Adrianna,
Thank you for reaching out to us. We would be happy to learn more about your experience and get you in contact with the proper management to address. Please send any additional details to care@enterprise.com with your phone number, date of birth, driver’s license number and the issuing state of your driver’s license along with any rental agreement or reservation numbers and the exact rental location. When emailing, please use reference #150519-002456 in the subject line. We look forward to assisting you. -Michelle
I schedule a pick up for a minivan on Wednesday, May 6th. When I arrived at my pick up time at the Raleigh location on Capital Blvd (5105), I could see that there were no minivans on the lot. The 3 rental representatives were working with other customers, so I waited. No one acknowledge, that I had enter the room! I waited almost 20 minutes to be served. After all of my information was taken, the rep (Richard) started speaking to his colleagues and did not address me. I could hear them speaking about not having a vehicle, so I asked him was the vehicle I reserved on the lot? His response was curt and nonchalant:”we’re getting a vehicle”. After 1 minute with no conversation with me, I asked again, specifically stating:”I don’t see any minivans on the lot, so the vehicle i reserved is not here; is that correct?”. His curt responses continued with an attitude; it seemed he was bothered. I explained that I would now be late for my meeting, and he was nonchalant. Finally, he had to take me to another branch that had an available minivan. When I got in that vehicle is was almost out of gas; literally, the needle was right above empty. This meant that I had to find a gas station and gas up, before getting on my way. I was late and disappointed by the poor customer service experience.
To make matters worst, I returned on Friday for another rental I had reserved and had the same representative, and a very similar experience. I ended up with him driving me to another branch, and again very little gas (less than a 1/4 tank). This whole experienced took over one hour!
The only thing that would bring me back to this branch, is the fact that I recieved excellent customer service when returning the vehicles from 2 different representatives: Pete and Tiffany!
Hello SG Jones,
Thank you for bringing this to our attention. Customer service and satisfaction are very important to us and we would like to further address your experience with our Capital Blvd location in Raleigh. Please email care@enterprise.com with your phone number and reservation or rental agreement number along with any additional information you wish to share. When emailing, please use reference #150519-002496 in the subject line.
Best,
Michelle
Social Monitoring Coordinator
The Covington pike location in memphis ,TN…customer service. ..is the worst ever!!!!!certainly..this location lacks leadership and its obvious the branch mgr , lacks management skills. ..this location certainly not committed to customer services, nor being consistent with the company expectations to deliver the right vehicle as well as reservation to their customers. ..This kind of poor services is unacceptable!!!!! Hopefully someone at corporate level see this complaint and react to make positive changes to better the business and services. Needless to say. .I went to avis rental got better service and the car I requested..at an cheaper rate…great job avis. Will not be going back to enterprise.
Thank you for bringing this to our attention Deamion. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150511-002995. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I rented a car from enterprise on april 6, 2015. for two days or so I thought my business ran over time and there was no way I could have return the car back with in that time
so I called enterprise to advise them. I will be keeping the car for an extra day, No problem. The problem is that I was so quick to get the car back to them , there was no return expection, the female attendant. whispered or so she thougt there was body damage which i know for sure there wasnt. All she told me was the amount of my rental. My other problem is that I left a bin and two green drawstring bags in the back. I didnt realized this until I got back from another trip and my son asked me did I remove his stuff before I took the car in. I called enterprise 29130 S. Dixie Hwy in Homestead Fl. The same female attendant. said no, My son worked for enterprise and know there protol call when dealing with items left in cars. I know we wont see his laptop or clothes again but its a dam shame people are so dishonest and would jeopardize their job and a company’s reputation.
Kimberly, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150508-001679, rental/reservation number and any other details. -Tatiana
I filed a complaint and called the corporate office about the issue with Enterprise on Southern Blvd in Royal Palm Beach, Fl…..I expected to get a call as I was told. No such thing happened and I am still waiting for a response…………
Hello Madge, I am following up with the regional office right now. If you have any additional questions please contact us at care@enterprise.com. Your reference # is 150424-001534. -Tatiana
These people are liars and making your company look bad they tell you onething and it is something totally different in the end I will never ever tell anybody else to rent a car from you again you need to fire everybody and Start over I drove 40 miles what a wast.
Thank you for bringing this to our attention Lynette. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150506-003073. -Tatiana
Insurance fraud. I returned a car this morning, black Nissan, and was told that there was a crease across the rear bumper. They said this damage was not there prior to my rental. I did not notice the “crease” doing the walk around but it was very hard to tell due to the weather and sunlight conditions when I picked up the car. I live in Maryland and the car I rented had NY tags (which were dent). The manager and sell person had to bend down and look from the side to see the “crease”. When I asked the manager why he had to stoop down, he claimed he could see it without bending. He asked me to rub my hand across the bumper To make a long story short, I had to pay a $200 deductible and filed a claim against my insurance. I know the $200 will go the Enterprise.
When I asked “how could this crease be made without any other damage, I was told that perhaps someone bumped into me. What a stretch.
This is the first time I have encountered a problem with doing business with your company. I was surprised and dismayed by this sham to get an extra $200.
I am encourage anyone to take pictures of the car you rent from Enterprise if doing business in PG County, MD. Avoid location at 6345 Livingston Road, Oxon Hill, MD.
Thank you for bringing this to our attention Blanch. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, rental agreement (RA) number, “DX” or claim number and reference # 150508-001682. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Preparing for COURT !
My mother of 83 years old rented a car from your Murfreesboro ,TN location in March
due to her car being damaged from a recent storm. She dropped her car off at the repair location and Enterprise delivered the rental to the repair location.
After her car was replaced she returned the rental car to the repair location, as directed, and picked up her car.
A couple of weeks later she received a bill from Enterprise indicating that she would be receiving a traffic citation from the city. ( This was from a traffic camera).
My mother noticed the picture and doXXXXents from the citation indicated the violation took place the day AFTER she returned the rental car- This is supported by witnesses and is verified by the manager of Enterprise as well as the District office. Your folks admit they had possession of the vehicle when the violation occurred-
My mother asked for hard copy doXXXXentation that the citation did not belong to her. The manager told her she would only get a verbal. The contact from the District office promised me a hard copy doXXXXentation.
Three days ago ,after much trouble and expense ,my mother received a traffic court date.
I left two voicemails to the person at the District office that promised me resolution. They have never returned my calls. Almost two weeks later nothing has been settled-
Therefore- Since this is now a legal matter for the courts I have omitted the names of all-
Legal council has started-
You may respond- otherwise I will consider a non response as a willingness to move forward with subpoena -additional cost and hardship have been and will be placed on the customer-
Thank you for bringing this to our attention Ken. Please send us a detailed email to Care@Enterprise.com with complete details such as: your mothers contact information, reservation/rental agreement number and the exact address of the rental location involved (there are two different Murfreesboro locations). As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150508-001728. -Tatiana
Okay I made a reservation over a month ago. Now today is the day that supposed to pickup the vehicle I head in to do the paperwork come to find out that my debit master card understand it more than enough money to cover the rental cost okay he that my debit master card is not with bank . But my is with bank the is cimerica bank and it listed on wall street . I have CDL Class A so my it listed with the federal government because say address on my bills mat what on driving license my address on my CDL coincides but only your company policy it states that I should have been able to rent a car this was on the Internet on your company policy if that’s not the case it should be updated him from the point of view just a matter of discrimination against my income restricting me based on my income
Danny, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, reservation number and any other details. Please reference 150508-001891. -Tatiana
I went to pick up a vehicle on April 24, 2014 and I was helped by a female sales associate. When I got there I was told that I needed to show four forms of ID which I was not told prior to going there. So therefore I was forced to go to the library to search for this information because I live 45 minutes away. After doing that, the lady that helped me then stated that they didn’t have anymore small compact cars. Mind you, I was told that I would receive a compact car in my reservation. The lady then asked if it was ok to upgrade me to a bigger vehicle with no extra charge. I stated ok. the sales lady stated that the rental would be $66.22 plus a $100.00 security deposit. I rented the car for two days: Friday and Saturday, renting at 29.99 a day +taxes which came out to $66.22. This day already started rocky once I arrived at Enterprise and wasn’t informed of the 4 verifications that I needed. I returned the car on Sunday before 12 o’clock clean, with a full tank of gas. April 27,2015, I saw a refund in my account that wasn’t right. they deposited $65.09 which was wrong. I called back to the place and talked to a young man that answered and he stated that I was charged 101.22 for those two days that I rented the vehicle. I was not told that nor was that in my email that was sent to me. The guy stated that he will get a manager to call me back. A manager never called. I end up calling back there 3 days later because I believe in giving a person 24 to 48 hours to respond. No response once again. I called today I had to wait on the phone for about 30 minutes before they said that they would straighten this matter out. I’m now waiting for a response if not I’m calling legal shield. I will never rent from this place again. I rented from 6109 west broad street Richmond, VA 23230 the number is 804-673-6350
April 24, 2015 correction
Catrina, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150508-001904 so we can address your situation. -Tatiana
Horrible Service at this location!
This morning at 9:50 am I stopped by the location on 5385 S.Desert Blvd in El Paso TX to reserve a car. They told me they only had 2 SUV’s but that they expected returns of several cars soon. I told the I would wait for small or medium size car. At 11am they called and said would have car for me by 12 pm. at 1pm I called and they said they had no cars available, that people who were supposed to return cars weren’t calling them back. It’s now 6pm MTN time and I still haven’t received a call from Manager ,Alex .
Thank you for bringing this to our attention Frank. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150508-001958. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I just had to rent a car at the Enterprise located inside Hendricks Collision and Repair in Duluth, GA. The Enterprise representatives were very polite and helpful.
On the other hand the Camry that I received is awful. The interior has large stains all over most of the seats, especially the front two, and although they looked to have been vacuumed I am not sure that the stains have been treated. There are black specs on the driver’s seat that seem to have set into the fabric. The car stinks like smoke as well.
I received this car because it was the only Camry the location had and I had to get back to work. The rental employee did apologize to me but what could he do? I assure you that none of your family, employees or other rental customers would want to drive this car.
Please, please set higher standards for your rental inventory.
Michele, we’d be happy to look into your situation. Please email Care@Enterprise.com with your contact information, reservation/ rental agreement number and reference #150508-001980 so we can address your concern. -Tatiana
I would like to report an intent to commit insurance fraud by individuals at your branch in STUDIO CITY, California. I, of course, am very upset by the situation, and my insurance company will be contacting Enterprise separately.
I rented a car from Enterprise at the end of March. The male manager on duty recommended a Hyundai Sonata, claiming it drove the best out of the remaining cars on the lot. I noticed a large dent on the passenger front door and clearly pointed it out to the female employee who did the walk around. She said all she could do, per company policy, was note on the walk around form that the dent was bigger than the Enterprise marker/evaluator, which she did.
Last Thursday, I returned the car to Travelers Concierge at Caliber Collision in Burbank, California. Travelers, my insurer, arranged the return of the rental car back to Enterprise. The next day I received a call from a junior male manager, accusing me of causing a dent to the car and stating he was going to pursue a claim with Travelers. I informed him that the dent was pre-existing and to check the walk around form. He stated the female employee who did the walk around claimed the dent became larger. I was absolutely appalled. I sent an email to Lou Kim, the regional manager, asking that he step in and that I receive a written apology from the manager for such a false accusation and such an unprofessional call where he actually started laughing about the situation.
This evening, I received a call from the Studio City branch manager. He claimed that the female employee is now stating that there previously was no dent at all. He also stated that I signed a walk around form indicating “No Damage.” Since I knew that was absurd, I asked him to fax it to me. He must have thought I did not have my copy of the walk around form because what he faxed me was clearly a doctored, fraudulent form. As you know, the customer’s copy is the carbon copy, so it reflects what was actually written on the form when the car was rented. On my copy, “No Damage” is not checked. On the form he faxed me, “No Damage” is checked. On my copy, it reads “Passenger front door dented bigger than evaluator”. On his copy, this language was removed — perhaps whited out on his original before he made a copy to fax to me? I am shocked that this illegal and unethical act has been committed. The junior male manager also sent the same doctored fax to Travelers today. I want Enterprise Corporate to immediately address and resolve these acts to commit insurance fraud and to falsely accuse a customer of property damage.
The Studio City branch manger also indicated that I had rented a few cars before and had been in numerous accidents, implying that this was another example. How dare he bring up accidents which he knows nothing about. My husband and I have had unfortunate accidents in recent months, but it was the other party that was found at fault and liable on each accident. We have been victims of rear ending and also someone who made an illegal U-turn in front of us. Again, how dare the branch manager made an unsubstantiated comment.
I sent an email and a text to the regional manager this evening informing him of what happened today. Because of the gravity of the situation, I am escalating this to Enterprise Corporate. I have kept the names off of this post, other than the regional manager’s name since he did not do anything wrong, but I have full names of everyone involved that I will gladly share. I would like an Enterprise executive to contact me ASAP and inform me exactly what steps will be taken. I can’t imagine acts to commit insurance fraud will be taken lightly by Enterprise. I will not be backing down on this complaint. Too much wrongdoing has taken place.
I appreciate the response that I received from Enterprise Corporate today, and I look forward to hearing about an acceptable resolution to this unfortunate conduct by your employees at the Studio City branch.
Wow,
Your incident appears to be a lot like my experience in Oxon Hill, Maryland. I am wondering if this is a pattern to get insurance claims pushed through.
this company does not seem to care about things like branch managers treating customers like crap, area managers speaking nasty to the customers.. but wait when they are nasty with you and you fire back at them … whoa… you are the one that’s wrong ..
this company has no idea what customer service is or how to keep customers.. they are great at losing customers and being nasty and disgusting
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into your experience with us. Please contact us at care@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 150505-002960 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
To Costco Travel Member Services April 27, 2015
C.C. Enterprise Car Rental Company
RE: Costco Travel Booking# C316488900
Enterprise Rental Agreement# 10TT1S
I am writing to inform you of a negative rental experience I had with Enterprise Car Rental Company for the rental period or: 04/24/2015-04/27/2015. I booked a MINI VAN via the Costco travel website and picked my vehicle from the Enterprise Car Rental location at 8600 Pines Blvd. My interaction with Saul was pleasant and professional despite a misunderstanding with my pick up time and issues with getting a hold of them over the phone. I was provided a 2014 Dodge Caravan with approximately 40k miles. While on our journey to our destination (Tallahassee, FL) which was approximately a 7 hour drive….we experienced some trouble with our vehicle. While on the Florida Turnpike, once the vehicle reached speeds higher than 55 miles an hour, the steering wheel shaked uncontrollably and there was a very uncomfortable vibration that could be felt throughout the entire cabin of the vehicle. We felt it was very unsafe to drive under these conditions and immediately contacted the Pembroke Pines office to make them aware of the situation. I spoke with Saul who instructed me to head to the nearest Enterprise AIRPORT location to swap our MINI VAN out. Unfortunately, we were too far North of our original rental location to return and the nearest Airport Enterprise location was out of our way. I checked the Costco Travel website for Enterprise locations in the area and found one in Boynton Beach that “showed” a mini van available. As we headed to the Boynton Beach Enterprise location, I decided to call and make them aware of our situation so that they can have a mini van ready for us when we arrived as we had already lost a bit of time. I was told by the Boynton Beach office, not to bother going over there as there were NO vehicles for us and that we should head to the West Palm Beach Airport Enterprise location (PBI) at 1805 Belvedere Road. I couldn’t understand how the website could display a mini van available for rent but when I call they say they don’t have any. We had to reroute our trip to now head to West Palm Beach Airport. On our way there, I again checked the website, this time not only checking the Costco Travel website but also the Enterprise website. Both showing a number of vehicles available to reserve including MINI VANS. I called the WPB office and spoke to a woman who called herself “Ivonne”, and made her aware of our situation and asked that a mini van PLEASE be ready for us. She told me that she was not in the office at the time, but that she was “on the property”. She assured us that they had Mini-vans available and instructed us to head right in to the rental office when we arrived. When we did arrive, there was a gentleman standing outside. I explained the situation to him and told him that the vehicle did not feel SAFE to drive. He very plainly said, “we do not have any vehicles for you to swap out into right now”. It is important to mention that the PBI Enterprise location had a parking lot full of cars including mini vans and SUVs. When I questioned him about this, he simply said that those other vehicles were reserved for other customers. I explained that I had called and spoke with “Ivonne” who assured me there would be a vehicle for us. He said that his office doesn’t have anyone who works there by the name “Ivonne”. What am I supposed to do with that? We insisted that the vehicle didn’t feel safe to drive, I have young children in the car, and how could I put them in danger? Finally, he said he could offer to switch us out to a smaller car (Kia Optima). We explained that we needed a bigger vehicle. We rented a Mini van because we needed a 7 passenger vehicle for our trip. We are a family of 5, and were picking my parents up on our way to Tallahassee. He had absolutely nothing to say. He would just stare at us blankly. We asked if he could call other offices to check for mini vans or 7 passenger SUV’s and he wouldn’t answer us. We asked to speak to the manager and he then identified himself as THE MANAGER. We asked if he could have us driven back to our home in Pembroke Pines. We asked if he could perhaps contact the Enterprise office in the Orlando Airport location so that we could swap our now smaller vehicle there into the MINI VAN that we needed and PAID for. Again, he would just stand there, completely silent, with a blank look on his face not responding to our suggestions. How do you all employ someone who can’t even make an attempt to apologize for our inconvenience or offer a solution? At this point, I would’ve appreciated if he even just “pretended” to care about our situation. Sadly, he didn’t. We repeatedly asked him to please call the Orlando office and see if they could assist us once we arrive. He finally agreed to call them but never actually did. He simply went inside the building and began attending other customers at the counter. We patiently waited outside for almost an hour until we finally realized that he wasn’t going to help us. He said that he didn’t have a chance to call them yet. We asked for his name and he scribbled it down on an Enterprise business card and handed it to us. His name (if not fictional, like the so called “Ivonne”) is Bevans Robbs. We decided to risk our lives and continue on our journey at a much slower pace. A trip that started at 4:00 pm and should’ve ended at 11:00pm….didn’t have us arriving at our destination until 2:00 AM. Partly due to the time wasted at the PBI enterprise office and the other part due to the pace we were forced to drive because of the steering wheel shaking. The following day, (April 25th) we headed to the Enterprise office in Tallahassee (3404 Mahan Drive) and spoke with Michael Taylor about our situation. He was very professional, caring, and interested in helping us. Although he could not allocate a MiNi van for us (stating that the one they had at their location was reserved for someone else), he did apologize for our inconvenience, was concerned for our safety and offered to swap us out into a Dodge Journey (7 passenger). Due to the safety concerns we had with the Dodge Caravan, we agreed. Unfortunately, the Dodge Journey was much smaller than the van and although all 7 of us fit…our luggage did not. We had to carry our luggage the entire 7 hour trip on our lap. Many attempts were made by us again the day of our departure (April 26th) to swap the SUV to a Mini- Van…and again the websites continued to show and allow reservations to be made at the Tallahassee and Gainesville Airport locations….but when I called….I was told they did not have any mini vans. This entire experience was very disappointing for us. The unprofessional and uncaring attitude we experienced at the PBI enterprise location is difficult to forget. After experiencing long hold times on the phone and continuing to hear a recording about how Enterprise is a family business…is this how you treat your family? What kind of “family” can’t call another “family” member at a different location to ask them to help a customer that has already been inconvenience by these unfortunate cirXXXXstances? Your PBI manager needs better training or a “refresher” course in customer service skills. We rarely write bad reviews on any company and truly feel that most people are doing the best that they can…so it is quite unpleasant for us to have to write to you and make you aware of our experience…but we are hopeful that another customer will not have to endure the type of treatment or lack of that we received. This whole experience really affected our mini vacation and in a time when traveling is really a luxury, we wished we could’ve enjoyed more of our time together instead of on the road to enterprise locations, on lengthy phone calls with Enterprise, and on our smart phone checking for mini van availability. Thank you for your time and attention with this matter.
Emily, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150508-002018 and any other details. -Tatiana
on 4/24/2015 my insurance company set up a rental for me while my car was being repaired so I took a cab to enterprise on Ashley phosphate rd north chas south Carolina where I provide proof of insurance and a check stub which didn’t make sense since the insurance company set it up already anyway but since my ID that I used with them several times over the years didn’t have the same address as the check stub and insurance they wouldn’t rent me the car but yet I have over 1000 points on my members account and never had a problem before, my military discount has been used a few times and now I never want to do business with them again, it cost me in cab fare all weekend and I am totally disgusted with the way things were handle please get your employees trained on how to treat long term customers or you will continue to lose bussiness
Latosha,
We’ve taken note of your comments and would be happy to discuss your experience with us further. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference the number 150505-003029 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I just got off the phone with your cooperate office today 4/24/15 and felt compelled to call since all efforts to get Enterprise to stop calling my house and ultimately sending this “account” to collection have failed. I rented car at Enterprise in Royal Palm Beach, 10381 Southern Blvd, Royal Palm Beach, Florida on 29 June 2014 for 3 days. They were/are trying to charge me for a bubble-like defect protrusion on the right side bumper the size of a pin head – not readily visible to anyone walking around to inspect before pick up. I have pictures. After complaining to the Repair Shop – Royal Palm Auto Spa, who attempted to call Enterprise that same day,without success, about what Enterprise was trying to do- – Auto Spa got the run around and Auto Spa then said they were going to reach out to the Cooperate Office. Shortly after that, I called my bank and with a 3 way conversation with US Airways Master card, Todd the manager said he would reverse any such charges since 4 out of his 6 employees who looked at the car was able to see NOTHING and credited by account the same day 7/1/2014 the $534.69 and charged my account only the $34.59 for the day rental. The next day Todd called (still have the recording on my phone), to see whether I had been satisfied with the service and that Auto Spa had picked up the charge for the extra two days since they had received a defective part forcing me to keep the car for the extra day or two. I informed Auto Spa of the resolution and they didn’t call the cooperate office. Three months letter I’m getting letters from Enterprise that I am still responsible for damage and additional cost of repairs and loss of use. I wrote them a really unpleasant letter after the letters and phone calls kept coming and now I’m being harassed by a collection company -perhaps connected with Enterprise. I would like this addressed immediately because this entire situation is insane. My account was charged and re-credited by Enterprise on July 1st, 2014 after the conversation with my credit card bank. Please correct this situation immediately and I hope this fiasco is not on my credit report either. I mean, how does a consumer protect themselves from such abuse – Call Royal Palm Beach Auto Spa and speak with Spiro (one of the owners)- they will confirm this whole situation. I just want this to go away. This is a nightmare. There was no damage to this car…but I was not surprise when I got back with the car that this was happening because there was a 15 minute hard court press for me to get additional insurance which I refused to buy when I went to pick up the car. Furthermore, Enterprise did not report in a claim to Geico and only submitted info a few days ago (April 16 2015) because I got my insurance co involved. Now Geico is saying the claim is less than my deductible so they are closing the case.There is something very wrong about this and what is going on in this office. The Auto repair place no longer uses this office for their customers! This is like having your identity stolen. OMG!!!
Enterprise is by far the worst corporation I have ever had an encounter with. They fail miserably at customer service. In November 2015, I was in one of their rental SUV’s as my car was having work done. I was struck in the rear while at a stop light and suffered injuries. I was transported by ambulance and now suffer back injuries in which I am still seeking treatment. (Which I received a letter today stating they will no longer help cover my medical) the following day of the accident I contacted enterprise to explain what happened. After giving full detail of the accident to the branch manager Jason at the Beacon New York branch, I was told “I am really busy right now. I will call you back”. Never heard back. Three more attempts to speak to Jason and still nothing. 2 weeks later i call to inquire about a rental and Jason tells me I still have the previous rental. I reminded him about the accident and he doesn’t recall the conversation. (convenient) a month later I get a charge of $500 telling me I have to pay for the days I supposedly was driving this rental. I explained to them first off that they can not just go and remove money from my account without authorization and for what? The car was towed to an auto body shop and sat there waiting for enterprise to pick it up. They claim that they didn’t know where the car was taken and charged me for each day until they picked up the SUV. I fought and fought for them to return my money. I DID not have the vehicle in my possession. It was in an accident. I have police reports and letters stating the date I was in the accident. I contacted better business bureau and they have denied my claim and refused to respond and the case was closed. I am outraged and will find the proper way to publicly display their inability to offer great customer service. I will also never use enterprise again and will spread over social media, Breyer business bureau, local paper and Linda Baquero fron channel 5 news. Thanks for nothing enterprise. You have taken $500 from a single mom of 2 that now has to pay medical bills for a no fail car accident.
Jen
Thank you for bringing this to our attention Jen. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
I just had the worst experience at one of your locations in Knightdale North Carolina I cannot think of the representative name I just remember it was it was a lady I called them prior to coming to the location to make sure they have a vehicle the lady that answered the phone set me a reservation for 5 o’clock The lady also inform me on the phone called that I owed a balance at a different location which I already knew what that was about I told the lady I would take care that but I still want to set a reservation for the Knightdale locationafter getting off the phone with the representative I receive a call back 15 minutes later from the same representative telling me how much I own the other location once again I was kind of disturb by this return phone call that I thought was over I told the lady i already know what the balance was by the representative calling me back That was telling me that the representative was still going through my personal information with my address and credit card info after I was already off the phone. I took care of the balance that I owe the other location I came to Knightdale location around 6 o’clock the young lady that answered the phone open the door for me after the doors were locked she allow me to come in as if she was going to help me the lady was attending to another customer after she. Was done with the other customer a guy representative that work there was helping me he informed me that my reservation was at five and that there are no cars left and that the young lady that I spoke with is renting out the last car as we speak I was very upset that the lady representative allow me to sit in the waiting room for 15 minutes knowing she did not have any carS and that she was renting the last car the lady representative already knew me by name she said ma’am to be honest with you I do not feel comfortable renting you any of our cars because I went through your account and I seen that you had too many claims put in i was so upset that the lady did not inform me this over the phone if she felt that way she had me come all the way from across town to tell me that she was not going to rent me a car she laugh in my face and told me to have a good day I felt very embarrassed and disrespected I felt like I wasted two hours of my day I felt like I wasted money with this company spending thousands of dollars over several several several months I felt like she judge me by my account not knowing the stories behind the incidents with the cars I have paid three deductible to cover a simple dent that another car that I don’t even know where or who tap I am a very high paying customer when I rent enterprise car I keep them for months and spend lots of money with this company and I take care of them the best of my ability and if I don’t that is why I pay full coverage monthly to take care of anything that may happen to any car that I drive so for the lady representative to make that remark about I have too many claims put in as if I don’t take care of the car that I drive this is not the first time that I’ve been disappointed with this location this is the second time that I have had a problem with the management or whoever runs this location which is in Knightdale North Carolina the lady really handle my situation the wrong way and I feel like she should not be in charge or even be a management for enterprise the way she handled the situation the way that she handled it was very poorly.
Tamara,
We’ve taken note of your comments and would be happy to discuss this with you. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference the number 150423-001515 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
These people are so rude and i will never ever rent from them again in life!!! They messed up and they are acting as if its my fault ha to funny but i will be contact good ing my lawyer about this since i can’t get a responds from them!!!
Tosha,
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@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 the number 150423-001475 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Well your History of the company don’t really mean crap to me. What does is when you don’t have any upper management to make a operation work correct. From looking at just a few complaints a blind man can see you have a problem. You lack of upper management and upward movement plan is killing your company and my business. We will be buying company cars now and not off your lots. After 5 years of a corporate account that may soon be coming to a end. Your people on the ground work there butts off and take all the heat for the people higher up not doing there job. You have no Idea how Team operations work. If anyone has any Balls there drop me a email. And I want some one over a district manager from Wichita ks area. I will stand up for the people working the ground.
Still no reply? I am tired of we are out of cars and wait 3 days and nothing. Where is the district manager. Hope they fired him.
Thank you for bringing this to our attention Clayton. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150508-002088. -Tatiana
I USE TO LOVE ENTERPRISE , ITS BEEN A ON GOING PROBLEM I BEEN HAVING WITH THIS BRANCH IN OMAHA , NEB . I HAVE BEEN LIED TO AND BEEN GETTING THE RUN AROUND FOR ATLEAST A MONTH AND A HALF. I LEFT A TOTE BAG OF HIGH HEELS IN A VECHILE. I CALLED THE VERY NEXT MORNING TO COME GET THEM . THE MANAGER ASSURED ME HE WOULD GO OUT AND GET THEM . WHEN I ARRIVED HE INFORMED ME THAT HE FORGOT AND THAT HE RENTED THE VAN OUT . HE TOLD ME THAT THE VAN WAS ONLY RENTED FOR 3 DAYS TO COME BACK WE A LOOK AT TO SEE IF THERE STILL THERE, WHEN THE RENTER RETURNED THE VAN & IN THE MEANTIME HE WOULD KEEP TRYING TO CALL . LONG STORY SHORT THE VAN WENT FROM A 3 DAY RENTAL TO A MONTH RENTAL AND THE RENTER WASNT RETURNING THE CALLS . SO FOR A MONTH I WAS CALLING TWICE A WEEK GETTING NO WHERE AND DOWN THERE ONCE A WEEK CHECK TO SEE IF THE VAN WAS RETURNED OR IF THE MAN HAD RETURNED ANY CALLS BECAUSE I WAS GETTING NO UPDATES AS FAR IF THEY HAD FOUND THEM OR NOT. SO HE ( MR RYAN THE BRANCH MANAGER) HAD ME BRING RECIEPTS FOR MY ITEMS LEFT IN THE CAR AND WOULD CALL ME IN TWO DAYS , (NEVER HEARD FROM HIM ) HE WENT ON VACATION AND NO ONE ESLE IN THE BRANCH KNOWS WHAT IM TALKING ABOUT. IM A VERY PATIENT PERSON AND I UNDERSTAND WE ARE ALL HUMAN , BUT WHEN YOU GO OUT YOUR WAY TO LIE AND YOU ARE A MANAGER OF A COMPANY THATS UNACCEPTABLE. PERIOD!! SO IF YOU LIVE IN THE OMAHA AREA MR. RYAN (THE MANAGER) AT THE DOWNTOWN LOCATION IS VERY UNPROFESSINAL AND I WOULD MUST LIKELY BE USING THE AIRPORT LOACTION FROM NOW ON IF I USE THEIR SERVICES EVER AGAIN.
Thank you for bringing this to our attention. Please send us a detailed email to Care@enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Your reference number is 150421-002974. -Tatiana
Rented car on Thursday, April 9 from the Columbus airport – reservations were made months in advance so we were given a larger vehicle because they didn’t have the automobile I reserved. The inside of the car stunk so bad we had to go to Walmart and get air freshner and and Ozune to make sure there wasn’t any bacterial crap laying around. Took the care back to another Enterprise rental agency and I asked the manager to take a smell – I thought she was going to throw up in the car which would have smelled better. Some one or something died in that car and it was in there for some time. I will never use Enterprise Rental again. They didn’t seem to care when I reported it at the Columbus office.
Sharon,
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@enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.
Please reference the number 150419-000889 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I just had a reservation with the cordova, tn location. Today was the worse customer service that I ever received. I rent from this location all the time. Today I came in with my information and paperwork, I had to print out my phone bill. The computer that I used was running slow. No one tried to help me, they just kept walking pass me. So I asked for the manager to see if I can do anything else….he said no if I cant print it out I cant get a rental. He said I should of known to bring all of my paperwork. He walked off again and started helping someone. Now they just seen me gwt dropped off and I just told them I had to be at work. So sfter 25 minutes trying to get the computer to work I had to walk home. All they cared about was helping the next customer that walked through the door other than trying to assist me as a customer. They could of tried another computer, but they was basically like oh well. I asked if someine could take me home he said yes but was still standing their doing nothing to assist me. I use to love enterprise but from my experience today…I dont believe I will be returning! I felt like I was being ignored the whole time!
Yvette,
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@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 the number 150419-000797 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Enterprise- Orlando Airport Location. I would like to report and place a complaint that this location does not answer their main customer service number (407) 281-3555. The customer service at this location is nonexistent. I returned a car on 4/8/15 RA# 528484638 where I left my black Cannon Rebel Camera with all of our Disney Vacation pictures under the passenger seat of our rental. I called the main number as soon as our plane arrived in NY, which was 3 hours later. No one answered the phone and I was not redirected to a voicemail. I called at least 30+ times. The next day I got in contact with the lost and found department at around 11:00am Julian Sanchez. Only to find out that the car was serviced, nothing was turned in and it had gone out once again on the road for a week. I was told that a hold would be placed on the car upon its arrival and that I should call back in a week 04/16/15. I know for sure that I left my camera under the passenger seat of our rental. The camera was never turned in by the person, who cleaned and serviced the car, who I was told goes by the name of Manuel Reyes Badge# MCO340.This is ridiculous. My camera was stolen by the attendant and nothing seems to be getting done in terms of an investigation or any type of discipline. There needs to be more training and supervision for the lot attendants. I am very sad that I have lost all of our Disney trip memories. Who knows when we will be able to visit Disney again. My camera had pictures of my three children and this has been a very emotional roller coaster for us, waiting for a whole week to be told that no camera was found. I had to call the lost and found department (407) 825-1810 (Crisanta Rivera and Rebecca E Phillips) more than 40 times in order to get assistance the day of the return and the day after. This is not the customer service that Enterprise prides themselves of. I am sure that if I would have gotten in contact with someone the day of the return, I would have retrieved my camera. I would like for someone to contact me regarding my complaint.
Daisy,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Your contact information as well your complaint has been forwarded to the Regional Office over the Orlando operations. I have requested that a Regional Manager reach out to you regarding your complaint. If you have any further questions or comments in the meantime, please don’t hesitate to reach out to us at care@enterprise.com.
When emailing, please place reference number 150409-000454 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I created an account for my Daughter. I tried to transfer 2500 points. Your system would not recognize her account. I call support. The lady who assisted me, transferred 500 points, instead of 2,500 points(Case – 22142990). There is no way to override to get the additional 2000 points into that account so they can be used.
I created a second account for my wife. I transferred 2500 points, and your system acted like it did the transfer. But after two days the points were not transferred. I called support. Because you transferred 500 points incorrectly earlier, I am not able to transfer the correct amount to my wife.
Your PLUS system is a joke. You have no way to override an error of your own cause. I have been a loyal customer for years. This is the first time that customer service has been like something from the stone age.
I have saved my points so we could use them as a family when needed for special events. Your program makes that so difficult it is not worth having. Using airline points and sharing airline points is seamless. I will be shopping to see if I can find alternative rental car support.
Dan Linville
So im a new driver soneone hit my 1999 honda so my car is in the shop and i was offered a rental in the mean time. At first i was impressed by hie quick a ride got to is but once in the office everything changed this is the miami kendall location first off they were very un organized didny acknowledge you until you were in their face i was given in accurate information the insurance company paid for everything and i was given such a hard time over a $50 deposit that i shouldn’t have smh i was up there with my 1y(o and a 4y(o both boys miami is scorching hot and they did everything to turn me down turn me away they ignored me until my husband even got upset and made a statement that caused the employee to plain out tell us she wont rent us a car good bye her name was Jenn and she is supposedly a manager i ask for a ride to load ny debit card i was told to wait i waited until about 5:45 then i tried to call the homestead location to see if we would get better service and they said they couldn’t pic us up only local customers lol from 10am-5:45pm with two kids and i still ended up taking the bus home with no rental smh first time driver someone hits me and me and my kids suffer wi g enterprise and there lack of customer service
Asausha,
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@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 the number 150419-000711 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
My husband picked up our car on 4/10/15….was upgraded from a Corolla to a Chrysler 200 , yeah! I was at home doing final prep for our trip & when my husband pulled in…..we had to ‘air it out some” PLUS scrub it out. He did the drivers side, me passenger side…..some type of ashes all over the dash and dirt/debris on carpets. Did what we could, had to go – vacation time! We got to our destination and the next day 4/11/2015 – BROKE DOWN. All the times we had a rental 1st time for a break down. Pulled out the contract and called the 800 for road side assistance. Was told that if the car was not in a parking lot large enough for a flat bed tow trucker to maneuver we could not get road service – WHAT!?!. Fortunately we were in a small lot of a highway. The rep. “google earthed” our location before dispatching to verify we were in a parking lot. We were on our way to a relatives home with my 90 y/o mother in the car – was told it would take 2-4 hours for service. There was an Enterprise about 8-miles down the road but they were closed. Told we could leave the car and take a taxi to the airport about 25-miles away. I said ” thought you did pick up?” Not on holiday weekends. If we wanted a car WE had to go get one. We called for relatives to at least come and get my Mom who was getting quite cold. While waiting for our ride we decided to leave the car, let Enterprise tow it and we would deal with it on Monday. Called Monday no one knew where the car was, who towed it, IF it was even towed. They ‘insulated” that we were running a scam and that we still had the car. Oh yes, my husband JUST retired the day before and oh yes, this was going to be are new side job to sublimit our income…LOL…Are these people for real!!! We called direct to the location were we picked up to get some HELP. We did get “some” help there but it took 2-days. So on WEDNESDAY we FINALLY GOT A CAR….a Fiesta!!! So small we were packed to the ceiling – NO way to hang clothes rack
Keep in mind – the whole time we were treated like dog-crap – at one point they were going to charge a one way fee to go back but we got that waived – (as if it was our fault the car broke down) – no one EVER apologized for ANYTHING until Wednesday morning – then when we got home they ACTED like they did us a favor buy charging us $102.00 instead of $189.00/weekly rate…..yup, no kidding! The fee should of been waived and a voucher given for a LUXURY rental for 7-days……poor, poor customer relations.
I could go on but am sure no one is listening at Enterprise, like how my clothes STUNK from hanging in the 1st car- how we had to once again, clean out the 2nd car & it was misting rain on the way home and on the highway you know how you need good wipers and windshield washer fluid? – no fluid- very dangerous trip- . Sorry couldn’t resist – I’m done now. 🙂 Happy days are ahead.
Thank you for bringing this to our attention Sami. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150414-003019. -Tatiana
I am writing to inform the CEO of Enterprise Rental Car company of the lack of management, leadership and customer service from the Wall Ave location in Midland TX. I have been renting nearly every single week since Dec. 2014 for business and even personal use and have had encounters with 3 individuals at this location who understand customer service and there are 2 in particular that have no business dealing with the public nor managing a multi-million dollar business, the manager Rachel and the female who wears glasses, is pregnant and walks around mopey and looks like she rolled out of bed and arrived at work. That aside, I have rented 1 vehicle which I had to add a full gallon of windshield wiper fluid, one vehicle that lost so much tire pressure I had to add air one day and the next day ended up changing the tire myself just before dusk on a desolate highway just before dusk, I have had one vehicle smell like smoke so terribly bad that I nearly got sick and all of my personal belongings reeked of cigarette smoke, I had another vehicle that smelled like mildew and vomit, and my final straw was when I returnded my rental on Thursday of this past week I was over-charged for 9 gallons of gas. I was only a half a block away when I called in, once I got my receipt and the lady who is pregnant (the one who is mopey and never presented professionaly) answered the phone, I told her what I was calling about and I told her I understood that it was a human error, it was at time I started to tell her about my other frustrations, she interrupted me and cut me off multiple times arguing with me, which caused me to become very upset and even more frustrated. She continued to pass blame then in the middle of my sentence she cut me off and placed me on hold, it was then I decided to go back into the location and finish what I had to say. The manager Rachel got on the line and said she “knew” what was going on, I told her the problem want that I got over charged it was that its been an ongoing problem that I have tried to express my frustrations and I was going to come in there, she said , I’m sorry
We are closed. Little did she know I was already in the parking lot. I was still on the phone and I tried to open the door, it was locked I said to her, the least you could do is let me in and hear me out, considering
I have been a loyal customer and am in your store every week. She said the other side is open, I walked up to the counter and said, “I am crediting your account now, I understand u have had a couple smelly vehicles and I’m currently hiring staff.” She was clearly not interested in anything I had to say and her non-chalant demeanor was completely unprofessional, I told her the individual (who had her back turned) so I pointed, and said, “She continuously tried to argue, I have witnessed her complain about other customers while I have been in the store after the customer has left, and Rachel’s response was, “Please don’t do that, that’s not necessary.” I knew at that moment she had no desire to listen, nor resolve any issues. She said, “Is there anything else I can do for you?” I said, “No”, turned around and left. I have been a business manager for the past 10 years and in all my time I would never allow a manager to “dismiss” a very loyal customer the way Rachel dismissed me, I am discusted by her actions and her inability to lead a staff, not hold her employees accountable, allow them to be argumentative, not rectify a situation and refuse to try and rectify a situation to not lose a loyal customer.
There are 3 in that office who I will miss their smiles and courteous demeanor and fun conversations one is the Asst Manager he is tall with Dark hair, the older gentleman with glasses dark hair and the young gal who is shorter with dark Hair with a tan complex. These 3 individuals, I wish I had their names, deserve a better leader and exemplify customer service. I would hire them in a minute!
Sounds like Enterprise needs a total over-haul of their customer service – EVERYWHERE! It’s a shame, been using them for years myself with NO problems – but lately is another story and NO ONE CARES.
Tory, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150414-003034, rental/reservation number and any other details. -Tatiana
On February 25th of this year another driver ran a red light totaling my car and injuring my father who was the driver at the time of the accident. Since my car was totaled I needed to rent a car so I ended up renting an SUV from your Ocean location the day after the accident because it was one of the only three vehicles left at the time. The other two cars available were a KIA Sol and I believe a Ford Focus which was smaller than my car that was totaled and being that it was snowing the SUV seemed more suitable. However, since my insurance company would not take over the billing for the rental expenses until they completed their investigation of the claim I had to pay out of pocket for the majority of rental expenses.
This and the rate of the rental were the main reasons why I was supposed to bring the SUV back the next day to switch to a smaller and less expensive rental car, which I was told that I could do. However, due to inclement weather and a full time schedule at my new job I was unable to trade it in until 9 days later which ended up costing me almost $700 out of pocket. I finally traded the SUV in for a Hyundai Sonata which ended up costing me another $800 out of pocket. A few days later my insurance company decided to take over direct billing. I was told that if I brought the car back by Friday the 20th of March that I would get back at least 3 to $400 of my money back. I had to keep extending the reservation until I was able to purchase another car which I was able to do by the grace of God on March 19th. When my father took the car back we were both told that there was damage to the interior of the car and that a claim was being put through to my insurance. I was also told very rudely by the manager of that location, Keefe, “that it was not an arguing matter” and that I was going to be charged a deductible. I was not aware at that time that they were keeping my refund amount of over $300 for the deductible.
I am disputing the claim for a number of reasons including the fact that when I was contacted by my insurance company I was told that it was damage to the exterior of the car. The main reason I am disputing the claim being that prior to leaving the lot of the Ocean location the car was never inspected and I have no reason to believe that this vehicle was damaged while in my possession. In addition to that I actually ended up getting a different vehicle than the one that I was told I would get, which seemed a little suspicious to me anyway. They were both Hyundai Sonatas but one was a year older than the other. I am not sure which one I ended up getting but I do know that my dad was also actually told by one of the employees at that Ocean location that a similar vehicle had similar damage to it. Also, the car was sent to their auto body shop the same date that it was returned it so I never had the opportunity to see the damage for myself.
The costs were getting more expensive and becoming a lot harder to endure on my own. Needless to say I was shocked when I was told how much more had to be charged to my card each time that I had to extend the reservation before the insurance company took over. I feel like I was being taken advantage of at one of my most vulnerable moments and while I was under a lot of stress and duress as a result of the accident.
There are a lot more details that I would like to share regarding this experience which is one of the worst experiences I have had renting from Enterprise out of all of the years that I have been renting from them. I have reached out to both the escalations department and the branch to dispute this claim and I was told that I would be receiving a call from the Regional manager and then I was told I would be contacted by the Risk Manager weeks ago and I have not heard from either one yet. I have also emailed and called and left a message for the Risk Manager. I have also made note of the fact that there seems to be a lot of complaints very similar to mines on this site which means that Enterprise should rethink how they are training their employees especially their management. These people are representing this company and they are giving Enterprise a reputation of being a greedy and underhanded company with rude unsympathetic and vindictive employees and managers.
I will NEVER EVER choose to rent from Enterprise ever again and I am making sure that everyone that I make contact with knows of my experience and the horrible way that I was treated during an already very stressful time. After all of the stress and headaches from this situation I just want to get my money back from Enterprise for this erroneous claim and get this issue resolved as soon as possible so that I could put this whole experience behind me.
Thank you,
Ms. Treadwell
Hello Nyree, my name is Tatiana and I will be taking over your file #150324-001349. I am following up with the Regional Office and Damage Recovery right now. Please email us at care@enterprise.com with your email address so that I can make sure to update you with any new updates that I may receive. -Tatiana
Rental Agreement #242872 REF # 9VQZKB
On the morning of 04/03/15 at approximately 9:36 AM I entered the Enterprise Rent a Car location at 5115 NATIONS FORD ROAD, CHARLOTTE, NC 28217-2021. Upon being greeted by the Enterprise Employee I informed him that I had a reservation, after giving him my information he looks at me with a look of disgust and rudely states that my reservation was for 9:00! I respond and tell the gentleman that I have never been to this location and didn’t know how to get there, I also stated I’m only 30 or so minutes late. His response was WELL WE HAVE A 30 MINUTE HOLD POLICY AND YOU ARE PAST IT!!!!! We rented the car to someone else. I replied so you immediately rented my reserved car without notifying me that this is your policy? Nowhere is this stated? I have been renting cars from Enterprise for 17 years and never have I heard that this is policy or even so close to the 30 minute hold you just cancel my reservation. The gentleman asks me if a small SUV would work and I said that’s not what I reserved but that will be fine. He asks me for my Drivers License and my form of payment. I give him this and my Visa Debit card. He says to me I need 2 current utility bills, and a recent paycheck stub. I ask him for what purpose? He says it’s the new debit card policy. I inform him that I was not informed of this he stated I will be unable to rent a car without this information. I told him I would check my car for something I had a Cable bill in the car that I presented to him, he stated that this wasn’t good enough because it shows a balance!!!! It’s a bill and it’s for the past months services and the next months services. And this is how they send me my bill. He said He was unable to take this. I said how about a gas and electric bill if I can log on with my phone to show him the accounts. He stated that will work. After trying to log in and get this information 30 more minutes go by he then states I need to screenshot the bill and send it to his email address. I did that. As he starts the reservation he begins asking me other questions that he states are a requirement for me to rent a car. He ask my Employer Name ( I gave him a Check stub Prior with this info), My position, How long I’ve worked there, 3 personal references, Do I rent or own my home, how much do I pay , and have I ever been late. Once again I asked why do I need to provide this information? He states this is required it’s our policy if I can’t verify this information we can’t rent to you. As I oblige to his request, an older Caucasian lady comes in and stand at the register beside me an inquires about her reservation. The representative ask her for the drivers license and Credit card. She gives him her debit card and they state to her they will need to hold a deposit and they will need a bill with her address on it she states that she didn’t have that information on hand, The gentleman who was finishing my reservation states to the other representative “its fine since she wasn’t informed of this. Just get her taken care of is no big deal” I was in SHOCK!!!! How is it that a person not of color is able to be exempt from policy and treated with an abundance of respect yet an African American Man has to be treated with such disrespect and downright prejudicial behavior. Same situation different treatment. I have been an Enterprise customer for 17 years and not once have I ever experienced such distasteful and to me what seemed to be Racially motivated treatment. I am a man of policy, and I believe in being consistent with this. As a Human Resource Representative it’s my job to uphold it. I wasn’t informed of any policy stating this absurd request for information. I will be filing a complaint with the FTC, BBB, and a Civil Right Discrimination complaint against Enterprise immediately after I contact legal counsel. Treating people equally and Fair should never be select of person regardless of RACE. Please feel free to contact me for any information as it relates to this claim.
James Jackson
Hello James, I am taking over your file #150408-003092. I will follow up with the Regional Office right now. I will email you if I receive any updates. -Tatiana
Sorry to say I we’ll never use your Lancaster , ca location to rent a car your manager there needs to lean how to treat his Customers . And not lie to me I really don’t deal well with that .. I also will be telling everyone I know not to go there . Thank you .
David,
Thank you for your feedback regarding Lancaster. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number, and any further information regarding your experience with us.
When emailing, please place reference number 150408-001458 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Tamela Futrell-Rawls,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include the exact rental location, your contact information, claim, rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please place reference number 150407-002505 in the subject line. We look forward to hearing from you.
Sincerely,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I simply love the enterprise locations in Mooresville, NC. They are some of the best that I’ve seen..They are always prompt, on time and very friendly..I am a college student and I love their willing spirits to always assist me when I need to rent a car. There’s one young guy in paticular that goes beyond his way to service me and his name is Grey’s on Schram…I dnt kno him personally but he is very kind… #107 J Commons Dr. Mooresville, NC 28117
Greyson Schram=correction
Thank you for the wonderful compliment Brandy. I will pass this on to the Regional Office above the Mooresville location. -Tatiana
I scheduled a car to be picked up at 7:30 am Friday April 10. I called to find out when I could be picked up on Friday April 10. I was told the time they would pick me up depended on how many people they had to rent cars to first. I told the person, how do I know when you will pick me up. The person restated it depends on how many people we have to help first. If this is policy that enterprise will pick you up when Enterprise has time is a joke. People rent cars because they need to be somewhere on a time schedule. I do not know if this shop on Croix, Topeka, ks is unique in it’s pick you up policy or at all Enterprise locations. If this is true at all locations then change your web sight to state ENTERPRISE DOES NOT KNOW WHEN WE WILL PICK YOU AS LONG AS WE HAVE CUSTOMERS WALKING THROUGH THE FRONT DOOR. I am going to rent the car one day sooner so I know the car will be ready to go on Friday by 8am. This will copst me more money but I cannot trust when I can be picked up.
Jim,
We appreciate your feedback about our pick-up service in Topeka. We ask that you call one hour before your pick-up is needed to schedule your complimentary service. By calling one hour before you need the ride, the rental office is more able to provide you with an accurate pick-up time.
We’d be happy to speak with you further about your experience. If you’d like, please email care@enterprise.com with your contact information, rental agreement or reservation numbers and all of the details, so we can research this properly. When emailing, please list reference #150413-002870 in the subject line.
We look forward to hearing from you soon.
Regards,
Carol
Social Monitoring
Enterprise Rent A Car
Jim, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150413-003688, rental/reservation number and any other details. -Tatiana
This corporation has to clean out the bad apples. My insurance company rented me a car because mine was totaled. I was happy to find out this is a veteran owned company, as I am also a veteran. First, we were charged $100.00 deposit. Also, we were told we had to purchase your insurance to cover for damages to the vechicle, which we purchased. After speaking with our insurance, USAA, we were told our insurance covered damages to the rental. We turned in the first rental, with the same amount of gas and were told we did not put enough gas we where charged, which was strike one, and got a smaller rental that was covered by the insurance company. Before leaving my husband notified the agent that there was damage to the front bumper. The agent stated that’s no problem. When my husband returned the car, the manager stated there was damage and they where filing a claim with my insurance company and he needed to pay $250.00 deductible. He tried to charge his credit card. When I spoke to him to find out what’s was happening, He noted I needed to pay $250.00 for a deductible because there is damage to the vechicle. I stated me husband notified the agent there was damage prior to our renting the vechicle. I also notified him I will not be responsible for damage I did not cause. He says I am not saying you did the damage, but you need to pay the $250.00 deductible. I declined to pay because I am not going to pay for someone’s prior damage. Also, he never offered to investigate or talk with the employee. As a result he is going to file a fraudulent claim with my insurance company, which I will be contacting tomorrow. To top it all off he told me because I did not pay the $250.00, I will never be able to rent from you again and he would send it to collections! I totally have lost all hope and respect for the company. If this is the type of managers you having managing the company, I will never recommend this company.
I cannot say how FURIOUS I am with your company! I called twice to confirm my reservation and the type of vehicle I wanted. I showed up–when I was just told an hour prior that you had 5 cars–There was no car there. The counterman never tried to find me another car comparable either. He offered me a huge 4-door truck or a small chevy something. After three hours on the phone with CS and having three or four different reservations made and cancelled i was put in a Premium car. Yeah nicer car right!!?? Except i had unlimited miles inside the united states and now I don’t. My final call to CS and spoke with a CSA and then transferred to a supervisor and they could do nothing about it. The supervisor was being condescending to me and told me that no one offers unlimited mileage. Her name was Trivan with the login of E577MD. The CSA before her actually told me to take a TAXI to the airport to pick up the car! Oh and then they were going to charge me DOUBLE my original booking fee! Im so incredibly mad that i cannot type it fast enough! I Tried calling corporate offices and they were closed! Perfect! These big named companies are never there when you need their help. They’re only there to take your money and then find other reasons to charge you for something else you don’t need! Seriously! Screw You Enterprise!!
Kaylee,
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@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 the number 150405-000783 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I recently rented a car from 1820 S Brand Blvd Glendale, CA.
I did not get my deposit back for almost 2weeks so I called Enterprise few times to find out what was going on.
The employees that I talked to always told me my insurance never gave them an approval.
So I call my insurance agent and I find out that Enterprise never billed them and they aleady had an reservation#.
I call Enterprise again and Mr. Vastista, who was on my case told me that It was actually approved and that they had called me. I never received any phone calls EVER.
And he told me that I would get my deposit back but I would have to pay for the protection, which I didnt even know that I signed up for.
He explained that it was the basics or whatever but I was never told they would charge me $20 a day.
I complianed and he raised his voice at me and called me a young lady.
I am younger but that is no way to address your customer.
I had to ask him to apologize for calling me that because I was offended.
He apologized but he also said there is no reason for me to be offended for.
How does he know how I feel about him calling me like I am his child?!
This is the first and last time I will ever use Enterprise.
My experience at Enterprise was AWFUL, UNPLEASANT, and very upsetting.
I hope someone actually take action on his behavior.
And I hope no other customer will be treated how I was treated.
Guk Kim,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 150401-002900 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Extremely dissatisfied on how your company treats military men and women. Ny husband had to rent a car because of a schooling in Missouri and was quoted and charged $794 then second month $824. I’m disgusted on how your employee saw where she messed up then tried to credit is and apparently didn’t do and still charged us $824 when I have an email stating that was incorrect and she would fix. We still were charged incorrectly and when asked for a manager since we’ve been dealing with this for a 2 weeks they told me a number with no extension no name no nothing which the number happened to be the main number. So a manager had no name no number extension just the regular line and talk to another represenative. Absolutely uncalled for and ruined our weekrnd dealing with your company making mistake after mistake—–still dealing with and still overcharged! I feel like we need a refund or a manager to talk to and we get nothing…..this is poor customer service and I will get someone on the upline to call me!!!!! This is military money not ours! I will always remember to never get a thing from you!
Amy,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. We would like to get the Regional Manager involved to assist you. Please contact us at care@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 150401-002025 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Regarding a poor experience at your Withamsville, Ohio location….
On March 26th, 2015 our nightmare with your company began. We carry Allststate Insurance and were set up with Enterprise due to a car accident we were involved in. We confirmed our reservation with your Withamsville location on March 26th, 2015 via a phone conversation. An individual from this location was to meet us at the Auto Body shop the next morning after dropping the vehicle off, take us back to their location, fill out appropriate paperwork and put us in the car we had reserved . We were advised to call 15 minutes prior to leaving so the individual picking us up knew we were on our way..they were to meet us at the shop at 8:30 a.m. We called and were told there was no one to pick us up, they had no record, they would never pick us up at the location and basically inferred we made the story up.There was absolutely no reasoning with the young lady on the line ,and we asked to speak to a manager Sasha promptly said she was the manager and would not be able to help us because it was a busy day. We called back and a young man answered, hoping we could discuss our problem with him and resolve the issue proved to be just as frustrating . We could not get a word in, he was arguing that he was standing next to Sasha and if we ” were standing across the street at McDonalds he still wouldn’t pick us up” …My wife , now late for work arguing with your “management” lost her temper as your two employees were giggling and laughing at our situation..and involved our insurance agent. Thankfully he was able to meet us at the shop and take us to your Withamsville location. Sadly, Sasha decided she was not going to rent the car to us any longer , it was there and reserved by Allstate, but since we lost our temper with her she will not give us a car! ….Robert assured us Allstate would handle this ..but we want to be sure you know how awful and what poor business practices your ” team” at this location is using. 3 hours later, after going to several different locations , a car was finally available, but we are now paying above our rental limit ..an extra $3 per day , because of your employees.
If this location is a reflection of your vision and mission to serve your customers..you are way off the mark. We will not let this go! We will be a thorn in your side until this situation is resolved to where we, YOUR CUSTOMERS, are satisfied.
Matt & Amy,
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@enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.
Please reference the number 150401-001897 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
After being a long time customer of Enterprise, 11 years to be exact, it is sad that that relationship has been severed completely. I recently picked up a rental from the location here in tampa, fl., on busch ave to be exact. Rental was for one week, $225.01 after taxes plus a $200.00 deposit because I used a pre paid debit card. I ended up keeping the rental an extra 4 days, and was charged an additional $101.00 for 4 days, which I thought was a steal and more than willing to pay, contingent my $200.00 deposit would be returned to me once the car was returned. So far, Enterprise has charged my card in total, $425.01+$101.00= $526.01. Keep in mind my actual total minus the $200.00 deposit is $326.01. When I returned the vehicle only $100.00 of my deposit was returned, the manager tried to lie & say they took the extra from my deposit which was not true. I am actually ok with the charges, but the issue is what makes them think they dont have to return my full deposit once they received their car? Mind you, I didnt even mention the fact that the initial vehicle they tried to rent me was filthy, so much so one of the managers, terrell, switched the car out the very next day. And when I called customer service about my concerns about my deposit, a khadijah, assured me it would be 24-48 hrs and I would hear something to resolve this, which never happened and we are coming up on hour 86 hours but the straw that broke the camels back was when I called the branch this morning to fix the issue before I escalate it, to be told by the same terrell, to hold while he helps other customers in the store, placed on hold for more than 3 minutes for the phone to start ringing again and mysteriously hang up on me. Enterprise used to have a air of integrity about themselves. It showed in their products as well as in their customer service. And although I had never had an issue with this branch, I have heard stories, but in my eyes, it is hearsay until I see different. It is evident that Enteprise no longer has that quality. You have lost one as a customer which is a shame because at the end of the day, numbers dont lie, people do. Terrell spent more time trying to act as if they did me a favor by charging my card again and not returning my deposit, versus owning up to their mistake he did not try and resolve the issue. In fact, he basically hung up on me which is never professional. Had they took the time to rectify their mistake, they would have come out alot cheaper. Their $100.00 mistake is going to cost Enterprise a whole lot more. This will be escalated on a corporate level and higher if need be.
Olivia,
Thank you for bringing this to our attention. Customer service is very important to us and we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, the rental agreement or reservation numbers, and any further information regarding your experience with us.
When emailing, please place reference number 150401-001844 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
To Whom it may Concern,
I have rented from you for years. I have never experienced such inappropriate behavior from one of your employees and then your so called manager.
Why would an employee lie about a price when I can look it up on line.
My wife was unhappy with the “Premium” car we rented as it was dirty and had high mile.
I was then told that I could be “upgraded” to a mid size SUV for $12.00 a day more.
The rate on line was less for the SUV than the premium car yet your employee wanted to charge me 12.00 a day more. I called the manager over and she could not explain his actions too me. I am also confused by changing terminology. Mid sized SUV Full sized SUV and Standard size SUV all seem to mean the same. My wife happens to be an executive for LOWES and I work for MTV.
Ill be letting them know and have those corporate accounts shopped.
VBN
Dr. Nicoletti,
Thank you for bringing this to our attention. As customer service is very important to us, we would like the opportunity to look into this for you. Please contact us at care@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 150401-001802 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
To whom it concerned,
Renting from Enterprises becomes a nightmare!!!
As a FedEx contractor we are renting from Enterprises occasionally for the pass three years. Lately we have a lot issues with renting and additional charges. As a FedEx contractor we have a rental agreement” NO CHARGE MILEAGE” and since December of last year we have been charged for extra miles. Renting office is open on Saturdays from 8am-10am and any vehicle returned after 10 am will be charged not only for Saturday but for Sunday as well (keys properly dropped in the key box). We have EZ-pass open for our company and using them on rented vehicles when our vehicle are off the road for any reason. Before we had the option to inform Regional Toll Authority about temporary changes of plate # providing them with rental vehicle plates so they are on the file if any discrepancies occur in reading EZ-pass, we would be directly informed from Authority. Since last year renting companies are not allowing to put temporary information on EZ-pass accounts users and it comes to the point that the renter/our company started being charged for violation tolls after 40 days they occurred. For example the vehicle was rented for a full month in January and February 2015 and same EZ-pass was properly attached to windshield and was scanned properly for the morning ride to Seneca Falls but was not read on the way back to Rochester. In 60 days of renting we had 4 charges for “VIOLATION”. It is obvious that we did our part of obligation but Enterprises did not bother to informed us at the time so we can react before the charges were made. In the past two days I am going back and forth with telephone calls spending hours with no success to resolve our discrepancies.
That is probably the way how loyal customers are treated!
What a shame!!
Pam,
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@enterprise.com including the exact rental location, your contact information, your rental agreement or reservation numbers, and any further information regarding your experience with us.
Please reference the number 150401-001744 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I have been attempting to resolve a situation with Enterprise for over a week now. I am beyond frustrated and after reading the long, long list of complaints above, I am sadly starting to realize that my situation is not isolated. The only thing that has prevented me from filing a formal dispute with my credit card company is that I don’t wish to be sent to collections by Enterprise!
I called to make a reservation for a rental in early February. I was told that I had an owing balance that had been sent to collections, and couldn’t rent until that was taken care of. I had not rented with Enterprise for a couple of years due to an issue the last time I rented, and had moved since then, so had no idea I owed money. I call right away and paid it, and the collection company sent a letter to the Pocatello, ID office, telling them that the amount was paid. On February 5th, I was able to pick up my rental with no problem. I originally rented the vehicle for one day, and was charged for the single day rental and the $150 hold, and I happily went on my way. The next morning, I had decided to stay with my friend for the weekend, and so called and extended the rental to bring it back the next Monday. I was charged at that time for the extension. Again, no problems. That Monday morning, before I returned the rental, the company I contract for asked me to take a long business trip to Montana. Rather than putting the miles on my older vehicle, I called in to Enterprise and asked if I could extend the rental for a full week. I was told that would be no problem, and the rate was $252.63 a week, including taxes and all fees. Again, the charge went through that same day, and there were no problems.
Long story short, that trip took longer than planned, and I was asked to take another trip after that was complete. I knew I was going to need another couple of weeks with the car. I called on 2/17 to extend the vehicle for two additional weeks. They asked me on the phone if I wanted to pay the entire two weeks, and be charged 505.26 or if I wanted to apply the $150 deposit I had paid to the charge, and only be charged 355.26. Well, I am always on board to save money, so I said that was how I wanted to pay. However, the next day when the charge showed up, I was charged $461.64 . I was really puzzled as to how this amount could have possibly been arrived at, as it was too much for one week and not enough for two weeks. So I called back and talked to Rob, who was the location manager, and asked him about it. He pulled it up and apologized and said that it was an error and he would refund me 106.38. However, when the refund finally showed up, he refunded me 57.10. I called yet again to ask about the discrepency and was told that he had told me it would be 57.10 and that if there was any overpayment at the end, the remainder of the refund would be done when I returned the vehicle. As I needed the car at the time, I decided not to argue.
Due to more traveling for work and for personal reasons, at the end of the two weeks, on 3/2, I knew I was going to need the vehicle for another two weeks. So again I called and extended the vehicle, and they told me they would charge me. To my own discredit, I did not question them further, as I assumed that the charge would be the one week cost of 505.26. I never heard another word from Enterprise. For various reasons, i did not get online and check that account information until the next week. I discovered they did not charge me until March 10, and then they charged me $511.85. As it was less tan $10 more than it should have been, I didn’t say anything. Until I received a phone call on Thursday, March 12 from the Pocatello branch telling me that I had to either call them with a new credit card, as they were unable to charge mine, or that they would come and take possession of the vehicle from me. I called immediately and explained that they had JUST charged my card and that should take me through the return date of 3/16. I also explained to him that I would actually be returning the vehicle on Saturday afternoon. He told me that I would still owe them $152.38 through Saturday afternoon. At this point, I was simply sick of fighting, and so I told him to go ahead and charge my card. Which he did NOT. I returned the vehicle as agreed that Saturday afternoon, and had to call the Pocatello office on Monday morning, as my card still had not been charged. The girl I spoke with charged me $253.35. At that point, I truly had just had it. I called back and spoke with Rob, and asked him why I was charged $100 more than I had been told I would be. He stammered around, never really giving me the reason, and then said, well, I’ll split the difference with you and refund you $40. Not even close to the extra charge, but I decided to take what I could get. He had me stay on the phone while he processed the refund, but lo and behold, when I hadn’t been refunded after a week, I called back to find out he never did the refund! It finally came through, but I have still been charged far, far more than I should have been. I was quoted a price of $252.63 week, including tax. I also was charged 30.99/day for 5 days. Not totally sure what those 5 days were, but I don’t really care. I had the vehicle for 5 weeks and 4 days. At what I was quoted, I should have been charged $1265.15 plus 123.96, for a total of 1389.11. I was charged $1691.20. Enterprise owes me 302.09.
To make this ordeal even worse, when I called again to make another rental, after being lied to and given a huge run around, I finally discovered that I had been placed on the do not rent list because I had extended my rental and not paid for it! WHAT??? Not only did I pay for it, but I OVERPAID. Twice I was not charged when I called, but I fail to see how I have any power over when an Enterprise employee makes a charge. Not only was I not charged when I was told I would be, but once I was not refunded when I told I would be as well.
Enterprise as been in business for a very long time. I am shocked to see the poor business practices laid out in not only my complaint but in the many I have read tonight. There is a lot of competition in the car rental market, and I am not sure how the company can stay in business while earning this sort of reputation.
I travel a lot for work, and typically spend somewhere in the neighborhood of $7,000-$10,000 annually on vehicle rentals. In addition, I am asked regularly for rental referrals by friends and acquaintances. After reaching no resolution from multiple contact with the Pocatello, ID store, messages left at the regional office, and a call to customer service, I am extremely close to posting my story on social media and asking my 1,000 friends to share, as well as letting the companies I contract with know what has happened and asking them to let all representatives know to avoid Enterprise. I will also be contacting the Better Business Bureau, and if I do not receive resolution through Enterprise, I will be filing a formal dispute through my credit card company for a refund of the amount overcharged.
I want to continue to work with Enterprise, as the rental prices are extremely competitive. But I expect the corporations I work with the operate with the same level of integrity that Enterprise expects me to operate with.
Eliza Dunkle
My daughter had rented a vehicle from the Ansonia Connecticut office. When it was time to pick up the vehicle the Associate who was to check the vehicle with her for damage spent more time asking about her social life and what she did for fun and dating. Eventually my daughter took possession of the vehicle and subsequently she returned the vehicle in an unsecured drop off area. Enterprise called my daughter and stated they found a scratch on the roof of the vehicle and we’re going to charge her check card $500.00.
Of course I charged down there and stated the facts to the manager relative to the associate and unsecured drop area. We’ll today some 4 months later Enterprise withdrew $270.00 from my daughters account which put the account in overdrawn status and said they still want another $56.00. We also know of another young lady who experienced the exact same scenario. So now I am contacting the local Television Investigative Reporter and I will standing in front of their location with a sign warning perspective customers of Enterprises scrupulous ways.
Bailey,
Thank you for reaching out to us. We’ve noted your comments and would like the opportunity to look into this for you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, the rental agreement or reservation number, and any further information regarding your experience with us.
Please reference the number 150329-000837 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
To whom it concerned,
Renting from Enterprises becomes a nightmare!!!
As a FedEx contractor we are renting from Enterprises occasionally for the pass three years. Lately we have a lot issues with renting and additional charges. As a FedEx contractor we have a rental agreement” NO CHARGE MILEAGE” and since December of last year we have been charged for extra miles. Renting office is open on Saturdays from 8am-10am and any vehicle returned after 10 am will be charged not only for Saturday but for Sunday as well (keys properly dropped in the key box). We have EZ-pass open for our company and using them on rented vehicles when our vehicle are off the road for any reason. Before we had the option to inform Regional Toll Authority about temporary changes of plate # providing them with rental vehicle plates so they are on the file if any discrepancies occur in reading EZ-pass, we would be directly informed from Authority. Since last year renting companies are not allowing to put temporary information on EZ-pass accounts users and it comes to the point that the renter/our company started being charged for violation tolls after 40 days they occurred. For example the vehicle was rented for a full month in January and February 2015 and same EZ-pass was properly attached to windshield and was scanned properly for the morning ride to Seneca Falls but was not read on the way back to Rochester. In 60 days of renting we had 3 charges for “VIOLATION”. It is obvious that we did our part of obligation but Enterprises did not bother to informed us at the time so we can react before the charges were made. In the past two days I am going back and forth with telephone calls spending hours with no success to resolve our discrepancies.
That is probably the way how loyal customers are treated!
What a shame!!
Pam,
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@enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experiences with us.
Please reference the number 150329-000830 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I rented a car from Enterprise. It has been a nightmare! All I wanted to do was drop off at a different location other than the airport and it is a HUGE ordeal. It took me over an hour to get a hold of the right person, being disconnected 3 times. I have been lied to and have serious concerns about what my credit card will be charged after reading the stories below. And believe me, if there are any unwarranted charges I will be back on this site!! I like the others will NEVER rent from Enterprise again. There is NO customer service and no one seems to care. In the competitive world we live in this company better figure it out fast. I am in a high level customer service position for a MAJOR retailer and will NEVER again use this company for car rental. If I treated my customer’s the way I have been treated I would no longer have my job. Enterprise needs to get on the ball and make some major changes, looks like they are losing business left and right. I would NOT recommed renting from them. Worst experience EVER! No one has time for lies and a run around with no accomodation for the customer, let alone spending over an hour just trying to talk to a person. Bad business and will never go back. I would ride the bus first it would be an easier experience I am sure!!!!
Denise,
Thank you for sharing your experience with us. As customer service is very important to us, we would like the opportunity to look into this for you. Please contact us at care@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 150329-000809 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I am writing this to advise you of an experience we had in Florence Italy with Locauto Rent, which is part of Enterprise according to our rental agreement. They didn’t have the courtesy to give us a friendly “heads up” and/or warning about the ZTL Lanes (restricted traffic zones) but then again why would they when apparently Florence issues approx 1500 tickets a day because of traffic cameras. Seems like this is an easy way for the city to obtain money from uninformed travelers. Unbeknownst to us we used restricted lanes which incurred numerous traffic violations. Each time we used one of these lanes, our rented vehicle’s license plate was photographed and a fine was incurred. Two months after we returned home we received 8 separate charges totaling $60.29 each on our credit card from Locauto Rent for “administrative fees”. Supposedly these charges cover dealing with the fine received for the unknown traffic violation we incurred. According to the signed rental agreement, we are responsible for these fees. This doesn’t even cover the separate fines that we will receive from Italy. Had the rental company informed us, we would have known and then perhaps I could justify the violations. In my eyes, this is just a scam and leaves a a bad impression in my mind. Now the wonderful memories of a once in a lifetime family vacation in Italy, are tainted because of this experience.
Karen,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include the exact rental location in Florence, your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 150325-000679 in the subject line. We look forward to hearing from you.
Sincerely,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I’m still waiting for a reply…..I was told you would get right back to me?
Still waiting….
The rental location I used is 10200 East I-10 Service Rd, New Orleans, LA 70127. I rented from enterprise recently and my doXXXXents were sufficient enough for them for 3 separate rentals. Today however they refused my second doXXXXentation stating they are not allowed to accept the doXXXXent in that form. Also I’m just learning that my drivers license has to match each doXXXXent I bring which it hasn’t on previous rentals. The representative (Clarice I believe her name was) tried to talk her way out of it saying that I was supposed to have been informed on the last rental that I could no longer use said doXXXXent. I was never made aware of it. She said further when I asked for the corporate number that actually I had been informed. She said “she was standing right there when another representative was reading me my contract terms that the rep had also informed me about not being able to accept the doXXXXent after that.” That’s a complete lie. At the time she was handling her own customer and there was another rep in between her and the rep helping me. So how could she be standing right there listening? She also informed me she was penalized by her supervisor for accepting my doXXXXent last time. I later find out when I ask to speak to her supervisor about the doXXXXent that she’s the branch manager. She’s the supervisor. Again complete lies she’s been trying to feed me. Also my reservation was for 12 noon, was told they would arrive around 12:30 but my pick up came at 2:20 pm. This is really a disappointment for me from your employees. That they would lie to cover their own butts for messing up in the first place. Don’t know if I’ll rent from you in the future but will definitely let my family and friends know of my experience.
Latasha,
We appreciate your feedback.
Our local offices are more than happy to rent to you when your payment choice is a debit card. You will need to bring along a few extra items before getting into the rental and the reason for this is that a credit card shows your credit check and background check have qualified you for a predetermined line of credit while a debit card does not. To inquire about debit card requirements call our customer care line at 1-866-324-0810 or the office directly or use the link provided. https://bit.ly/1jGiz2g
To speak with us further about this experience please email care@enterprise.com with the full details, rental location and your contact information and place reference number 150325-001931 in the subject line.
Warm Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
On 8-23-14 paid a past due balance. I was trying to do the right thing by clearing up my debt. On 3-18-15 I reserved a car at the Rayen ave youngstown,Ohio store I go to pick up the rental and I am told that I am on the “do not rent” list due to a past due balance! I explain to the store clerk that I have paid that balance as of last August. He tells me there isn’t anything he can do because the corporate office is now closed. I then race to hertz and get a rental without any problems. Today I called corporate and explain my situation and I am told that they never received my payment. I luckily save my bank statements, I’m sure glad I didn’t pay in cash because I would now owe enterprise another $172.20!! This debt has been on my credit now for 6 months when I paid it! The store manager did give me a free weekend rental but how does that help my credit report! Anyone reading this please take notice this has caused me a lot of grief when I was simply doing the right thing by paying my bill!
I have rented from Enterprise in Turnersville, NJ a few times in the last year since my daughter and her family moved to NC. I have an SUV, so I prefer to rent an economy car because it is cheaper on gas. Each time I would use my debit card and a utility bill and pay stub. I do online banking with my utility companies, so I print out a utility bill to take with me. My daughter was due to have her baby on Thursday, 3/19/15, so I went to enterprise after work on Wednesday to rent a car to be there for her scheduled c section. I didn’t reserve a car because I wasn’t sure which day I would be leaving. I also wasn’t sure which Enterprise location I would be using. However, I did call Enterprise and ask what credentials I would need at the counter to rent a car. They told me if I was using my debit card that they would need a utility bill in my name and a paystub. Tuesday night I printed out my most recent bill from the gas company. After work on Wednesday I went to Enterprise in Turnersville at 5pm to rent a car. I gave them my debit card, most recent utility bill and a paystub. They looked at the utility bill and said that they couldn’t accept it because it had a past due balance. The balance was due on the 13th and I might add was paid online thru my bank account on the 14th, but did not reflect on this bill yet. They asked me if I had any other utility bills with me and I didn’t. I had my cell phone bill in the car, but they said that couldn’t be accepted. At this point, I was in tears. I couldn’t use my car because it was having issues and I was afraid I would break down on the way. I pleaded with them and told them that I have rented cars from them often. They just gave me an “I don’t care” attitude. Didn’t even congratulate me on the upcoming birth of my grandchild. I have one major credit card, but it only has a $300 limit. Plus, I am in the process of buying a house and need to keep it at a zero balance. I called my other daughter who teaches up in Bordentown to use her credit card and she left school right away to try to make it. She called me and told me she was still on the turnpike in traffic at 5:55, and would call her fiance who works close by to meet me there and use his credit card. He got there in 5 minutes and gave them his information and they said I would have to be listed as a driver and it would cost me an extra $20 a day. I was upset but willing to do anything to get to my daughter before the baby was born. I then asked for an economy car and they said they didn’t have any, so I would have to go one step up. Usually when I go to see my daughter, it costs about $120 – $130 for 4 days. They tell me it’s going to be $280! I was fuming! I could have flown there for that price. Plus I was technically only going for 3 days, but would be home a little after they closed on Friday, so they were charging me for Saturday too! I was renting from Tuesday at 5pm til Friday at 7pm, yet they want to charge me for 4 days. My complaint is I don’t feel that I should have had to use someone else’s credit when I had the credentials that they asked me for on the phone. I feel as a courtesy, they could have waived the $20 a day fee. I also feel that if you don’t have any economy cars that you should give me the economy price for the “step up”. I work in customer service and I know that there is something that could have been done to satisfy me. And I still feel that something could be done! By the way, in case anyone cares, my daughter had a beautiful baby boy.
Lisa,
We value your feedback.
Enterprise encourages clients to make their reservations as far in advance as possible to guarantee vehicle availability and cheapest rates. However, we understand that this can’t always be the case and so we’re happy to provide you with a rental vehicle as availability allows.
Our local offices are more than happy to rent to you when your payment choice is a debit card. We do ask you to bring in a few extra items before getting into the rental. The reason for this is that a credit card shows your credit check and background check have qualified you for a predetermined line of credit while your debit card does not require the same qualifications. We encourage you to call our customer care line at 1-866-324-0810 or the office directly to inquire about additional doXXXXentation requirements.
If you’d like us to look further into this experience please email us at care@enterprise.com with the full details, rental location and your contact information and place reference number 150325-001712 in the subject line.
Warm Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
Why has your, Enterprise Rental Company completely destroyed my family’s spring vacation????Your company has not only destroyed their vacation it has cost me personally, over 1,117.86 in lost room charges. I (was) a long time customers, and made this reservation in full trust and faith that your company would fulfill this agreement. When calling to check what I would need to breng in for the rental, I was told I could NOT have the rental if I did not have a major credit card. If you look up the reservation you will see no mention about this,(and I have copies of your disclaimer), but I was told very rudely this is your policy and its my fault I didnt call sooner. This just happend today about 5:pm and my reservation (was) in the morning at 7:30am. This is a serious mistake on Enterprise part, and this is not the last of this complaint…..
Debbie Sparks,
Thank you for your comments.
We want to rent to everyone we possibly can so it’s no problem if you don’t have a credit card. Our local offices are more than happy to rent to you. We do ask you to bring in a few extra items before getting into the rental. The reason for this is that a credit card shows your credit check and background check have qualified you for a predetermined line of credit while your debit card does not require the same qualifications. The additional information we ask for is in the form of two current bills and a paycheck stub. If you’d like us to look further into this experience please email us at care@enterprise.com with the full details, rental location and your contact information and place reference number 150320-000642 in the subject line.
Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
Rented a car from El, paso to Carlsbad,Nm. Dropped off rental there because had an emergency, and to stay in for the night. While I was waiting for my ride I hear this young lady cussing up a storm and yelling. She was on her phone being so unprofessional. I was so embarrassed for her. I didn’t catch her name but do remember her voice. She has a different voice, very loud. She should of left the office to make her disturbing call. Me an some other customers were in shock to hear this young lady talk so foul. I love Enterprise but disagree with the people they hire. I don’t think my friend Mr. Taylor would be so happy about this. But he will be getting a call from me. Please management do something about this! You will be getting a call from corporate Carlsbad,Nm!
Susan,
We’ve noted your comments and would like the opportunity to speak with you further about this. Please send us a detailed email to care@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 in Carlsbad.
Please reference Number 150325-001040 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I am awaiting a rental that I had a reservation for for 10:00am. It is 10:31am and I was told that there are no cars available. I heard your agent, Alana say that they had 20 walk-ins this morning. Why are walk -ins given preferential treatment over customers whose insurance is paying. I have never had a reasonable check in with Enterprise. Outrageous!!!
Sylvia,
We’ve taken note of your comments. Have you gotten into the rental?
For assistance with this, please send a detailed email to care@enterprise.com with your contact information, reservation number, the exact rental office loation and the information you would like us to know and place reference number 150317-000778 in the subject line.
We look forward to hearing from you soon.
Regards,
Carol H.
Social Monitoring
Enterprise Rent A Car
To whom it may concern,
I’m currently renting from Enterprise located on 7001 S Western in Chicago, IL. The rental that I was in possession was paid for through my insurance company. The rental was towed and I was told by the manager at the site (Raul) that the only amount that would be due is $200. $170 for the tow and $30 for the storage fee. The towing company verified that amount so I did pay that in full. Yesterday, I received a call from the same manager stating that he received a email from the towing company and they stated that there was an Cook County fee of $500 added on as well as $75 admin fee and a $85 tow fee. I contacted the towing company to verify these charges and not only are they invalid, there is no record of attempting to pick up the rental and there is no record of said email being sent from the towing company. I contacted Raul and let him know that the tow company has no record of said charges and requested to see the email before making a payment. Now he states that I can come in to the office and he can show me a “statement” listing the charges. I asked to see the email that was sent to him and he states that he doesn’t know if he can release the contents of that email. I’ve already contacted the towing company several times and they’ve stated repeatedly that records of those charges are non existent and no charges of that nature were added on from the towing company. Its pretty blatant what the manager is trying to do and it will not work. There are no such charges and there was also a payment they tried to authorize from my account in the amount of $100 that luckily was declined by my banking institution because it was unauthorized. I wasn’t notified by anyone why that amount was going to be taken from my account, or that there was going to be a transaction made at all. I have paper doXXXXentation from the towing facility, insurance company and all doXXXXentation thus far from Enterprise and all of that info has also been forwarded to my lawyer in the event that I do need to seek legal counsel in this matter. Trying to tack on false charges to someones account is very unprofessional and FRAUD.
Andrea,
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@enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.
Please reference the number 150315-000554 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
*Update* this is still an ongoing issue. After I let Raul know that there is no record of said fee, he invited me into the office on Saturday morning to review an “email” that he claims came from corporate regarding the situation and the fee. Once I made it to the office to discuss the fees he became very unprofessional. He printed out an email but it didn’t look like an official email that would come from corporate or the vehicle recovery department. I asked to see the email that he initially said came from the tow company. I also let him know that I had contacted the tow company regarding the fees and that email. the OWNER of the tow lot stated that no one had ever attempted to pick up the car and they don’t even send out emails so there was no email sent from to anyone at that branch or Enterprise PERIOD. He then backtracked and stated that it was CORPORATE that contacted him about said fee, not the towing company like he initially told me. While standing in the office I contacted the tow company again and the owner was there and asked to speak to Raul and he PERSONALLY let Raul know that there is no $500 admin fee associated with the vehicle that was towed. Once he finished speaking with the owner of the tow company, Raul then stated that it was CORPORATE that contacted him about the fee and that he was waiting for a response from them and he would call me on Monday morning (3/16) to update me on the “situation”. He was very snide and rude as I left out of the office. Monday came and I heard NOTHING FROM RAUL
When I call up to the office, he has his two associates Wayne and Edward screen the calls and its always an excuse about him “not being in the office” (but he can be heard in the background) or him “being on the phone”. So I finally reach him and in a very unprofessional tone he tells me and I quote “I haven’t heard anything from corporate and I said I would contact you once I hear back from them.” As I reminded him that he told me he was going to call me Monday to update me (I finally reached him 10 mins before the branch closed), he hung up. Today is Tuesday (3/17) and he contacts me about an hour ago stating that CORPORATE told him that Cook County is charging the fee and gave me a number to contact Cook County directly and stated that they can’t pick up the car until they get that fee. He initially asked for the number I dialed when I spoke to someone at corporate and I told him that its not necessary to verify what number I called. To cross check and see if I called the right number to corporate (which I know I did), I asked him to provide me with a number from Corporate that I could contact to verify said charges. He right out refused to give a number. He didn’t state that there wasn’t a number, he said he wasn’t going to provide it to me. He however, gave me a number to contact Cook County and he stated that they would explain that there is a $500 fee and why it had to be paid. I called the number he provided to verify the fee added on for the tow. I spoke directly with an officer who pulled up all of the information regarding the vehicle being towed and looked up all fees associated with that tow and she verified that THERE WAS NO $500 FEE ADDED ON BY COOK COUNTY and also explained that no one can add on that fee because its an administrative fee that has to be added on by an officer of Cook County and not an outside party. She also stated that the tow company would have records of that fee if it was applied and would have verified that with the manager when he called regarding the car (which the towing company verified he never did because there is no fee). She also gave her direct number, name and stated that Raul could contact her personally to clear up any misunderstanding regarding him telling us that Cook County is asking for a $500 fee to pick up the car and there is no such fee owed from us. I called the Enterprise branch back to speak with Raul to pass on that info and of course the Customer rep Edward screened the call and claimed that Raul was “out the office” but stated that he would make sure to tell him to call me back.
He also mentioned to me that he would not give me the number to Corporate and that there was no need to reach out to Corporate because it was a matter that needed to be worked out directly with him and his towing company he was working with to get the car.
Enterprise in Ledgewood, NJ.,is a horrible business. The managers, if that’s what they are called, Chris & Vince, are very rude and are horrible in handling customers, and lie to their customers as well. I rented a car from there for 30 days, they told me that the insurance will take care of everything , even the 16.95 per day insurance that supposedly I needed, even though I had my own coverage. When I return the car , Chris said don’t worry Ill call you when all is finalized, well no call and my account was charge $565.83 !!! When I had call them about this issue, they acted dumb and then couldn’t provide any explanation. They are thieves and try to rip people off. Do not rent your car from ENTERPRISE Again especially at LEDGEWOOD, NJ!!
Dawn,
We’ve noted your comments and would like the opportunity to look into this for you. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference the number 150315-000504 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I picked up a rental car, at night, from the Enterprise in Springfield (Progressive). The Progressive Rep and I did a quick walk around the vehicle prior to me leaving; checking the exterior ONLY.
I dropped the car off this morning 3/10 at the Enterprise located in Temple Hills, MD; did another walk around with the rep at this location. I received a voicemail from the Branch Manager at the Springfield location 20 minutes later, stating I was going to be charged for burn marks located inside the vehicle — WHICH WAS THERE WHEN I PICKED UP THE CAR!
I have been calling back and forth to each location, as well as trying to get in contact with area managers. I am not getting any assistance with resolving this issue. I don’t smoke and neither do my 4 year old daughters — I NEED HELP!
I will NEVER EVER rent from ENTERPRISE again unfortunately I am not the first person who have had erroneous charges from this company.
Enterprise rental.
Has become the worst car rental company in the industry. They will take advantage of you when ever they can and think nothing of it. I have discontinued renting from them!
Tabitha,
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@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 the number 150310-001213 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
My car had to go in for body work due to an accident. I filed a claim through my insurance company. I had to rent a car. I was told all would be covered through my insurance, that’s why I pay extra for the insurance. Now I am being charged $186.26 plus $236.26 by Enterprise! I should not be charged anything! My insurance adjuster spoke to the manager of Enterprise. The manager told him they had closed the account. The adjuster asked “why” all you needed to do was contact me for an extension! Open the account and issue the refund. The adjuster was told by management it would be done in 24 hours. Nothing was done! Now I show to charges! I want my money back! We rent from Enterprise a lot and have never had an issue like this. Please contact me to rectify this matter immediately.
Wendy,
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@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 the number 150315-000422 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I filled in a request for help on 2/22/15 on your customer service website and have heard nothing but the auto-reply . I too am living in an Enterprise bad service, underhanded practice nightmare. I arrived at the Phila. airport location and was aggressively pushed to take the added insurance even after repeatedly refusing. ( I now know why that was pushed) . I have never had a problem before where that would be necessary. I had a coupon for a free upgrade from a problem at this same location which the associate refused to honor. The car I was offered was damaged on the back bumper. I now also know I should have refused that car as the intention from the beginning was to find someone to cover that existing damage anyway possible. The damage was noted , but somehow when I returned the car there was a mysterious dent above the back tire that just happened to be on a piece that connected to the bumper. I was automatically charged $250 which I was told by two different people I should deduct from any final payment. The only damage listed for my rental period was an indent above the back passenger tire. When the damage estimate arrived I was sent photos of a different car, the case manager Ms. Garcia, refused to listen when I told her the estimate was not even for the car I rented . She said” that’s what I have , that’s what you have to pay. ” I called the Phila . rental office and the associate who answered the phone said ” Oh yeah, the bumper damage” I stated the bumper damage was not mine and she forwarded my call to the fleet manager who looked at the photos and said, your right that is not the same car. It took two weeks for him to get me accurate pictures , but these included photos of the pre-exisiting bumper damage and charges for repair of damages that were outside of my rental period. I sent two emails to the fleet manager asking about these charges , he called me a week later to say he had forwarded my emails. Five days later I received an ugly letter from Ms. Garcia , addressed to Sir/ Madam even though my name was right at the top of the page. I was told I was being uncooperative and had to pay these charges. I was doing my best to cooperate and had placed several calls and emails to try and get an accurate estimate that only reflected my rental period . I requested this again in a letter and another phone call. I had provided Ms. Garcia with my cell number and two emails and yet she continued to leave messages on my home phone which we rarely check and I sometimes do not have access to. After another rude, ugly message from Ms. Garcia , I gave up . I just want it all to be finished so I mailed a payment for the remainder of the estimate, with the payment coupon. This payment was mailed on 2/11/15 and cleared my bank on 2/17/15, I have a copy of that cancelled check. That should have been it, should have closed the claim. I find another message from Ms. Garcia, again on the home number, which I don’t get until 6 days later. Before I can respond to her, I have a message from a collection agency. I then email Ms. Garcia and your customer service department on 2/22/15. No response from either but I have gotten a letter from the collection agency, listing the full amount of the estimate, even though you have charged my credit card and cashed my check. So now you expect me to pay you twice for charges that were not even mine to begin with. I never want to do business with Enterprise again , but I want this nightmare cleared up , so I can get on with my life. I have excellent credit and have never had any problems like this . I am truly sick to my stomach and have lost sleep over this . I work in a field where good customer service is a priority and I would not have a job if I treated any of my customers the way I have been treated. It has been awful and not at all what you advertise as your goal.
Jean,
We appreciate your feedback and we’d like to assist you with this. Please email us at care@enterprise.com with your contact telephone number, any claims, rental agreement or reservation numbers and all the details. Please place the reference number 150306-001601 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I rented a car from the Troy NY branch on January 29 at 12:00 in the afternoon. I only needed it for a one day rental. I returned it after hrs at 4:00a.m. Friday morning. So I had the car for 16 total hrs. I assumed everything was fine as I never heard anything from them, until I received my credit card statement and I noticed I was charged double. I called the manager and he told me that his records indicate the keys were logged back in at 6:00pm so that’s a two day rental. I told him that it was a mistake because the keys were in the dropbox at 4am. He was going to look at the cameras and call me back that day before they closed to verify. Never received a call back. Called him again today and he says he’s still working on it. How long does it take to review a camera? I would like to get this issue resolved because I’m not going to pay your company for a 48hr rental when I didn’t even have it for 24hrs.
Travis,
Thank you for sharing your experience. We’ve noted your comments and would like to assist you with this. Please email us at care@enterprise.com with your contact telephone number, the rental agreement or reservation numbers and all the details. Please place the reference number 150306-001588 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I as most of the people on this thread has been overcharged for an insurance rental and I’m truly upset. I was told the car I received was at the insurance coverage of $30 a day. I was then charged taxes on the rate & a vehicle license fee for which I’ve NEVER been charged not to mention wasn’t told about. This isn’t the first time Enterprise has charged for miscellaneous fees & didn’t disclose that information to us. I will say it is the LAST time anyone in my family will rent from Enterprise. I’m requesting my money which I know won’t happen since I doubt Enterprise even reads or cares since you’ve already taken my hard earned money after being laid off, having 2 miscarriages, then getting into a car accident. I’m definitely going to file a complaint with the BBB as there are many already filed & guess what for? YUP fraudulent billing practices! Enterprises’ corporate really needs to read these complaints personally & see there’s a pattern of deception around the world/country. Everyone can’t be wrong.I’m unemployed and want my money back. Even your employee said they hear many complaints but can’t fix the problems. I don’t want a coupon for future use…I’m behind on my bills and want my money back. The mission statement could’ve been true when the company was established but has fallen to the wayside long ago. Again I will inform EVERYONE I know what a fraud enterprise is.
Simone,
We appreciate your feedback and would like the opportunity to discuss this experience further. Please send a detailed email to care@enterprise.com that includes the exact rental location, your contact information, any rental agreement or reservation number and all the additional information regarding your experience.
Please reference the number 150303-001242 in the subject line of your email. We look forward to hearing from you soon.
Regards,
Carol H.
Social Monitoring
Enterprise Rent A Car
i am very disgusted by the treatment I received from your staff upon my return of a rental due to my car being in the shop, I can understand why if rumors are true that state farm ending its contract with you to service drivers that are in accidents. I was bad enough I had to be without my car for two weeks and having no choice but to be in an economy car unless as they suggested I spend more money to “upgrade” and I spend money for “damage waiver”. I return the car to on inspection the manager asking his agent if this was the car with the reoccurring issue, when I explained to them the car has only been parked at my job and home, I came outside one day and the right side of the bumper had popped out from the clips that hold it in place, the car was not hit, the car was not parked with that side exposed to the street and i have my own parking space at work. I was threatened by your staff member of never being able to rent again from you company and him further stating that he did not care it was my choice as a former customer service rep that is disgusting to be treated like a cash cow because I did not elect any of your services, the manager to ask the agent if this was the car that was previously giving issues means that I was giving a fault vehicle from the beginning. Not to mentions that upon the agent checking me inspection she was kicking the car ( I have a witness to the kicking and statements) and she called out the manager who was also kicking the car and stated to me that he was trying to put it back in place. I was then called by this same manager and threaten that if i didn’t pay my card would be charged, and i wouldn’t be able to rent from enterprise again or to contact my insurance company to which I am explaining to him that this damage you claim I did is missing plastic clips that hold the bumper in place that are about 5 dollar for this particular car after researching and reading numerous complaints of people who own the car stating this occurred to them the left part of the bumper simply came a loose, I called back again and spoke with someone else who quoted me a $518 price to realign the bumper is what they put on the claim they filed in your system. I was also told I can have the number to the shop to pay, now why would any call some place and give there payment information without receiving a receipt or proof or seeing a detail of the proposed damage is beyond me, I asked for the location of the shop and number so I could go in person and I was told I would be called back that was two days ago from today and still no response. I should have just rented from hertz and been reimbursed the money from the other parties insurance and it would have saved this darn headache, I have in the past used enterprise services when I didn’t have my own vehicle, when one of my family members was an employee with your company and now I can clear see why they quit because it doesn’t seem like people are hiring with integrity to maintain what your corporation mission statement or business plan seems to be. Because right now I feel its to bs your customers treat them like crap and charge them when according to all these complaints listed here you are renting out or not renting out crappy vehicles to being with.
s.blount,
We’ve noticed your comments and would like the chance to look into this for you. Please send a detailed email to care@enterprise.com including the exact rental location, your contact information, your claims, rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 150303-001176 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I’ve rented through Enterprise many times over the course of the last 17 years. A lot of those times it was for extended periods of time (about a month or so in between buying cars, car repairs etc…) and never had an issue. UNTIL…
I rented from the location at 664 E. 87th St. in Chicago (My first time renting here). I’d been renting the car for about a month and I’d gotten about 3 phone calls with messages over the course of that month. Just to let me know that they’ll be running my card on file for the charges up until that point and if there were any questions to call. Well, I never called because I didn’t have any questions. After all it was pretty simple to me, I didn’t have issues with them charging my card. Well this is where it gets pretty sticky.
I get a voicemail from an unrecognized number. Only to hear that it’s a company that Enterprise had hired, in order to recover the vehicle I was RENTING because they had reported it STOLEN. You couldn’t imagine how mortified I was to hear this. I called the branch immediately and they say that I needeed to come in and make a payment because the last time they tried to run it, my card was declined. Ok, so I’m a little confused because no one ever mentioned this prior to the threatening message I’d received from the “asset recovery team”‘. I was on my way to work and had only a few minutes to spare so I asked if I could come in the following day. The branch manager says that I could just stop at any location to make the payment because oh I forgot, they refused to take payment over the phone. Alright so I head to the first one I come across which was midway from my house and my job. Lucky me, it’s a very long line and now I’m running late. I call my job to let them know I’d be late and I decided to head to the location I’d rented from. When I get there and made the full payment they say that I wouldn’t be able to get a rental from them for another 6 months because it apparently took “too much” for me to come in, and that because the vehicle was reported stolen, the value depreciated as if that was my fault and not because this District Manager didn’t jump the gun. My question was when did they ask me to come in? How come nobody notified me to update my deposit? Mind you they already had about $900 and I owed an additional $600 to bring me current which I didn’t know until this day. So all of this was over $600 that I was willing to give you over the phone as soon as I knew it was a problem? How do they expect people to know if there’s a problem if they don’t let them know? Their response was that I’d only given them my cell number. My question is even if I’d given them 20 points of contact it still wouldn’t change the fact that they didn’t notify me of any issues. Because if they had, I would have addressed it just like I did once I got the message. Also, since they told me I was just coming to make payment and that I’ll be on my way to work, I didn’t put the gas in which they charged me $50 for a half a tank’s worth of gas in a Camry. I always replace the gas before returning a rental, they just misled me and fined me because they felt they could.
Nonetheless I had to figure out how I was going to get to work last minute. The employees didn’t take me back home which is about a mile away so I had to call for a ride, so much for “the company that picks you up”. Told me the only person who could take me back was out picking up a co-worker. Crazy that after spending $1500 in one month they couldn’t even take me a mile up the road. There were several other workers there. Had they told me I’d be returning the vehicle instead of coming in to just make a payment, I would have filled the tank and emptied the car of my belongings. I was forced to wait because I had a bunch of things to carry, no bags to put it in and it was about 15 degrees out. I will NEVER EVER rent from Enterprise again and I’ll make sure to share my story so no one else will find themselves dealing with these people. I plan on opening an account with every social media site to share this unbelievable story. Over the years I’d easily given them over $10,000 in rental fees but, Hertz can have it from now on especially since they have better cars anyway. The kicker is what if I was already at work and didn’t hear the message until after business hours, since sometimes I don’t get out of work until 11 pm? Would I have been driving home only to get pulled over and jailed for driving a “stolen vehicle”???
Thomas,
Thank you for your comments. We would like to assist you with this. Please send a detailed email to care@enterprise.com that includes the exact rental location, your contact information, any rental agreement or reservation number and any additional information regarding your experience.
Please place reference number 150302-002659 in the subject line of your email. We look forward to hearing from you soon.
Regards,
Carol H.
Social Monitoring
Enterprise Rent A Car
Does anyone at Enterprise Corporate Offices read these comments? They need to go on ‘Undercover Boss’ big time.
I have discovered Enterprise is a poorly run company. It’s not the employee’s fault it goes higher. I’ve called six numbers so far this morning and no one seems to know what’s happening with the car that has bad brakes. Had to have it towed to the nearest Enterprise rental office.
My insurance company has stated I was not at fault. Enterprise has claimed my insurance of $250. Silver Nissan 2014.
I live on my Social Security monthly. I’d like to know what’s happening as they charged me all this money.
Instead of checking the brakes first, Enterprise Germantown sent the car to the Auto Body Shop at White Flint Mall, Maryland. No one knows if it was driven to this shop or towed.
No one is keeping records!
Ethel Frear,
We’ve noted your comments and would like the chance to speak with you about this. Please send a detailed email to care@enterprise.com including the exact rental location information, your contact information, any rental agreement or reservation numbers and any additional information regarding your experience with us that you’d like us to be made aware.
Please list Reference Number 150302-002584 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent a Car
I was in an accident on 2/05/2015 on my way to work. Statefarm my insurance company
made a reservation for me to get a car from Enterprise on Old Highway 41 in Kennesaw GA for a car. I arrive there at 8:40 in the morning and they one car available a Cadillac. I told them I would take it but then was told it could not be rented. I was taken home with the understanding they had found a car and some one would pick me up in 2 hours. It never happen and I had a doctors appointment @ 12:00 o’clock. I called back 3 times and got 3 different lies from the manager. I than called Statefarm and had them cancel the reservation and make it at Hertz which I had a car for me no sooner than I got there. Enterprise knew they had no cars because I called 2 other locations and they told me they were short on cars that day. I miss my doctors appointment and I had a sprain shoulder.
Carrie Williams,
Thank you for bringing this to our attention. We would like the opportunity to discuss your experience with us further. Please send a detailed email to care@enterprise.com that includes the exact rental location, your contact information, any rental agreement or reservation number and all the additional information regarding your experience.
Please reference the number 150224-001784 in the subject line of your email. We look forward to hearing from you soon.
Regards,
Carol H.
Social Monitoring
Enterprise Rent A Car
Dear Enterprise Corporate Office Headquarters (HQ):
This letter is to follow up a phone call placed to your main office on February 20, 2015, making a formal complaint regarding the Enterprise Rental Car franchise, located at 2295 Crain Hwy, Waldorf, MD, making an unauthorized withdrawal from my personal checking account without no prior knowledge or communication directly to me concerning the additional charges.
I commenced my rental with Enterprise on January 13, 2015 resulting from an engine failure and fire with my personal vehicle. I performed my due diligence by communicating with State Farm Insurance Claims Department and Enterprise to understand my rental car coverage and personal out of pocket responsibilities. I also communicated weekly with Enterprise representative (Cliff) to keep him abreast of any changes related to my coverage.
On the morning of January 28, 2015, I contacted Enterprise and asked to speak to Cliff so I can find out the balance owed on the account and to convert the coverage from the insurance company to me taking over. It was then Cliff informed me that State Farm has discontinued my coverage on January 24th and I had a balance due of $161.69. I gave Cliff my debit card to “close out the account with State Farm” and to commence coverage out of my own pocket. Cliff told me that he would retain the same rate as the insurance company and for me to keep him informed of any changes. I inquired about the weekly rate vice the daily rate and was told, “I was given the best rate”. I noted my account debited on 1/29/15 in the amount of $161.69. There was no other mention of any “pending” charges on my account or any issues with State Farm not settling their portion of the claim.
On 2/12/14, I called Enterprise and asked to speak to Cliff. I informed him that my coverage was going to be taken care of by my warranty Company and he should be expecting a call from them that week. He informed me the insurance rate that was being extended to me was going to expire on the 14th of February. I told him that I will come into the office to settle my charges from the 29th of January up until the warranty coverage was to commence.
On February 17, 2015, I went directly to the Enterprise franchise and spoke with “Selena”. I asked to speak to Cliff and she informed me he was out for the week and she was the Branch Manager and could assist me. I gave her the confirmation number for the warranty coverage and she told me the amount to close out my account was “169(+/-)”, give or take a few dollars. Nevertheless, she quoted me an amount that was under $170 and I gave her my debit card to deduct the amount. She went outside to inspect the car (I kept the same car when I first started my rental in January) and came back and told me I was good to go for 10 days. I told her if anything changed with my warranty coverage I would call and let them know.
Much to my surprise and utter frustration, I logged on to my bank account online at 4:30am the morning of February 20th. Needless to say, I was FURIOUS and SHOCKED to see a debit in my checking account for $538!!! This was NOT the amount that was quoted to me nor did I receive a call from Enterprise (Selena) saying the amount she initially quoted me was different than what she deducted from my account. Again, there was no mention of any additional charges regarding the additional $350+ that was taken out of my account. I am a single mother with seven (7) kids (4 that are not mine but I have full custody of) and every penny counts in my household. I had not budgeted for that amount to be deducted out of my account because that was NOT the number that was quoted to me. Keep in mind that I received no invoice or receipt for that transaction other than my new pink rental receipt. I had NO idea that amount was being deducted from my account! I could not return to sleep and anxiously waiting till 7:30 to speak to someone directly at the branch.
Upon speaking directly with “Selena” at 8:40am on February 20, 2015, she informed me these were “pending charges “on my account. I told her I had NO KNOWLEDGE of these so called “pending charges” and NO ONE in the office had communicated to me about any balance owed, to include when I was with her on the 17th of February in the local branch settling my account. I explained to Selena I have no problem paying my obligations but something was terribly wrong with the lack of communication and professionalism with the Enterprise employees to allow such a large amount to accrue and not communicate that with me prior to deducting my account. She informed me she was “only reading the notes left in the file by Cliff and I don’t know what else he said to you”.
I have never been in a situation where I have rented a car this long and there was no “fine print” to explain or justify why the Enterprise employees did not thoroughly explain my anticipated charges to me before deducting from my account. This was especially disturbing because the Branch Manager had an opportunity to go over ALL charges with me on the 17th and failed to do so. She quoted me a price that was $350+ less and that was the amount I was expecting to be deducted from my account. Had I owed anything more, I feel it was Enterprises responsibility to call me directly and let me know they were deducting an amount that was different from what was quoted and I would have immediately came to the branch to discuss the additional charges.
As a reputable company I expected a much higher level of service, communication and professionalism from your company, and I am very disappointed with the service I was given. I must reiterate I have no problem paying for my obligations but under no cirXXXXstances can the Branch Manager or anyone justify deducting such a large amount from my checking account without any communication to address the error they made in translating the charges.
What I am desiring and asking for is for Enterprise to return the $350+ that was taken from my account without my knowledge but from the way my call was handled by the corporate customer service office and the local branch here in Waldorf, MD, I doubt that will ever happen. In lieu of my doubt, I feel I have an obligation to make my grievance known publically and reach out to the local news media and social media to ensure consumers FULLY understand how this rental car company has the potential to acXXXXulate charges on their account and does not communicate that information to their customers. I will be sure to inform my friends, family, corporate colleagues and the news media about this experience and I hope the staff at the Crain Hwy office receives some serious customer service training.
Sincerely,
Lynnora Roberts
Ms. Roberts,
Please see my associate, Annett’s response to your email. Should you have any additional questions or concerns, please write to us at care@enterprise.com and reference number #150220-000744 as we have opened a file for you.
Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
I need someone from the corporate office to contact me ASAP. Enterprise has been taking money without any consent. The employees at the Chamblee, GA are rude and like to play games on the phone, hang up on you and laugh in your face. I need someone that can help me with this situation to email me ASAP.
James Paige,
We appreciate your feedback and would be happy to assist you further. Please email care@enterprise.com with your contact information, the exact rental office location, any rental agreement or reservation numbers, and all additional details so we can research this promptly. Please reference Number 150224-001728 in the subject line of your email. We look forward to hearing from you soon.
Carol H.
Social Monitoring Coordinator
Enterprise Rent A Car
Let me begin by telling you I am very upset of which I hope you will genuinely care. I at least had to voice the way your Enterprise locations are doing business in Lynbrook NY and Rockville Centre.
We had two episodes that our vehicles were not ready and the second time was the most ridiculous as we were forced to drive two towns over to Freeport NY from your Rockville Centre location. We were forced to follow one of your employees to pick up the vehicle at a Cadillac dealer Paul Conte 169 W Sunrise Hwy, Freeport, NY 11520 516-960-5615. Let me add, he did not properly doXXXXent everything little stitch that was on the car. Next time, your 5-inch rule will not apply to me.
I am a business owner and can tell you firsthand that your managers at the following locations do not have a strategic plan in place or following one that would prevent episodes like this from ever happening or at least be better equipped to respond. In addition to being forced to go to a location further away from the expected pick up location in Rockville Centre, one of the associates puts his finger on a dent and says, oh, not more than five inches, therefore no need to doXXXXent. My mistake for allowing him to do so as when we returned the car we were questioned about the dent asking if that had been there. Now, you can see why I was quite upset at your less than directed associates. Either this shows us a spirit of dishonesty in the work place or improper training.
Now, I am not writing you so that you can send me some bells and whistles apology with a coupon for a rental. In fact, if you do, I will refuse it.
Here is what you need to do.
1. Create a strategic plan in the demographic area of the two locations mentioned above.
2. Create your aim that you may have something to target and accomplish that you might better serve your clients and your associate workers.
3. Create the goals that are an outbirth of your aim.
4. Create the tasks that accomplish the goals, that hit your aim, and accomplish the overall strategic plan of the demographic area. I say demographic because each area requires an analysis of what moves your clients based upon location.
To say I would never do business with you again and tweet a campaign of the way we were treated, would be a simple cop out and running away from a service we will require in the future. Instead, I expect that when I return to use your services, the two locations mentioned above, will have there plan together leading to a better experience.
Sincerely,
Daniel Orama
Business Owner
Daniel Orama,
We’ve noted your comments and would like the opportunity to speak with you further. Please send a detailed email to care@enterprise.com including the exact rental location information, your contact information, any rental agreement or reservation numbers and all further information regarding your experience with us.
Please list Reference Number 150221-000423 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring Coordinator
Enterprise Rent a Car
Have tried three US Enterprise and one Calgary source, but no help. In America, some firms such as Firestone will fix (change oil, fix flat or x) the rental and directly bill St. Louis.
Are there such firms in Western Canada which one can use which direct bill St. Louis? If so, is there a list?
Ted,
We’d like to answer your question properly. Please take a moment to email care@enterprise.com with the details of your question, your contact telephone and email address, the reservation, rental agreement or roadside tickets numbers if applicable. When emailing, please list reference #150220-002543 in the subject line. -Carol H. Social Monitoring Coordinator
To Whom it Concerns —
I recently talk to your customer service line about my current situation. They inform me that my problem is a corporate issue and that they will email the corporate office and someone would call me. Here is my problem — I recently tried to rent a car because my car was in an accident and the other party’s insurance was paying for damages and the rent car as well. Enterprise is the rental place the insurance deals with. I was inform that I was on the do not rent list for an incident that happen in Florida 2009 — (First of all I never rented a car 6 years ago and I never been to Florida) My mother was very sick in 2009 and I spent most of the year at the hospital in Houston, TX. Also, I recently rented a car from Enterprise in 2013 and didn’t have any problem renting a car. Can someone please contact me to clear up this matter. I can’t get my car fixed unless I have a car to get to and from work.
Thanks!
Jenny,
Thank you for reaching out to us. Your concerns have been received, noted, and are currently being reviewed. Thank you for your patience while this is being resolved for you. Your contact information has been forwarded to the upper management that will be assisting you with your inquiry.
If you have any further questions in the meantime, please don’t hesitate to contact us at care@enterprise.com with the reference number 150219-000866.
Sincerely,
Christopher
Social Monitoring Coordinator
DEAR CEO I HAVE A COMPLAINTS WITH YOUR WORK NAME GARY WAS YELLING ME AND LAST WEEK .. TODAY GARY TRY TO RUN ME OVER A BLACK CAR AT 10 ;17 AM AND CALL BAD NAMES AT ME TODAY
Alexy,
We’ve noted your comments and would like the opportunity to discuss your experience with us further. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with our location.
Please reference the number 150218-001350 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
What a bunch of crap…agin from local Enterprise office. Reservation for 11 am today for a small SUV….Call for pick up. Oh sorry…we dont have any cars. ANd if you want one, you will have to wait and take whatever comes in.
Happen frequently….I have meeting scheduled that I will now be late or miss altogether. They think this is fine and normal.
It is not
Bill,
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@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 the number 150218-001323 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
It is truly with disappointment that I am writing this correspondence to you regarding the service, and more importantly, the blatant fraud, rudeness, lies and outright consumer deception that was committed by your manager and sales personnel at your Enterprise location on Valley Circle, Woodland Hills, CA. Imagine my surprise when I returned to this location, subsequently, to rent another vehicle, to discover that the same manager and employee, were still working there! As of October 2015, however, the employee now works at the location on Sherman Way in Canoga Park…..I guess it is the Peter Principle.
I realize that this letter is late in coming, since my reservation (confirmation # JPY4JD) was made to pick up a vehicle on July 8th in Woodland Hills, CA (23391-A Mulholland Drive) and to drop it off in Riverside, CA (8089 Indiana Ave.) on July 9, 2014. My Enterprise member number is X5CWB8W. I had made the original reservation online, July 5th,. Well, things did not work out quite as planned.
Despite my reservation for a pick up at 8-8:30am, I was not picked up until close to 9:00am at the Good-Nite Inn (26557 Agoura Rd, Calabasas, CA) which is ALMOST around the corner! ( I have NO IDEA WHY THE RECEIPT WOULD SAY TIME OUT AT 8:05am. either) I had a 9:00am dentist appointment in Encino and I knew that I had a two hour drive (at least), ahead of me (given L.A. traffic), following that appointment, in order to reach my 94 year old mother in Riverside, CA; since I had not arrived at the airport until early in the morning on the same day, this was the best that I could do. At any rate, I intended upon dropping off the car in Riverside on July 9th, as I expected to be able to use my mother’s car from that date forward.
When I arrived at the Enterprise location, I was provided with a neon green Mazda,VIN#JM1DE1KZ5D0160322 with Arizona plates (6U0B472). The tank was empty and I was told that the car could be returned empty. I inspected the vehicle, and I was on the road, after I filled up with gas. No markings were listed on my pink copy of the receipt regarding gas level, dings, dents, etc., except a notation that was made that indicated that the price of gas would be charged at $3.20 gal. (I think or $3.19); that to me was irrelevant. I was told that the car could be returned empty since that is the condition in which I had received it.
My expectations of using my mother’s vehicle did not happen.
My daughter, Natascha Skerczak, happens to be an ex-manager of an Enterprise Store in Santa Barbara (who quit after being robbed at gunpoint, I might add). Nevertheless, knowing that I would need to keep the rental car longer than I had originally planned, I called her for advice. She told me to call the manager for a “weekly rate”. I did this and spoke with the manager, “Drew”. He agreed to a weekly rate of $144.00.
I returned the vehicle on July 17th. My nephew, who is a lawyer (just an FYI) was to meet me there to drive me to his mother’s house Deirdre Frank, Esq.). Prior to entering the store, I showed my nephew, Evan Frank, Esq. (AND his friend) the pink receipt that I originally received from this store. I even pointed out to my nephew that no one had indicated a gas level or ANYTHING on this invoice. He agreed that this was odd, but nevertheless, not anticipating any difficulties, I entered the storefront by myself, while my nephew Evan Frank stayed outside to smoke a cigarette with his friend. I presented the employee at the counter with the pink copy of my receipt. I then went outside to continue to speak with my nephew. Upon re-entering Enterprise, I was THEN presented with a BILL that was charging me to fill the tank with gas!!! Additionally, it was CLEAR, that “someone” had circled the either the ¼ or ¾ tank full upon pick up(can’t remember). THIS WAS OUTRAGEOUS!
The store was FULL OF PEOPLE. It was approximately 5:30-6:00pm. THIS WAS CLEARLY FRAUD. My nephew showed “Drew” how the circles did not “match up”, how the doXXXXent had been “doctored” etc.
Ultimately, Drew gave me a receipt, after I had raised a scene and asked for his corporate manager’s contact information. I said, “Thank you” and proceeded to leave. Drew then said, “Did you LOOK AT THE RECEIPT?!)”. I said, “No”, and continued towards the door. He then literally used a very loud voice and said. ‘LOOK AT IT! READ IT!’ which I did. Apparently, just to appease me, he had deduced the re-fueling charge, and gave me some kind of 10% “Customer Satisfaction Discount” for rate and Mileage of 10%. I ended up paying $356.07 for NINE DAYS…..that is ridiculous, given a $144.00/week rental rate, plus the OBVIOUS fraud that had been just committed.
I have NO IDEA WHY I was charged a different daily rate, or liability insurance, since I HAVE INSURANCE IN CA, nor what an SLP rate is……BOTTOM LINE….THIS IS FRAUD. It was committed by not only your employees, but by your manager!. To CHANGE a doXXXXent while I was outside is inexcusable. OF COURSE HE DID NOT GIVE ME MY PINK COPY BACK. It would incriminate him.
Additionally, just one more piece of information……when I called for the weekly rate from the manager Drew, I questioned the OTHER pink receipts that had been left in the glove box of this vehicle. In one case, it was a COMPACT, in another, an ECONOMY car, in another, a LUXURY…..I still retain those copies. So WHAT KIND OF CAR IS THIS, AND AT/IN WHAT RATE/CATEGORY IS ENTERPRISE RENTING IT?
This behavior and these practices are just plain dishonest, and I am sure against the law.
Enterprise needs to refund my charge of $356.07, and, in fact provide a complimentary vehicle for future travel for 9 days. Additionally, Drew should no longer be employed, in my opinion. We travel often, and should we EVER need to rent a car again, I shall NEVER use Enterprise again.
Richelle,
Thank you for sharing your experience with us. We’ve taken note of your comments and have reached out to the Woodland Hills Regional Office to look into this for you. Your contact information has been provided to the regional managers and they will contact you to further address your rental concerns. Thank you for your patience while this matter is reviewed and resolved for you.
Please feel free to email us at care@enterprise.com with the reference number 150212-002687 in the subject line of your email, if you have any further questions in the meantime. We look forward to resolving your concerns.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I just wanted to say, I have used your rental services both personally and professionally over the years. I must say my most recent encounter was nothing short of fantastic. I had to rent a vehicle for company purposes and did not realize i had the wrong time, and Jefferey out of the Fairborn, Ohio area was absolutely the most pleasant and down right respectful young man i have encountered in Customer Service, IN A LONG TIME!
He waited patiently for me as he told me “I am here for you, Mamn” I was so pleased by that. I TRIED to offer him Coffee, but he politely declined. I went into the office and the Branch Manager, Heather was equally as supportive. The entire staff was just pleasant and serviced my needs tremendously.
I will ALWAYS use enterprise both professionally and personally for all my car renting needs.
Thank you so much for your continued superior customer service. That is what it should be about ALL THE TIME!
Kindest Regards,
K.
Kscott,
Thank you for contacting Enterprise Rent-A-Car. I appreciate your comments regarding your recent rental experience with out Fairborn location. At Enterprise, customer service is our way of life and we are fortunate to have many dedicated employees, like our Fairborn team, who work diligently to exceed your expectations.
We appreciate your thoughtfulness in taking the time to let us know about your experience. Your comments have been forwarded to the Regional Rental Manager and Regional Vice President over the Fairborn location for recognition purposes. We understand that some of our best ideas come from listening to our customers and our employees so we always encourage you to provide us any feedback that you may have.
Again, thank you for your time and consideration and have a wonderful rest of your week!
Warm regards,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I rented a car from enterprise on Dec 31 2014 throw Jan 7 2015 nice experiences i rented from them before never have a problem
till the day i returned the vehicle my wife forgot her make up under the passenger seat
Next morning she tell me a bout it so i call Enterprise thats were the hole experience beginning no body and i mean no body knows noting the car was rented all ready so i talking a bout a decent size bag so i cal and they toll me they will investigate and then get back to me maybe still under the seat they told me so they going to call the new renter days went bay and the bag banish then i call corp and i spoke to some body who toll me some body will contact me and some body did
hi toll me he will get back to me if something come up a month later nothing happen so nobody call me back i call the second person i spoke to and left a message
a month later and nobody have the time to call me i guess the company so f big they dont care any more and is not the makeup so much any more is the especial treatment i get look some body took that bag in 24 hours from the time i return the vehicle to the time i call so somebody took the bag so how can i rent whit confidence any more from Interprice i dont want any compensation or a free right i jus desapointed
i have a business and every time some body forgets cell phones or purses i return them
Ernesto,
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@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 the number 150212-001053 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
H My Name Is Mimi From Seattle WA…. I Have Been Renting From Enterprise For About 10 Years & Also Have Sent My Family And Friends There… I/We Have Had All Kinds Of Different Employees Help Us Rude, Unhelpful, Racist, Mean the List Can Go On And On… But Just A Month Ago As My Husband An I Got A Rental From The 6520 4th Ave S. Seattle WA, 98108 Branch Things Were Different A Gentleman By The Name Of Samuel J. Nokes (I Believe He’s The Manager) Showed Us The Most Respect & The Best Customer Service I Have Seen In The 10 Year Experience With Enterprise IN Washington. Thanks Sam Your Awesome Continue Providing That Outstanding Customer Service And Hope You Stick Around For A Long Time
MImi,
Thank you for reaching out to us with your kind words. Customer service is of the utmost importance to us, and we are fortunate to have employees like Sam who strive to exceed your expectations and make your rental experience pleasant. We are constantly improving our services with feedback that we receive from great customers like you. We look forward to renting with you again. Safe travels!
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I had a rental truck set up by my insurance company last week, I called twice last week and spoke to Cameron in the Bryant, Arkansas office to make sure it was set up. Dropped my truck at the shop this morning everything was great and when I get to the enterprise office I am told by the manager that she can’t get my ticket to open, finally she claims to get it open but it’s not me. After 30 to 45 min and her yelling at everyone around she tells Cameron to handle it. By this time I am late for my meeting so I try to tell her politely that when they can work it out give me a call and I will come back by. She get very loud and tells me across the store that it’s not their problem I need to call my insurance company and get gem straight. I explain to her that there are no trucks on her lot so she says that Cameron was going to take me to littlerock another 30 min away to get one.
Jay,
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@enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.
Please reference the number 150210-001161 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I had an insurance replacement and called to ask specifically for a fragrance-free car as I have chemical sensitivities. This was ignored,
and my eyes were swollen once I drove the car home. It stank of some cologne scent used to mask odors.
I had a 25-year career in Florida’s hospitality industry and an appalled that you don’t take customers seriously. If you could not accommodate me, then you should have said so. More than 30% of the population has this problem.
I had to drive the car back, get someone to drive me to another rental company, call the insurer and change the files, and then go through THREE bad rentals cars that were either dirty or needed service or both.
I won’t ever use your company again. I can pay for a car and get the reimbursement. Also, I never have forgotten how someone stole items from my car while I was checking out at one of your centers. That is indicative of your ethics and concern for customers.
Marta,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 150205-001107 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
My name is Monica Rolon. I’m a recent customer of enterprise. On the morning of January 6, 2015, I was in a car accident. I contacted my insurance. They asked me about what Enterprise office I wanted to get my rental car from. I requested the Stroudsburg, PA office. The Pocono Summit, PA office would have been ideal for my area. They would have been able to pick me up, but since I had bad experience there I did not want to deal with them again. I spoke to someone in the Stroudsburg, PA Office to set up my reservation to pick a car the morning of January 7, 2015 at 8am. This person confirm with me a car will be ready at time of pick up. The morning of January 7, 2015, my sister took me to the office in Stroudsburg, PA to pick up the car. When we arrive there we spoke to the assistant manager Jack Daniel Donson. He then informed me there was no car ready and I had to wait until about 10 or 11am even maybe later. I explained to him that I needed it for 8am. The person who took my reservation said he would have it ready. Jack Daniel Donson had called another office who had a car. We were sent to the Brodheadsville, PA Office to pick up a car. This was 30 minutes out of the way for both my sister and I. A gentleman name Amr Aldeen, who was very helpful, friendly and a wonderful associate who assisted my sister and I get into a car. He was so courteous and professional. Then, about a week and half later, I received a call from the manager Pat Hensinger on January 16, 2015 about 6pm regarding the balance of $320 since my insurance stop paying for the rental on January 12, 2015. I informed Pat Hensinger that I could not pay the whole balance, but I still needed a car. I asked if I can pay most of the balance and if he could give me another car cheaper per day. The manager Pat Hensinger agreed to this. Pat, then said if I did not come on January 17, 2015 to bring the car the police will be called. On January 17, 2015, I arrived at the office and spoke to Jack Daniel Donson he stated to me I need to pay the full balance. I explained to him I spoke to Pat Hensinger and he said I could pay portion of the balance and Jack Daniel Donson would put me in a cheaper car. I was then forced to pay the full balance and Jack Daniel Donson kept me in the same car, which was not cheaper. In the past I used enterprise before and I NEVER had to pay for the service up front I ALWAYS PAY after the service. My family and I choice to use enterprise and especially the Stroudsburg, PA office. After this experience, we will second guess whether we want to deal with Enterprise again. Overall, my whole experience was EXTREMLY UNPROFESSIONAL. I wanted to take the time to let you know this has been the worst experience I ever had with enterprise. Thank you for your time and cooperation.
Monica,
Thank you for posting your comments. If you have any further questions or concerns, please email us at care@enterprise.com with your reference number 150131-000836 in the subject line.
Regards,
Carol H.
Social Monitoring
Enterprise Rent A Car
This Enterprise location # 32DK has continually charged my account with rental fees SOMETIMES WITHOUT MY PRIOR AUTHORIZATION!!! I have asked repeatedly, please give me a courtesy call BEFORE you charge rental fees to my account!
I understand I have had the car since my car was deemed a total loss after the auto accident on September 19, 2014. But they randomly charge my account not following any sort of schedule or plan. Who does business like this? Seriously?!!! I called your Corporate Office today and the WONDERFUL Agent Karen told me about the “Month of More” Program. She asked was I ever offered this porgram or asked this Enterprise location for a better rate? I was NEVER told about any programs or offered any solutions. I told her I have repeatedley asked (due to me extended need to use a rental car) is there a way to reduce the weekly rate from $250.00 PER WEEK ? This totals to $1000.00 PER MONTH !!! I HAVE PAID EVERYTIME !!! I’VE EVEN PAID IN CASH!!! I need help from ENTERPRISE CORPORATE OFFICES !!! I have reviewed YELP for this location and the comments are consistent with my current situation!!!! PLEASE HELP !!!
Debra,
We’ve taken note of your comments and would like the opportunity to have the regional office over the Long Beach area to reach out to you. Please send us a detailed email to care@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 150129-002939 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
RE: Damage Claim#: 05948792
To whom it may Concern:
On November 11, 2014 I rented a car from the Wesley Chapel Rd location here in GA. I had to put my personal car in the shop on that side of town for body repairs. I was given a 2013 Chevy Impala to drive the day of rental. The car had some body damage to it the day I received it. I walked with the agent around the car thoroughly and identified all dints, dings and marks as I always do when renting. The very next day on my way to work I noticed the car steering wheel would shake once you reached a certain speed. I called that very day and asked could they bring me another car. I was told no and that I had to bring it back to them or see if a location in my area would trade it out. I truly could not leave work again and drive back to Wesley Chapel any time soon. I called over 10 locations, both close to my place of employment and my home in Smyrna, GA, attempting to switch out the car and no one was able to assist me. So unfortunately, I was forced to keep the car and steadied the speed low to avoid the shaking. I returned the car on November 25, 2014 and informed the agents there of the issue with the car once again and advised them they needed to have it checked out. The agent went out did the return walk through and gave me the all clear. I was given a ride to the facility to get my car and as to knowledge my transaction with Enterprise was complete.
We now fast forward 2 months and I am receiving a bill in the mail on January 26, 2014 for $976.45 for damages to the car. I was completely clueless as to why I received this so I contacted the location to find out what damages I could possibly being charged for. (Because when I left and they did the walk thru nothing was ever mentioned to me about damages) That’s when I was told it was for ball bearing and undercarriage damages. These damages coincide with the issues I reported I was having with the car from the start. I was much appalled and could not believe I am being charged for this. The date of loss on the claim is date I called to report the issue and attempted to receive another car. I would like someone to review this claim that I received #05948792 and contact me as soon as possible. I have been trying to get someone at the location to contact me back all day and feel as though I am getting the run around. I have been told 2 times the manager will contact me. My first call was at 9:00am then 12:30pm and finally at 2:30pm. The first call I was told they would give my account to the manager and have them call me back, I heard nothing. The 2nd call I was told that the assistant manager on duty could not help me and the branch manager Victoria Stober would call me back and she would be in at 1pm, I did not receive a call back. My third and finally call I was finally told the manager was not coming in today. The customer service for this branch is horrible. A simple courtesy call to let me know the situation with the manager would have been appreciated. I also contacted the Damage Recovery Unit at 9:30am this same day, left a message for Chris Davis who I was told was handling my account and I have not received a call back from him as well. I truly do not want to seek third party assistance to get this matter rectified. I do not feel this is fair or just. I absolutely do not think this burden should be placed on me for repairs to a car that was subpar at time of rental. Any assistance anyone can grant me will greatly appreciative. All of my contact information is listed below.
Thank you in advance for a prompt and courteous response to my concerns.
Dear Kendra,
Thanks for bringing this damage claim with your rental from Decatur to our attention. We value your business and strive to provide you with excellent customer service, so I would like to escalate your concern for review.
All damage claims are handled through our Damage Recovery Unit and I have forwarded our correspondence to that management team to investigate further. I also made sure to include the phone number you provided when writing in through our website. I trust that a manager will be in touch with you as soon as possible to further address this with you. Your patience is appreciated as damage claims can take several business days to be carefully and properly reviewed.
Please feel free to contact us at care@enterprise.com with any additional questions or concerns in the meantime, using reference number 150127-001675 in the subject line. Thanks again.
Kind Regards,
Zachary A.
Social Monitoring Coordinator
Enterprise Rent-A-Car
Dear Kendra,
Thanks for bringing this damage claim with your rental from Decatur to our attention. We value your business and strive to provide you with excellent customer service, so I would like to escalate your concern for review.
All damage claims are handled through our Damage Recovery Unit and I have forwarded our correspondence to that management team to investigate further. I also made sure to include the phone number you provided when writing in through our website. I trust that a manager will be in touch with you as soon as possible to further address this with you. Your patience is appreciated as damage claims can take several business days to be carefully and properly reviewed.
Please feel free to contact us at care@enterprise.com with any additional questions or concerns in the meantime, using reference number 150127-001675 in the subject line. Thanks again.
Kind Regards,
Zachary A.
Social Monitoring Coordinator
Enterprise Rent-A-Car
On Nov. 24,2014, I rented a Hyundai Sonata from Enterprise located in Evans, GA. My daughter had just had an accident and we needed the car while repairs were being made to her vehicle. Since she’s under 25, I had to rent it and drive it. I drove the vehicle home that day, and then my husband used it while she drove his. I did a walk around with the guy giving me the car and I noted several scratches and dings but I did not notice the damage we are being charged with. He kept assuring me that all of that was noted and I don’t know if I was so focused on all of those dings and rubs that I didn’t notice the scrape under the front fender or what. But since it is under the front where the driver had to scrape a curb or something, my husband said he could see where I may have missed it during the walk around. No one else drove that car except for me and my husband. The repairs to my daughter’s car were completed on 12/19 so he went to the body shop to return the rental and pick up hers. The rental company is located in the body shop we used. He handed the keys to someone in the rental office and he waited right outside the office for 30-45 minutes before they were finished with my daughter’s car. When he walked outside for the walk around with my daughter’s car, he saw that they had moved the rental car without doing the walk around. When he was about half way home, I was called by Enterprise informing me that the car was damaged and I was responsible. I called my husband and told him to go back to see what they were referring to. When he got back, the car was in a gravel lot. He was shown the damage. At that time, we told the guy that we were the ONLY drivers and we did NOT damage the car. We were told they would look at the four previous records and see if the damage had been noted earlier and later they told us that it hadn’t. I now have a bill for $500.62 for damage that we DID NOT do. Either it was done before we got it and I just missed it in the walk around, or whoever moved it scraped it. We DID NOT do it.
Dear Debra,
Thank you for bringing this damage claim with your rental from Evans to our attention. We value your business and strive to provide you with excellent customer service, so I would like to escalate your concern for review.
All damage claims are handled through our Damage Recovery Unit and I have forwarded our correspondence to that management team to investigate further. I also included the phone number and claim information you provided when you called our customer service line. I trust that someone will be in touch with you as soon as possible to further address things with you. Your patience is appreciated as damage claims can take several business days to be carefully and properly reviewed.
Please feel free to contact us at care@enterprise.com with any additional questions or concerns in the meantime, using reference number 150126-004754 in the subject. Thanks again.
Kind Regards,
Zachary A.
Social Monitoring Coordinator
Enterprise Rent-A-Car
We rented from Enterprise in Marion, IL. We picked up the car December 12 and returned it December 29. We left the remote control to our garage door in the rental car. We called the same day to inquire if the car was still there but it had been rented out. We asked Enterprise if they spoke to who rented the car after us and found the remote, we would be glad to meet them to pick up the remote. We never heard from Enterprise. We called several times. Brittany had promised my husband she would check into this and return the call. Brittany never did return the call.
I stopped in one day (January 16) to see if the car had been returned. There were a roomful of people in the waiting area. Brittany stated it was my fault we left the remote in the car. I agreed and asked her why an employee does not check the car before they rent it out to another customer. Brittany said they do. Brittany also stated that her ONLY concern was getting the car back (apparently the people kept it longer than they should). I thought what wonderful customer service to treat someone like this in front of others. She acted like my remote was the least of her worries.
Today my husband called to see if the car had been returned and apparently it had. We do not know when the car had been returned. Supposedly, Enterprise had all these notes to call us if the remote had been returned. No one from Enterprise called us to tell us the remote was back.
All I can say is I doubt I will rent from Enterprise again. Brittany is rude to customers and apparently on a power trip. She owes us an apology for lying on more than one occasion. It’s sad you allow your employees to treat their customers this way. Customer service is not your first priority.
Shame on you for allowing your employee (Brittany) to treat customers this way.
Gloria,
Thank you for sharing your experience with us in Marion. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 150125-000619 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I rented a mini van from the airport for 4 days. I was excited because I finally used my points and was awarded 2 free days. (Yippee) When I arrived the attendant said there were an abundant of suv’s on the lot and asked would I like one of them. I rent from enterprise all the time and they upgrade my vehicles frequently. My husband dropped the car off before the 4th day and came back with a receipt 73.00 more. I tried to call the branch but they were closed. I contacted Iesha and explained the situation. I do have to say that I have never had unresolved problems with Enterprise but my normal dealings with any customer service is always awful. Iesha resolved the problem so quick that I had to tell her I was ready to argue for the next 15 minutes. She was very nice and laughed. Enterprise needs to clone her and put her at ever 1-800 number. Thanks Iesha.
On December 29, 2014, my husband and I rented a car from Enterprise on Jason Blvd. Myrtle Beach. We drove home to Union, SC the same day. On December 30, 2014, we downgraded to a smaller car. I did not have the pink slip in my possession at the time of the downgrade. I was unaware I had to bring it with me. I was informed that they could not give me a pink slip for the car I was renting that day because it was policy. However, I was informed by the Georgtown branch that the spartanburg branch could have called Myrtle Beach and had them fax a copy to them and that copy would have sufficed.Previous damage to the car could have been written on the faxed copy. They NEVER did a walk around to inspect the car of any damages before I left with it. I was also asked if it would be OK that I took the car dirty. I told them as long as I would not be responsible for damage already done to the car it was fine. The Representative told me any and all damage to the car is already recorded in the computer system and that was not a worry for me. I asked him why the lights were on in the dashboard. He stated that sometimes the light on the left will come on when it is time for an oil change but that they have up to 5,000 miles before they have to change the oil so that wasn’t a problem. He also stated that the light on the right side of the dashboard sometimes stays on until the car warms up. That was a lie. The light has stayed on ever since I got the car. I left with 3 children in the car with me that day. The next day I had to go back to Enterprise to find out about our refund and sign papers. I asked about the light on the dashboard a second time and was told the tires may need air. So I sat there waiting for them to put air in the tire and they told me I was good to go and I could go across the street and have the air put in the tires myself. On January 17, 2015, My husband and I went to the Enterprise in Georgetown, SC to let them know our car still was not ready for pick and we needed to keep the rental. We also let the Rep know we had run over a dead deer and the car was making a loud noise. She was going to put us in another car. She did a walk around of the car we were driving and found a scratch. (This scratch was already on the car the day we rented it.) She looked online for damages to the car in the system and guess what? NO DAMAGES WERE LISTED ON THE CAR. Yet another lie the Spartanburg Rep told me. Because there was no pink slip or a walk around done previously she gave us two choices, 1) pay a deductible to cover the scratch and switch cars or 2) take the car to their mechanic to take a look at the car. We opted to have the car checked out. We took the car to Tread Quarters Discount Tire 1205 N Fraser St, Georgetown, SC 29440 (843) 546-4108. They took care of the noise under the car and there was no damage to the car, however, they had to replace 2 bald tires on the car. When they gave us the keys to the car they told us that the car should have never been rented to us in the shape it was in. I HAVE BEEN DRIVING MY BABIES AROUND ON TWO BALD TIRES FOR ALMOST 3 WEEKS! We had a great experience with Enterprise Myrtle Beach and Georgetown Branches. The Enterprise Spartanburg Branch has much room for improvement. We have never rented a car before. It would have been nice to have caring people with the knowledge and training necessary to do their job without skipping steps that were so very important. We didn’t know what we needed to do. We were expecting the staff at Enterprise to be honest,helpful, and know how to do their job in our time of need! We were already going through so much and we did not need this mess to add to the problem. The Spartanburg branch made me feel as though they do not care about their customers. They were in so much of a hurry to just get people out that they forget to CARE about the customer and being honest with the customer. They cut corners to get the work done as fast as they can. Take a look at the Enterprise mission statement below:
Our mission is to fulfill the automotive and commercial truck rental, leasing, car sales and related needs of our customers and, in doing so, exceed their expectations for service, quality and value.
We will strive to earn our customers’ long-term loyalty by working to deliver more than promised, being honest and fair and “going the extra mile” to provide exceptional personalized service that creates a pleasing business experience.
We must motivate our employees to provide exceptional service to our customers by supporting their development, providing opportunities for personal growth and fairly compensating them for their successes and achievements.
We believe it is critical to our success to promote managers from within who will serve as examples of success for others to follow.
Although it is our goal to be the best and not necessarily the biggest or the most profitable, our success at satisfying customers and motivating employees will bring growth and long-term profitability.
The following paragraph really sticks out to me:
We will strive to earn our customers’ long-term loyalty by working to deliver more than promised, being honest and fair and “going the extra mile” to provide exceptional personalized service that creates a pleasing business experience.
My husband and I did experience the loyalty, honesty, and fair personalized service at your Myrtle Beach and Georgetown Branches. They went the extra mile to provide the best service possible. We felt as though we were being set up by the Spartanburg Branch.
All “damage” on this car is damage that was already on the car before they rented it to us. Due to ALL of their negligence, all we ask is that we are not charged for any damage to the car. By negligence I mean allowing us to leave the rental lot without a walk around to identify previous damage, refusing to put air in the tires, allowing us to leave the lot on two bald tires (and putting my family in danger), and for plainly not doing their job with pride and care for their customers. When the car is turned in I ask that we are not held liable for any damage to the car. (like I said, we have not caused any other damages to the car.)
Ronald,
Thank you for sharing your experience with us in Myrtle Beach. 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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 150120-001218 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
After my car quit in October 2014, I rented a car from Enterprise, which I am still renting and will need to rent through the middle of February. The weekly rate started out around $265 and then went down to about $220. When it went down to about $158 I was excited and assumed it was because I had been renting so long and because I was informed that I was now an Enterprise Plus member, eligible for discounts and free days. So, imagine my horror when I received a notice that my bank was -$993 overdrawn! On January 13, after already charging me for a week on January 12, that Enterprise charged $1118.20 to my card. Now, not only am I overdrawn, but I cannot pay the bills that are due or even put gas in the rental! When I called the Starkville, MS location I was told that the amount they were charging to my card each week wasn’t the actual amount and the $1118.20 was the difference. This is just WRONG! They should not be able to charge whatever and then claim to charge a difference or “make up” amount without notice. I was also told it is time to come in and do a contract rewrite. I kept in contact with Enterprise and told them I had been sick and had even had to go the ER. In fact, I was on my way to Starkville when I had to be taken to an ER in a nearby city. What’s worse, our area doesn’t have rentals and Enterprise is the closest rental company that is reasonable for me to rent from and get to for renewing. Unfortunately, I have no choice but to continue renting until mid-February but I can say that I will NEVER do business with them again and I will warn others on the risks of renting from Enterprise. I wonder if Enterprise would like to explain to my children why we have no money and would like to come take kids to school since they took all my money!
I have been renting since October 10 and this is January 15. Imagine the money they have already made from me each week. Wow! What a way to show customer appreciation. I will be sure to share my experience and warn others of the risks!
Sheri,
Thank you for sharing your experience with us at the Starkville location. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 150119-001625 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I should have done this along time ago, but this it a recommendation for the Enterprise Rental Car agency on 334 Havana Street Aurora, Colorado 80014 Agents: Kacey and Tiffany. I have rented cars from this agency for a while. I have many problems with the one on Parker Road which was closer to my home. Due to several issues such as no agent being in the office, reservations being messed up or not on time or the cars not being available. To them accusing me of trying to keep the car after I paid over close to $1000.00 and them showing up at my door and I lived directly across the street (in which I had to file a complaint against that location. Since then I have been renting at a different location and not one time did I have an issue with the location on Havana. I inspired me to write this recommendation for Kacey and Tiffany in long and way over due. One outstanding thing, they communicate directly with their customers about rates, policies and customer expectations. They worked with me in getting me what I was looking for. In 2014, I had rented a car took it back the day before and got word the next day funeral of a family was about to take place in which I had changed my number and family didn’t get into with me in the process of that. It was 5:15 when I finally got a called stating the funeral was taking place at 7:00pm clear across town in which I did not have a personal vehicle of my own. The enterprise closed at 6:00pm, I was livid and a nervous wreck in wonder how I was going to make it to this funeral. I contacted enterprise and told them my situation and told the agents I needed another car immediately. I could only afford to pay for one more day and was pushing my financial limits! I made it to the rental car place at 5:55 (five minutes before it closed and was out by 6:30, the wake of the funeral was at 7:00pm. They gave me a discount obtained the car by 6:30 and with traffic hour made it to the funeral home by 6:45. For that I am so appreciative of these two agents that is why I am making this recommendation for Kacey and Tiffany which was long over due. This particular location has great agents, so Kacey and Tiffany – thank you.
Dear Katrina,
Thank you for your comments regarding the service you received from Casey and Tiffany at our Havana location. We are fortunate to have many dedicated employees like these two who work diligently to see that your reservation and rental experience are fast, efficient and pleasant.
We appreciate your thoughtfulness in taking the time to let us know about your experience. Your comments have been forwarded to the General Manager of that location to be used for recognition purposes. We look forward to seeing you again, Katrina. Safe travels!
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Pembroke Pines office lack of communication need to teach the customers also especially when you come in with permission from your insurance car companymy complaint is getting permission no knowledge of ituntil tail end.
I understand that my car insurance pay a certain amount
I had to change cars because of tires,breaks. I did not know I had to contact Bristol west insurance company sure sure of changing cars no one at the enterprise let me know because my car was in the shop I kept the cars until time to change over I pay whatever amount I had to payat the time of change in cars at the end of the deal. a couple weeks later Enterprise call stated I had a balance to pay $316.89..unless Bristol west insurance company will pay..and Bristol west did not pay. with no knowledge I feel like enterprise should have let me know or they were supposed to handle calling Bristol west each time the vehicle was changed..I’m on a fixed income, that extra $316 $0.89 that was taken from my accounthas stopped me from getting my dad medical supplies insulin for the month groceries and gas..with this lack of communication from enterprise now I have to suffer..I need my medication groceries and gas it’s not fair..asking for help from the corporate office it was a lack of communication I want to do it nothing where I know it did not fit in my budget..this happen from there Pines office Enterprise off of Pembroke Road…thank you for your help and understanding hope to hear from you soon..this has been a learning lesson lack of communication
Jennifer,
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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 150114-001574 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
( I first want to start out saying that I’m Very Disappointed in the service I have recieved from Enterprise Rental Car. This has been a complete nightmare since December 1, 2014 I have been dealing with an ongoing issue with Enterprise and I haven’t gotten anywhere with anyone within the Organization, Enterprise made me not feel very valued as consumer/customer which i have been a customer with Enterprise for at least 6-7 years and I stayed loyal to Enterprise which I didn’t have to).
I reserved a Full Size Car on around November 21, 2014 for November 28-December 1, 2014 for 8:00am pick up which i called the Oranglevale, Ca location for picking up the car at the very same Location in Orangevale, Ca. I have rented in the past from Enterprise from The Sacramento International Airport/ Rancho Cordova, Ca location several times and never encountered the problems I have faced this time from your Orangevale, Ca Location. On the Day of the rental on November 28, 2014 I walked in to the Orangevale, Ca Location off Madison Ave at 7:55 am I noticed the Enterprise Employee Helping a customer a young lady I first stood behind her but the Enterprise Employee that was helping her didn’t look or even acknowledge me and made no eye contact to tell me ” We will be right with you sir” like Normal, I also notice another gentlemen that was sitting down eating a sandwich ( Enterprise employee as well also made no eye contact with me ) So I sat down on the seat after waiting a few minutes and I sat there till around 8:10 then the Enterprise Employee said Sir I can help you now. He didn’t apologize for the wait , He asked me how he can help me, i replied that I have a reservation for a full size car at 8:00 am he asked me my name I told him my Name he then said Sir, we gave your car away to someone else. He said i could get you a compact small car and I told him that wouldnt work for me because my mother and father which are elderly need to have a bigger car so they could sit in the back and have enough leg room for their knees. He said ok, I will call around and try to find a full size car for you . The Enterprise Employee ( Jesus In Orangevale Ca ) Called the Citrus Heights Ca location first and they told him that they also don’t have any Full size cars then he proceeded to call The Folsom Ca location located on Iron Point Rd in Folsom Ca and they told (Jesus) that we have one full size car. its now around 8:15am and he said ok please hold on to that Full Size car We are going to drive a customer over to pick that car up. I told ( Jesus) that If I can park my vehicle at their location here in Orangevale he said yes you can we have cameras all throughout the parking lot and I told him that I work early Monday Morning on December 1, 2014 at 7:30am and how will I return the car at that time if i work and they open at the same time he then said Just park the rental next to your car on November 30 , 2014 Sunday Night and just hand the keys for the rental to one of your family members to drop off the car it wont be any problem I said Ok or else i could just rent the Car till after work then i will drop it off he said it wont be a problem just park here on Sunday November 30th and just give the keys to someone to drop off the car here that the car will be safe .Then the Enterprise Employee that was eating that Sandwich he then said lets go sir I will drive you over to get that car from our Folsom Office. We then got into his truck and we drove over to Folsom, Ca ( Iron Point Rd) We got there I noticed that a gentleman just waiting outside in a very foggy cold misty morning wearing an Enterprise shirt and He handed the keys to the Gentleman that drove me from the Orangevale Location which i though was odd why was he standing outside in that cold and we didnt go inside. The Gentleman from the Enterprise in Orangevale Location that drove me over to Folsom, he did the walk around and the car was supershiny and buffed up very clean looking on the outside i noticed that the Employee stood at an angle was looking at something which i thought he was looking at the left side passenger side bumper I walked around where he was standing didnt notice anything strange with that bumper then he just walked around again towards the back of the car i didnt really notice anything very strange about the car i was looking at the bumpers and the side doors he gave me the contract told me to sign it rush me out of there didnt give me a chance to look at the car closley myself and said have a nice day , then i noticed an empty tank of gas i went to the gas station instantly and put gas so i dont run out on the way back I went back to the Orangevale location to get my belongings from my own vehicle and I went inside and i noticed ( Jesus on the phone with someone sounded like a very important conversation and he didnt even tell anyone to hold and i said ok Jesus I parked my Car in front and I am on my way. He didnt say anything just looked at me while talking on the phone. On December 1, 2014 I handed the keys for the rental to my sister to just take the keys to the Enterprise rental in Orangevale and she said ok right before i had to go to work. It was around 9:10am on December 1,2014 I got a Text message from my sister and she said that they are accusing you of damaging their vehicle, first i thought i was a joke then i said no way when she was serious and i called Enterprise Rental Car( Orangevale Location) at 9:15 am a young lady picked up and i told her that my sister dropped the keys off to your location and you guys are accusing me of something I didnt do , She said hold on I will get Jesus Who is outside looking at the Car with your sister. Jesus got on the line with me after about a 2 minute hold and he said hello this is Jesus and I said Jesus Its Abe calling my sister just told me that you are accusing me of damaging your vehicle and he said ” Yes I am ” your responsible for this damage sir and I was like there is no way I damaged it and he said Yes there is a way and i cant prove your telling the truth to me so calling me a liar and he was being very loud with me and i told him would you let me Explain Jesus and he kept interrupting me and I told Jesus I am the Customer to Please dont talk to me in this manner he then replied well it might have been damaged on Sunday November 30th when you dropped it off he asked me what time did you drop off i said at around 10:00-10:30 pm. I said if thats the case so I could prove to you I’m not lying go ahead and look at the video monitors you said you have ( which i understand if it was damaged in Enterprises property i still might be liable but i told him to look at the video monitor anyway he said we did that sir in a very hostile tone like i was stealing his money or something of some sort and he said the lane you parked next to your car there was no camera there and i said you cant be serious Jesus he said yes i am serious. I asked for his manager because he was being extremely rude yelling on the phone at me not talking in a soft and professional tone he then replied ” I am the manager” I then asked for his manager he said i will tell you what sir i will research this and let my manager know as well and I will call you back after we check on prior rental history that it might have been there before but not doXXXXented. He told me he will then call me back within the next 30 mins on December 1, 2014 i never received a phone call so i called Jesus Back at 11:19am and Jesus Picked up the phone and I said Hello Jesus, This is Abe. He said we are still researching this matter and he said he would then call me back later that day on December 1, 2014 Jesus Returned my call not his boss who i asked for several times so at 3:41pm on December 1, 2014 Jesus Called me and said that after researching our records we show that your the 1st renter on this vehicle and that I am responsible for the damages. I told him I would like to come in after I get off from work that day on December 1, 2014 so I could talk to him face to face and also look at this damage he keeps talking about. I arrived at 5:00pm on December 1, 2014 at the Orangevale Location and Jesus said Lets look at the damages/dents so i said ok he said look its right here dont you see it sir its right here on the hood of the car , i said I dont ,he said you have to kneel down and look at it from a distance or an angle i then kneeled down and i saw what he was talking about I also Notice lot of dust and rust on the car as well maybe from the driving that was done on the car ( its common for a car that has rust/dust dents and scratches are move noticeable then when the car is polished and shiny buffed up or in other words a wet look) which is the reason i didnt see it from the beginning because the car was super polished ( wet). Then Jesus said lets go inside, I talked to my manager and he said that fill out a claim dispute that way your dispute might be dropped and that it doesnt look like you got in accident because the dents were on the hood. I said of course I didnt get into an accident, I filled out the dispute and did put on there that it seem like any damages on the car or at least not noticeable ( I mean who kneels down to look on walkarounds and at an angle ). He said I will send this dispute form to my manager and that his boss will call me on December 2nd. When I arrived Home on December 1st around 5:30pm-6:00pm my sister told me that Guy Jesus was yelling at me and being very hostile with me and i said He was being like that with me too, She then also told me some very disturbing news she said ” While I was at that enterprise at the counter in Orangevale she overheard Jesus and the Gentlemen that took me to that Folsom Location to pick up the car and that did the walk around , Jesus said to him ” Hey did you rent the car out in this condition with dents ” the gentlemen then said ” yes the dents were already there on the car but know its more noticeable( obviously its more noticeable because of the dust on the car after it was driven over the weekend made the appreance of the dents more noticeable) he then Jesus replied then why didnt you mark that on the rental agreement and then that gentlemen replied ” I dont know I should have”
I then Called Jesus on December 2nd to confront him about this incident that occured first at 10:36am and a young lady answered and said Jesus not available and to try back later on today, I then called again at 12:04pm on December 2nd and Jesus answered the phone and I told him What was overheard between him and his employee at the enterprise location on December 1, 2014 I also asked him why were the dents not marked on the rental agreement, his voice tone changed and his voice was trembling and shaking and he said hold on Sir, He place me on hold for about a 10 minute period which i Knew he could explain himself to me then he finally came back and said i will have to call you back sir and didnt explain why his employee said this and Im being falsely accused of preexisting damages. On December 2nd he called me back at 6:46pm Jesus called me and Said ” We havent forgotten about you sir and that him and his boss are still talking about my situation and he will call me back tommorrow on December 3rd. Jesus or anyone at Enterprise never returned my phone call on December 3rd or 4th like promised. I then called Jesus on December 5, 2014 at 4:30pm , Jesus Picked up and I said Hello This is Abe calling Im checking to see the status on my dispute and my case he then said he was busy so he couldnt call me back and never apologized about the run around, he just said I was busy sir ( Jesus didnt return my call for close to 3 days now ). Jesus said that for me to wait for the damage recovery team to send you out some doXXXXents and forms and that you are responsible for the damages that You did it, I didnt want to go back in forth and i said Ok I will wait for those forms and I will dispute this false accusation. On December 11, 2014 I received the Damage recovery forms and it didnt say anything in the form to dispute just asking for my Insurance Information, which i refused to put on for preexisting damage and i will not pay for. I called the damage recovery team on December 12, 2014 and a gentleman picked up i told him the situation and he then told me that he will file the dispute and a Regional Manager ( Northern Ca ) will call me within a few days. I received a phone call while at work and a voice mail was left on my Voice mail was left on December 22, 2014 at 1:30 pm from a Shane Jones ( regional manager) On the voice mail Shane Jones said I already heard Jesus’s Side of the Story and I just also want to hear your side. I called back Mr. Shane Jones at 4:30 pm on December 22, 2014. I then called Shane Jones Again on December 23, 2014 at 7:40 am it rang a couple of times then it went to voice mail, I didnt leave a voice mail this time. I then called Mr. Shane Jones again at 10:00 am on Decmeber 23rd and it rang once then went to voice mail, I then knew it was a cell phone and possible he was avoiding my calls, I left a 2nd voice mail this time asking for a call back. I received a phone call at 10:40 am on December 23rd and He said ” I Abe this is Shane from Enterprise and he then said he already heard Jesus’s side of the story and wants to hear more details on my side. I then attempted to give him a full breakdown of the whole situation and I told him how rude Jesus was to start with and that Jesus was a Jerk to both my sister and I . I asked Mr. Shane Jones if Jesus is a Manager Like he stated he was and Shane Jones replied ” Yes he is my employee. I told Shane Jones that how hostile Jesus was with My sister and I. He then interrupted me while i was going to give him the whole story and he said its not Jesus’s fault that your damage the car its yours and that it was in your possession not Jesus’s He was being very defensive towards Jesus. Then I told Shane Jones let me finish my statement and he well you did the walk around sir and why didn’t you see anything then and now your complaining. So I started to tell him my side but he didnt want to hear my side like to told me he did in the beginning of the call. Then Shane Jones said to me well why did you fill out that dispute form saying that you didnt notice anything and know your switching your story and that I dont make any sense calling me a liar. Mr. Shane Jones was shouting at me throughout our conversation , I then told him would you let me finish my statment we aren’t even 20% dont with my end of the story and he kept on getting hostile and saying I dont make any sense that my story doesnt add up calling me a liar once again. I told him that its common sense that for a car to have dust/rust on it that dents and dings look more noticeable then when the car is shiny and wet , he then started to talk over me again and said im not buying it. I told him your a Jerk, Mr. Shane Jones then replied and said ” oh Im a jerk Huh just like Jesus is oh really” and i replied yes you are. He then said to me that ” Ok Lets let the jerk shut up and let you talk” I attempted once again to finish my story, he then again interrupted me and said look, and he was breathing very hard at this point and I told him that I’m the Customer you Not Shane I need you to lower your tone with me he then said that he will end this Call ( hang up on me ) and I told him that I will end the call and that my attorney will be contacting enterprise.
I called Enterprise Headquarters located in Missouri at 12:01pm on December 23, 2104. I told the Young Lady Helping me about what I just went through with a Regional manager she listen to me and she didn’t interrupt me like i was by Jesus and Shane Jones. She told me she will have to file a dispute I told her that I filed a dispute on Dec 12, 2014 with the damage recover team and she said there is nothing on file which i couldn’t believe when i spent at least 20 minutes on that call that morning. I told the headquarters that You guys are trying to falsely accuse me of preexisting damage and that I will not fall for this ding/dent rental car scam which is being practice by some of the major rental car companies throughout the country. I also told her since that Employee in Orangevale Ca that did the walk around admitted that the damages where there before and it was marked on the rental agreement is Enterprises fault not mine.
On December 23, 2014 at around 3:00 pm I received a voice mail from Heidi Kapadia Enterprise Group Rental manger for Northern Ca which was pretty quick from the time I talked to Enterprise Corporate office . I called Heidi back on Dec 24, 2014 left her a voice mail to call me back after a few days of waiting didn’t receive a phone call from her so on January 6. 2014 I left a 2nd voice mail and Heidi called me back within a few hours that day on January 6, 2014. I told Heidi about the whole situation and told her the lack of customer service within her organization and also about the preexisting damage and she told me that she will reimburse me for the lack of customer service for the rental which was about 94.00 and i told her i received a bill from enterprise accusing me of the damages and also had some black and white photos that didnt have a date /time on the photos and the photos looked very unprofessional in fact didnt even look like a car which a bunch of x’s on the picture which i wont fall for and the bill said I was responsible for the damages which were 1,130.00 and she said even though you didnt get in an accident which you probably didn’t that your repsonsible for the damages, I replied to her so do you think i sat on the hood of the car or sat a child on the hood come one Heidi who looks at a car and says ” This cars hood looks comfortable lets sit on this ” I told her also that How i know this is preexisting damage on this vehicle is that it was admitted by the Enterprise Employee that did the walk around and she couldnt explain me why that was said and why it wasnt put on the rental agreement, so i told her how is that my fault . By Heidi trying to refund me 94.00 for the rental was not only insulting my intelligence and she made it sound like Enterprise is doing me a favor.
” I just want to end by saying that I have never been treated with such disrespect by any organization that calls themselves professionals and I didn’t feel valued as customer at all with enterprise. I will not only pursue Legal Action against Enterprise and I will also put Enterprise on a -Do Not Rent List-
( I urge anyone that does business with Enterprise to be very careful with this Shady business that practice shady and illegal tactics with this company, they are for sure on the bottom of the list for customer service or customer satisfaction)
Abe
Hello Abe, I am taking over your file #150108-002831. I will be following up with the regional office and the damage recovery unit. I will let you know of any updates that I may receive. Feel free to contact us at care@enterprise.com. -Tatiana
Please provide us with the additional information: Renter’s full name, rental agreement (RA) number, “DX” or claim number and reference # 150108-002831. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
Good Afternoon,
I would like to comment on the most pleasant experience I have ever had at Enterprise. Most recently I rented a car to travel in during the holidays and the young man (Nevel Phillips) who assisted me was the most professional young man that I have encountered in quite sometime.
I am sure that it is his job to be professional however, he went out of his way to ensure I was satisfied with the service. When the driver picked me up from home and took me to get the rental car…Mr. Phillips greeted me with an umbrella and a big smile. The paperwork was prepared and ready for me when I arrived and the entire process took approximately 15 minutes (beginning to the end).
I was very satisfied with the service that I wanted to express how a felt and give that young man the credit he deserves.
Sincerely,
veronica dailey
Dear Veronica,
Thank you for your comments regarding the service you received from Nevel Phillips. We are fortunate to have many dedicated employees like Nevel who work diligently to see that your reservation and rental experience are fast, efficient and pleasant.
We appreciate your thoughtfulness in taking the time to let us know about your experience. Your comments have been forwarded to the General Manager of that location to be used for recognition purposes. We look forward to seeing you again. Safe travels!
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Very disappointed with agency, I was mislead about the company extra insurance and not told the truth, my account was charged an extra $100 and I had no clue, I paid $207 for 16 days when I was not told it was a daily charge. The worker was in such a hurry and wanted me out he explained nothing. I will never use this company again
Lakisha,
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@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 150114-001432 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I have never been so frustrated! I have had four rental cars in four days due to extreme mechanical issues. The first car transmission fluid leaking out they offered to swap me out within 2 hours 8 hours later they come total distance only 9 miles but it takes them 8 hours to swap out a car the drop off driver advised me not to drive due to a service light flashing, I take the second car back for them to give me another car with tire pressure issues the day of this huge event I was to attend, no apologies no sympathy they just move you around the final car had inspection light flashing so are any of the cars serviced before the customer drives off with them I used to love enterprise I just want my money back, pure waste of my time and vacation!!!! They need to do better I also contacted my employer who has a corporate account with enterprise to cancel. This type of treatment is unacceptable and their business will suffer losing alot of business due to negligence
Hi Karrill,
Thank you for bringing this to our attention. In addition to helping us help you, your feedback is important in improving and maintaining customer service and satisfaction for all of our valued customers. I was able to find your information in our reservation system. Our team acts as a bridge between our customers online and the upper managers who can best address their concerns. Based on the nature of your concern, I have forwarded this correspondence to the regional office that oversees our Santa Monica operations. I have requested that an area manager review your concern and follow up with you directly to further discuss.
If you have any questions or concerns, please continue to reach out to my team directly by emailing care@enterprise.com with reference #150105-000841.
Regards,
Michelle
Social Monitoring Coordinator
IM TOTALLY DISGUSTED BY THE WAY I WAS TREATED AND TALKED TO BY THE ASSISTANT MANAGER(ABBY SNYDER) IN THE SWANSEA IL FACILITY. IVE BEEN RENTING A CAR FROM YOU ALL FOR OVER A MONTH PAYING EVERY WEEK 200-300 PLUS DOLLARS. AND TO HOUND ME AND THREATENED ME OVER A PAYMENT MISSED FOR ONE DAY IS A BIT OVER THE LINE. THIS GIRL YELLED AND HOLLERED AT ME TALKED DOWN TO ME THREATENED TO REPORT THE CAR STOLEN IF I DID NOT COME IN AND MAKE A PAYMENT. NOT TO MENTION I HAVE BEEN OVER CHARGED FOR GOD KNOWS HOW LONG FOR UNDERAGED DRIVING FEE WHEN IM 31 CLEARLY THATS NOT UNDERAGE. PLUS I SWAPPED OUT A LARGER CAR FOR A SMALLER ONE AND THE RATE SHOULD HAVE DROPPED 10$ WHICH DID NOT WHEN MY PAPER WORK CLEARLY STATES THAT. THAT YOUNG LADY HAS NO PEOPLE SKILLS, CUSTOMER SERVICE SKILLS OR NO PROFESSIONALISM AT ALL. SOMETHING HAS TO CHANGE OR YOU ALL WILL LOSE ALOT OF CUSTOMERS DUE TO NO RESPECT FROM THE EMPLOYEES. IM DISGUSTED AND DISAPPOINTED.
Hi Tori,
We value your feedback and would like to get your concern to the proper regional management to address. Please send a detailed email to care@enterprise.com with your contact information, reservation number or rental agreement number and exact rental location.
When emailing, please place reference #150106-002229 in the subject line. We look forward to hearing from you soon.
Regards,
Michelle
Social Monitoring Coordinator
Wow, can I relate to all the negative comments. Germantown, MD is the worst. CEO of Enterprise needs to go on ‘Undercover Boss.’ Been renting every week from Damascus, MD. It’s a satellite office and need help badly.
A couple years ago bought my PT Cruiser from Enterprise. Was pleased with sales in Rockville, MD. Nice car and traded it in recently for an RV last year which is a 2014 Winnebago, 6500 miles on it with a 3 yr extra warrantly transferable. Need to sell and get another car.
To whom it may concern (that is sarcastic),
I have rented from Enterprise for years and I have watched customer service slip drastically. I am tired of picking up dirty, half tank full, bald tie cars.
The standard response is “we can give you some money off”. I do not want money off, I want to pick up a car that has a full tank, clean, safe and I don’t have to get jacked around waiting to have a car prepared or get a type of vehicle I do not want. Companies that promote “family owned, we care about our customers” should truly stand up to that promise. I rented a car for my son recently for an 800 mile drive and it had bald tires! the wear indicators on the tires were worn out!! And he is 24 so pay another $70.00 dollars for that, ridiculous! Keep in mind I have had issues like this multiple times and I keep going back. Avis may cost more but they have at least been more customer service oriented and have a car ready that I feel safe putting my family members in. I am sorry Enterprise has moved away from their core beliefs. I believe Enterprise started out with great intentions but like so many companies lose sight of the values they believed in, the people they hire have the ” I can take money off”, down like a broken record. I hope someone at Enterprise reads this and actually cares because I don’t anything, no coupons, discounts blah,blah, blah. Please get back to your roots and get reputable again.
Bill,
Thank you for reaching out to us. We always appreciate feedback from great customers like you and we’ve taken note of your comments. We would like the opportunity to look into this for you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding yours or your son’s experience with us.
Please reference Number 141230-002135 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Bill,
Thank you for bringing this to our attention. We certainly value your business and your feedback. We are passing along you comments to our Corporate Office to ensure they are heard. If you’d like to discuss this further, feel free to email us at care@enterprise.com with your contact information, specific rental branch, and any further information regarding your experiences with us.
Please reference #150102-000648 in the subject line of your email. Thank you.
Sincerely,
Charyse
Social Monitoring Coordinator
Enterprise Rent-A-Car
Had the worse experience EVER!!!!! with Enterprise. I book my reservation three days ago and today when I went to the office to get my car they said they sold out and that they don’t have a car for me. How is that possible????? I made reservation thru the phone talking to the person and no one told anything about not have any cars…. If that was the case they suppose to inform me not just don’t do anything about it…..And yet that is the biggest company but yet they DON T HAVE ENOUGH CARS….
Today is 29 of December…. And not getting my car I made reservation for going to cost me loosing my job… Thanks a lot Enterprise… WHAT A GREAT CUSTOMER SERVICE !!!!!!THE WORSE EXPERIENCE EVER!!!!!
Valentina,
Thank you for reaching out to us. We’ve noted your comments. Due to the nature of the majority of our business customers often have open-ended rentals. We try to plan when a rental will be returned but sometimes events outside of the office’s control lead to an incorrect prediction and no cars. I’d like to get your information so that we can help with this. Please email care@enterprise.com with your contact information, the branch location, reservation number and any details you want to make us aware of. I look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Valentina,
When emailing us, please reference the number 141230-002105 in the subject line, as I have opened a file for you.
Regards,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I rented a car from the Conyers, GA location that had numerous scrapes and scratches. It smelled of smoke and had the “change tire” light and “check oil” light on at the time of rental. During the walk around, I pointed out various blemishes on the vehicle, including a ding on the door. At the time the agent, Shawn, informed me that we were looking for items larger than a golf ball. When we checked inside he informed me that ALL their cars had the tire light on and if I needed air to stop by a tire shop or call for roadside assistance.
I want to say that I have more experience renting in Huntsville, Al were we recently moved from and their cars were always serviced and cleaned. I’ve rented three cars in Conyers and they have all been filthy and in need of servicing. The previous two were from the HWY 138 location, which is why I chose to try a different location.
It was truly the worst decision I have made! Upon returning the beater, the immature, unprofessional manager accused me of the damage to the door. I tried to explain that it was there prior to me renting this car. But instead of giving me the benefit of the doubt, while she took the time to investigate, she began talking loudly, professing the thoroughness of her most perfect employee, and basically calling me a liar.
I have rented numerous vehicles from Enterprise and have never been treated with such disrespect or subjected to such filthy vehicles in need of repair. Furthermore, I’m sure there is some method in place to look through previous rentals, vehicle condition reports, or prior work orders to determine that the door ding was there prior to my rental.
I would appreciate your attention to this matter. I refuse to pay for damage to a vehicle that I had nothing to do with.
Up until renting in Conyers, GA, my experience with Enterprise has been nothing but positive. Kudos to Huntsville. I really miss them now.
Gina,
Thank you for reaching out to us. We’ve noted your comments and would like the opportunity to look into the damages for you. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 141230-002051 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I totalled my car and walked out of a horrible collision in which i was airlifted to the nearest trauma hospital. Got out that same day and needed a car, because my car was a total loss. I was picked up by the branch located at 175 pines blvd, 33029. I was brought through a loop, and was in so much pain, that after a ride through traffic and 5 hours post discharge, i was relieve to get a car. I soon realized i drove off a lrmon. 69, 000 miles, shaking, and drove like a truck. With a ll my pain i started to contact many branch for a replacement vehicle. I was told that because it was the holiday season, they caould not help me because the cars are renting for almos 150 daily and the insurance paymeng would not be benificial. So much nonsense and distress during one of the worse times of my life. The worse thing is i went ti their lot and saw over 10 cars parked waiting for high paying customer, when all the while this current paying customet os disregarded, lied to, and disrespect, as well as to have my life put at risk again, because the car shakes horribly. I had so much bad experience at these branches trying to rectify the wrong already done to me. Miami lakes branch, pembroke road, auto nations, and so much more. Why would a corporation operate with such dishonesty and all across the board at all branches.
Marcia,
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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 141230-002016 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I rent from Enterprise often but on this occasion I had a very bad experience. My vehicle was stolen and my insurer instructed me to get a rental per my insurance policy at $40 per day up to 30 days or $1200. I went to the Murray Blvd. location in Beaverton as this is closer to my home. On Tuesday December 16, 2014 I contacted the Enterprise office to check on my balance and spoke with Jacob. He informed me that my balance was $1117 and that I could keep the vehicle without going over my maximum. On December 18, 2014 I took my rental back after work, the vehicle was inspected and fuel checked. Sarah stated that the fuel was a gallon low. I offered to go and purchase a gallon but she stated she would charge me pump price of $2.29 per gallon, instead of the $5.50 per gallon they customarily charge. She then called me on December 19, 2014 and said that the system was up and that I owed $80 plus the $2.29 for the gallon of gas. When I asked her how that could be, she stated I had gone over my maximum allowable. I told her that my insurer just paid $1200 for 30 day rental and you are asking for $82/29 in addition to that!!!! I could have purchased a vehicle from the auction for that amount!!! Some customer service! I will make sure that Enterprise is not used again and tell everyone I know about this disservice.
Hello Susie,
Thank you for bringing this to our attention. We appreciate your feedback and would like to look into your experience in Beaverton. Please email us at care@enterprise.com with your contact information including your phone number and your reservation or rental agreement number.
When emailing, please place reference #141221-000748 in the subject line. We look forward to hearing from you soon.
Regards,
Michelle
Social Monitoring Coordinator
I was going to pick up my rental car after I was advised of my rental insurance. A reservation # was set up with me and I received a call from Joe that day about the fact that I should call when I needed my rental never once mentioning this deposit. This morning, I call Enterprise and was advised that I need to make a deposit on a credit card of $100 and that they would refund it when I bring back the car with no damage. Being that I already have to pay a $1000.00 deductible and the Kmart hacker froze my bank accounts almost two months ago, the last surprise I needed was for some “manager from the Wyoming Ave, Scranton PA enterprise” to give me attitude because I tell him my situation and he rudely states, it is policy. Then for my fiancée’s mom states that she will put it on her credit card and the “manager” starts getting loud and mean stating that it is policy that the card has to be in my name. Yeah, you can say I am mad, you can say, “what else is going to happen” The worse thing is that this person claimed to be the “manager” when asked for his manager then states he refused to rent us a car when called out about this rude behavior! Now, I have no way to get to my job, get my daughter to school and the worst thing is, when it can’t get any worse, is that Christmas is just around the corner and I will not be able to spend it with my family. Thank you Enterprise for you rude and humanizing treatment!
Hello Jackie,
Thank you for sharing your recent experience in Scranton. Customer service is our priority and we would like to look into this for you. Please email the details to care@enterprise.com with your contact information including phone number and reservation number if you have one.
When emailing, please place reference #141221-000754 in the subject line. We look forward to hearing from you.
Regards,
Michelle
Social Monitoring Coordinator
I am outraged at the treatment I received at your Enterprise Location at
Enterprise Rent-A-Car
5445 ATLANTA HWY STE E
ALPHARETTA, GA 30004-5924
I called your office earlier today at 12:55 PM to arrange for a 3 week rental. 12/17/14- 01/10/15.
Prior to calling, I did as I would expect most customers to do and checked on-line for availability and rates. Using Priceline.com I was able to find a rental for the aforementioned period from Dollar Rent A Car for $500.32 complete with all fees and taxes. I called your place of business and was told that a car would be available by 4pm today and that if I showed the aforementioned offer to the agent they would honor the offer of your competitor. I saved the page and link to my Ipad and arrived at your location a few minutes before 4PM. I pulled up the on line offer as instructed by your employee and was told that they could not honor “Dollar’s” offer and they could give me a 10% discount and rent me the car for ~$772 over $270 dollars more than the competitors offer.
I am a physician and had to leave my office and patients to try and make these arrangements with your office!! I drove approximately 20 miles to your location, arrived on time or early per your employees instructions, I was more than irate when told that it would be $270 additional to rent the vehicle and was admonished to my “tone” by your representative!!
Yes my tone was terse!! I will however publicly state that not a single guttural nor profane word was uttered from my lips. I had wasted over an hour and 1/2 of my time, my patients wait time, my medical staff time and even more egregiously lost the opportunity to rent a vehicle from “Dollar” as the vehicle they had offered was not available to me after 3PM.
As a physician I am often held to my word and expect to be judged to a higher standard than your car rental agent. None the less I feel that I was ripped off and lied to by your employee (he claims to be the manager of your store) and am beyond disappointed.
I do rent vehicles from time to time and your worker was able to find me in your system though he could only research back six months. He asked me if I had a corporate account about which I told him I was unsure though I don’t know what difference this should make.
When the opportunity arises and rest assured that it will, I will make every effort to make others aware of the discourteous, capricious, argumentative attitude of your employee and his impedance. He was not only unable to satisfy customer but had audacity to reprimand me!!!! I will not tolerate being reprimanded by your clerk! Certainly not one that wasted my time, blatantly lied to me and then admonished me for my tone when I recoiled from an additional $270 additional fee.
If my comment costs your firm even one rental I will have vindicated myself!!
Hello Lonny,
Thank you for bringing this to our attention. We take customer service seriously and would like to change your mind about our services. I have forwarded our correspondence to the regional office that oversees our Alpharetta operations. I have requested that an area manager research your concerns and follow up with you directly to further address. I have included your contact information with this correspondence.
If you have any questions or concerns, please reach out to my team directly by emailing care@enterprise.com with reference #141217-008257 as we have created a file for you.
Regards,
Michelle
Social Monitoring Coordinator
Good Afternoon Chris,
My wife was rear ended on December 5, 2014 on I-95 in Miami by a tourist – one of your customers – in an Enterprise Rent a car. Our BMW X5 has received, per the insurance authorized repair facility, over $4,000 in damages as result of this reckless driver incident with one of your vehicles. We have made numerous calls to your Fort Lauderdale office (954 949 3160), and it has been over a week and no claims adjustor from Enterprise has inspected our car to authorize payment for the repairs. We want the insurance from Enterprise or from the individual who rammed into our car to assume payment responsibility for the damages. Our insurance should NOT get involved since we did not cause the accident. Please have your claims department contact George at Giant Motors 305 538 4517 immediately to arrange for your adjustors to inspect the car, and provide authorization for payment of the repairs. Thank You.
Glen
305 331 ****
REF Claim # 05930269
Good Morning Chris,
My wife was rear ended on December 5, 2014 on I-95 in Miami by a tourist – one of your customers – in an Enterprise Rent a car. Our BMW X5 has received, per the authorized repair facility, over $4,000 in damages as result of this reckless driver incident with one of your vehicles. We have made numerous calls to your Fort Lauderdale office (954 949 3160), and it has been over a week and no claims adjustor from Enterprise has inspected our car to authorize payment for the repairs. We want the insurance from Enterprise or from the individual who rammed into our car to assume payment responsibility for the damages. Our insurance should NOT get involved since we did not cause the accident. Please have your claims department immediately contact George at Giant Motors where the X5 is located and have an adjustor provide and estimate and authorize payment so that the repairs can commence or right the car off. It is unacceptable that we have to wait over a week for someone to even show up while we are incurring car rental expenses, and the accident was not our fault. Thank you
Glendon Hall
On Friday December 12, 2014 I picked up my rental for the airport location in Memphis Tennessee. I was given a TOTAL price of $ 368.92
Upon return my total had drastically changed to $583.02. I was at that point told I was billed for mileage. Imagine my sticker shock. This is unacceptable and I expect top be reimbursed. I rent regularly from enterprise ( I travel for my job); and I typically rent from the Mt. Moriah Location. The last time I had an issue with renting it was at the airport location when it was on Airways in Memphis. I have been given the run around about who to speak with. I would really like to speak with someone to get the issue resolved.
Towanda Matthews
Loyalty customer # FNRN2C9
RA# 148397327
I will like to comment on my service today with Enterprise from Gary and Robert at the Northeast Philadelphia location at 7601 Roosevelt Blvd. I was told my Buddy (located at my original pick up area on Erie Ave, that I will be charged the weekend rate and I will have a ride home from the blvd location since their location is closed on Sundays. When I arrived at 7601 Roosevelt Blvd I was told by Gary that I will not be charged the weekend rate it was never changed and he will have me speak to Buddy and have him handle it which was an inconvenience for me since I believe everything should have been handled with him prevented me from making another trip. Then I asked for a ride home Gary said he does not know why Buddy said that I he was unable to provide me with a ride home since I do not live in the surrounding area. As I explained to Gary, had I known this I would have been prepared and had someone follow me rather than calling around trying to find a ride. Then, Gary looked over my car as I watched from inside said everything was fine and I was good to go. One hour later Gary called and said there was a crack in the passenger side window which I did not see prior during my look through nor did Gary see as I watch him do a look around. I explained this to Gary then he put his supervisor Robert on as I explained the same to him. Prior to my return I look over everything and watch them as they do the same and nothing was mentioned then they call 1 hour later claiming damages. I have never experienced such horrible service from my years of renting from Enterprise and will surely share my experience with others. My employer offers discounts to employees with Enterprise and I believe this is something that should be shared with my employer and social media.
Enterprise is the worst rental car company on the planet. Slick suits, nice ties, and ipads do not make up for lack of training and a company that does not know what it is doing. Do not rent from them, pay more, do whatever you have to do, but stay away from Enterprise.
Rented a car 2 weeks ago from Enterprise located at 6175 Highland Rd in Waterford, MI. Turned the car in and was given a total of 17.86 which I paid in full. Now, I receive a phone call from Zack stating that I owe a different amount and that they will just go ahead and bill my charge card again. I returned the call asking how it was possible (even though the bill was paid in full) that my charge card number was still essentially open for them to place additional charges on it. Zack told me to read my contract. I explained to him that I was told by Sarah and have paperwork to support it-also the manager on duty that day- Rachael? that it was paid in full, he again reiterated that I needed to read my contract and that he would “look into it”. I am hoping to contact another manager today for resolution of this matter, but I can assure you, you have lost my business and anyone who is within shouting distance of me- this customer service is extremely unprofessional and the staff here at this office do not know what they are doing stating -it is not in the notes- so essentially it is not so? There are too many other rental companies that would love to have my business/money luckily I have a choice, unlike the fraudulent practices at this company which may require legal intervention on my part.
Jeannie,
We would like the opportunity to look into your experience at the Waterford location. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 141214-000959 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
On 11/18, I traveled from Tallahassee FL to Los Angeles CA on business travel, anticipating picking up my reservation from the LAX airport and was told I was on a “do not rent” list and ultimately was stranded in LA. I called Customer Service the next day to find out why I was on the list and no one could tell me why. I was told someone would call me to resolve the issue and no one ever called. I have rented vehicles a total of 5 times since July 2014 with the last rental from 11/4-11/7 and would like this issue addressed. The company I work for has a corporate account with Enterprise and utilizes Enterprise and National rental agencies so I need this issue to be resolved as soon as possible.
N. Humphries,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your last rental location, your contact information with your driver’s licence number and state, your date of birth and phone number.
When emailing, please place reference number 141214-000948 in the subject line. We look forward to assisting you soon.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Thanks to Enterprise Rent-A-Car a company whose only purpose is to provide transportation….I am on foot while my car is in the body shop.
To whom it may concern,
I am very disappointed in the way I was treated by Enterprise Rent-A-Car at 5416 South Harvard in Tulsa,Oklahoma on Dec. 9th 2014 at 5:15 PM.
Arrangements were made in advance on Dec. 8th 2014 via MetLife Insurance Company for me to simply pick up a car the following day at the described location in Tulsa. I was issued a conformation number of #741802 by MetLife. Immediately, I called Enterprise at the Harvard location phone number 918-743-3220 and spoke to a gentleman to assure they had a car for me. Right away he stated they already had the information provided by MetLife and the car would be ready for me to pick up. I was then asked if it was ok for him to get all the information from me to expedite the process so when I arrived I could just get the car and go. He asked for my phone number at home and work, place of employment and home address.
On Dec.9th at 5:00 PM I was able to get a friend to provide me with a ride to pick up the car. When I arrived there was an Enterprise employee at the counter. I gave him my name and said I was there to pick up a car. He asked me for a credit card. I responded I do not carry a credit card nor do I even own one. He smirked and said he wouldn’t let a car go without a credit card. He then requested I give him a debit card. I responded I don’t carry or own a debit card. He smirked again saying he wouldn’t let a car go out without a credit card or a debit card but if I had my utility bill like water or gas he could. I said I don’t carry around my water bill but my wife had a debit card so I guess I could go get it. He said that would work. So, I had my friend drive me back to my house to get the debit card from my wife. When I arrived back to Enterprise with the debit card the Enterprise employee laughed at me and asked “You think I am going to rent a car to you with someone else’s debit card?” I said yes I do since you told me to go get it. Tossing my drivers license and the debit card at me on the counter he said he wasn’t gonna rent a car to me….in other words get lost.
I chose Enterprise since their Harvard location was convenient being only a mile from my home and office. This being the case the trip back and forth took 45 mins. with bumper to bumper rush hour traffic backed up in both directions for 2 miles. I guess I don’t understand why Enterprise did not ask for credit card/debit card/utility bill information when arrangements were made in advance on Dec.8th. I have spoken to several people who had a car accident where the insurance company of the other party provided a rental car while their vehicles were in for repair. All said they were never asked for a credit card.
I noticed on the corporate website titled “Corporate Offices & Headquarters”
at https://corporateofficehq.com/enterprise-corporate-office/
there is a massive list of complaints that match the treatment I received. One begins to wonder if the company is completely out of control and hire a bunch of thugs to run their locations. How a company with such rude employees is able to maintain itself and stay in business is beyond me. NOTE: I just found out the conformation number issued to Enterprise showed my wife as the driver as well so the actions by the Enterprise employee is totally inexcusable. All he had to do is request her to be present.
K. Webb
K. Webb,
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@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 141214-000933 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
My car has been undergoing repairs so i rented a car from your richmnd va office 3 weeks ago. Up until the last week, i was charged for 4 days, then charged the weekend rate of 9.99 a day.
Yesterday i called the rental office and spoke to Dave. I asked if since i was picked up at my home to rent the car if he would prefer to have a driver pick the car up or if i should drop it at the office and get drive. Home by his driver. Dave told me that i should come in and not to worry a driver would surely take me home. I made this call at 5:30 pm. When i arrive just 30 mins later, another male employee takes the keys and tells me his driver can’t take me home because they are closing. Didnt matter that i just called as he just shook his head and handed me back the keys. He told me i could put it in the box and find my own way. I don’t have anyone who can drive me home. I live 7 mins exactly from his office. I ask if i can return it at the other enterprise less than a mile down the road. He said yes. I arrive and request a ride home. I’m assured yes, but i would have to basically forfeit my entire deposit with the exception f $9.00! I told him i paid cash upfront for my rental and my latest rental was $33 and change total for the weekend being the only amount i didn’t pay upfront. I had left $100 cash deposit. I also saw he was charging me $10 for an hour late, but i wasn’t late. The computer incorrectly noted my rental started at 5:05pm, when i rented it at 6pm or just slightly after.
Lastly, i rented over 4 times and was consistently refused my new contract. I was told the original one is all I need. I put up with be g bullied harassed and insulted for not purchasing addl insurance but one thing i hate is being nickel and dimed and dishonesty.
Not being able to return the car their and appropriately close out my account, i drove home. It is now 7:30am and i would like to return the car as soon as the store opens but i need corporate help so that i am not left high and dry without a way home, i a, a full time caregiver to myn80 yr old mother and i can’t afford to waste Anymore time. Time is also money and then some to me also. Thank you
Joyce,
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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 141214-000915 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
I am a long time renter with Enterprise (since 1984) and have experienced the absolute worst Customer Service experience in my life at the Newport/ Morristown, TN location. Specifically an employee named Ashley who called me a “liar” because she said she called the emergency number I listed and she said a man answered and said he didn’t know me..little did Ashley know that my daughter was in town for Thanksgiving and her number was listed as my emergency number, my daughter is single and no man would answer her phone, we pulled up the call log and there was no call from Enterprise, at all!!! I was told I could not take advantage of the weekend $9.99 special, went to return my car on Monday, Dec 1st, only to find the place locked up, no one on site and no sign on the door that anyone would be returning the same day. So I returned it on Tuesday, only to be charged another day rental and harassed for not returning it the previous day!!! Have had to use Enterprise because the small town I live in has no other choices, if I had other choices I would surely chose any other company except Enterprise.
This location has the most dishonest, unprofessional and rude employees that I have ever encountered. And if corporate even looks at this and pulls up my rentals in the past 2 months, you would see how much money I have spent on rentals here, and have been treated horribly, especially by Ashley Fry.
Kory,
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@enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us at the Newport/ Morristown, TN location.
Please reference Number 141208-001399 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Today I received the worst customer service ever from a store manager. My insurance rep set up a rental for me at enterprise. The location he had chosen was further away then the one I normally use. He changed it for me so I called in to set a time. The agent I spoke with was named Johnathan, at the Stapleton location at 10am. He was nice but said they couldn’t pick me until 2pm. I told him I needed to be at an appointment at 3:00 so 2pm would work. I agreed and waited. At 2:10pm I called back to inquire where the ride was when Kalie at the Stapleton location told me I had not made a reservation there and I was suppose to call the other store. She placed me on hold and came back saying I was suppose to call into the other store when I was ready to be picked up. I attempted to explain that my insurance adjuster originally set it up some where else, but it was changed back to the stapleton store and I had spoken to someone there at her (stapleton) location. She cut me off and said if ‘I would stop interrupting her then she would be able to tell me.” I told her this similar issue happened once before when I rented from them last month, then she hung up in my face. I didn’t have the number to call the other place she said I had called earlier. The only enterprise number I had called or even had a phone number for was 303-320-1121. I attempted to call the stapleton number back twice to get no answer. finally I called the 1-877-589-5135, I spoke with someone in the escalation department. The representative called the stapleton store, came back on the line and said, well I need to send you to a different location and she transferred me to the Colfax ave location, without any further explanation. That location had no cars. I called back to the 1-877 number and got another rep, she then transferred me to a body shop. By this time, not only did I miss my 3pm appointment, but I missed a doctors’ appointment at 4;30 pm for one of my foster kids. I called my insurance company to get help with this matter. The agent said yes the stapleton location had cars, but they were refusing to rent one to me at this point. So he gave me the originally locations number where the first reservation was made which is 303-289-4645. This location didn’t have any cars available, but after the situation was explained they called all over the city and found another location that had a car. They even made sure all of the information was transferred over and a pickup time was confirmed. I was called to get picked up earlier than expected, both the manager and assisted manager were very nice and accommodating. I’m disappointed that a manager can use their power in the way she did.
Vanessa,
We’ve noted your comments regarding your experience at the Stapleton location and would like the opportunity to look into this for you. Please send us a detailed email to care@enterprise.com including your contact information, your rental agreement or reservation number and any additional details that you would like to provide.
When emailing, please reference the number 141208-001480 in the subject line of your email. We look forward to hearing from you soon.
Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
To Whom it May Concern:
My name is Nikki Garnes and I am sending this email and hoping that someone that cares about the customer service I received today. I contacted Enterprise on 12/01/14 at your 1501 Caton Ave. location. I spoke with several representatives Josh, Justin, and another one whose name I cannot remember. I was told that I needed proof of insurance and my debit card to pay a $150.00 deposit on the car. I only needed the car for 2 days at the max because I was putting my car in the shop for repairs. I was ensured that I would picked up at 9am at the repair shop on 842 E. Patapsco Ave on today 12/02/14. I sat and waited at the repair shop and no one came. I called to ask where the representative was because I had not been picked up. I was then questioned about what doXXXXents I had available to provide. I was told that I needed not only a debit card but, my utility bill, proof of insurance and a pay stub. Which would not have been a problem however; I was not told this until today. I still told them that I had all the information in my phone and it could be printed out. My issue is not only were they not on time. They caused me to arrive to work a lot later than I would have been if things had been done in the correct manner. I ended up telling them never mind after being told “OK we’re going to come and get you now” which was about a half hour later than I was supposed to be picked up. I had to walk several blocks in the rain to obtain transportation to work. I am a social worker and this was and is extremely inconvenient for me. The bad part is I called the office several times yesterday to ensure that they would be picking me up at the time I requested as well as the location and what would be needed to obtain the vehicle. This was horrible customer service and I will be filing a complaint with the BBB.
Sincerely,
Nikki
Hi Nikki,
Thank you for letting us know about your recent experience in Baltimore. The social media team acts as a bridge between our customers online and the upper managers who can best address their concerns. Based on the nature of your concern, I have forwarded our correspondence to the regional office for our Baltimore operations. I have requested that an area manager research your concerns and follow up with you directly to further address.
If you have any questions or concerns, please contact my team directly by emailing care@enterprise.com with reference #141202-002393.
Regards,
Michelle
Social Monitoring Coordinator
Please have Ms. Nicholson, CEO, Mr. Snyder, CFO, read this message.
If Josh Anderson, an employee from Enterprise located at the 10718 Potranco Road, S.A.,TX 78251, phone # (210) 681-2567, is quitting or leaving by January 2015, my spouse and I are requesting that he be replaced by someone as accommodating and professional as Josh. Mr. Anderson or Josh as he preferred to be called, (he and Lee who went to car sales department) has always been helpful and made sure that I was taken care of even when they weren’t there. My spouse and I have rented from Enterprise since the early 90s and will continue to do so as long as there are employees like Josh. My spouse and I will sorely miss him if he leaves the company because he always does his best to see us completely satisfied each time we rented from Enterprise. I have witnessed him treats his other customers with utmost respect and excellent service as if to make them keep on coming back. Josh is very kind and professional employee. We are afraid Enterprise will lose us once Josh is gone, that is, if the employee that replaces him, is not as helpful and professional as Josh is to us. Enterprise SHOULD do everything to try to keep him from leaving because he is definitely an asset to the company. We appreciate Josh because he valued us as Enterprise’ loyal customers. We already have our next rental booked or reserved for Dec 30, 2014. Please look into our request and concerns. Your prompt action regarding this matter will be greatly appreciated. My Enterprise Plus member number is: 5CTVNJ3. In addition, to prove that we have been loyal customers of Enterprise, we kept some of our receipts and we still have the September 3, 1996 rental receipt with Rental Agreement number: D325973. The rental was made from the 6322 Wurzbach Road, San Antonio, TX 78240-3893 location. Please don’t lose Josh or DO NOT hire someone without personality. If it’s possible, bring Lee back. Thank you and have a Merry Christmas and a very prosperous New Year!
This is actually a complaint regarding your manager Dan Leslie at your MSP site.
I have been a Enterprise Plus member since 2008, though I have been a customer since 2005 and I have never been treated with such disregard or lack of apathy as I was by Mr. Leslie.
My career calls for me to travel often, in fact I have rented an average of 10 days from ERCA for the last 5 months. Because of this I know that some locations have different rental requirements regarding debit card use. knowing this I called the MSP site the day and specifically questioned what there’s might be as I had a vague rememberance of such. I was told all I needed was my id, debit card and id. I arrived at the MSP site and was told that I had been given incorrect information and that I could not rent a car. I explained to the Mr. Leslie that I had been told differently and that when this had happened in the past the manager approved my rental. He than suggested that that was probably why his predecessor had been terminated. I again pleaded my case in that I had done all I was requested to do. Mr. Leslie displayed no willingness to at least advocate for a long devoted customer in this cirXXXXstance. Rather, I felt, blaming me because I choose not to have a credit card.
So here I am, the day before thanksgiving stranded at the airport for hours until I could arrange transportation. While at the counter I cancelled 2 future reservations I had with Enterprise. I also contacted my spouse who is Vice President of one of the largest financial institutions in the world and she has indicated that Enterprise and its affiliates would be taken off of their preferred services of use for her company. It is so very sad when managers hide behind policies and procedures to not supply the basic customer service the public desires. Even sadder when they are the cause for the implementation of said P&P.
Hello Dale,
Thank you for bringing this to our attention. We value your feedback and would like the opportunity to look into this and change your mind about our services. Please email care@enterprise.com with the best phone number to reach you and your reservation number. When emailing, please place reference #141202-001992 in the subject line. We look forward to hearing from you soon. –Michelle
Just wanted to compliment the service I have received at your 825 Ohio Pike, Cincinnati Ohio 45245 location. I have rented for a couple of days monthly from this location for the last seven months. I have always received fantastic customer service and concern from them that I was completely satisfied. I have had the opportunity to recommend them to a few others and will continue to do the same. I already have my next month trip booked/reserved and plan on continuing to use them in all future rentals.
Hi Dale!
Thank you so much for taking the time to share this with us. We strive to provide excellent customer service every time and love to hear testimonials like yours. We are glad that you have enjoyed our services over the past several months. I will gladly pass your kind words on to the team in Cincinnati. See you next time and safe travels!
Sincerely,
Michelle
Social Monitoring Coordinator
I rented a car with your 20 Plantation Dr, Fredericksburg, VA location on October 29 until November 1st. I realized on the next business day that I left money in the car as well as my business portfolio. I called right away to report my missing items. I was told that the vehicle has been rented out and they would contact the new renter to check for my items, the new renter confirm that my items where in the car and she would return them when she return the vehicle . My concern was why wasn’t the car check before they rented the car to a new renter? I spoke with an employee by the name of Darius, who was very helpful in the beginning he called the new renter and ask about my items, he followed up with me regarding my items, he told me he would call me when the car comes back in to the office. A week went by and I was curious to see it the car was brought back, every time I call into the office I was told by the Mgr. Andrew Burger that Darius was busy with other customers or he was out to lunch. He exact words to me were “your timing is off, you keep missing him” I called back several times and the Mgr. Andrew Burger didn’t even ask how could he help me. My complaint is why wouldn’t he take the initiative to try to assist me. I felt that my concern was not important enough and he didn’t care about my concerns. As a manager myself, you would think the manager would want to take the time to help make the customer’s experience memorable. I have yet to receive my missing items that was confirmed to be in the car, It has been 3 weeks and that is UNACCEPTABLE!!!!!!
My business portfolio has very important business doXXXXents in it. I suggest that you take time to train your managers on how to deal with customer’s concerns. I will NEVER RENT from your establishment again. I will also let my employer know how I was treated by Enterprise, I work for a National Financial Institution and I can assure you they will reconsider using your establishment again.
Hello Denise,
Thank you for bringing this to our attention. Customer service and satisfaction are very important to us at Enterprise. I have followed up with the regional office for our Fredericksburg operations to ensure that your items are returned to you. I have also asked that an area manager follow up with you to discuss your concern.
If you have any questions or concerns, please contact my team directly by emailing care@enterprise.com with reference #141201-002356 as I have created a file for you.
Regards,
Michelle
Social Monitoring Coordinator
I had a great experience with renting a car in Santa Rosa California,….I had special needs and Adam Van de Kraats who is the branch manager made sure I was taken care of…I want to Thank him & his staff who always said there is no problem…..keep up the great work…that is top customer satisfaction!! Mahalo
Hi Donna,
We are so glad to hear that you had a great rental experience in Santa Rosa. We want our customer service to be the best in the industry and love hearing stories of our teams exceeding customer expectations. I will happily send your kind words on to Adam and the rest of the team in Santa Rosa. Please feel free to contact us if you ever need assistance in the future.
Sincerely,
Michelle
Social Monitoring Coordinator
To whom it may concern,
On Nov 11/11/14 I had reserve a car conf.# TRFCOD, the reason i book this car was because my mother is 80 years old,she can’t walk well,she walks with pains… so I try to make things easy for her.
We came from Fla, everything work out great for the time we was there, until 10am when I try to rent the car that i reserved. they ask for my credit card ( i had funds in the card but not enough), which i didn’t know..so I was decline, BUT WAIT I have a debit card. the girl was pleasant, i explain to her that i need the car for my mother,but she said that it was the manager call,…seeing my mother sitting down tired exhausted.he said that he cannot use my debit card sorry…I told him that I’m a member J7SRGMM for years and still refused… and i alway use my debit card to rental from you ,just look into my account number….long story short we got home by 6P.M cause every car rental wanted over $200.00,it just bother when a company can except one card a another don’t????
Bernie
Can you explain this policy to me…
Hi Bernie,
Thank you for sharing this with us. Our team acts as a bridge between our customers online and the upper managers who can best address their concerns. Based on the nature of your concern, I have forwarded our correspondence to the regional office for our East Boston operations. I have asked that an area manager review your concerns and follow up with you directly to further discuss. I have included your contact and rental information with this correspondence.
If you have any questions or concerns, please contact my team directly by emailing care@enterprise.com with reference #141201-002236 as I have created a file for you.
Regards,
Michelle
Social Monitoring Coordinator
on 11/21/14 I went to your location at 20950 Lakeland Blvd Euclid Ohio when I arrived I was told that I need a utility bill for rental and she kept stating they had tried to call and confirm which was a lie, I never received a call I have used that card previously several time in the past – when I asked about this you assistant manager Alena Brown was very condescending and as the paying customer it kind of pissed me off – when I brought the bills in It had my balance on it because it was current bill she tells that won’t work when I asked to if she doesn’t have balances on her bills she stated NO I PAY MY BILLS, made me feel like I don’t even have words, to speak to a customer like that shocked me (in my job if I talked to people like I would be fired) I requested to speak to the manage he was not in the card they gave belong to the business number – I will say I said things some things but as I was walking out the door The girl cussed me out with f bomb you too- which kind of shocked me and pissed me off even further as customer service and management she should have just walked away but didn’t – to me it seemed she wanted to start something. they total ruined our weekend trip and I can guarantee I WILL NOT BE USING Enterprise again.
Hi Maria,
Thank you for sharing your recent experience with Enterprise in Euclid. In addition to helping us help you, your feedback is important in maintaining and improving service and satisfaction for all of our valued customers. Our team works to make needed connections between our customers online and the upper managers who can best address their concerns. I would like to get your concern to the regional office for our Euclid operations. In order to do so as quickly as possible, please email care@enterprise.com with your reservation number and contact information including phone number.
When emailing, please place reference #141201-002202 in the subject line. We will be watching for your email.
Regards,
Michelle
Social Monitoring Coordinator
CEO: Pamela Nicholson, I’m writing to you about a unfortunate situation that happened to me when I rented a vehicle recently in Hobart Indiana. I reserved the vehicle on Monday, November 10th for Thursday November 13th for a family funeral in Ohio. On Wednesday night I stopped in to make sure the rental would go smoothly. The manager was very polite and helpful, he suggested I take the car early for an extra $10.00. Since I needed to be at the viewing by 6:00PM it sounded like a great idea. The gentleman who cleans cars and picks up people followed me home. He asked me to grab a towel for the seat, it was wet, I didn’t know that before we left. I grabbed a towel and took him back to Enterprise. I mentioned it to the manager and he said the seats are damp, they had a outside company clean them and the seats would be fine by morning. I gassed the car up and went home. The next day around noon I went to leave for the funeral and the seats were still wet. I had no to time to waste so drove sitting on a towel. After about a half hour the smell was so strong from the cleaning solution I had to roll down the window half way. I drove 51/2 hours to Ohio with the heat on full blast and a window down to get there. My asthma was worked up also. My clothes were hanging in the back, wet from the snow coming in the window. Needless to say I was not happy. The seats still soaked they were wet…The next day was the funeral, the seats were still wet. On the way home they dried somewhat with the heat on full blast and the window down from the smell. I returned the car Saturday morning. The seat was almost dry, just damp around the stitching. Of course I complained, and was somewhat compensated. He charged me $33.70 instead of the full amount. I shouldn’t have been charged at all. The $200.00 that was on hold in my bank account wasn’t available to me immediately. When I called the office I was told by a lady it can take a hour or so. I waited, I called back later in the day and they were closed.. Sunday, no money. Monday I called and was told it takes a few business days. By Tuesday I finally had the money available. By then I really needed the money for the medication to treat the bronchitis I got riding in a wet car in cold weather. I can produce the receipt for the medication. I’m thinking about seeing a lawyer, I don’t know what was in that cleaning fluid I inhaled for all those hours, do you? There is no excuse for renting a reserved wet car. I’ve rented there before with and without my insurance company paying and never had any problem. Please address this this situation to it doesn’t happen to anyone in the future. Oh by the way, the more those seats dried…the dirtier they looked, yuck.
I rented a vehicle from your Reagan International Airport Facility. First, I would like to point out, I had a new adjuster to help with releasing the vehicle. The first vehicle we were placed with had a scratch on the trunk, which was open when doing the walk around. Not until he was ready to let us go with the vehicle did he close the trunk. That is when we noticed the huge scratch. The adjuster would not put that on the vehicle report. Instead, he moved us to another vehicle. This was my first indication that we were trying to be taken advantage of. When we were moved to the second vehicle, he did about a 30 second walk around and rushed me out the door. Also, even with the first walk around, the poorly lit condition of the garage made it very difficult to see. Upon returning the vehicle, that was not the case. However, upon returning the vehicle, the portion of the garage to return and inspect the vehicle was well lit. The claims adjuster IMMEDIATELY noticed damage to the vehicle. This struck me as odd, because I nor my husband could visibly see the damage after being inches away from the supposed damage even when we looked at it every angle possible. This seemed odd to me, for an adjuster to immediately notice damage from feet away let alone two other people not being able to see the damage from inches away. Again, the adjuster asked if we had insurance, and upon the confirmation, she excitedly said don’t worry about it, that insurance would have no problem and would take care of it. The supposed damage was a small dent to the right fender that was smaller than a quarter. According to your policy and the indicator used when first analyzing the cards, states a dent smaller than a quarter or smaller than the circle on the indicator is considered wear and tear and not to be reported on the vehicle report for analysis. However, this is not the case. I have disputed the claim, and all your company states is that we are liable for the damage. I feel that I am getting ripped off by the sketchy series of events. After further reviews, this seems to be a common occurrence with your company. There is a claim submitted, that is under a minimum deductible amount, and once the adjuster finds out there is insurance, your company goes through with the claim stating the damage was done and the renter is liable. I am extremely disgusted by this series of events. First off, the lighting conditions of the garage are not only unsafe, but do not provide adequate spectrum to be able to sufficiently inspect the vehicles. Why is this so when the customer is to inspect the car, the lighting conditions are poor; however, when returning the car, the adjuster has well lit conditions. Sounds like a set up to me so far. Not to mention a dent smaller than a quarter that is not visible from two inches away, however, is noticeable from 6-8 feet away. This seems extremely unlikely. Lastly, we are not allowed to see any previous damage claims filed for this vehicle. Therefore we are not provided with evidence that this may or may not already be a pre-existing dent. For all I know, this could be a previous dent that was filed on before, but all we have is a word from your company that it is new. Also, if this dent would have been pointed out from the beginning, I would have been told it fell under the indication card of it not being able to be put on the report because it is smaller than a quarter and/or smaller than the circle on the indication card. I am extremely upset with your company regarding this instance. I will never use your company or any rental facility you are associated with. I will also be writing a review to every single website and social media outlet about my negative experience I have had. This is a blatant attempt to rip off not only me, but the insurance company!
Also, the vehicle was muddy on the outside, making it difficult to see any damage also. It had rained the night I had it which cleaned away the dirt and grime.
Hello Heather,
Thank you for bringing this to our attention. We value your feedback and would like to take a closer look at this for you. In order to do so as quickly as possible, please email care@enterprise.com with your contact information, reservation number and damage claim number.
When emailing, please place reference #141201-002178 in the subject line. We look forward to hearing from you.
Regards,
Michelle
Social Monitoring Coordinator
So after I make a reservation to pick up a vehicle from my local Hwy 27 Lake Wales Fl. location everything when downhill from there when I arrived to pick up the car. The pick time was for 12:00 pm on a Saturday the exact closing time of for this particular store, so once I arrive the obnoxiously rude mananger basically was annoyed that I was tearing into his off time it was evident from the moment I walked through the front door. He first off told me that his location doesn’t accept cash even argued with me after showing him my reservation print out that clearly stated “this location accepts cash”. He refused to give so I then called the corporate office and explained the situation at hand, they reviewed the reservation and agreed it was in plain print “this location accepts cash” and they’d have no choice but to honor my reservation. The corporate office contacted the local office and explained to the mananger that he would have 5i accept the cash. He still argured the fact and even made a call in front of me to his district manager and basically questioned if the lady who called was truly from the corporate office. Finally I was told that I’d need to go and get a money order even though I showed the mananger it cleary said cash no money orders. 2.5 hours later after recording the extreamly rude unprofessional so called mamanger, I finally leave with a vehicle and only to return it on Monday due to mechanical issues. I was then given a car that wasn’t cleaned inside and was basically empty on fuel. The car had ALL of the prior customers important information still in the console, including full name, driver licence number, date of birth, phone number, home address, even a bank recipt!!! When I called to inform them I spoke to the young lady Missy at the Lake Wales store and I was told “we are human we’re gonna make mistakes” from here it went out of control including law enforcement and harrassment from the store, they sent a tow truck to my house at 2:30 AM 2 days after I had returned the car they even called my 76 year old mother at 3:00 am basically calling her a liar and
Hello Danny,
Thank you for taking the time to share your recent experience with Enterprise in Lake Wales, FL. As customer service and satisfaction are of the utmost importance to us, we would like the opportunity to discuss this with you. Please send a detailed email to care@enterprise.com with your contact information including a phone number and reservation number.
When emailing, please place reference #141201-002132 in the subject line. We look forward to hearing from you soon.
Sincerely,
Michelle
Social Monitoring Coordinator
I wanted to let you know how disappointed I am in one of your policies. I own a business my car recently broke down and wont be fixed till Thursday. I was looking to rent a car today through Thursday. My wife works in Baltimore and has all the credit cards. I was told I could not do credit card over the phone. I told her we could scan the card and send it, we were also told no. the answer was policy. To me this is poor management. No effort was made to rectify my situation just no. I am very disappointed. I have rented with you before and everything has gone smoothly.
I had to have a rental from Enterprise in Hoover, AL due to being hit from behind. Today I returned the 2014 VW Beetle and the guy does the inspection and tells me that I am responsible for damages that were already there. He insisted that I give him my 1,000 $ deductible. Shouldn’t they have called my insurance agent, had an estimate done and then waited til my insurance paid them? I will never rent from Enterprise again. The car was so dirty when I got it that my husband washed it as soon as I got it home. It had also been smoked in which was horrible.
Tammy,
Thank you for bringing this to our attention. We would like to take a closer look at your experience in Hoover. Please email the details to care@enterprise.com with your contact information, reservation number, claim number if you have one and the exact location in Hoover.
When emailing, please place reference #141030-001918 in the subject line. We look forward to hearing from you soon.
Sincerely,
Michelle
Social Monitoring Coordinator
I rented a vehicle from Enterprise in Commerce, GA and my actual experience with the agents at this location was great however, the vehicle was a different story. After going through the paperwork in the office to rent the vehicle as the agent and I walk to the vehicle that I am to ride in until my vehicle is repaired he brings me to a vehicle that looks as if it had not been washed in months . There is so much mud on the toes you would think that someone had gone mud bogging in the vehicle. Inside the vehicle the seats had what looked like water stains (I’m guessing) on both the driver and passenger seat and the carpet on the drivers side had a very noticeable hole in it.
After doing the walk around, which if any scratches or anything were on the car we would never be able to see it, my first stop was to the local car wash to try to wash of some of the filth from the car.
Enterprise, true enough I was paying to rent a vehicle, but I should not have to clean the vehicle myself!
Dana,
Thank you for bringing this to our attention. We would like the opportunity to further address this with you. Please email the details to care@enterprise.com with your contact information and reservation number. When emailing, please place reference #141024-003184 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
I have rented cars from enterprise both in California and Michigan for the past 25 years, and have always been satisfied with the service , however, when I returned my rental car on October 18th, 2014 at DTW airport, I left my coat on the back seat of the car. When I returned home to California I called the telephone number on my receipt and explained to the employee that I left my coat in the car. He stated that your employees were very trustworthy and he would check into the matter. It was a new coat and I described it to him, I still have the tag from the coat and the extra button. After checking he stated that no one had turned in the coat. I was very disappointed with his answer and asked if I could fill out a form for my loss. He did not answer , but he stated that at DTW Enterprise sends their cars their over to another rental agency to be cleaned. I would like some consideration in regards to my coat.
DeOttis,
We’ve noted your comments. We take customer service seriously and would like an opportunity to look into this for you. Please email the details to care@enterprise.com with your contact information and reservation number.
When emailing, please place reference #141027-002524 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
Dear Michelle,
If I were your CEO, I WOULD FIRE YOU RIGHT NOW!! How dare you put off Customer Service with a little song and dance. Get to the core or the root of the problem and handle it! You have shown neither in your little “pansy” answers! How old are you? Back in my day, we handled it, and from the customer service and the vile treatment I have been given in the last three year(s), this tells me that the Good Ole’ Enter Rent a Car is failing!!!
That is right! I am an oldie, but goodies!! With bells and whistles with Rent a Car from the 80’s!!! But STILL young l! Do not have the Cooperate Acct. anymore; Divorced him, but still have clout!
How dare you get on here and candy coat these people’s questions!! My ex started Oracle……………Yes, that is right! Do you know who is Oracle? Bet not! But you use it every single day, and I dare you and your’s to give me one of your lame half brain excuses why your policies are treating every single human out here like criminals without asking questions first. I know, I have been a victim now twice in three years!!
IT IS FELT BY YOUR STAFF MEMBERS IN THE BRICK AND MORTAR STORES!!! Your staff can no longer give good customer service to people like me without being in fear of loosing their jobs. You are taking executive decisions away from your managers, and you are loosing people like me; THE GOOD F……. GUYS!!!!
STOP OR ELSE, SOMEONE WILL BUY YOU OUT AND YOU WILL NOT HAVE THIS BLOG TO INSULT PEOPLE WITH YOUR DUMB PRE-RECORDED ANSWERS!!!
Sincerely,
(look that one up)
hello my name is Denise and I’m a friend of Jared miller,Mr.miller rented a vehicle from your office in omaha ne. Mr. miller let a so called friend use it to go to the store or something,I don’t know the reasons why the guy ,who’s name is frank,took the vehicle and has refused to bring it back,a guy named Brian White 217-390-4500,who is at your Omaha ne branch has hired a so called investigator to find out where the rent a car is,mr.miller has reported it stolen but the investigator is insisting mr.miller has had the vehicle all along,the investigator and the guy named bryan are insisting that miller and I have the vehicle and that there’s felony bench warrants out for my,our arrests,first off I’m not personally involved now and never have been with the vehicle that Mr miller had rented from you,i only witnessed that frank take it and promise Mr.miller he would bring it back,the tactics that your hired investigator is using is unprofessional and surely not intimiting to me it falls more under the a harassment issue ,he’s accusing me of things I have nothing to do with and Mr miller does not have the vehicle,the investigater claims he’s interviewed frank ,OK if that’s the case then why hasn’t he gotten the location of the rented vehicle from frank? also bryan white told me or should i say threatened me that if i contacted corporate office everything will just get worse , I would appreciate it if you would tell bryan white#2173904500/4029607263 to not threaten me with anything anymore I will seek legal counsel and go to the press. the rental agreement number is88J30N,police report number 14-42-3217 Colorado springs co police.
Denise,
Thank you for bringing this to our attention. We’re listening and would like to address this with Jared directly. Please have him email the details to care@enterprise.com with his contact information and exact rental location. When emailing, please list reference #141027-002725 in the subject line.
Sincerely,
Michelle
Social Monitoring Coordinator
I am hoping to keep a good relationship going with Enterprise. We shall see if they are just as willing.
I have been a very satisfied Enterprise customer and would like to keep it that way. I have purchased 5 cars from Enterprise over the last 25 years. I have referred friends and colleagues to Entrerprise. My current 2 vehicles are both from Enterprise. The 2006 Sonata has 205,000 miles on it. I would be buying a newer one right now but it is such a good car. My other vehicle is a 2007 Dodge Durango also purchased from Enterprise. I am writing about that vehicle.
The vehicle was under warranty until September of 2013. The previous month I was getting an oil change and the mechanic said I had a leak because he said he could see oil all over.
Using my Warranty and still under Warranty, I put the vehicle in a local Dodge dealer at about 63,500 miles and they were working with the Enterpise Warranty Dept. The Dodge dealer was having a problem identifying the specific source of the oil leak. The Warranty people advised the Dodge dealer to put a dye in the oil. After a few weeks, still no identification of the oil leak. The dye had not made its way through. There I was with school starting up with both kids and I am down a vehicle. And although I reside in Pa., I work in Md (now you know why I have over 200K miles on the Sonata). So, the Dodge dealer advised me to come and get the Durango, drive it and get the fluids and dye moving and see where the dye shows up. And so I picked up the vehicle. This is where I am having a problem with the Warranty Dept.
Unfortunately within a few weeks my wife and I got overtaken by medical events with her parents. First there was her mom needing heart surgery and the support that it required from my wife. I am out of town weeks at a time in Maryland with the Sonata and she is with both kids in Pa. and the Durango and both of her elderly parents. Right after her mom recovered from the heart surgery (a few months later, close to the Holiday 2013 period) her mom fell in our kitchen and fractured her hip. That ordeal… surgery, rehab, nursing home, lasted into the spring. Shortly after that, her dad got diagnosed with cancer Feb 2014 to the colon which entailed surgery, chemo, lab and doctor visits and that takes us into this fall. What has changed now is that I no longer drive to Maryland and am able to resume correcting the oil leak since I am here in Pa with the Sonata.
Oh yes, I forgot to mention, I had 25 trees taken down (May 2014) and the logger dropped one on the house. I had to spend a considerable amount of time screening loggers, screening their insurance and getting estimates. And once the tree hit the house, I again had to spend a lot of time getting roof estimates and fighting the insurance companies. Roofers are hard to get in the summer and even harder to work with when there is an insurance company overseeing the project.
So, here I am in the fall, 2014……Currently, the Durango has 67,000 miles (as you can see, we have used it sparingly since the days at the Dodge dealer).
I called the Enterprise Warranty people to resume where we had left off and they said “no, where have you been since August of 2013?”……and…… “if you brought the vehicle back to the Dodge dealer now maybe the leak would be a different one than before” .
Really not a good customer experience for me. Looking back, the Warranty Dept. could have advised the Dodge dealer to steam clean the engine to find the leak. They also could have provided me with a vehicle to use while the problem was being identified and fixed. Seems like I was too nice with them.
Now, I can prove everything I am saying. The question is: does Enterprise care about keeping the relationship going or is Enterprise just looking for a “Gotcha”? So, let’s see how Enterprise chooses to resolve this I can even bring the Durango to the Enterprise garage shop to be looked at/repaired.
I am willing to keep a good relationship going with Enterprise. We shall see if they are just as willing.
I have a complaint about the enterprise location at 5100 E Independence BLVD. My sister made a reseveration on 10/20/14 for a one way rental under my name Cara Brown. When my brother in law and I went to Enterprise to pick up the car, there was no reservation at this location. The manager in training was very unhelpful and rather rude. He told us that he did not have a reservation or any one way rentals and told us to go to the other location on Indepence.
My brother in law asked if they had any cars there for rental, the manager in training said he did not know. I asked if he could call them and ask and he said no.We left and went to the other location. I was able to rent a car which ended up costing $274 including a $150 one way drop off fee. I only had the car for 4 hours.II did not expect to receive such poor customer service and this was my 1st time renting a car. The other store location was great and friendly but first impressions make a lasting impression and this was not a good experience.
Hi Cara,
We’ve noted your comments. My colleague Colleen forwarded your correspondence to the regional office for our Charlotte operations this morning and asked that an area manager contact you directly to further address your concern.
If you have any questions or concerns, please continue to email care@enterprise.com with reference #141023-000822 in the subject line, as we have started a file for you.
Regards,
Michelle
Social Monitoring Coordinator
Reservation # 8kw3h4
Rental Agreement # 425982
I have a complaint about a rental that was damaged and dirty when it was given to me and now I am being blamed for the damages. On Oct 1, 2014 I went to Enterprise’s Courtland St. location to pick up my rental car. I had to switch out of my Hertz rental because the person who hit my car, insurance company was disputing the liability. When I arrived at the Courtland location, they had a clean small car ready for me. However, I explained it was too small and I needed a car big enough to carry my children, granny, and her walker. We walked outside to see the available cars for rental. The first car I pointed to, I was told was broken. The next car I pointed to, I was told was dirty but I could get it. I walked around the car and did not see any noticeable damages. I did see some mild scratches and asked if I needed to mark all the scratches. The agent told me since it was an old car, I did not have to worry about writing down every single mark. I signed the form and was on my way. The next day, I noticed how dirty the windshield was and thought about bringing the car back for a cleaning, but never had the time.
Let’s fast forward to the day I had to return the rental car. Since I worked downtown but needed pick up my new truck from Southlake Terry Cullen (my car was totaled). I was told I could drop the rental off at the Enterprise near Southlake. When I dropped the car off, the agent came in after inspection and told me she saw damages. When I walked out with her she leaned down parallel to the roof of the car and showed me damages to the roof (see the video of their location -1291 Mount Zion rd., Morrow GA on Oct 14). She also leaned down parallel to the trunk and showed me damages to the trunk. I told her that I did not make those marks and that I parked in a covered garage at work and at home during the rental. I told her those damages were made to the car before I rented it and that I would not take responsibility for the damages. I also asked her to call the Courtland office so that I could speak with the agent Deveion Haselrig, who had given me the car. He was not there when she called so we spoke with the manager, Bryan Beckett. I explained that since the car was dirty it was also damaged and had they washed the car, they would have seen the damages. I asked if I could bring the car back to them but he told me the office was closed. At the point, I had to make a decision to leave the car with her because my insurance told me it was the last day they would pay for the rental. The manager assured me he would look into and called me back. He never called me back so I called the Courtland office on Oct 7. Deveion was the phone with customer and another female manager spoke with me. I explained the same story and ask her to have someone call me. No one ever called me. Yesterday, Oct 21, 2014 I received a letter from the Damage Recovery Unit asking me to get a quote from mechanic to fix the car, that I was being charged for the damages, and that I could pay out-of-pocket.
I have a problem with this entire process. Enterprise needs to take some responsibility in this. Your process was not followed because I was given a dirty, broken car. My proof starts with the car being old and having many scratches on it, yet no one had ever reported damages. I am not taking responsibility for Enterprise not following their own policies. If you look at the video on Oct 1 around 12-1pm you will see either see the dents in the roof or not. If you see them, it will prove I did not cause the damage. If you don’t see them, it will prove that the damages could not be easily seen by walking around the car. It seems the agent did her due diligence and made sure she was not accepting a car that was damaged, however, it also seems for this car to have so many scratches, and no prior reports be filed; the agents at Courtland location are not doing detailed inspections and therefore rented me a car that was damaged.
I am not accepting responsibility for this damage, so I would like someone to review the videos on this rental from when I picked up the car and when I returned the car and note the condition of the car at both times. Also speak with Deveion Haselrig to confirm the conversation that we had when I picked up the car. I fully anticipate that if this rental is reviewed in its entirety that this issue can be resolved.
Dear Sonya,
Thank you for contacting us. We do value your business and strive to provide you with excellent customer service.
All damage claims are handled through our Damage Recovery Unit and I have forwarded our correspondence to that management team to investigate further. I trust that someone will be in touch with you soon to further address things with you. Your patience is appreciated as it can take several business days to be properly reviewed.
If you have any questions or concerns, please feel free to contact my team directly by emailing care@enterprise.com with reference #141022-002153 in the subject line.
Kind regards,
Michelle
Social Monitoring Coordinator
I rent from the Cedar Falls, IA location once a month to go get my step daughter from Kansas. My last rental was on 10/16/14- 10/20/14, I took advantage of the promotion offered ( Weekend special: rent car from a friday-monday and costs only $9.99 with a 100 mile a day regulation) The rental was obviously from Thursday thru Monday so the Thursday was not included with this promotion and was regular unlimited mileage for regular days rental cost. I also did this exact thing in Sept. (9/25/14 – 9/29/14).
The rental cost was to be $44 (and change) plus a $100 deposit as I use my debit card. However today I get notice that 2 checks have bounced because Enterprise is has $252.63 pending against my account! The information I was sent says $185.60 in excess distance charges (total miles 1328). This is not correct as on Thursday I drove over 1000 miles. The rest of the weekend I kept the daily miles under the 100 regulation.
I called Enterprise and was told because I made the rental from Thurs-Mon it was included, I advised that was not what was done with my Sept. rental and the “terms & conditions” on the promotion very clearly state it is from Fri. or Sat-Monday ONLY! Thursday was to be an unlimited mileage day. This has costed me $35 per bounced payment and am very upset over all of this. I rent monthly and have been for over 6 months now. The person I spoke with in the cedar falls location was not helpful at all and basically made it out as nothing I can do they said they will refund $95.00 however all I was to be charged was $144.00 and $100 was to be paid back. My rental agreement # is 69528, ref# 8P727T.
Ashley,
Thank you for bringing this to our attention. We would like to take a closer look at your experience in Cedar Falls for you. In order to do so as quickly and efficiently as possible, could you please provide us with your contact information? We will provide this information to the regional office for our Cedar Falls operations and have them follow up with you directly.
You can do so by emailing care@enterprise.com with reference #141023-001816 in the subject line. We look forward to hearing from you soon.
Sincerely,
Michelle
Social Monitoring Coordinator
On June 28 2014 I rented a car from your Slidell location. I kept the car in till September the 8th 2014. I called your office on September the 7th and I spoke with one of your female representative and inform her that I might be getting into the Slidell office after hours. I was told by the representative that I’ll be able to park the car and drop the keys in the Dropbox. So on September the 8th arrived at the location I drove to see if the store was open. I saw that the store was closed so I drove to New Orleans to my friends house had his daughter in law to to follow me back to Slidell so I can return the rental car. The gate was locked so I parked the car outside of the gate beside the building me and the young lady both crossed the gate went up to the door looking for the Dropbox. But there was no drop box on the front door so the two of us walked around to the back of the building making sure we were on the camera so we can see us walking around the building looking for the Dropbox. So we never found the Dropbox so what I did was I got the keys I put them in the glove compartment of the car lock the car and then the following morning I’ll called the Slidell office spoke with another young lady. I asked for a receipt, the young lady informed me once they get all the cars into the lot that they will send me a receipt because I asked her to give me one by email. And she said at this time we haven’t had all the cars brought into the lot as of yet. so I never received a receipt. But my son started receiving phone calls from the office stating that a warrant will be put out for his arrest and mine. So I call the Slidell office told that the manager was with a client. And was asked to call back so I did so and I was told the same thing again. So I called the 1 800 number for enterprise and they transferred me to the Slidell office I finally got the manager on the phone and so while I was on the phone with her she check the camera between the times of 8 p.m. and 9 p.m. To see if she saw me on camera. The manager said see you. I even told her what I had on. I told her she would see the car 3 times. once see me coming in to see if the store is still open and it wasn’t. The second time when I left the location to go drive to New Orleans to have someone follow me back to the location. And the third time she will see the car she’ll see me and the young lady driving into the location to return the car she see us walking around the building on the front camera and back camera. And this you will see the two of us get into a Nissan car that belongs to my friends daughter in law a green or blue car. You’ll see us get into that car and drive off. I also inform the manager that we went across the road to the gas station which is across old Spanish Trail and I put 20 for gas in her car so if they need to check the camera over there that’s where I went to go get gas and not me get out of a rental car. So at this moment there is a warrant out for my arrest for auto theft in Slidell. This need to be taken care of. I’m applying for jobs. And being denied because of a false warrant your company have on me. And a written apology is do. Plus a clearest letter of the warrant must be submitted to the companies I applyed to for work.
Shawayolanda,
Thank you for bringing this to our attention. We’re listening and would like to address this with you directly. Please email care@enterprise.com with your contact information, rental agreement or reservation number and any other details you wish to share. When emailing, please reference #141019-000821 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
I rented a car in France and had an encounter with a tree that dinged the rear passenger side light and around it. When I returned home after a further two months of travelling in Europe, I found an invoice for the full amount of the excess. I felt guilty that the invoice had gone unpaid for two months and rang Enterprise immediately and paid by credit card over the phone. I received a receipt by email.
I then discovered that to make a claim for what I’d paid on my own insurance I would need the quote and invoice showing the actual cost of the repair. After two unanswered emails to the general enquiries address and two phone calls from Australia to France, I finally received the doXXXXents I asked for.
The repair only cost 528 odd euros. I paid 850 euros. My insurance company will only refund me the cost of the actual repair so I’m out of pocket by the difference.
Judging by the difficulty I had obtaining the information I needed, I can only assume that Enterprise knowingly and fraudulently overcharged me for the cost of the repair.
If someone stole more than 300 euros out of my purse, and was clearly guilty of it, they would be called a thief and, hopefully, punished. I would be happy to have the difference between the actual repair cost and the excess credited back to me, and to warn other people to never pay anything until they see the actual quote and invoice.
thank you.
Susan O’Loughlin, Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, exact renting location, contact information and any rental agreement numbers. Also reference #141016-002468 in the subject. I look forward to hearing from you soon, thank you. Chris, Social Monitor Coordinator, Enterprise Rent-A-Car
My elderly Mother recently rented a car from Enterprise at your Alcoa, TN location, Rental Agreement #379116. The initial rental was for a week, so that she and my 18-year-old niece could visit her sister in Louisiana.
After arriving in Louisiana my Mother did not feel that she could make the drive back due to her health and of course, my 18 year old niece could not drive the car back, so she decided to turn the car into Enterprise in Leesville, LA.
When she turned the car in, Roger at the Leesville, LA location told her the total charges were $178.32, the weekly rental rate; however, she would need to obtain the receipt from the Alcoa, TN location, as this is where she initially rented the vehicle.
Here is where it gets good. I, her daughter, had the receipt faxed over to my office (a copy is attached for your review). The total charges were $601.83 – Really! This is $90.00 a day for an intermediate car. When I spoke to the Alcoa, TN location they proceeded to tell me that she was charged a drop fee, this is absolutely insane! You had already taken a $423.51 deposit from her upon rental of the vehicle, so when Leesville, LA charges her for the actual 1-week rental amount, Alcoa, TN just kept the deposit and reworked the receipt to fit in exactly what you had already taken from her account.
Is this common practice to take advantage of an elderly woman whom unfortunately, do to health reasons, had issues driving the car back? It amazes me how the deposit made in Alcoa, TN and the weekly rental payment in Leesville, LA added up perfectly for a DROP FEE! Is this common Enterprise practice? Do I need to warn all elderly citizens that Enterprise has no compassion, but is only interested in your money?
It looks as if the two locations were out to make money and found a way to do so, BY TAKING ADVANTAGE OF AN ELDERLY WOMAN WHO LIVES ON SOCIAL SECURITY!
Menesa, Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, exact renting location, contact information and any rental agreement numbers. Also reference #141016-002455 in the subject. I look forward to hearing from you soon, thank you. Chris, Social Monitor Coordinator, Enterprise Rent-A-Car
Wow!! A new person here!!! Yhhipeeee…… So Chris; Are you going to handle each and every complaint as though it would be you loosing money from your pocket? See every business I have ever ran I considered it as my own, that was when I was in my teens to late twenties.
But when I became owner, I ran my own business(s) the same way. Glad to see Michelle gone from here.
So now; What is enter rental car going to do to correct the discrimination against the elderly and the retirees? I mean instead of treating them like they are the drug dealers, and that they do not (majority) have major credit cards? You know most of the money is buried out back in mason jars, at least here in the south.
Are we going to send your young bucks of Manager’s to “sensitivity training” like the cops? Or are we still going to ask for the first born birth certificates? Or the mother’s first name, or the race of the baby? I mean WHAT ELSE DO YOU PEOPLE WANT FROM THE MIDDLE AGE (GOOD GUYS) TO THE WWW 2 VETS, OR THE STUDENTS WHO ARE TRYING TO STRIKE OUT IN A BIKE TOWN WHO WILL BE LEADING PEOPLE LIKE ME????? Oh, and taking care of people like me?
You had better get it together, get your policies together! If not, boy do I have a story to tell about favoritism in your ranks!!!
Shame on Enter Prise that is not our Enterprise we remember from the 80’s. This is Shameprise at it’s finest hour!!! Dr. Spock is probably going straight right now having to rent from you people!!! You lay a licking on the old clicking!!!
October 11, 2014
Pamela Nicholson, CEO
Enterprise Corporate Office
Enterprise Rent-A-Car
600 Corporate Park Dr.
St Louis, MO 63105
Re: Apparently you have to own a home, when using a Debit Card, to rent a car from Enterprise
Dear Ms. Nicholson,
Today I was at your Enterprise Office at 199 N. Sunrise Ave., Roseville, CA 95678
When I attempted to rent a car from this office today the following took place:
I asked the girl (long brown hair) at the counter about renting a car. She said she needed to check, a group of four people then entered, asked the same girl about renting a car and she directed them immediately next door. She said, to me, they may have a car and then directed me next door. Since she said she couldn’t rent cars she should have directed me next door in the first place.
Now, I am next door a girl with long blonde hair assisted me. First she asked for my ID then a credit card. While I was getting them I said I wanted insurance also. I presented my debit card, she directed me to read about the acceptance of the debit card. I wish I had a copy of all the items. A few items I do remember.
For ease in reading I will put a few of the debit card required items in table form, along with my responses and questions and comments to Enterprise Corporate:
REQUIRED ITEM FOR USING DEBIT CARD MY RESPONSE MY QUESTION/COMMENT TO ENTERPRISE CORPORATE
Proof of Employment “I am retired and have investments” Do you not allow retired people with debit cards to rent from you?
Have Full Liability Coverage “I have just liability coverage” “I have 21st Century Insurance” (I had mentioned I wanted your insurance before she directed me to read the debit card requirement statement.) I have liability insurance for my cars.
Does not your “Optional Damage Waiver” Insurance, that I was willing to pay for cover any and all damage to the vehicle rented?
(I previously said I would cover it)
Post a $200.00 deposit “I am fine with the $200.00 deposit” I offered to do the deposit but that did not make any difference.
Your PG&E Bill I did not respond to this and was not asked for it but needed to comment on this. My rent, as does others, includes my gas and electric so I could never produce this separate bill.
ACTIONS BETWEEN YOUR REPRESENTATIVES THINGS YOUR REPRESENTATIVES SHOULD HAVE SEEN MY QUESTION/COMMENT TO ENTERPRISE CORPORATE
The girl that was helping me conferred with a gentleman (about 6 foot, sandy colored hair) standing next to her, he then asked me “DO YOU OWN A HOME?” The girl that was helping me had my license, which he did not bother to look at, but clearly states I live in an apartment, that just happens to be only a few blocks from their location. I did not see anywhere on the Debit Card Requirement that I had to own a home in order to rent a car from Enterprise. Why would your employee ask such a question?
Not believing the question last posed to me, about owning a home, I simply stated:
“I think I will try Hertz they treat me better”
At the corporate level you cannot possibly know what goes on in all your offices. But what goes on in any of your offices reflects an image of your company. I have rented from Enterprise before just not at that office. Recently, 09 24 2014 an Enterprise car was rented for me by a dealership, and I paid a deposit of $50.00 along with purchasing additional insurance with my debit card. Additional insurance is something I normally always purchase. I brought the car back safe and sound, as I have always done, from anyone I ever rented from.
You cannot tell a book by its cover and valuing each customer that comes in your door is the way you get and keep customers, especially local customers. Also, being ETDBW helps tremendously with any business. I have rented in the past from both Enterprise and Hertz and never been treated this way before.
This office needs a 101 course in Basic Customer Relationships. I chose to tell you first of my experience, but there are of course other places, especially these days, to let people know how you are treated, especially if you do not appear to be 25. I definitely felt that I was being discriminated against.
Also, prior to going through this difficult time at your office, I also mentioned we are having a wedding in the family, and at another time I would be interested in checking van prices. The only reason I was renting this time was because a car that I recently purchased needed repairs and I had to pick up someone a distance away.
Respectfully,
Linda Herman phone:
I am a consumer…..YOUR CUSTOMER! Im a Buisness owner myself…..Im apalled of the dis service I have received. I ran into a dear, and took out my headlight back in august. My insurance company has been slow to remidee…..I recived a reservation in september to Enterprise after all the adjustments and estiments have been caculated. I needed to travel out of town, and had only 1 head light, and needed a vehical…to my suprise upon to pick up my vehical…the office was closed, and a note with a number on the door was there. I called, and was instructed there wasnt a vehical for me and they would call me if one became available…???????…never recived a call so I called them back….still no vehical…this was the day of my intended depature…so i went to another rental company in town and LUCKLY they had avialablity for my to rent a vehical…WHEW…….so I contacted my insurance company and told them of the situation…they assured me my reservation was still available, Im planning yet another trip out of town this week …..and went to the office to confirm a reservation of a vehical for thursday the 9th of october…….I was told a mustange was available at 12 noon…so I went down a lil earlier because it was the lunch hour…..NO VEHICAL…….I was told there was a minivan comming in at some time and they would call me whenit arrived and was availble…..that eve i saw a white minivan parked in ENTERPRISES parking lot…so I proceeded in the morning of the 10th of october to retrive the vehical….to my suprise apon entering the office there was a customer there already, and was being given the MINI VAN RENTAL……this was at 9am mind you………when I aprouched the agent to get a vehical for my reservation, and asked why was the mini van given out to someone else….the agent replied….people come and spend there preciouse MPONEY on VACATION to see the BEAUTIFUL ARCHES, and she had to rent them a vehical……and there wasnt a vehiacal available for me today as well….I asked for her bosses number…her name was KIM…her Boss Name is GRIFFIN…..I called GRIFFEN and left messages several times with as of yet no replies…1035am…..called SLC and talked to a MAX and told him of my delima…he relpied “So what is it exactaly you would want me to do for you?” and said he would return my call…….havent herd a reply……I called and talked to a christeen today, she was very apologetic, and acknowledge my delema, and assured me some one would be expiditing my call…….UGH!!! This is now way to cunduct a buisness….I futhoremore feel the need to take this even furthor, if I do not recieve some compunsation for my delima…..and reading theses other complaints, sounds like a class action suite might be in the imediate future. I have never been treated so undignified, and judged as a customer anywere ever like this….were anothert customer was in greater need than me…comming in 3 times for a reserved rental!!! I so appaulled!!!!!
Tanya, thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at Care@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 # 141010-001453 in the subject line. We look forward to hearing from you.
Sincerely,
Colleen
Social Media Coordinator
Enterprise Rent-A-Car
Has anyone posting on this site actually received a successful intercession? All I am seeing in the email response is impotent, vaguely good intentions that accomplish nothing, nor even attempt to address anything in particular. The care@enterprise people appear to be at the ready to do nothing but hold your hand and shuffle papers in a strategy to run out the clock, until you no longer have the will or patience to fight their benign inaction.
Brian, we’ve taken note of your comments, do you need any assistance? If so, please send us a detailed email to Care@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 # 141013-002214 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Colleen
Social Media Coordinator
Enterprise
Enterprise still screwing me over. Found out today that Enterprise and there insurance company ELCO ADMINISTRATIVE SERVICE OF
WAYNE, NJ will not pay for the diminished value on my 2013 Kia Optima.
Here is the kicker, when someone wrecks a Enterprise car and they submit the claim they get the diminished value of there cars.
Still going to therapy but Enterprise doesn’t care, so remember when you rent a car from Enterprise remember to ask them what happens if your in a accident? Ask them what happens when a employee hits you? Do they really care what happens you!!!
HELL NO!!!! No phone calls!!! Spent over $400 out of pocket!!! Workman comp is paying medical bills!!!
ENTERPRISE DOESN’T GIVE A RATS ASS ABOUT ME OR YOU!!!!
DON’T USE ENTERPRISE!!!!!
Craig, please see my response to your previous post. Thanks -Colleen (141013-002164)
Hey Enterprise Rental Car, your employee cost me over $400 out of pocket expense when hit my car back on 6/25/14.
When are you paying for my out of pocket expense?
When are you going to pay my diminish value on my car?
When are you going to take responsibility for your car hitting my car costing over $11,500 to fix.
Remember one thing Enterprise Rental Car, I will tell everyone I know not to use Enterprise until you step up and pay for my damages.
Craig, thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at Care@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 # 141013-002164 in the subject line. We look forward to hearing from you.
Sincerely,
Colleen
Social Media Coordinator
I took my regular car into the dealership to be serviced and the sent me to enterprise for my rental. I was lied too and made to feel parnoid to drive the vehicle because if anything including a storm happened you would charge my credit card. I had another adult with me and a 17 year old who heard all of it. Never again will I use enterprise and if ask I will gladly share how your Representives lied to me about the deposit and how they made me and my family feel insecure the entire time I had the car. On the day I returned car I forgot my garage remote so I called to let them know and Dan the Representives said the car was getting an oil change I was frustrated because it took me ten minutes to get them on the phone because there is no just speak to a customer service option. Basically I couldn’t pick my remote up until the next day. Then I looked at my account and realized they didn’t return the deposit. I called back and told Dan how the first guy assured me it would be refunded and in my account the same day; I went as far as asking him if he was totally sure about that (never been my experience with any refund) and in front of my whole family he said yes and another Representives. According to Dan who said that is not true; it can take up 3 days. I ask for his manager because I was lied to and because I was made to feel like a criminal. Dan said he was the manager and this was all he could do because I wanted him to give me the money when I picked up the remote.i ask for his regional manager and he tried to push this off to cooperate; I basically had to demand the information to Nate Vaccari. He was unwilling to give me a number so I said fine have him call me. Then I ask for Dans official title and he stated I am the assistant manager; another lie, he was representing himself falsely. Finally he reluctantly gave me his managers name Ryan Irwin. Dan stated he is the acting manager today Ryan was unavailable until Thursday and he knew I wouldn’t want to wait. Funny I was never given the option of that. I didn’t realize Enterprise lied to customers then falsely represented themselves to customers. Shame on you for acting that way.
Lisa,
Thank you for sharing your experience with us. We are listening. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 141009-001819 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
Enterprise,
I am located in Tampa, Florida
I had an reservation to pick up Enterprise rental vehicle at store (110 South U.S. Highway 301 Tampa, Florida 33619) October 6, 2014. I was involved in a terrible care accident where in my vehicle was a total loss. However, the at fault driver’s insurance company Liberty Mutual was putting me in a rental car for 10 days. I arrived to an Enterprise location (110 South U.S Highway 301 Tampa, Florida 33619) where the insurance company (Liberty Mutual) had set the reservation. I stood in the store for 20 minutes before someone proceeded to help me. Finally, (Geoffrey Fahey) seen as I was getting very impatient and asked how could her help me. I proceeded to explain to him that I has a reservation for pick up, he looked up my name in the system and confirmed the reservation. We went through the whole process with the insurance in which I had full proof that I am now covered up under Geico and that I wanted to use my current insurance for coverage on the rental vehicle. So he called both Liberty Mutual and Glico to see if they would cover the damage waiver for the rental vehicle or that I would have to pay $16.99 a day. After 45 minutes going back and forth he said to me with a very unprofessional tone “Well this is totally optional but if anything happens to the vehicle we will go after your insurance company to get the vehicle fixed” that was much understand but I did not like or appreciate the attitude from (Geoffrey Fahey). Once we cleared up that situation we were left with it was time to choose a vehicle that was fully covered up to what Liberty Mutual had played for. Unfortunaly, they didn’t have any compact cars so (Geoffrey Fahey) said to me again in a very rudely manner “We don’t have any cars that fits what the insurance company is paying for, all we have are trucks and SUV’s and that’s not covered you will have to come out of your pocket to pay the rental fees”. Then, I got very upset and stressed why should I have to pay out of my pocket for a vehicle when it should already be covered, why am I being inconvencied here I had been inside of Enterprise for over an hour. (Geoffrey Fahey) then said to me “We can put you in an F-150” I told him right then and there NO this is not right and I do not appreciate the way that I’m being treated. Less than five minutes another customer pulls in the parking lot to return an (Blue Hyundai Sonata) the customer walks inside the store and immediately began being helped by a different team member amongst all the commotion I could hear the team member say that there had been a damaged vehicle that had just being returned but I didn’t pay any attention to the statement I continued what I was doing. (Geoffrey Fahey) then said “Well we have a Sonata for you, how is that?” I replied “that’s fine” “He said well Liberty Mutual didn’t pay for this vehicle, but I’m going to give you the upgrade to a full vehicle at no charge”. He brought that same Blue Sonata around right out the car wash the vehicle was soak and wet where it had just been washed. The sun was beaming outside, the car was wet so the car had a huge glare to it. (Geoffrey Fahey) DID NOT fully inspect the car he was still very rude, unprofessional, frustrated, and impatient. He glanced at the car and said “Well the car looks fine you’re good to go, but let me give you a quick rundown on the car before you go” At that time I had been in Enterprise two hours or more so I was very upset. So me, myself I didn’t inspect the car like I should have. I went home for about an hour by that time I came back to the car the car had dried up so something then told me to fully inspect that car. Where I then seen there was some damage to the back right bumper. I called Enterprise IMMEDIATELY and asked to speak with (Geoffrey Fahey) he got on the phone I explained the damages to him and he asked could I bring the car back to Enterprise and I said “Yes”. When I got there (Geoffrey Fahey) was not there he had left the store and left helping a different customer. So a different team member came outside and inspected the car and said “the damages looked pretty old but it wasn’t his place to determine the last decision” he called (Geoffrey Fahey) on the telephone and (Geoffrey Fahey) told him that we was on his way back to the store to me to hang tight until he made it back. When (Geoffrey Fahey) made it back to the location he totally ignored me and immediately began helping a different customer so then I got upset. I literally sat at Enterprise for 35 minutes waiting for (Geoffrey Fahey) to assist me he finally walked out to the car I pointed out the damage to the vehicle and he immediately said to me very rude “that DEINTELY WAS NOT there a little while ago and I’m going to write that up” I said to him “that had to be there I haven’t’ been anywhere in the vehicle maybe you overlooked it” (Geoffrey Fahey) stood out in front of the store and argued with me that I was the one that had done that damage to the vehicle and that no matter what I said he was writing it up and reporting it to my insurance company, as I was talking to him he walked off from me and said “it doesn’t matter I’m writing it up” and walked back inside the store. I waited outside for another 30 minutes for (Geoffrey Fahey) to come back outside but he never did. I walked inside as I seen he was helping a different customer, he finished with that customer and overlooked me standing in line waiting for him and helped a different customer at that point I was very very very upset. (Geoffrey Fahey) then said to me “can you just come back tomorrow cause right now I’m working with someone and after that we will be closing” I said “no I cannot because I will be working tomorrow” (Geoffrey Fahey) then asked the manager (Ken M.) to come help me and inspect the vehicle. (Ken M.) came out and he looked at the vehicle and said I didn’t have anything to worry about let him go inside and check in the system the see if there had been any reported damages on file, not even ten minutes pass by the manager (Ken M.) came back to me asked/confirmed my name and apologized to me and said there had been a damage report filed on the car from the customer who had just returned the vehicle that he sincerely apologized and that I didn’t have to worry about anything further he would put that onto my paperwork so that I would not get blamed for the damaged when I returned the vehicle. (Ken M.) constantly apologized for (Geoffrey Fahey’s) behavior and said “I will speak to the gentleman than accused you of the damages” Although, his apologizes were NOT satisfying enough for me, I had spent more than half my day dealing with (Geoffrey Fahey) and his unprofessionalism and rudeness and that to me as a customer was very unfair. I am contacting corporate on this matter, I am contacting the Better Business Bureau, and I and definitely seeking legal actions against that Enterprise store (110 South U.S. Highway 301 Tampa, Florida 33619)
Very Disappointed,
Chequanda Shine
Dear Chequanda,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Please include your contact information, the rental agreement or reservation number and any further information regarding your experience with us at the Highway 301 location.
When emailing, please place reference number 141007-001453 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Monitoring Coordinator
My mother had to get her car repaired and the only rental car company in her small town was Enterprise. After her car was repaired, she drove the rental back to the Enterprise location. She parked it just off to the side of the parking lot, as the lot was full. There was a car being cleaned in their stall. Two employees were in and out of the building when my mother walked in. She waited approximately 20 minutes for them to take care of her return. She spent this 20 minutes entirely inside the building. When the employee finally had the time to take care of her return, they proceeded outside to where the car was parked. As they approached, the employee stated that there seemed to be some damage to the right front. My mom almost fainted, as she returned it with not a scratch on it. She told the employee that there was no damage caused by her, and as she was stating this, another employee came over and agreed with her. He stated that he saw her drive in and park and would have seen that damage had it been there. My mom didn’t know what to do.
Let me explain that my mom is 74 years old. She didn’t know what to do after she was acused of damages that she didn’t cause. She went into shock. Enterprise employee drove her to get her vehicle that was fixed at the shop. Nothing more was said or done, except that the Enterprise employee said it would have to be turned into their insurance.
My mom finally told me about the incident a week later. I told her to contact the police department, her local insurance agent, and whoever they said to contact. The police couldn’t do anything a week later of course, but at least a report was made. The agent’s office said that her insurance company would get a letter and claim from Enterprise and then they would deal with it. Well that never happened. Enterprise has been sending her letters and calling her to pay up on the damages of $921.26. It was never turned into her insurance carrier. She was being terrorized by Enterprise.
I got involved and immediately contacted the Enterprise number on the letters. I informed them to cease and desist having any contact with my elderly mother. They were to only contact me from now on. They didn’t like that.
I contacted my mother’s insurance company and found they had never been contacted by Enterprise and had no claim on this matter. They started one immediately. I contacted the adjuster that handled her claim on her personal car. He wasn’t aware of any damage to the Enterprise car and was never contacted. I spoke with her local insurance agent and they were of no help, but wished me luck!!
I am now in the process of contact the Federal Trade Commission in Washington, DC; the Attorney General of my mom’s home state that this happened in; The Consumer Protection Agency against crimes to the consumer and especially the elderly.
All of the above can be found online.
I tried to contact the employee who was witness to this incident, but they were transferred out of the area and he couldn’t talk to me about it without Enterprise representation.
If this has happened to you or someone you know, please contact the above agencies and report this company.
We’ve taken note of your comments and would like the opportunity to look into this for you and your mother. Please send us a detailed email to Care@Enterprise.com with the exact rental location, your mothers rental agreement or reservation number, claim number and contact information. When emailing, please reference #141005-000853 in the subject line. Thanks. – Michelle
Thanks S. Boss. I am going to file a complaint with the Better Business Bureau as well as these agencies! Enterprise is fraudulent, takes no personal responsibility and is the most horrible “customer friendly” business I have ever dealt with!
customer since 2003 enterprise plus 2008 not the busiest customer but loyal sat. oct 4 2014 had a reservation arrangements were made to pick up and when i got to the counter i discovered some new rules no problem i was sent away without my car ….. policy dictates that i no longer can pay with my wife debit card and our bills must be current and paid …. so we decided to let her assume the reservation .. was then told that the 9.99 special would not be honored because she was not a plus member ? NOT TRUE OR TRUE ? and secondly the bills she provided were not paid to a zero balance on the presented doXXXXent … unless it is auto pay it will have the next balance due which would be next week hers due the eight and mine on the ninth and showing a credit balance …. the entire present the bill with a zero balance policy creates a situation of contention between the customer their privacy for two reasons first particularly the discussion becomes an issue of bill paid or not paid … inappropriate at the counter on so many levels … the rep is forced to uphold the policy ….thats not written or posted any where because it would be unlawful to enforce number one but NOT CUSTOMER SERVICE FRIENDLY AT ALL ! NEEDLESS TO SAY OUR SATURDAY AND WEEKEND PLANS ARE RUINED ! and even when the utility bill situation threatened to derail my plans in the past a rep would sit me down to a computer terminal and allow me to print out bills that were current and on auto pay so i would be accommodated i was never directed to leave or make a reservation with a different company as i was told today by your manager at the DANIA BEACH FL LOCATION BETWEEN ELEVEN AND closing today PLUS NUMBER NNSX9JB PHONE 678 683 XXXXx CONFIRMATION JQH60C
On Friday, October 03, 2014 at or about 9:10am Enterprise Office at 1884 Gordon Hwy in Augusta, GA left a voice message asking me if I was still interested in a rental car in which my insurance company had made reservation; this was about the 3rd call this week in which I had received from this office referencing me getting a rental car. At 2:54pm I spoke with an employee confirming that I would get the car and I needed someone to pick me up. The employee asked me if I could call back in 45 minutes when a driver would be available. I called back and a driver picked me and took me to the Enterprise Office at 1884 Gordon Hwy in Augusta, GA. Upon my arrival there another Enterprise employee asked if he could assist me. I explained to him that I was here to pick up my rental car. The employee asked me for my information and I provided it to him. The employee then told me, “Well sir you will have to wait until we get some vehicles because we don’t have any here.” I said, “Wait a minute, what do you mean you don’t have any vehicles!” The employee said “Look on the lot can’t you see we don’t have any vehicles! We should be getting some soon.” I asked the employee, “Well why did you pick me up if you don’t have any vehicles?” The employee said sir you’ll just have to wait because we don’t have any vehicles!” I told the employee, “Forget it, I’ll just contact my insurance company because this is unacceptable because my insurance company made the reservations and you contacted me and picked me up. The employee said, “Sir do whatever you want to do.”
This type of customer service is very unprofessional and no customer should have to deal with an employee like the one I had to deal with. If my reservations were made and Enterprise picked me up, then a vehicle should have been ready when I got there. I didn’t contact the Enterprise Office at 1884 Gordon Hwy in Augusta, GA, the office contacted me. I truly believe that if I’m treated in this manner other customers are treat the same or even worse.
Dwayne,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like an opportunity to look into this for you. Please email the details to care@enterprise.com with your contact information and reservation number.
When emailing, please use reference #141005-000842 in the subject line. We look forward to hearing from you soon.
Sincerely,
Michelle
Social Monitoring Coordinator
I have rented many cars thru many companies and will NEVER rent from Enterprise again after this experience!!
I had this rental thru my insurance, as my car was being serviced for ten days in the shop. I dropped the rental car at the auto shop when my car was ready. Enterprise told the shop they would come get it later at their convenience. At the time I dropped the rental off I was unaware of any dent on the passenger side front. NO ENTERPRISE REP MET ME TO INSPECT THE CAR, which from past experiences I assumed was the proper way. MORE THEN 24 HOURS LATER, Enterprise called me and said they had just retrieved the car from the auto shop and when they inspected it back at the Enterprise store they said there was a dent. They were VERY INSISTENT on charging me $250 to fix the car, as The repair would probably not cost my whole insurance deductible.
I think it is very negligent and with poor taste to accuse the customer of this when:
1- no rep was there to inspect/confirm the dent at the time I surrendered the car
2- the car was then left 24 hours in a third party’s parking lot where that is plenty of time for something to happen
3- the enterprise driver then waited until he got the car back to the store before inspecting it. How do I know YOUR driver didn’t do it?!
I have called your customer service 3 TIMES to report this complaint, which they keep saying had been forwarded to a regional manager. This person has yet to contact me!
I strongly believe Enterprise should “Suck it up ” and pay unless, of course, they have already put my $250 to good use at company happy hour (yes, its true cause I have heard it from a few of your former employees!!!!
DO NOT USE ENTERPRISE!! They will screw you over!!
The same thing happened to me, except it actually happened in the Enterprise Company parking lot. I went inside to return the rental. While I was inside, someone hit the right front on the rental. One of the employees witnessed me driving into the parking lot and there was no damage to the front end, but by the time they got around to my return, there was damage. Now the witness employee can’t talk about it and Enterprise is holding me responsible. The employee was transferred to another location. I am in the process of fighting it.
Apparently this is very common Enterprise business practice. Read S. Boss complaint up above!
The exact same thing just happened to me. They sent me a bill for just under 1k! I’m trying to fight this. I am so angry I could just scream! But the exact same thing happened to me, EXACTLY!
I own a mini cooper which I had taken in for service, I also have an extended warranty on my vehicle, which entitles me to a rental when my car is in the shop. It was suggested that I use Enterprise as they will bill the insurer of my extended warranty directly. I went into your office located 1234 S. La Brea Ave., Los Angeles Ca., 90019. on 9/25/14 at approximately 9:30am, the young woman who took my reservation the evening before was pleasant, courteous and friendly. When I arrived at the office I even commented that the whole crew was not only young, but courteous, pleasant and even good looking. (this actually true).
I returned the vehicle on Monday morning, it was inspected by a young man, who then reported back to the young lady at the counter. I was asked if I had smoked in the car, I said yes I just did as I had received a call from my sister in New York that my brother-in-law was in surgery and I lit a cigarette, while speaking to her. Yes I do smoke, but I do not smoke in the cars of my four sons as none of them smoke cigarettes. I do smoke in my car. I was then told that they will have to deduct $78.00 from my $150.00 deposit, I had made, as they will have to have the car detailed, I know what detailing is it is done inside and well as outside of the vehicle as I have had my car detailed on many an occasion. I got the car at half-a-tank when I returned it she said it was a little under the half mark it was short approximately 2 galls at $4.99 per gall. Not even Chevron who has by far the highest price on gas is currently $4.99 per gallon, I was then informed tht everyone knows that you are not supposed to smoke in a rental car, I said that was not told to me nor was it in either my contract nor with a sticker on the car. A nother employee then piped in that I should have known, no I did what I did on the spur of the moment, but $78.00 and $4.99 per gal for gas is highway robbery. I took my car later that morning to South Bay Mini Cooper as it needed an oil change as well as some additional work. I was given a loaner mini cooper and when I signed for it one area that I initialed stated in black and white “NO SMOKING IN VEHICLE” I called back your office and told them it is not understood it is in writing, the young man who took my call said he has worked with you for years and that your location is NOT PERMITTED TO PUT THAT ON YOUR CONTRACT”. I must look like a perfect fool if they think I believe that. Today is October 1st, and I still have not received the repayment of the balance that is due to me. May I have my balance returned to my account please
Hildred,
We’ve taken note of your comments and would like the opportunity to look into your experience with us in Los Angeles. Please send us a detailed email to Care@Enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference #141002-002446 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Michelle
Social Monitoring Coordinator
I needed a truck that my insurance company was paying for due to an accident. I personally drive a 1 ton pickup and the rental is only a half ton so that in itself is a big downgrade. I picked up a truck smaller than my personal one and the truck was dirty. There were nails and glass in the bed. They cleaned it at the lot, but glass and nails were still in bed. When renting the truck they asked how long we would need it. We advised approximately 2 weeks, but could be more based on repairs. We picked up the truck last Friday 9-26-14 and today 10-1-14, we received a call from Enterprise letting us know that they sold the truck we have rented and wanted us to come get a new one. My question is, why rent a truck that is supposedly for sale? In my experience that is poor customer service. They said they would bring us a new truck which is great but it still cuts into our work time. We are still waiting for that truck to arrive. As a business owner this type of customer service would put me out of business. I expect to be fully compensated for this vehicle and for the company to pay for all of my gas with a visa credit card.
Karie,
Thank you for bringing this to our attention. As customer service and satisfaction are cornerstones of our business, we would like an opportunity to further discuss this with you. Please email care@enterprise.com with your contact information, rental agreement or reservation number, exact rental location and any additional details.
When emailing, please reference #141002-002432 in the subject line. We look forward to hearing from you soon.
Sincerely,
Michelle
Social Monitoring Coordinator
I only rented with this company because I was in an accident and my car insurance was paying for the rental. It was the closest one to me so i figured sure why not. I go ther to pick up my rental which was already reserved and I am asked for $300 i said wait I have my insurance covering this and he lowered it down to $150. I told him I did not want to pay it and I needed to know that I would get all of that money back. I was told yes I would and I had aasked him numerous times to make sure and he said yes they withdraw it and then they depost it back and I said the whole 150 right and again i was told yes. Reluctently I gave him my card and paid. He then went over the contract and asked if i wanted the addtional coverage for 18.99. then explained what it actually covered. Me thinking it was for the entire rental I said ok. He made some xs whee i needed to initial and sign and i looked t the contract after signed it and he took it back over the counter and wrote on the contract then we went outside to the car. He waived my gas fee becuase the car was just about on a quarter of a tank so I had to put gas in it anyway and he gave me my copy of the contract and I left. When I went to return the car yesterday Ihad asked to make sure i get my 150 back and i was told no that I opted to do the 18.99 a day coverage..I was NEVER told it was 18.99 a day or I never would have signed up for that. They kept claiming that it is on the contract. It was not written on the contract when I signed for it. After I had signed for it he then wrote that I will pay the 18.99 a day for coverage. He never once said that it would be 18.99 a day and they wold not refund my momey. They was no communication at all and I was explaining to them that I didnt evn need the additional coverage anyway becuase I already had it on my normal car insurance. This was also never asked or even mentioned and they said that it didnt matter that I chose it. I said no you made me pay for something I obviously did not need and the sales reps were not very helpful at all and keptrepating themselves over and over about how I signed but It wasnt on the contract when I signed it and he wrote it after. I was told I would be given 90 of my 150 back and I asked for the coporate phone number. I called them at 1123am this morning and was told someone would be calling me withtin the hour..It is now 456pm same day and no one has called and I have no received my 90 like they had said either! never again
Meaghan,
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@Enterprise.com including the exact rental location, your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please reference #141001-002342 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Michelle M.
Social Monitoring Coordinator
My question to you Michelle M. is, why so many complaints about the same damages to vehicle scam? What is being done to keep your employees from bilking their customers and insurance companies? Why are consumers still being ripped of to this day??? Something is very wrong! I am one of these consumers who just got billed about 1K for damages that were not there when I dropped off the vehicle! Why are these scams allowed to continue? Why does Enterprise hide behind all of it’s contractual jargan? What is being done to help the numerous complainants on this feed? I’d like some help!
I was on a once-in-a-lifetime dream vacation in France. I had reserved months in advance a one-way rental to drive through the south. When I arrived at the pickup location I asked the rental agent if I could drop the car off after hours at the drop-off location, in Nice, the night before the scheduled return, to make getting to my early next-day train connection easier. He advised me that I could. I asked him a second time to confirm. He said after-hours drop off will be fine, just leave the car in the lot and use the dropbox.
When the drop-off evening came, I went to the address specified on my reservation confirmation from Enterprise. There was no Enterprise lot, no office, no Enterprise sign. I checked my GPS and map over and over. I was at the right place, but Enterprise wasn’t there. I walked and drove around in the dark for quite a while searching. Nothing. I called Enterprise Int’l customer support. The agent was very unfamiliar with the area. He was referring to Google maps. He said the address he shows on his computer for my dropoff is different from the address that was given to me at the Enterprise website and via email and confirmed by a live agent before the trip. He also said he had an indication in his data that the dropoff facility that he had for me in his computer may be in some transition and not open for business yet. He tried to call a nearby Enterprise location to get information, but could never get through. This went on for hours. I finally found the address he was giving me as my “new” dropoff location. There was an Enterprise sign, a nearly bare interior –maybe not in business yet as he said- and NO drop-off box and NO car lot – just a narrow European street completely full with illegally parked cars.
Not only had the only evening I will spend on the French Riviera been ruined by all the time taken, and the stress now for the rest of the night not knowing if I had a place to take the car, if I was faced with the choice of ditching a $30,000 car, or missing my itinerary home to continue searching. I got literally not one minute of sleep that night. I showed up at the dubious office early the next morning and to my relief someone did show up at the office and I was able to return the car and make my train.
But my whole long-anticipated rare vacation night was ruined, and I am stuck with a huge bill for roaming charges for the calls to and from customer support. All the trouble could have been avoided if Enterprise had given me the correct address (I had even received a confirmation email shortly before the trip and it showed the address to nowhere!) and if the agent at the pickup location had not told me I could drop off after hours when this was not true.
I can’t get back my lost time in a wonderful city I will probably never see again, but I would appreciate at the very least reimbursement for the roaming charges incurred struggling for guidance from Enterprise and something off of the rental for the terrible experience.
BJ,
Thank you for sharing your experience in France with us. We are listening. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 140930-001434 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
We have repeatedly asked the Enterprise office at 5105 Alexis Rd 43560 to deliverer vehicles to our clients with a full tank. They are being delivered with half tank or an eighth of a tank. This causes our customers to try to fuel the vehicle upon return to a level that is very hard to achieve.
Also, our clients are being inconvenienced as they arrive here and immediately have to stop to fuel up. We have many complaints and are planning on using a different rental company even though the Enterprise office is very close to our airport.
Suburban Aviation,
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@enterprise.com including your contact information and any further information regarding your experience with us.
Please reference Number 140929-002829 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I hate to be negative, but the company leaves me no choice. I rented a year or so ago, as a first time renter. I did a walk in for a last minute situation. I seen a car I wanted that wasn’t clean yet. I told them that’s okay I’ll take care of it. I stood outside with worker as we completed papers. Took car, 3 4 minutes I pick someone up and they walk to passenger side and notice a dent bottom of door. I called enterprise to tell them about dent and also no full tank of gas. She just aid they keep notes of it. I brought car back, couple days later and I’m being blame for the dent. I called corporate to resolve and claims department risk management. There no record of any damage of vehicle. I feel it could of been overlooked because of location and color of dent on the car. Also, little did I knew you had to a walk around the car. As first time renter I didn’t know. I’m sick with this 550. Bill in my name, and can’t rent. It’s some bull, they just want the money. Regardless, if I did try to report the dent when it did get notice 10 min after getting car. The worker never looked into it. She just assume it was doXXXXented. All of this could been avoided. I have clean record and responsible for properties. Like I said is old situation, but it crept back in my mind and is ruining my name and credit. I requested to speak to ceo, and I can’t. My experience with enterprise.
Aisha,
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@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 140928-001159 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I have had a long term from Enterprise and just noticed that 2 of my Visa account were charged THREE times in the last week for $500 EACH. There is no way to email the office at this hour. These unauthorized charges have overdrawn one and account and gone over the limit on the other-thus costing me many fees. 6 X $35! I need this fixed-NOW! How do I get a hold of accounting-in person? Thank you for your help. I have not had a good experience this time. I am a very frequent flyer with Enterprise. My father is very ill and the hospital and I do not have time to spend to clean up the mess Enterprise has created.I am also being SEVERELY overcharged for the vehicle.The rate has jumped from by over $300 per month. This cannot be right. I have just been too busy with my father to check my accounts. And now to find they dinged me 3 X for the same amount. Horrified. Thx Lizzy
Elizabeth,
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@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 140923-001681 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I rented a 2014 Jeep Patriot from Enterprise on 8-26-14 and before it was going to be released to me the employee by the name of Erin (Enterprise in Hollywood on Ivar St.) asked me if I wanted to put gas on the car myself which was extremely low on fuel or if not they could fill it up for me for half a tank. I probably would not have made it to a gas station since it was empty on fuel.. That was not very professional on her part. They are supposed to release the vehicles with the proper fuel.
I returned the vehicle on 8-29-14 with a full tank(I put $45 worth of gas I still have the gas receipt and all the paperwork) thinking that my vehicle was going to be ready longer thank expected and it was not it was ready before. I asked the branch manager Cathy Rojas if I could get some type of reimbursement and she said no that the only think she could do is give me half a tank credit on the next rental. he also never called me back to follow-up with me regarding the car rental reimbursement she never responded to my e-mail I had to keep calling her to follow-up and her excuse was that the phone lines were disconnected and that they got busy. I rarely rent a vehicle and the last time I rented a vehicle from Enterprise was in 2006 and the customer service was excellent it was the Enterprise on Beverly and La Brea. Hope to get some type of reimbursement from Enterprise…Thanks..
Miriam,
Thank you for sharing your experience at the Ivar St. location. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 140918-002224 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
Enterprise offers a very poor example of Customer Service. I planned an August vacation and.decided to rent a car because I have an Outback and if I was going to drive any distance I wanted the comfort of a full size car and did not one that had “all wheel drive”. I like all wheel drive in the winter but it is a rough ride. I called Enterprise the week of August 18th and placed a reservation. The following week (The week of August 26) I went to the Enterprise office in East Greenbush, NY to see what my rental car would be like. I was shown a full size dark colored Chevrolet and told I may not have that exact car but it would be like that. On September 2nd when I arrived to pick up the car I was given a Toyota Rav 4. I did not want that vehicle. First because the stiffer ride was not what I wanted and second because the profile was higher than I wanted when driving on US 81 with all the truck traffic. I was told it was the only car available and if I did not want it I would have to go to another rental agency. Since I was leaving for the trip from the Enterprise Office I had no time to try to arrange something else. While the vehicle was OK, it was not what I wanted and was certainly not as comfortable as the full size car would have been. To my mind this is inexcusable. That man had a two week notice of the car required. The young lady who was at the counter when I brought the vehicle back was very nice, apologized and told me I should have rented from the airport office. Someone should have told me that sooner….and why does someone promise a car they can’t provide? This is very poor management.
Janet,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 140915-003683 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
Were do I even start? I’ve gone through your company numerous of times all ending with the same no return of deposit, money taken outta my account to “keep up with the payments,” rude customer care, never being aloud a monthly rental because “its for rare and special occassions,” and threats of calling the police if money wasn’t given now. As a single mother of six I came to enterprise because it states its a family friendly business which if rude service and threats from joel (the area manger in my socal area) is family friendly then there’s a problem. I’m account is now decline everything do to them taking money out of it without constent and then still asking for more! I’m a single mother I now have no money to pay to rent the car I am in now or even pay for my electric bill so my kids can see. This is outrageous and I won’t stand for it. Next thing I’m doing is contacting my lawer and the ceo of this company if things can’t be resolved.
larissa,
Thank you for your feedback. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 140916-002961 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I were given a rental car through our incurance while they were getting our car repaired due to a hit and run. I was given a car from enterprise but they gave me a car that was not cleaned yet due to the fact that I was in a rush to go back to work. Me and the lady that worked there examined the whole vehicle all around and told her all the scratches that I saw. I had the rental car for a week or so and it’s always just parked in the private parking lot at work, but when I returned the car the same lady who gave the rental car to me was the one who is filling out the return form. She observed the car and car back to me saying that I have caused damage to the car and that there is a new scratch that wasn’t recorded in the papers. I argued that the scratch that she was pointing out was already there before I got the car because I remember clearly pointing that specific scratch to her. For some reason it was not recorded on the papers, that’s as far as she said. We filed a report and now they are charging us for damage of $209 for something I had no fault in. It isn’t my fault that their employees do not recorded all damages on the car before giving it to a customer. Why should I be the one paying for that damage?! This has been the worst experience I had with a rental car company. My first time trying out enterprise and it’s already gone this bad. Why would I come here with horrible customer service!
Mark,
We’re listening and would like the opportunity to look into this for you. Please send us a detailed email to care@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 140916-002984 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I had the worst experience with Enterprise rent-a-car in Austin TX on 9-08-2014. I will never use them again. It all started with the call center agent who made the reservation for me to the site office itself. I will make sure to spread the word to every blog and person I know about my bad experience. Poor lack of empathy and customer service!
The worst experience ever and the worst customer service I have ever seen in any industry.
Maimi is not any better when it comes to Enterprise care rental. The manager at the bird road location has no professionalism whatsoever and the way he treats customers is embarrasing. We must spread the word so that people can go to other car rentals when they have a choice. I ended up at Hertz and Loved them.
When a company does not care about their clients, we must hurt them by spending our dollars somewhere else. We as cosumers have the power. Take your business somewhere else.
Carlos,
We’re listening and would like the opportunity to look into this for you. Please send us a detailed email to care@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 140910-001698 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I received a phone call from Mrs. Davina L. Johnson (Recovery Specialist-Claim 05280934) regarding a $267.40 bill for a faulty door handle on a Enterprise rental vehicle. I maintain that I DID NOT damage anything on the vehicle. I simply opened the door in a normal manner and the door handle fell out. I promptly returned the car to Enterprise and the first I heard of this being an issue was with your first phone call two months later as none of this was explained when I returned the car for another rental.
After receiving your “review” doXXXXentation in the mail, I see that I am also being charged $49.00 for paint when there was ZERO paint damage. The door handle fell out. I’m also being charged for a new door handle when the original was returned unbroken as you can see in your own photo! The $50 “administrative fee” and even the 35 cent “hazardous waste disposal” fee are outrageous.
This is an obvious case of either poor manufacturing that should have been resolved under factory warranty or excessive use by previous renters that Enterprise is sticking me with. On good faith, I returned the vehicle immediately and continued to rent from Enterprise. I spent over $1000 in rentals with enterprise that quarter and find it unbelievable that I’m being treated like this. I can’t even speak over the phone I’m so angry. Everytime I pick up the phone to discuss the matter I become infuriated as I’m imagining your snarky representatives conversationally stiff arming me while I try and explain what happened.
Aside from the very specific YELP review I’m going to spend plenty of time crafting, I’m going to contact my local Military Staff Judge Advocate office to explore what legal avenues I have to defend myself from this outrageous claim. If I end up paying this $260 I will take great pleasure in knowing that you are losing more money than me on the deal as I will not ever rent from you again. I will continue by highly recommending to all my friends and family members as well as everyone I know that travels that they do not use Enterprise. I’m even considering making a youtube video showing your own doXXXXentation to outline how rediculous this is. It’s probably not enough to go viral, but it might just make me feel better.
I own up to my own mistakes and would have no issue paying for this if I had in fact done anything. I understand you have a business to run and some people are negligent with your fleet, but this is bad for business.
Please explain to me how any of this is fair and justifiable?
We’ve taken note of your comments and would like to address this with you directly, Jack. Please email care@enterprise.com with your contact information, rental agreement or claim numbers and details, so we can research this properly. When emailing, please reference # 140909-002241 in the subject line. Thank you. – Christopher
My wife’s car was damaged by another driver while parked in a parking lot. The guy’s insurance company rented a vehicle for her to drive while damages were repaired. My wife drove the rented vehicle for 3 days. When she was returning vehicle, I was parked beside the vehicle she was returning and Enterprise sent a young lady out to inspect the vehicle. While inspecting vehicle the lady took her foot and rubbed the back drivers side quarter panel to see if black smut would come off. Then she walked to the back of vehicle and looked under vehicle and walked back inside and got a guy to come out and look at vehicle. She said that there was a small dent under vehicle “which I took pictures of” and that we would have to file on our insurance. My wife did not damage vehicle. They wanted us to pay our deductible and I declined to pay anything since there was no damage caused by us. The young lady at Enterprise demanded we pay and I would not do so and wanted my wife to sign paper and she declined to sign. While all was going on I was on the phone with my insurance agent and he advised me not to pay anything or sign anything. He said that if any damage was done that my insurance company would come and evaluate claim. When we refused to pay or sign paperwork Enterprise employees were very rude. My wife looked at our bank account online and they had deducted $450.00 from my account without permission. I would like someone to contact me as soon as possible to resolve!!!
Jeff,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include the exact rental location, your contact information, rental agreement or reservation number and any further information regarding the experience with us.
When emailing, please place reference number 140907-000584 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
As an Enterprise Plus Member for many years, I never thought that I would need to send this message to express my frustrations and angers against your office in Tustin Auto Center of California.
This is the first time we rented a car through our insurance company since our car was rear-ended by another car. Certainly, our first pick would be the Enterprise. However, at this moment, I must say this was a wrong decision because we ended up with a situation to be blamed for the damage of the car that was not even existed. We just received the claim number from your DRU department yesterday but we already sent a letter to dispute this claim. We have more photos taken that show no such damages of the car.
It is evident that some of your local offices, made false claim against a customer for something that he/she did not do. We sent a couple emails to DRU to address the facts but not heard back from them. Please let me know which other department of Enterprise that we can contact to escalate this case if we do not have any response from your DRU department in the next day or two.
Please let me know if I need to send a copy of my emails to DRU (including the claim number) to care@enterprise.com. Thank you.
Update (Sept. 5, 2014)
The claim was dropped and the issue was resolved this afternoon. It appears the main issue associated with the entire event was – we dropped off the car at a different location (Enterprise El Monte, CA). Tustin office was not able to check the car. They filed the claim based on the statement given by El Monte office. After we took photos at El Monte office to show the condition of the car, with no damage, the manager of Enterprise Tustin Auto Center was able to cancel the case and drop the claim. This issue is fully resolved by the quick action taken by the manager at Enterprise Tustin Office.
Y. G. Chang,
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@enterprise.com including your contact information, your rental agreement or reservation number, the DX number and any further information regarding your experience with us.
Please reference Number 140907-000603 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
The worst experience ever and the worst customer service I have ever seen in any industry.
Maimi is not any better when it comes to Enterprise care rental. The manager at the bird road location has no professionalism whatsoever and the way he treats customers is embarrasing. We must spread the word so that people can go to other car rentals when they have a choice. I ended up at Hertz and Loved them.
When a company does not care about their clients, we must hurt them by spending our dollars somewhere else. We as cosumers have the power. Take your business somewhere else. And make sure the insurance companies know not to use them anymore.
I rented a car for 7 days was charged a total of 600.00!!! was told that they ran my card the day after I rented the car and it was declined which was a lie i had no NSF fees from my bank but yet they were able to get 500.00.. Then i was told on the 6th day that they tried to run my card for 80.00 and it was declined only because i had to move money from savings to checking which i did i then told the manager who by the way was rude to begin with to run the card again. well… i was told i would have to come in so that they could manually run the card. thats what I did when i got there the manager TONY CLEMENTS Automatically asked for the keys to the car and went out to the car, I then asked him why he did that because I came in to make a payment. He then told me he couldn’t run my card again because it was declined earlier .. well.. I then showed him my bank account online to prove that I had money to cover, i pleaded with him to run my card hold it or even take cash .. something so that I could proceed with the car. He also stated that its not his fault that I couldn’t afford the car which was way out of line . I then called the 1800 number to file complaint . Then the rep rsvp me a car out at the airport which i drove 45 mins to get to ONLY to find out that they only accept Major cc. Now here it is today and I have to go to another location to rent a car. When I called TONY today he said he put me on a do not rent list . I said for what you got ALL OF YOUR MONEY PLUS MORE AND WHERE IS MY DEPOSIT IM NOT IN THE WRONG HE IS. SO Y AM I ON A DO NOT RENT LIST AT THAT LOCATION. I went to pay my bill and thats what I got. HE DIDN’T WANT ME WITH THE CAR TO BEGIN WITH. I DID NOTHING WRONG. I HAD THE MONEY TO COVER THE CAR. HE SHOULD NOT HOLD A MANAGER TITLE HE HAS POOR CUSTOMER SERVICE SKILLS AND IS VERY RUDE. HE ALSO TRIED TO DOWN TALK ME WHILE THERE WERE OTHER CUSTOMERS IN THE OFFICE. SOMETHING NEEDS TO BE DONE ASAP.
Carrah,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 140904-002423 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
OMG, are you in Miami? Sounds like the manager at the Bird Road location.
The worst experience ever and the worst customer service I have ever seen in any industry.
Maimi is not any better when it comes to Enterprise care rental. The manager at the bird road location has no professionalism whatsoever and the way he treats customers is embarrasing. We must spread the word so that people can go to other car rentals when they have a choice. I ended up at Hertz and Loved them.
When a company does not care about their clients, we must hurt them by spending our dollars somewhere else. We as cosumers have the power. Take your business somewhere else. And make sure the insurance companies know not to use them anymore.
Your sales reps are horrible. I will never buy or rent a car from Enterprise again.
Laura,
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@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 140904-002372 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
For years I have always used Enterprise for my car rental needs and have never had any issues however, this time was a horrible experience. I had always done my business at the South Lindbergh location in St. Louis but was referred to the Lemay Ferry location my insurance company had made the reservation with Enterprise and I had called the morning of to confirm my reservation I spoke with a female employee who confirmed the reservation and told me all I needed to bring was my ID and credit card for my $50 deposit. When I arrived at the Lemay Ferry location I let the employee at the counter, Sean know that I was there to pick up a vehicle my first impression of him was that he was very short and did not have good customer service skills. When he pulled up the reservation there was an error with the name on the reservation he then stated he couldn’t release the vehicle to me because the name was different on the reservation made by my insurance company they had put another drivers name that is on the plan instead of mine he in no way tried to help correct the problem or tell me what we can do to correct the issue all he kept saying was to call your insurance adjuster there was nothing he could do. Being that it was after business hours I was unable to reach my adjuster he kept walking away from the counter doing other things and not helping me with the problem. I had told him I spoke with a female earlier that morning who had confirmed my reservation and never mentioned that there was any issue he said he saw no notes that anyone had spoke with me however, he did have the note from the South Lindbergh office that they had given me there number to call to set up my reservation. There was another female employee in the office at the time who would not speak up and admit that she had in fact spoke with me that morning and was the one who confirmed my reservation probably because they didn’t want to admit fault. There were other customers in the office while Sean tried to embarrass me and make me look like I was stupid. After no help at all I called for a ride and had said the employee was being rude Sean then came to the counter and said he refuses to rent me a vehicle since I made a comment about him being rude. I work for a law firm and if I ever treated a client the way he treated me I would not have a job I could not believe a big corporation like Enterprise would employ someone with such poor customer service and attitude I would never want someone like Sean working for my company. I will never do my business with them again.
Jillian, thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@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 140903-003647 in the subject line. We look forward to hearing from you.
Sincerely,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I’ve always rented cars from Enterprise but this experience was the worst ever. My husband went to return the vehicle to your South OBT Kissimmee office 9/2/2014 and Lauren Applebomb who apparently decided that my husband smoked in the car wanted to charge $107.00 for detailing the vehicle. According to her the vehicle was smokey inside and I know for a fact that this is an incorrect statement as my 8 yr old daughter and 10 yr old son were in the vehicle with my husband. Both my daughter and I are highly asthmatic and I used the vehicle the entire week myself. She really upset me specially because she said that she had multiple people smell the car and when i asked my kids and husband they stated it was only her. Since i did not agree to the charge she then said I would not be able to rent from Enterprise, Alamo and National ever again and honestly if this is the kind of treatment you are going to give people I will take my business and my family and friends business elsewhere.
Yamiliza, 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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 140903-003589 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I had an accident caused by a Jefferson county truck. They admitted vault they said they would get me a rental car and they do this all through Enterprise. They are the company that is renting the car am i required to sign a rental agreement?
Hi Carlos,
I can understand needing a rental due to an accident. If you will be the driver of the vehicle, you would also sign a rental agreement. If you have any further questions, please let us know or you may email us at care@enterprise.com with your contact information and details of your experience. You can also use reference #140903-003554 in your subject line.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I had an absolutely horrible experience with Enterprise at 667 11th Ave in New York this week. After arriving for pickup we did a brief walk around of the vehicle and there was no visible damage. I drove the car about 40 minutes, parked it in an empty parking lot and then drove it back the following day. There was absolutely nothing that happened to the car under my rental. After a much more in depth walk around upon return of the vehicle, the employee claimed that there was a dent on the passenger side rocker panel. He told me just where to stand and what angle to take in order to see the dent and I still could not see it. I refused to sign any doXXXXentation that there was any damage. It was so clearly a tiny problem that had been missed by the much less thorough employee upon pick up. I blame the employee staff because I would not have been able to find this dent if I had forty minutes to look at the car.
On top of this, the man in the office then tried to charge me fifty dollars more than I had rented the car for and it was only when I showed him the email of my rental confirmation with the price that he adjusted the receipt.
I called the following day to speak to a manager who was busy and was told she would call me back. Of course I did not receive a return call so I called again the following day where all she could say was that I should file a claim through my credit card company. The whole situation feels that I am being completely scammed.
I’m sure my claim (# DX24G1Y14) will be met with some absurd bill which I have every intention of fighting.
Mark, 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@enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 140903-003473 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
Class Action?
I made a reservation online at Enterprise in Gallapolis Ohio. I was given a confirmation number. I checked out of my hotel and headed over to the Enterprise location. I was told they had no cars. I said I had a reservation and showed the rep the receipt. That didnt seem to make a difference. Still no cars available. Why would enterprise allow me to make a reservation at a location for a date and time that they know there are no cars available? What is the idea of a “confirmation” number? This small town has no other rental car companies. I have no transportation so I am stuck here. I think this is HORRIBLE customer service. I called Enterprise 800 number and was bascially told that there was nothing they could do. I`m sure Enterprise will give me some sort of copy and paste response about the fine print. THIS EXPERIENCE WAS UNACCEPTABLE
Steve, we’re listening and would like to address this with you directly. Please email care@enterprise.com with your contact information and the details of your rental, so we can research this properly. When emailing please reference # 140903-003451. We look forward to hearing from you soon. – Christopher
ADD to all other above complaints RACIAL PROFILING and CIVIL RIGHTS VIOLATION by an agent at 6th Ave, Eugene Oregon Enterprise office! We have contacted an attorney and am in the process of contacting ACLU, govt agencies and major media. No one should be mistreated/abused based on their looks!!!
Sindee, we take these allegations seriously and would like to look into this. Please email in and provide your contact information and rental agreement or reservation numbers, and reference #140827-002816. -Melissa
Sindee, we take these allegations seriously and would like to look into this. Please email in at care@enterprise.com and provide your contact information and rental agreement or reservation numbers, and reference #140827-002816. -Melissa
I have to express my complete dissatisfaction with the level of service I received from Enterprise. On August 8th I rented a car from your City Ave, Bala Cynwyd location (Agreement #503613.) The young lady who assisted me was extremely polite.
My issues started that evening. I was on the way to a event and was pulled over for an expired registration. The officer did not issue me a ticket but the humiliation of being pulled over was still there. I called your customer service and the woman was polite. However, it was after office hours and she offered to send a tow truck that would bring me back to the airport. Unfortunately, she could not guarantee how long it would take for the tow truck to get to me and my event was starting in 1 hour. I was not comfortable driving the car 45 minutes away. I ended up calling a friend that was able to drive me to the event.
The next morning, I went to return the car and once again I was pulled over within 2 blocks of my house. I think the out of state license plates made me a target. At this point, I was extremely frustrated. I located the nearest Enterprise and immediately returned the car to your Washington Ave, Philadelphia location. Caitlyn helped me and I explained my dissatisfaction. She informed me the manager would call me. It has been two weeks and I never received a call from the Bala Cynwyd Manager.
It is one thing to break-down from a mechanical problem, it is another to rent a car that has not been properly maintained. I would have understood if the car’s inspection had just expired but it had expired in June, giving Enterprise more than enough time to get it inspected.
I have rented from Enterprise several times over the past few months and in this case, “I am not completely satisfied.” As a matter of fact, “Are you completely satisfied?” are empty words spoken by your employees. I have rented from Enterprise a few times in the past several months. However, I will now give my business to a company that is going to appreciate me as a consumer.
Sincerely,
Mark Kennedy
Christina, we are happy to hear that Jonathan and Luke helped to make your rental experience better. If you would like to discuss this matter further, please feel free to contact us at care@enterprise.com with the details of your rental experience and use reference #140827-002326 in your subject line. Thank you. -Christopher
Mark,
We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us an email to care@Enterprise.com with your contact information, as we already have your rental agreement information, and any further information regarding your experience with us.
Please reference Number 140827-002456 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Charyse
Social Media Coordinator
Enterprise Rent-A-Car
I had rented a car from the Clearwater Int. Airport (PIE) on 8/18/14 – 8/22/14 and were it not for the kindness and understanding of the rental agent Jonathan Johnson and the manager Luke Jean Louis, I would have ceased to be an Enterprise customer. I have always rented through Enterprise but this particular rental was a disaster. My first car that week would not shut off. I was stuck in a parking lot for 45 minutes around mid-night and was unable to reach anyone at the 24 hr. customer service number nor at the 24hr. roadside assistance number. It was very frightening being in that parking lot at that hour. I finally had to call an engineer in New York for help who was able to talk me through a convoluted maneuver to be able to finally disengage the engine. However, this maneuver did not work all the time so I contacted Enterprise the next day for a different car. I kept getting stuck whenever I drove this car; it just would not shut off all the time. I was afraid to drive this car so I was told that I would have to pay to have this car towed back to the PIE Airport and then I would receive a different car. This would have been a two hr. round trip! After numerous phone calls I finally found an agent who agreed to have a tow truck operator bring me a different car from the Tampa Airport and then have the old car towed back to Tampa free of charge. I was very happy! However, when I went to use the new car the gas tank was completely empty; as a matter of fact the gas icon was flashing on the dash, and it was filled with cigarettes ashes. It smelled like an ash tray which bothered my companion who had emphysema. I was only in the area for five days for vacation and between all the hassles with the cars and constantly having to call back and forth to the various agents and them calling me it completely ruined my stay. I was extremely flustered when I brought the second car back to PIE and couldn’t wait to get rid of that car! When I went to the counter I was met by Jonathan and Luke who were very sympathetic and Luke was able to give me a refund . It helped make a terrible situation better and I am thankful that those two smiling agents were there to help me! I wish all of the MANY agents that I had spoke to during this situation would have been like Jonathan and Luke!
Christina, we are happy to hear that Jonathan and Luke helped to make your rental experience better. If you would like to discuss this matter further, please feel free to contact us at care@enterprise.com with the details of your rental experience and use reference #140827-002326 in your subject line. Thank you. -Christopher
The dedication to the individuals and the office of STL (Saint Louis, MO Airport) was beyond the call of duty. 11 months ago, I misplaced an expensive IPad, which I originally though a maid or TSA agent had walked off with. Just today, I get a call from the STL office to have a P. Anderson inform me that they have found a product of mine and tracked it to me, I was in disbelief, I couldn’t believe it. After all this time, all the places I’ve been, they tracked me down and made sure that I would get the product back safely and in the same condition as I lost it in. The average person would’ve walked off with it, but not this office, I couldn’t thank that team and P.Anderson enough for their dedication to customer service and going above and beyond the call of duty of the Enterprise Corporation. I’m not the only one to have this happen, many others have had the same experience, the STL office is constantly working to make sure all lost and found items return to their owners. These individuals deserve recognition from their supervisors for sure, what a great group of employees, and human beings.
Don’t remember having any problems with the vehicle way back when either.
Thanks for the shout out. We love to hear when things work out and that our customers are happy with our service. We look forward to seeing you again! – Christopher
I need assistance. I have filed my compliant with two different “Reservation Escalation Desk Agents”. I am growing quite frustrated as my compliant has not been acted upon. In essence, one of your employees at the Chicago Midway Airport location stole my Ipad. Please advise of steps to take above filing my compliant with your “Escalation Agent” as this has proven to be useless.
Mrs. Wilson
Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, and any rental agreement numbers. Please reference #140827-002178. I look forward to hearing from you soon. Thank you. – Tim
I wanted to take a moment and share my appreciation for the professionalism and subperb customer service I received at the Enterprise Rent-A-Car location in Jefferson City, MO. On Friday, during my lunch hour, my personal vehichle started having trouble. After taking it in for repair, I learned it would be 5 days before they could fix it. I was sent to Enterprise for a rental vehicle. I had the pleasure to work with Steven. It was late in the day and not very many vehicles were available. All that was availble was a mini van. Because it was the weekend, I had plans for a significant amount of traveling around the state. Steven worked to get me into a temporary rental and offered to switch me into something more economical the next day. On Saturday, he did just as he had promised. Turns out the repair took a day longer that originally expected. There was not hassle about me keeping the rental. I returned the car to Enterprise and again Steven was there and showed his great customers service skills. He promptly greeted me, quickly checked in my rental, ensured I was satisfied with the vehicle, and provided someone to give me a ride to the dealership to pick up my vehicle. Customers are quick to complain when something goes wrong, but I just wanted to take a moment to recognize something done right. Thanks again Steven.
Thanks for the shout out EJ! It’s great to hear about your fantastic rental experience with us in Jefferson City. I’ll pass your compliments on to Steven and the rest of the team. – Michelle: Social Monitoring Coordinator
I to have fallen foul of the UK. part of this organisation. similar to Ivan Duarte. I rented a van for a few days. On its return they lay minor damage to the roof at my door and subtracted six hundred and ninety pounds from my account and kept my original deposit!!!!
On original inspection I was not advised to check the roof { not visible from ground level } Further I am disabled and would have required assistance. I am 1000% positive this damage was in situe when I took the vehicle.
I returned to the depot to take photo’s of a minor crease with no paint breakage. I then wrote to the manager to ask him to phone me to arrange a meet to peruse said photo’s. no call!!! I then rang the area manager who said he would investigate. A few days later the manager phoned me to say Enterprise were keeping my money!!! No letter surely of explanation!! unprofessionalism in the extreme!!! I have now started recovery proceedings through the courts. Be warned!!!!!
Tony, we’re listening and would like the opportunity to address your feedback with you. Please send us a detailed email to care@enterprise.com including your contact information, your reservation or rental agreement number, and any further information regarding your experience with us.
Please also reference number 140821-002578 in the subject line of your email. Thank you Tony, we look forward to hearing from you.
Respectfully,
Christopher
Social Media Coordinator
To Whom It May Concern:
I am writing this e-mail to bring attention to an issue which is happening within an Enterprise Office. Recently I rented a Chrysler 2000 from Enterprise. The location was 336-368 N. Main St., Freeport NY 11520. The rental was from 06/07/14 to 06/09/14. I called in the reservation the day before on 06/06/14. I explained to the agent that I needed a car that was excellent on gas milage because I was driving the car to Virginia and I needed the car the next morning and I would be there at 8:00am. When I arrived at Enterprise, I was disappointed because the office was closed. The agent did not advise me of the hours of operation, which were 9:00am on Saturdays. I waited for an hour until the opening of the office. The agent took my information and proceeded to advise me that I needed two forms of ID, which were a pay stub and/or two utility bills because I was paying with my debit card. At this point I am very annoyed because the agent I made the reservation with the day before did not advise me of this. In addition, I was not advised that by the agent that I was responsible for milage over 150 per day of 0.25. In the meantime, I needed a ride back to my home to get what was needed for the rental. Before my ride, I was asked to pick car. I picked Keo/ Soul. The manager agreed on a car and said the car was just dropped off and would be ready for rental when I returned. Because my ride had not gotten there and I was pressed for time, the manager asked an Intern, Erick Arapi to drive me home. He was very pleasant and professional. When I returned, which took less than a half of hour. I was told that the car I reserved was given to another customer, because the customer did not want the car that was reserved for her, which was the Chrysler 2000. The reason she did not want the Chrysler was because it was dirty. The car was dirty and what I realized was that the cars are being returned Enterprise and not cleaned for the next customer to rent. At that point I was given the dirty Chrysler, and treated as if I was nothing. The Manager, Eric was not pleasant at all. He said that he did me a favor by letting his Intern give me a ride home because I did not have the proper doXXXXentation and was not ready. I said to him that I was not advised that I needed the doXXXXentation and I was not advised of the office hours, and this is the second discrepancy I have had with this office. There seems to be a problem with the cleaning of the cars. I had this same problem 8 years ago, which is the reason I had not rented with Enterprise. I assumed that it was Enterprise’s policy to drop the customers off if needed. At this point it is 10:30am two hours behind my intended departure time. I was furious. I had a specific time I need to be at my destination. I proceed with the rental only because I was behind schedule. If I had the time I would have taken my business elsewhere. The rental agent, Rakiya Rouse processed the paper work, so that I could be on my way. She was very professional. I could see in her eyes that she was sorry for my inconvenience and she expressed that. She gave me a card to get the car cleaned at a local car wash in South Freeport, which was out of the way. She also offered additional 50 miles free milage. I thanked her for help, but I advised her that getting the car cleaned before it’s use is not my job and it is not good business for Enterprise to be renting dirty cars and asking the customer to get them cleaned. When I drove the car off the lot I noticed that the car was below 1/4 tank of gas. I called the office back and advised them that I will not be returning the car with the 1/4 tank of gas that the agent had originally advised me. That is not a good practice at all. The Manager, Eric should be reprimanded for the way the office to run. In my opinion, it’s because of the location of the office, that he has gotten away with this despicable action.
I am very disappointed the way I was treated and I will be advising family members, friends and my New York State Court colleagues not to rent any cars from Enterprise.
I dropped the car off on 06/09/14, with pleasure and I would like to add that I was correct in assuming that the gas milage for the Chrysler was not good. Once again, Rakiya Rouse was very professional and the Intern Leon Nurse were very pleasant. Although my experience was unpleasant I can say that Rakiya Rouse, Erick Arapi, and Leon Nurse were helpful and I wish them prosperous careers.
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include your full name, contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 140814-003023 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
My car was hit and the insured parties company placed me in a rental from enterprise. There was a discrepancy in extra days after insurance closed out date. I contacted local branch and explained I wouldn’t be paying for them as either the insurance company would be paying for them. After talking with the manager he hit my card for an unauthorized $200. He stated because he hadn’t heard from me but we talked 2 hours prior doXXXXented via call stamp and conversation time and time stamp my account was hit. The insurance paid for the extra days. I turned the car in the following morning re scheduling my day to talk to manager. He told me he was removing that day since I brought it in to discuss the discrepancies along with the extra for the extra days of insurance I wouldn’t be using. This should have been $235 but I was only refunded $96. Then 5 days after it was closed out my card was hit again for another $100. This is a total unauthorized hit and no one will answer calls. If no calls are received Monday 8/11/2014. I will be forced to turn it over to my attorney and the Douglas County District attorney for the illegal pulling of funds. I hope someone calls and my money all returned now $235 plus fees for check that didn’t clear because of their actions.
Bill,
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@enterprise.com including the exact rental location, your full name and contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference Number 140814-003050 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
I was set up for a rental vehicle by my insurance company Geico. I was contacted by my Geico claims adjuster with details. I was to take my vehicle into Collision Center for drop off. I would be picked up from Collision Center By Enterprise Rent A Car. I placed a call to Enterprise Rent A Car for a pick upon arrival. I was told I would be picked in 10 to 15 minutes. Unfortunately, I placed another call 25 minutes later to check status of pickup. I was told it would be another 15 to 20 minutes. After an hour of waiting I contacted my Geico claims adjuster, to see if there was another Rent A Car Company we can go through. She placed a call Enterprise to see what was going on and why wasn’t I being pick up. Enterprise informed her that it would be a while before I was picked up, If I could get there that they would get me in a vehicle. After finding a ride to Enterprise Rent A Car, I waited to be placed into a vehicle. After about 30 minutes of waiting in the lobby, I was walked to a vehicle that was set aside for me. This vehicle was a white Nissan Maxima, upon approaching vehicle I noticed that the windows were all down. We began to expect the vehicle while doing inspection, I noticed heavy odor coming from inside of the vehicle. I was told this order was from the rain, is why windows were down so vehicle air out. I asked to be put into another vehicle, I was told that that was the only one. I was also informed there was plenty of other people waiting for vehicles. I accept the vehicle under the cirXXXXstances that I will be able to swap at any enterprise location. I left heading out for another enterprise location when I noticed gas warning was on. I turned around heading back for the enterprise location of pick up. I was told vehicles go out and come in with the same amount of gas so bring it back empty. After putting gas in Vehicle I was able to turn air condition on. Shortly after driving with windows up, heavy odor worsened. Odor was identified as marijuana odor. I feel that enterprise failed in all the areas, of highlight slogan leaving me to be mislead. I was unable to be picked up, I was not satisfied with the vehicle, I was given poor customer service, and to top it all off unable to go to work. Due to dealing with this bad experience this has cost me a day. I am left to call around to find a vehicle to swap out with. Enterprise has not performed well. Use them at your own risk.
Ken,
We’re listening and would like to help. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include the exact rental location, your full name and contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 140814-003121 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
I wanted to write to express my disappointment with the car I just rented while my automobile is at the body shop. I was actually excited to drive something new for a week but that soon changed. The car is absolutely filthy. The windshield is so dirty with smears and finger prints. The radio has something white running down the front and the doors have brown stuff of which I do not know what. At first I was going to let it go but the more I thought about it the angrier I got. This is unacceptable. It took me 50 minutes to get the car in the first place and then this is what I get. Very unhappy to say the least. The only plus is the sales associate Emilia Ordonez. She was by herself on a Saturday with 15 people waiting in line. She was efficient, friendly, and calm under the cirXXXXstances. This is NOT what I expect from Enterprise.
Catherine,
We’re listening and would like to address this with you directly. Please email care@enterprise.com with your full name, contact information, exact rental location, any rental agreement or reservation numbers and the details of your rental, so we can research this properly. When emailing please reference the number 140814-003170 in the subject line. We look forward to hearing from you soon.
Kind Regards,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
DO NOT USE ENTERPRISE!! This company denied me service saying that a bill I gave them was past due. I showed them a statement where it shows I paid the past due but they would not except it. The problem is my cable bill generates on the 21st of every month and its only the 5th of Aug so my original bill still says its past due but its not. And I had proof that I took from the website when I paid it that its paid. Don’t understand it they’re holding $150 anyway. We rent from there every month and now they have started denying us service. Horrible company
Jason – you are a deadbeat – face it.
Jason,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details. Include the exact rental location, your full name and contact information, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please place reference number 140814-003186 in the subject line. We look forward to hearing from you.
Sincerely,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
For decades I have had the greatest of respect for Enterprise until my daughter became one of their employees. My duaghter was bullied verbally from the moment she began working with an al male crew. She had been ill and was still coming to work. In May of 2014 my dauighter came to see me for Mother’s she ould barely walk. Shew was in agonizing pain. She could’t put a shoe on her feet. Before comingto see me she had been to te ER in Raliegh, NC twice and stil was goingt owrk and not complaining. She was admitted on mother’s with the diagnosie of a massive blood clot. The doctor stated if she tried to make it back home to North Carolina she would die. Rather than Enterprise family trying to find away to help her in her time of need they did nothing but make her life difficult . The doctors sent paperwork saying she had restrictions. And instead of being this great family owned compay that I have respected and utilized they terminated her and then stated to unemployment that she volutarily quit . This was flase. When she asked if she could work as virtual representatib=ve until she recovered and was denied any options. Her insurance ceased and though she needs medical treatments until this situation abates the actions of Enterprise has left my 23 year old daughter ill with no money to pay for her treatments, denial of unemployment becasue theyu were to she volutarilty quit when theyu terminated her becasue she was ill and it also effects the denial of other much required assistance if she is to live. She was not able to to walk or stand and even something as simple and take a shower without assistance. I have lost all respect for Enterprise and have asked those who work with me to not use their serices since my daugfhtre has been treated so poorly and with zero compassion for human life.
Both Sun Edison and general Dynamic employees seem to think that she was hired as an asset and since she became suddely ill she was throw out with the trash. I’d like Enterprise to help daughter.
Darlene,
If you’d like to share more information, we’re listening. Please have your daughter send a detailed email to care@enterprise.com. Have her include the location where she was employed, her full name and any additional details she feels are necessary. When emailing please have her include the reference number 140814-003240 in the subject line.
Kind Regards,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
We refer all our customer for the last ten years ,mostly their rental covered by Insurance companies.Lately all our calls been but for hold ,at the same time no one calls back for pick up or any other severs .This kid of servers provided at Enterprise 3209 Howard St, Skokie,IL 60076 .Manger Mark
Mark,
We’ve taken note of your comments and would like the opportunity to further discuss this with you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information and any further information regarding your experience with us.
Please reference Number 140814-003198 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Michelle
Social Monitoring Coordinator
Enterprise Rent A Car
I really wish I had researched all of the damage scams reported against Enterprise before I allowed my Chevy Dealer to hook me up with an overnight rental through this company!! When I picked up the rental car, I stood by listening to the tale of where the employee grew up and her family, etc, while she walked around the car (never leaning down) and pointed out scratches all over the trunk lid and a big mark on the door. Regretfully, I am a trusting and honest person who did not understand the importance of double checking her work. She asked me to sign a form stating I had seen the things she had pointed out. Again, she NEVER bent down to look at the lower half of the car. I did as I was told. I signed what I thought was an agreement that I had seen the trunk damage and mark on the door. Well less than 24 hours later and very few miles on the car, I returned it with a smile, said the car was great, etc. Only to be told that I had scratched the bumper. Oddly enough, the employee that was there at that time had only been gone for less than a minute before coming back in and telling me about this damage. ALMOST as if he knew what he’d find and where to look. (Which was on the lower bottom curve of the side of the front bumper on the passenger side) And his brilliant argument for why he was sure I had damaged the car and was a LIAR … There was dust/dirt over the scratches. The same dust that was on the entire car when I picked it up. Which kind of means the exact OPPOSITE because the scratches had to be there FIRST to get dust on them. Don’t you think? I argued this and said that under no cirXXXXstances did I cause ANY damage to the car. Little did I know that my bank account was already being robbed of $500 dollars without a WORD. I was told to sign a paper stating I had SEEN the scratches that were pointed out to me. I did, but with the additional wording of “I knew nothing about these scratches”. As I was too angry to even speak, my brother was kind enough to place a call to the 800# (Customer/Claim Service line) because little did I know he had already seen the scratches when I brought the car home. He was told by the lady that he spoke to that she would stop payment IMMEDIATELY if she was able to but given that it was a “city agency”, she couldn’t access the necessary program. We were told that the regional vice president would return the call the next day and we should expect the refund within 48 hours. Because, to quote her “This stuff happens all the time”. In fact she went on to say that it was probably done in the rental agency parking lot by the Enterprise employees and they were blaming me to avoid responsibility and payment. She said all of the agencies have parking barriers in their lots and that for the manager of the office to say that I had to have done it because none of his employees would do such a thing was ridiculous! Guess what? I believed her and waited for the call/refund. Three weeks later … nothing. Return calls to the company went unanswered as did emails. It wasn’t until I spent a weekend telling my story online and through social media that I began to get responses. And while they were sweet and helpful in writing, as the responses on this site are (in fact they’re almost identical), they were all just telling me where else to email and who else to talk to. I followed every lead and FINALLY received a call 22 days later. I just now spoke to a man named Matt who listened to what I had to say and said “I’ve seen the pictures the damage is there.” Did I say that they made it up? That there were no scratches? I SAID that I did not CAUSE the damage. But unhelpful Matt just continued to say that they scratches were there and nobody ever noted them on any previous rental … Wow, now THAT’S helpful! He also said that I parked the car while I had it so … that explains everything. Really? Is this honestly how they handle claims and disputes? Well now that I have heard back from them, I am still two hundred percent sure that I did NOT cause the damage to this car and am going to continue to fight legally to have my money returned to me. I am equally as sure that they either didn’t collect the money from whoever DID do the damage, so they’re getting it from me; or that they damaged the car themselves and again, are getting the payment from me to cover it. Either way, this company should be avoided completely!! There are plenty of other car rental companies out there. Do your homework and pick the best one for you. It’s NOT Enterprise!!!
Original letter sent to DRU3 on 7/8/14
To Whom it may concern:
I am writing this email because of claim number 05332384, I have been waiting for the call from the Damage Recovery Unit and have not received one as of yet. Today when I received the letter I tried calling the DRU but it was already late. I am writing to dispute the damage to the car that I am being held accountable for. On Monday June 23rd when I went to your location on 48th and Pulaski I was given a Toyota Corolla that was already in bad shape, so much so that even the front grill was missing with scratches and minor dents around the vehicle as well. The damage that I am being held liable for was a bump on the top of the roof, with this in mind there are a few things that I have to point out.
1. I am not 7′ tall to be looking over the roof of a car. I am a short guy that does not have that visibility.
2. I was not given a stepping stool or ladder to look over the car.
3. The rep (who is tall) never checked the top of the roof only around the vehicle.
4. The location where the car was returned was inside therefore had different lighting than the place where I picked it up from.
5. The walk around was quick b/c of other customers waiting to be helped, and the time felt pressured.
I feel that your representatives could benefit from more training of better inspecting a vehicle when vehicle is being brought back in and sent out. Time plays an important role and instead of doing a quick walk around it should be doXXXXented with photographs and other means so these types of situations do not occur. Also the roof of the car is something that should be pointed out to the customer to inspect as well and bring out some sort of stepping tool so it can also be inspected by the customer.
Thank you
Ivan Duarte
Do not use this company they take advantage of people they get you into signing for additional insurance when you have car insurance already. The girl name Jill is unprofessional and has catches attitudes when she’s wrong…Even the manager is unprofessional. I shall “Never” rent a car from this company again you all are thieves that just sit around taking advantage of people; last time I checked in my back yard I didn’t have a special tree planted with money for enterprise to give money!! Justice shall be served and that I believe
Eliotide,
We’ve taken note of your comments and after further review; we do see that your feedback has been forwarded to the Regional Manager over the area for further assistance. If you would like the opportunity to further discuss your inquiry, please send us a detailed email to care@enterprise.com including your contact information and any further information regarding your experience with us.
Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent A Car
July 28, 2014
Enterprise Rent-A-Car
600 Corporate Park Drive
St. Louis, MO 63105
RE: Confirmation #TDCN8H
To Whom It May Concern:
I am submitting this letter to you as a formal complaint concerning your Lauderdale Lakes location. On January 27, 2014, I made a reservation for July 18, 2014 through July 21, 2014 for a minivan. On July 16, 2014, I received an email confirmation of this same reservation.
On July 18, 2014. My husband and I arrived at your Lauderdale Lakes location only to be informed that this location did not have any minivans nor did they know when they would have one available. This type of service is extremely poor, because if the location knew they did not have any minivans available, someone from the location should have contacted me.
The Branch Manager Kiah Jones was extremely unhelp and most definitely not attentive to the customer needs. They took a very nonchalant attitude toward the matter and I am very disappointment in the customer service that I have received from this location. The Branch Manager never made any effort to attempt to search for another location that may have had a minivan. I had to conduct my own search throughout your company to identify another location with a minivan. Through my own efforts, I was able to locate a minivan at your West Palm Beach location. Now, please explain to me why your Branch Manager could not have displayed the ultimate act of customer service to help locate another branch with a minivan.
Due to the lack of customer service from your Branch Manager Kiah Jones and the employees at your Lauderdale Lakes location, it has really made my family, co-workers, friends and I reconsider using your company for any future business. If this is the way that you all treat your customers, then your Lauderdale Lakes location needs to consider if they are in the right profession.
Now after getting my own transportation to your West Palm Beach on 1805 Belvedere Road, only then is when we encounter a young lady who displayed the world greatest customer service. Your employee Falon at this location went the extra mile to ensure she found a minivan at one of the near by locations and she had the van delivered to the Belvedere location. Falon represented your company extremely well and due to her awesome customer service, my family and I considered still using your company for business.
How is it that you have two different locations with totally different definitions of what customer service should look like? Unfortunately, I am unable to travel every time to West Palm Beach to rent from Falon’s location. However, I will not be using your Lauderdale Lakes location anymore. I believe that I should have been treated with much more respect than was displayed and I refused to spend my money in a business who does not know how to treat their customers.
Your Branch Manager Kiah Jones and her team need to be retrained in what customer service should look and feel like. Individuals like these treats customer poor because it is not their family or friends. The same type of customer services in which you expect someone to provide to your love one should be the same type they should know how to provide and be more sensitive to the needs and frustration of the customer.
Falon deserves to be recognized for her great efforts and for saving a customer who is faithful in renting from your company. On the other hand the Branch Manager Kiah Jones and her team needs to be retrained.
Thank you for your time and patience with this matter. I look forward to hearing from someone in your corporate office concerning this matter. A copy of this letter will be mail directly to the CEO of Enterprise.
Extremely Frustrated and Disappointed Customer,
Mrs. Alberta Jones
Alberta,
I’m happy to hear that Falon was able to take care of you regarding your rental needs. We’re listening and would like the opportunity to address your experience at the Lauderdale Lakes location. Please send us a detailed email to care@enterprise.com including your contact information and any further information regarding your experience with us.
Please also reference number 140815-001114 in the subject line of your email. Thank you Alberta, we look forward to hearing from you.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I have been reading online, a lot of bogus damage claims filed by rental car agencies. Guess who has the most? Enterprise. I will never rent another car from this company ever again. They are out trying to scam people
Delnel,
We’re listening and would like the opportunity to address your concerns with you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number or rental agreement number, and any further information regarding your experience with us.
Please also reference number 140815-001260 in the subject line of your email. Thank you Delnel, we look forward to hearing from you.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
Hi,
I reserved a mini van on July 8th from the Marietta, Ga location for this past Friday, July 25th. Upon arriving, we were told that they had no mini vans but we were going to be upgraded to a Ford Explorer, which was at a different location. My husband explained that we were going up to North Carolina (7 hour trip) to move my daughter from one apt to another and would the Explorer hold a sofa and such. It would not. So instead he put us in a cargo van (which we had to drive to another location to get) that he said he would give to us at the mini van price (the cargo van is cheaper). We ended up driving up in a loud, gas guzzling cargo van, which we were unable to hold a conversation because it was so loud. Now, we have no idea what the bill is. Like I said he did say that he would give it to us at the mini van price which is absolutely no deal at all, and he would give us 20% off the bill. Could you please let us know what the bill actually is for the really bad Enterprise experience? We have used Enterprise before a few times and never had a problem until this experience. We are very disappointed.
Laura,
We’re listening and would like the opportunity to address this with you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number or rental agreement number, and any further information regarding your experience with us.
Please also reference number 140815-001022 in the subject line of your email. Thank you Laura, we look forward to hearing from you.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I have also had a bad experience with my rental vehicle that I reserved over a month ago. I have sent an email to care@enterprise.com I hope this gets resolved
I rented a car from enterprise back in August of 2013. They gave me a car that the oil hadn’t been changed and the check engine light came on. I had to take the car into another enterprise location since I was in another state. That enterprise location had only ONE CAR that I could get because the other 8 they had, the registration was expired. The SUV that I was given had a dent on the hood. I showed it to the person that was helping me but he failed to put it on the paperwork. So when I turned the rental back in. I was blamed for the dent. I was sent a 400 dollar bill in the mail, with so blurry gray pictures that looked nothing like the SUV. I called the location and was told the SUV never went into the repair shop. The date didn’t even match up on when it was supposed to have went into the repair shop. As a matter of fact I still had the SUV on the date that it was supposedly had been sent to the repair shop. I have just been getting the run around from every person at enterprise that I have talked to. Including the insurance rep. for enterprise. Now I am on the do not rent to list.
Delnel,
We’re listening and would like the opportunity to address this with you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number or rental agreement number, and any further information regarding your experience with us.
Please also reference number 140815-000918 in the subject line of your email. Thank you Delnel, we look forward to hearing from you.
Respectfully,
Christopher
Social Media Coordinator
Enterprise Rent-A-Car
I have been renting from enterprise for many years and i have recommended many of peoples. On june 17 i totaled my car and the next day my insurance company made reservations for me to pick up i arrived at location 30 min early to get paper work and other information the needed complete so by 2pm i can get car a go to work. At 2 there were no rentals at location but around 3 a car came in with a cux inside. I asked was that my car manager Shana replied no and that the cux that got out was getting the car. After 3:30 i wasbeginning to get impatient and upset cause there was still no rentals available so she tild me there was a vehicle at hapeville did i want it but never told me i had to go get it or else i could have been left to go get car. After all the unprofessional conversations held at location i got car and have had since 6/17 i missed a payment but they deducted money off bank card. I never got a call from enterprise until 7/22 that same day they filed papers reporting car stolen and on 7/23 i spoke to them they stated i had to pay by money order at 330 but at 5:32 she called and asked i could pay by another card and if not she will have to send papers to manager reporting car stolen. At 1230am tow company showed up saying car was reportef stolen after i made payment of 298+taxes to Shana and she never reversed the complaint due to this i eas unable to pick my son up from his school after his foitball team arrivef from out of town nor can i go to work today.what upset me the most is how she spoke very sarcastic to me when requesting and accepting my payment covering thru 7/24 @ 6pm
Sheena,
We’re listening and would like the opportunity to address this with you. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number or rental agreement number, and any further information regarding your experience with us.
Please also reference number 140724-002992 in the subject line of your email. Thank you Sheena, we look forward to hearing from you.
Respectfully,
Zachary A.
Social Media Coordinator
Enterprise Rent-A-Car
I rented a car the 13 of July for the 14 of July online. I paid also online the day I booked and I recieved a confirmation e-mail. My family was visiting me and I needed the car to do some tourism and also to give a lift to them to the airport later.
When I went to pick the car in the morning the staff in the office explained to me that they didn’t have any cars availables because an informatic problem as they said, I tried them to give me a solution explained my cirXXXXstances but they did nothing, they only told they will refund my money back.
So this company ruined my day, I had to buy bus tickes for doing some tourism with less time, my family also had to buy train and bus tickets to go the airport, so I had to spend a lot of money because of your mistake and they did nothing to compensate me, they didn’t give any solution.
Ok so that was awful, but yesterday I checked my bank account online and what was my surprise? Yes, this company also didn’t make the refund to my account. I think that it isn’t serious, so I’m writing you because at least I want my money back as soon as possible and also to let you know that this one was my last time I rent a car in your company.
Regards,
SERGIO SERRANO
Confirmation Number: 145745364
Sergio,
Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@enterprise.com with the complete details you’ve included here, your confirmation number, your best contact information, and any additional details you would like to include.
When emailing, please also place reference number 140724-002968 in the subject line. We look forward to hearing from you.
Sincerely,
Zach A.
Social Media Coordinator
Enterprise Rent-A-Car
We had rented a 8 passenger vehicle in TN. On July 7 at 11:00 am and we were returning it on July 9 by 6:00p.m. We were late to return due to bad weather, but we received a phone call from enterprise if we can return it and drop key at dropbox so they can rent it out to someone else in the morning. We asked for a credit if we dropped it off late, They agreed. Credit came on July 21 and they did not credit taxes and extra driver fees. I believe when there is a credit involved, everything should be credited! How is that fair that Enterprise charges a full day, tax, and all other fees to two different customers for the same vehicle for the same day??
Scott,
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@enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number, and any further information you would like to include.
Please also reference number 140724-002954 in the subject line of your email. Thanks Scott.
Kind Regards,
Zach A.
Social Media Coordinator
Enterprise Rent-A-Car
I “was” a loyal customer to Enterprise until I had the following incident. I rented from Enterprise at the Winter Garden location for 4th of July weekend. I was driving out of state to New Orleans. Upon pick-up we were advised even though we booked “unlimited” mileage, we would be charged .20 per mile for any mileage driven 600 miles outside of Florida. Didn’t think much of it since New Orleans is roughly 660 miles out from Florida and was okay paying the extra 60 miles at .20. Upon returning the car we were told we owe an additional 200 plus due to mileage overage. They only gave us a maximum total of 600 miles for the entire rental. We explained that is not what we were told and why would we rent the car if we knew we were driving to New Orleans. Who would rent a car for 400 dollars for 3 days. The manager stated it was not her fault if we interpreted the information incorrectly, making it seem as though we were stupid and had not passed the first grade. She was not very helpful but was surely very nasty. I asked if I could get the number to corporate and she stated not sure why you want corporate if they wont be able to help you. We cant help it if you did not understand the terms. I again asked for corporate and reluctantly she gave me an 800 customer service number (definitely not corporate as I asked for). Since she would not give me corporate, I googled it myself and found the information. On 07.09.14 I emailed Pamela Nicholson, William Synder and Matthew Darrah (Enterprise executives). To this day I have not received a response from my email which is very disappointing. I have since advised my company H.R. to NOT use Enterprise going forward for our rental needs. I would definitely NOT want our customers to receive the same unsatsifactory customer service.
Linda,
We’re listening and would like the opportunity to address your experience with us in Winter Garden. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number, and any further information regarding your experience with us.
Please also reference number 140724-002943 in the subject line of your email. Thank you, we will look forward to hearing from you.
Respectfully,
Zachary A.
Social Media Coordinator
Enterprise Rent-A-Car
I am also sending a copy of this letter to Enterprise CEO Pam Nicholson.
I am writing to you as a last resort of safety so that nobody gets hurt by one of your cars. This is in regards to your rental location at 403 E65th Street in New York City. The staff there, led by the manager Scott, has his staff chronically drive, park & clean the rental cars on a heavily trafficked pedestrian sidewalk. As a resident of the street, I’ve tolerated this illegal behavior for many years until recently when one of the workers almost drove into me and my dog. They would’ve hit me had I not yelled at them to stop. Everyday since then I have called the local police to report this illegal parking yet it continues to happen, leading me to believe this behavior will not stop. Often there are 3-4 cars parked on the sidewalk at once.
Today, Sunday July 20, I had to walk around one of the rental cars that blocked the sidewalk and onto the street where cars were wizzing by, putting my safety as well as my dogs’s at risk. I went into the office and asked for the manager, whose name is Scott. I proceeded to tell him that one of his staff almost ran me & my dog over a few weeks ago and asked what made him think it was appropriate to park on the sidewalk. His answer was he was doing the best he can. I found this unacceptable and asked him calmly is it going to take somebody getting hurt for him to finally stop, and he said but we haven’t hit anybody yet. I again found this unacceptable and told him that I will continue to call the local police every time I notice Enterprise cars parked on the sidewalk. He walked away from me even though I wasn’t through talking with him, and raised his voice at me for all waiting customers to hear, clearly annoyed, telling me that’s fine that I call the police. He didn’t care. As I walked out I spoke to a few customers in the waiting room informing them that he recklessly allows his cars to be parked on the sidewalk, placing peoples safety at risk. I told the customers with Scott listening that one of his staff almost hit me while driving on the sidewalk and Scott became even more heated, calling me a liar in front of customers and telling me to leave the office.
I find Scott’s behavior completely unacceptable. He makes his staff park illegally, and if I worked for him and he asked me to do that I would refuse, citing not only the pedestrian safety and who would be at fault if someone was hurt, but he’d be asking me to commit a crime which no manager should EVER impose on an employee.
Either the parking tickets are tolerated by corporate because they’re minor compared to the revenue earned from that location, or the local police won’t waste their time trying to stop this illegal behavior until someone gets hurt, but regardless I plead to you to employ a manager who won’t break the law everyday and who has concern for pedestrian safety. No Enterprise cars should ever be driven on and parked on a sidewalk, let alone on a residential sidewalk with many dogs. I don’t want anybody to get hurt, but Scott apparently doesn’t care. Please take this letter seriously Pam as it shouldn’t take a tragedy for him to stop.
Thank you.
Sincerely,
Kevin Robarge
I have never had any problem with the company until recently. I rented car for week asked for split payment to be done, I was adcised this will be fine thebhold was placed on credit car and remainder was ran through on my debit card. With returning the car rep ran the charge to the wrong account and with addressing with the agent before leaving was advised that manager will have to handle once ahe gets back off of break. The receipt was left with message of what happened with the transition, this was on Monday. Since do deposit was put back on my card or any correction was made wiyh the bank I contacted the branch back and manager had no clue of what was going on. She attempted to fix everything but this was a huge inconvenience for myself and now have to probably wait longer to get everything corrected with the bank.
Joy,
We’re listening and would be happy to help with this deposit concern if you still need any assistance. Please send us a detailed email to care@enterprise.com including the exact rental location, your contact information, your reservation number, and any additional relevant information. Please also reference number 140724-002919 in the subject line of your email. Thank you.
Respectfully,
Zachary A.
Social Media Coordinator
Enterprise Rent-A-Car
I am a frequent renter or I should say, I at lease rent twice a year. I think that the recent renting policy is too much. You have made renting a car like trying to enroll a child into school, with proof of residence. It would have been better to raise the minimum on credit or debit card to 350. It is too much paper work and inconvenient for those who have paperless billing. It is too many loops and hoops to jump through to rent a car. This process has made your company unfriendly to those who are not in the best financial shape. Why don’t you just rent to those have a major credit card or better yet, just rent to those who have A-1 credit.
I wanted to add this:
•Two current utility bills*
•Most recent paycheck stub*
•Driver’s license issued from the rental state
•A minimum deposit plus the entire cost of the rental will be debited from the renter’s account at the time of pickup.Deposit amount varies by location from $100 to $300 plus the actual cost of rental. You should contact the rental branch directly to find out the exact amount that will be required.
•Proof of insurance
•Personal references*
some of the requirements are just ridiculous.
Theo,
Thank you for sharing your experience with your local branch. We do truly value all feedback. Debit card policies are set at the local level and vary by rental location. If you would like to email us at care@enterprise.com, we can share your comments with the upper management that oversees your rental branch. Please include your contact information, your exact rental branch, any reservation number, and any additional details you would like to include. Please also include reference number 140724-002906 in the subject line. Thanks again.
Kind Regards,
Zach A.
Social Media Coordinator
Enterprise Rent-A-Car
My husband & I have always rented a car through Enterprise and my daughter and her boyfriend rented a car through the Springdale, AR location late May and brought the car back with a rock hit the windshield. The branch manger asked how she was going to pay her $500 deductible and she paid it right then. She was told they would mail her the balance of getting the windshield back. Here it is middle of July and the windshield has been fixed and car back on the road and no one in claims or branch of Springdale can say anything about her refund. She gets something told her different daily and customer service is so rude.They would never rent through Enterprise again nor do my husband and I want to either. No one knows at Enterprise where the $500 is sitting at and when she will be refunded.
Tiffany,
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@Enterprise.com with contact information, rental agreement or reservation number, damage claim (DX) number and any further information regarding your experience with us.
Please reference Number 140716-005515 in the subject line of your email. We look forward to hearing from you soon.
Respectfully,
Rob S.
Social Media Coordinator
Enterprise Rent-A-Car
When I arrived to pick up the vehicle I had a reservation for I was told by Barry that he had attempted to call me but the number I had given was a “non working number”.
I dialed my home number from my cell and demonstrated to him it was a valid number.
The problem was they had no paper work for the out of state cars and could not provide me with a vehicle.Things happen,I understand,what I m upset about is the fact he lied to me.I had to get my own car to the shop for repairs and could have made other arrangements had I known.
Later that day I called the office to get the number for their corporate office and Barry gave me the cell number for James his “district manager”,which turns out to be the branch manager who I suspect was standing next to Barry as James and I spoke.
I did eventually reach the corporate office.We’ll see what action is taken. I’m finished with Enterprise.
Richard,
Thank you for bringing this to our attention. We would like to look into this further. Please email Care@Enterprise.com with your contact information, the exact rental location, reservation number and any other details you would like to include.
When emailing, please list reference number 140716-005391 in the subject line of your email.
– Rob
I actually went in to a location to try and see if i could get a rental well, first the gentlemen there was so unfriendly not really helpful and at the end i left upset. I asked why it was so expensive in location then online. When i called before they said they would match the price if i could present them with something showing, so when i did go and showed them, he said no sorry we cannot honor it, i was upset as to why they would give false information. i have rented here before but nothing like this experience, makes me not want to go back.
We value your comments and would like to further discuss your experience with you. Please email care@Enterprise.com including the rental office location, rental agreement or reservation numbers and your contact information. Please list Reference Number 140716-005119 in the subject line of your email. We look forward to hearing from you. – Rob
Dear Enterprise. I have rented myriad cars from you in Florida and at airports around the US. When I was in an accident and had to rent a car my repair shop suggested Enterprise Rent-a-Car in Canarsie, Brooklyn New York. I have never received such a superlative level of service as I did there. ALL of the employees from the office staff, to the drivers, and the car inspectors, smiled, shook my hand, and looked me in the eye. They took the time to go over all doXXXXents with me, and even called to see if the car was satisfactory. It was the same when I returned the car. It was a wonderful experience. I may live 35 miles from them, but If I have to rent a car, again, I am doing it from that shop!!
We love to hear stories of how our teams are exceeding customer expectations. Thanks for the shout out for our Canarsie, Brooklyn NY team. I’ll pass this along to our management there. Thanks for choosing Enterprise! – Rob
My daughter is going to LA for a semester at Emerson College. Many students are renting for their semesters from Enterprise. This continues semester after semester. I am baffled why you have only provided a 5 dollar a day discount for the young driver fee. It would seem this is an excellent opportunity to help the young students with affordable rentals. This is a stream of business that has no end unless some other source of rentals that is more affordable comes up. I am asking you to look at this Nd help. $2900 for a aug to dec rental is ridiculous. Could be a great social media campaign helping undergraduate students
Paula,
Thank you for sharing your thoughts with us here at Enterprise Rent-A-Car. We are constantly comparing our rates to our competitors and adjust our rates accordingly in order to stay competitive or ahead of other brands in the market. If you’d like to speak with us further, please email your contact information, exact rental office location and any reservation or rental agreement numbers to care@Enterprise.com and Reference Number 140716-003444 in the subject line of your email.
I would also like to suggest looking into Enterprise CarShare as many college students find this to be perfect for their rental needs: https://www.enterprisecarshare.com/car-sharing/program/ela
Feel free to email us if you have any further questions or concerns!
Thank you,
Rob
Social Media Coordinator
Enterprise Holdings
Unlike all of the above comments, we did not have the unfortune of renting from Enterprise prior to a bad experience. Therefore, Enterprise has lost our business. We are attempting to reserve a rental car in Seattle. We have never been there and do not know the area. We have been given a significant runaround by Enterprise despite their commercials stating that they pick up customers for their rentals. This is not true. Enterprise have significant limitations on where they will pick you up and will not pick you up if it is more than 10 mile from an Enterprise office. Also, they will not pick you up is you are near an airport because they want you to rent from an airport location at a significantly inflated price. When we have called Enterprise Corporate Offices, we were basically told by Anthony in St. Louis “FU we do not want your business.” In this world of lack of customer service and the large number of rental car agencies, this does not seem like a company that values its customers. In the future, we will never rent a car from Enterprise and we would encourage everyone in the World to avoid Enterprise until they learn what false advertising and customer service are.
Thank you for bringing this to our attention, Kevin. We would like to look into this further. Please email Care@Enterprise with your contact information, reservation/rental agreement number, and any other details. When emailing, please include reference #140709-002170. -Annett
Who is your debt collection agency?
Marcus, for further assistance please send us a detailed message to Care@Enterprise.com with your contact information and complete details of your inquiry. Include reference number 140709-002207 in your email inquiry. Thanks. -Annett
This is the second time my experience with Enterprise Rental has been totally unacceptable. I was given a car I couldn’t see out of to drive and back up. Starting on June 10, 2014 I called for a smaller and cheaper car. I was told they didn’t have one but would call when they did. June 17 no call so I called and reminded them I needed a smaller car. Again the same answer. June 23 again the same treatment. The manager, at the Johnson City office,said since there wasn’t one available he would charge me for the lesser car starting on June 16. That was to take me through July 6. Checked back on June 28 and spoke to the manager to make sure of the last date. He said it was July 6. Today July 1,2014 I was told the car had to be turned in on July 2. Now I will be without a car for 9 days. To bad Enterprise can’t keep their word like their advertisement stated. The next time State Farm makes me go to Enterprise I will record every word I hear.
Thank you for bringing this to our attention, Susan. We would like to look into this further. Please email Care@Enterprise with your full name, contact information, reservation/rental agreement number, and any other details. When emailing, please include reference #140709-002099. –Annett
I was billed twice for a rental in Salisbury NC on 6/19/2014. Today is 7/1/14 and I still have not been reimbursed. I have called the branch many times and Kevin said he was taking care of this. Not true. I called the support# for premium plus members 4 times to attempt to get a district or regional person to resolve this. Still nothing! If this is how you treat your premium members I don’t know how you stay in business. I want my refund NOW. I am very unsatisfied.
Thank you for bringing this to our attention, Ellen. We would like to look into this further. Please email Care@Enterprise with your contact information, reservation/rental agreement number, and any other details. When emailing, please include reference #140709-002051. –Annett
I rented a vehicle from your Kaneohe Hawaii location for 7 days while my car was in the shop for repairs. While looking in the Enterprise car for a USB port We discovered drugs, drug paraphanelia and a lighter in the map holder. As a 27 year airline Captain I would have lost my job had this had been discovered by a law enforcement agency, I am outraged by your companies careless and reckless service, had a small child discovered this material your company would be responsible for that child’s injury or worse. I asked for a refund ( after showing pictures to your agent) and was rebuffed. All I ask is a full refund and a review and implementation of better safety checks on your vehicles. If I don’t get satisfaction I will forward this complaint to the applicable State and Federal agencies responsible for oversight.
Regards,
Pat McCarthy
Thank you for bringing this to our attention. We would like to look into this further. Please email Care@Enterprise.com with your full name, contact information, reservation/rental agreement number, and any other details. When emailing, please include reference #140709-002007. -Annett
I am filled with disconcertment, that a national business would allow it’s employees, better yet, a general manager to treat it’s customers in the manner I was treated at the Anderson, SC Clemson Blvd location on 6-14-2014. I know that my race had everything to do with the way I was treated. It’s appalling that Enterprise leadership will allow racial discrimination and discourteous customer service in it’s companies across the United States of America. Not only do I serve and protect the community that this business is located, I have served and defended this country for 21 years and would like to think that this type of behavior is not condoned by Enterprise.
Thank you for bringing this to our attention, Michael. We would like to look into this further. Please email Care@Enterprise.com with your full name, contact information, reservation/rental agreement number, and any other details. Annett
When emailing, please include reference #140709-001896.
Have called your company several times For help..was told an email will be sent to higher up and someone would get back to me asap which still hasnt happened IM a loyal frequent
Customer and am not happy For what happened to me o mees someone to please call me
315)520-XXXXX ty
Trina,
Thank you for bringing this to our attention. We would like to look into this further. Please email Care@Enterprise.com with your contact information, the exact rental location, reservation or rental agreement number and any other details you would like to include.
When emailing, please list reference number 140613-001719 in the subject line of your email.
– Rob
To begin with, when I picked up the rental car from Enterprise, I was told there was nothing wrong with the body of the car but I could double check. When I did look, I did not see any obvious damage and took the car to SC.
Upon my return to Enterprise, I was told there was damage to the car that I was unaware of. I was then told to stand in a specific location to help with lighting so that I could see the damage. Needless to say the damage was hardly visible. The Enterprise employee said that he needed to type up a report so I explained that I was in SC visiting my mother who was just diagnosed with Congestive Heart Failure and due to this situation, the rental car did not leave my mother’s garage until I returned the car to Enterprise. However, the Enterprise employee proceeded to type the report stating I was at a “friend’s” house.
After going back and forth with the Enterprise employee, I was informed I would be contacted in 8-10 days if I was in fact liable. I did not receive any phone calls. Instead, exactly 1 month later, I received a bill in the mail for over $1,400 along with multiple pictures of the “damage”. Still, even in the close-up pictures, I am not seeing damage. $500 of the bill is for “non-use” averaging over $91/ day. I paid no more than $40/day when I had possession of the car and currently a standard 4-door car from Enterprise has a $31 rate per day.
I strongly feel that I have been taken advantage of and Insurance fraud is evident. Had I been contacted within the 8-10 day that I was promised, I would be more apt to pay this bill. This is very unfortunate- my family and I rent cars from your company multiple times a year. I will have to look elsewhere to other car rental companies and now know that I sadly need to investigate every inch of future rental cars upon pick-up due to this unnecessary experience.
Abigail,
Thank you for bringing this to our attention. A member of our Email Services Team has tried contacting you recently, please check your email. Our team can assist you as well. If you’d like, please email Care@Enterprise.com with your contact information, the exact rental location, reservation / rental agreement number and any other details you would like to include.
When emailing, please list reference number 140610-003044 in the subject line of your email.
– Rob
I reserved my car two days in advance. When I came to pick up the car (6/4/14) it was reeking of cigarette smoke and the seats were very badly stained (all of this was noted on the paperwork after I pointed it out). 10 people walked in behind me and no one, I’m sure, was going to trade their cars for mine- so I kept it. When I returned the car I complained about the condition of the vehicle and the agent deducted 1 out of the 3 days that I rented the car. I am still very upset that I was forced to rent such a poorly maintained vehicle. I feel they should have waived all, or at least 50%, of the fees for such a dirty ride. This was a very substandard experience! I would love to post the pictures of the interior but there does not seem to be an attachment feature on this site. I will mail a hardcopy to the corporate headquarters and submit pictures at that time. If I do not receive a satifactory response I will be reporting Enterprise, specifically the Calumet City River Oaks location, to the BBB.
Went to pick up a car on June 6, 2014. I had previously rented a car about 40 times I have even rented from Enterprise through my employment. I handed “Brian”, the manager my debit card and drivers license. Upon this he told me I needed a utility bill and employment pay stub. Yes, everybody carries the mentioned doXXXXents around with them. Really, Brian when I have rented so many times previously at your location? I asked what he suggested because I had walked to the Enterprise location from work (only a few blocks away) and I live 10 miles from the Enterprise location. He told me to walk home and come back, they would hold the car. Yes, I wanted to walk 20 miles in order to return when Enterprise is closed. NOT! The manager Brian then proceded to tell me I need the pay stub and utility bill because one of his rental cars had been used in a murder in the last month and he also had two stolen cars in the last month. Logic tells me we should contact all Police Departments because a utility bill and a pay stub stop violence. Oops, did I mention Enterprise had my debit card on record and NEVER had a previous problem. I also mention the business across the street from Enterprise, they can make a statement about my good citizenship. I also suggested Brian call my employer, since I have only worked at the same location 28 yrs, they would probably verify my employment and pay. Of course Brain the manager cannot do that. I then called the regional manager, which gave me the same story except he could get someone to give me a ride home and back. Not sure I would feel safe, I did not see their utility bill or paystub; am I being asked to ride with a murder or car theif? What is even more interesting the previous day I called the same Enterprise location to get a car for my parents. Enterprise could not bring a car to our location, not enough staff. Now I wonder about false advertising. (TV commercials) Best thing yet my elderly father walk into the Enterprise office this same day, handed Brian a debit card and drivers license. He left with a rental car. Maybe it age discrimination because I am almost 60 yrs. old. It seems with business protocall such as this, it won’t be long untill Enterprise comes full circle back to having only 7 cars, which may be better for all of us. Very apparent customer service is not part of the Enterprise policy. Will NEVER do business with Enterprise again.
Hello,
My name is Rob from the Social Monitoring Team at Enterprise and I wanted to thank you for sharing your experience. We would be happy to make the proper management aware of your concerns. Please contact us at Care@Enterprise.com with complete details, including your contact information, rental agreement or reservation number, the address of your specific rental branch, and any further information. When emailing, please list reference number 140625-003126 in the subject line. We look forward to hearing from you.
Sincerely,
Rob
this company may be ok but the newton location has to be the worst, i was just hung up on and told they did want my business because i did not agree i requested a managers number and was told that could not happen and then hung up on me so unprofessional
June 3, 2014
I have been involved with Enterprise since October of 2013.
I had to deal with the Damage Recovery Unit. I placed about 30 calls to this unit and could not get a return call.
So I sent two letters to this unit and did not receive an answer to my mail. I received a call in January, from someone unrelated to my specific claim, but I was able to work out a favorable solution to my problem. In March 2014, I paid off my account in full. After a month, I still did not have any form of confirmation that I had paid my account in full. I sent an e-mail and was finally sent an e-mail to confirm my payment. But since there was no signature on the e-mail, I asked for a letter to be sent to me,
with a signature, to officially acknowledge that my account was paid for and the account closed. The letter was sent, but there was no signature. I have repeatedly e-mailed Enterprise, but no one will answer my e-mails. All I want is an official, legal letter, with a signature, saying my account is paid for. If I had sent my check to Enterprise without a signature, they would have mailed it back. I have called Enterprise, and they say it is policy NOT to sign letters confirming that a bill has been paid in full. I do not understand. All I want is a letter with a signature. How hard can that be?
This problem has been swept under the rug for nine months. No one at Enterprise will respond favorably to my request. The company wants money but does not want to provide any services.
the enterprise rent a car at 500 Crain hey glen burnie md
they are telling customers 1 price then they change at end of the rental period
15.00 ins. became 15.99
tax on insurance. lol. not! but they are charging a luxury tax of 11.50 on the actual ins
the luxury tax is per the vech rental. not ins.
I smell class action there.
then the manager was very rude, argumentative litterly added to a more tension prone situation. and then when told to stop he continued to be an ass
when I asked for cooperate office number he replied its 1800 rentacar
then I asked for rdy managers name and ask for it on writing. he replied
you can write it on that card.
I mean Really?
this guy need to be fired period.
misleading customers to get ins not needed
then verbally arguing with customers
real 2nd grade.
I cancelled ins on 5/22 after being advised I’m already covered
then the gentlemen at that time charged my credit card 72.00
that was for the ins.
then we returned the car on 5/30 and the 100.00 I deposited I was verbally told I would get back is now 82.85 “you have to pay 11.50% royality taxe on the ins?
why didn’t they take that tax plus the ins all same time?
someone is cooking the books here to make extra money. and I won’t have that.
I got home goggled corp office and spoke with shaylee on 5/31/2014
I’m extremely not happy. I’ll be filing a BBB complaint
as well.
rental # 453572
I mean bad enough some nut job makes illegal u turn totals my car and now I gotta deal with attitude and you do it your self crap from a supposed to be professional.
if I sue for 5.00 I damn sure will for 17.15 +
STOP telling people they need the insurance when they don’t
totally scammers
PS
as I see it I’m owed 72.00 from 5/22/2014 for insurance I did not need yet told I need.
plus tax at 11.50%. which I will ask states attorney if this is legally taxable as luxury.
ins is non taxable. and def not a luxury
the rental is. not the ins
I have been renting vehicles from Enterprise since 2003 and I have never had the summer price increase thrown in my face until the last 2 or 3 months. There is a new manager at the Dickson, TN location and every week when I go in to rent a car, I have to remind him of the rate that I have received for the last year. This is my first encounter with a summer rate increase.
Signed NOT HAPPY
I live in Columbus Ga. My complaint is not about a car rental. It is about people calling my phone number thinking they just dialed enterprise. They always ask me if they dialed the correct number in which they did but I am not a car rental place, this is a residence. I have had this phone number for 35 years now. In the last 10 years I have called enterprise to complain about this. It is not my phone provider because I have changed providers last year. It has be a website of enterprise because the lady that called on Sunday said she got it from there website. I had people call from California and New York and almost every state in the country and this is stupid. It is not my fault I just want it to stop all together.
Description of Complaint:
Rented a Van for a day and paid almost $200 for it, Hit my neighbor’s car, called brand office -CA, City of Industry couple time for over a month, absolutely no reply at all. Called cooperate office and got hung up, kicked around still got back to the brand office. (Sergio & William)This is absolutely ridiculous for a $200 a day vehicle. I can’t imagine how terrible they will be if I didn’t buy the most expensive insurance with them.I usually rent a car every month, but no more.. @!#$% them!
My neighbor is about to sue me for damages. I feel like someone just robbed me and ran away.. they are terrible. A month of no returning calls is unacceptable. Fire Sergio and William at CA, City of Industry. They are not nice and not doing their job at all.
I am a faithful customer to Enterprise Rentals as my local branch is two blocks from my house. I have been using them for over 4 years now with no issues. This last time my husband rented a car from our local branch was to head out to Las Vegas, NV. We received a 2014 Volkswagen Jetta with 7,XXXX miles!!!!! We try to go every year and only rent from Enterprise for convenience. As my husband picked up the car and brought it back to our house before we headed out, he mentioned the car was missing a hub cap. I didn’t think anything of it, but as we left on the freeway for our 5-6 hour drive to Las Vegas, another hub cap fell off. About a quarter of the way to Vegas, the air conditioner went out….it was in and out the whole way through Vegas. We were driving through Death Valley with temps to almost about 111 degrees!!! I was frustrated and irritated to know that our convenience of renting a car from Enterprise was thrown out the window! We later figured out (when we were on our way back home from Vegas) we couldn’t drive no faster than 60 mph so the air conditioner can stay on, otherwise we were hit with over 100 degree air in our face! When we returned our rental we almost got hit with late fees, (but due to the inconvenince) it was waived and we received 10% off our rental. Now we are trying to find another rental to use that is close to our house because we can’t believe that Enterprise’s quality of cars has diminished in the last year. This trip was the worst trip to Vegas that I will never forget. We would like full compensation for our rental or the least half.
Called your place on South Lindbergh in St. Louis. Spoke with the manager Kyle. He was extremely rude and hung up on me. All I was asking for was a full report of payments made on the 2 trucks I have gotten from you. He said he would get to it when he could. I told him that I needed a time when it would be done. He said “we are very busy and I can not say when it will be done”.
Is this anyway to run the biggest auto rental/leasing company?
Rented a car from Enterprise in Wooster, Oh.( 330-345-1441) and was picked up by the company at Kandels Campground Walnut Creek OH. on Wednesday April 30, 2014. The rental was to be from 9:00AM Wed. Apr. 30, 2014 until 4:30PM Fri. May 2, 2014. They were late in picking us up (didn’t arrive until 10:30 AM) and was told if we brought the car back by 3:00PM Friday we would have service to get us back to the campground as they had no one available at the 4:30PM scheduled time to return us to our destination. We did as they asked and when we arrived at Enterprise, we were told they had no one to take us back…. (there were 4 people in the office at the time). A service worker for Nagy Collision who works part time with Enterprise was outside and said he probably would be the one to drive us back. He then went into the office to see what was going on and when he came back outside he was laughing as he walked by us and said “good-luck”. We then went inside to see what was going on, we were told they could give us a number for a cab company to return us to the campground at our expense. When we refused due to the cost (which could have been more than the rental we just paid), they offered another car (more $$$$ at a discount price) to drive to another Enterprise location and that location would return us to our campground. The car they gave us had a tag on the keys that said “NOT FOR RENTAL” (which they removed from the key chain), and told us the car had no gas, but enough to make it to a station, and was very dirty inside. We had no choice but to accept the deal and ended up putting gas into the car just to get to the other Enterprise location (New Philadelphia, OH) an hour away. The people in Wooster, Oh location were very rude to us but the people in New Philadelphia were as courteous and apologetic to us as can be (with only 3 employees present) and returned us to Kandels campground without incendent. All in all, it took us 2 1/2 hrs (when it should have only taken us 45 mins.) to get us back to the campground. We are very disappointed with the service and extra charge we had to pay at the Wooster, Oh. location and having to change into 3 cars just to get back to Kandels campground. We have rented previous times with Enterprise and this is the worst experience we have ever had with them! Our desired resolution to this would be money ($32.26) returned from the second rental and the money ($10.00) for the gas we had to put into the second car to get to the second Enterprise location in New Phildelphia OH. Also an apology from the Wooster, Oh location for the inconince we had to endure!!!!!!!
How to Take Water Marks Off Vehicles
Edited by Dr. Mainak Mukherjee, Dan McGillen, Nicole Willson, Flickety and 7 others
It’s difficult to take water marks off vehicles, once they dry up. The best way to avoid them is not to allow them form, that is, wipe them off before drying, while they are still wet.Always keep a clean, soft, dry piece of cloth ready in your vehicle.
Wipe off any water mark, as soon as they appear If you have noticed it when it has already dried or formed, rinse the area with fresh/clean water and wipe off while still wet. For stubborn marks, car wash solutions or light detergent solution will help.
Start with a cool to the touch vehicle wash as you normally would. Rinse well Wash again with water and white vinegar, this will remove all wax, and mineral deposits from finish and glass. Rinse and follow up with a good grade polish and wax.
Rinse well
How to remove water spots by hand
Water spots are a very common problem for automotive finishes and the tricky part is removing them without instilling swirls and scratches back into the paint at the same time. So let’s take a look at how to remove water spots by hand.
First you need to determine which type of water spots you have,
Type I Water Spots
Type I Water Spots are primarily a mineral or dirt deposit laying on the surface of paint. Type I Water Spots can be the results of minerals suspended in city water or well water that are left behind after the water evaporates off the finish. This can happen by washing a car but not drying the water off the paint or if a sprinkler goes off next to the car covering the car with water drop that are not dried off the paint. Type I Water Spots can also be dirt or pollution particles left behind after water from rain or inclement weather evaporates of the finish. Type I Water Spots can also be Type II Water Spots in that the water can leave both a deposit on the surface and an etching in the finish. Another way people describe mineral deposits is to refer to them has Hard Water spots, or spot left by “hard water.
Type II Water Spots
Type II Water Spots are actual etchings or craters in the paint because something corrosive in a water source has landed on the paint and was not removed before a portion of the paint was eaten or dissolved by the corrosive substance.
Type III Water Spots
Type III Water Spots are spots that look faded or dull and are found primarily found on single stage paints after a water source lands on and then pools on the paint and is usually left to dwell on the surface for some measure of time before it evaporates or is wiped-off the surface. Type III Water spots can also happen to clear coat finishes too but it’s not as common because I Type III Water Spot is either a stain or fading. Clear coats don’t stain as easily as single stage paints because they are not as porous or permeable. Clear coats can’t technically fade because they are clear to start with, there’s no color to fade.
Step by Step Procedures for removing Type I Water Spots by Hand
Different types of water spots are removed differently, so it’s important to try to diagnose which type of water spot you have first as this will help you understand the removal process and products and tools needed. The easiest type of water spots to remove are Type I and the most difficult to remove are Type II and Type III
How to use a hand applied abrasive polish or paint cleaner by hand
Always work clean
Use a clean, soft foam applicator pad, I really like these,
CCS Red Wax/Sealant Applicator Pads 2 Pack
Because they are fairly thick so the spread out the pressure of your fingers better than thinner versions.
(I like thinner versions for applying finishing waxes and sealants because then I’m not pushing hard so don’t need the thickness).
Work on a cool surface in the shade
Work a small area at a time, about 8″ to 10″ squarish or so…
Use an “ample” amount of product, don’t under-use and don’t overuse to the point that you hyper-lubricate the surface but use enough to keep the surface lubricated throughout the process. I would use a teaspoon to a tablespoon of product, usually a tablespoon’s amount to start with because your pad is dry when you start and some of the product is going to go into the pad, and after breaking in your pad then cut down to about a teaspoon’s amount of product.
Hold your hand flat to the pad, not vertical, the idea is to not put pressure ONLY on your fingertips but over the face of your fingers to avoid Fingermarks
Spread the product out over the area you’re going to work
Work the product for about a minute, don’t work till the product is dry, but it should go from an opaque film to a clear film
Wipe off before residue dries
When you move on to a new area overlap a little into the previous area
Before going over an entire panel or an entire car, first do a “Test Spot” and make sure you’re getting the results you want and hope for. If you can’t make one small area look good with your choice of product, pad and “your technique” then you’ll be glad you only worked on a small section to start with or to test and not went over the entire panel or car.
When working on clear coats by hand to actually “remove” defects, technique is just as important as your choice of product and pad, (pad = application material).
So do a Test Spot first.
Also, read the manufactures directions and follow them as the above is just a general guideline. The manufacture always knows their products best.
Product Options for removing light or shallow water spot marks
Usually the type of etching or mark left by a Type I Water Spot is very shallow so they are fairly easy to remove. So in keeping with the philosophy of,
“Use the least aggressive product to get the job done”
There are two groups below, the first group of products would be considered the least aggressive product to consider starting with, if the water spots are more serious than shallow, light, slight marks or impressions in the paint, then consider one of the more aggressive products in the Compound and Polish category.
Paint Cleaners at Autogeek.net
Pinnacle Paintwork Cleansing Lotion
Wolfgang Paintwork Polish Enhancer
3M Scratch Remover
Dodo Juice Lime Prime Lite Cleaner Glaze
Dodo Juice Lime Prime Pre-Wax Cleanser Polish
Duragloss PreCleaner
1Z Einszett Paint Polish
Four Star Ultimate PreWax Cleanser
Griot’s Garage Fine Hand Polish
Liquid Glass Pre-Cleaner
Meguiars SCRATCH X 2.0
Meguiars SwirlX Swirl Remover
Mothers California Gold Pre-Wax Cleaner
Mothers California Gold Scratch Remover
P21S Gloss Enhancing Paintwork Cleanser
Poorboy’s World Professional Polish
SONAX Premium Class Paint Cleaner
SONAX Paint Cleaner
Hand Applied Compounds and Polishes
Pinnacle Advanced Swirl Remover
Pinnacle Advanced Finishing Polish
Wolfgang Finishing Glaze
Menzerna Micro Polish PO 87MC
Menzerna Super Finish (Nano) PO 106 FA
Menzerna Intensive Polish PO 91E
Menzerna Polish PO85RD
Menzerna Final Finish PO85U
Meguiar’s Ultimate Compound
Meguiar’s Clear Coat Safe Rubbing Compound
Meguiar’s Clear Coat Safe Polishing Compound
Meguiar’s ScratchX
Meguiar’s SwirlX
Meguiar’s M105 Ultra-Cut Compound
Meguiars 205 Ultra Finishing Polish
Meguiar’s M82 Swirl Free Polish
Meguair’s M09 Swirl Remover 2.0
Meguiars M02 Fine Cut Cleaner
Meguiar’s M80 Speed Glaze
3M Super Duty Rubbing Compound
3M Perfect-It ll Rubbing Compound Fine Cut
Poorboy’s World SSR1 Light Abrasive Swirl Remover
Poorboy’s World SSR2 Medium Abrasive Swirl Remover
Poorboy’s World SSR 2.5 Medium Super Swirl Remover
Poorboy’s World SSR 3 Heavy Duty Compound
How to remove Type II Water Spots by Hand
Type II Water Spots are etchings or craters in the paint and neither detailing clay nor vinegar is going to remover these types of below surface defects.
To remove a Type II Water Spot by hand follow Step 4 above after first washing, drying and claying the vehicle.
Note: Even though claying won’t remove Type II Water Spots, before hand or machine applying any type of paint care product to an automotive finish the car needs to be washed, dried and clayed as a “Best Practice”. Claying is the most effective way to remove above surface bonded contaminants and this should always be done before polishing if a physical inspection reveals the paint needs to be clayed.
How to remove Type III Water Spots Hand
Type III Water Spots are usually faded spots on single stage paints but can sometimes be milky looking spots on clear coat paint systems.
When it comes to removing Type II water Spots the limiting factor is how deep the spot penetrates into the actual film build of the top coat. You remove Type III Water Spots in the same manner you remove Type II Water Spots but if the fading or staining goes too deep you won’t be able to completely remove it safely.
To remove a Type III Water Spot by hand follow Step 4 above after first washing, drying and claying the vehicle.
On older single stage paints, because these types of paints are very porous can easily have a stain penetrate fairly deep into the paint and completely removing deep defects is always risky, so use caution.
For antique single stage paints, I always recommend pre-treating the paint with #7 Show Car Glaze to in essence put some oils back into the paint and thereby refreshing the paint and making it more workable or polishable. Plus the oils will help to restore rich color and counter the fading, whitening effect.
Seal the paint with a coat of beauty and protection
After removing the water spots to your satisfaction it’s important to apply a coating of wax or a paint sealant.
By there very nature, compounds, polishes and paint cleaners don’t provide any protection like you think of when you think of a car wax or paint sealant so be sure to apply either a coat of a quality wax or paint sealant to lock in the shine and restore a show room new finish.
Normally after pre-cleaning paint with some type of compound, polish, or paint cleaner you would use a finishing wax or finishing paint sealant and not a cleaner/wax or cleaner/sealant. Here’s a list of all the different types of waxes and sealants at Autogeek.net
How To Choose The Right Wax or Paint Sealant for your Detailing Project
Further Resources
Applicator Pads (for applying paint cleaners)
CCS Red Wax/Sealant Applicator Pads 2 Pack
CCS Euro Foam Hand Polish Applicators
Pinnacle Polishin’ Pal
Wolfgang Polishin’ Pal Combo
Wolfgang German Polish N’ Wax Applicator
Microfiber Towels (for removing paint cleaner residue)
Cobra Microfiber Products
If you find the idea of trying to rub out an entire car by hand a daunting task, then consider stepping up to a machine polisher, all of the polishers listed below are easy to learn how to use and master like a Pro and Autogeek is here to help see you through to success on whatever your detailing project might be…
Electric Dual Action Polishers
Porter Cable 7424XP
Meguiar’s G110v2
Griot’s Garage 6” ROP
Flex 3401 VRG
Cyclo Orbital Polisher – The Cyclo Dual Head Polisher
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Cyclo Orbital Polisher – The Cyclo Dual Head Polisher
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View on http://www.autogeek.net
Preview by Yahoo
So far I have made 4 calls for a district manager or higher to call me. We have a corporate account that could come to a end soon. I have been told that someone would contact me from upper management 4 times and 3 weeks later still no contact .
140404-001000 reference number. Thank you for choosing Enterprise.
Dionne Wilkerson
I will soon If I don’t get a reply from someone in the upper Management area Start buying company cars and cut this crap operation out of my operations.
When I cant get a simple problem of getting cars when we have them reserved. Or have to do our own leg work cause your people will not. Why do I need your company. Not to mention when I am promised to get a call from a District Manager and that cant even be done after 3 weeks and 4 contacts. To put it simple you would be easy to break as a company by a simple process. Customer service.
ENTERPRISE SUCKS. AND i AM TELLING EVERYONE I KNOW.
i am writing because i rented a car on may 1st at 3 o clock and returned it on may 2nd at the 1485 blountstown st tallahassee fl 32304.. which means i had it for one day when i went to pick up the car it was being washed which mean the car was very wet when i got it so it with that being said anything could have been over looked enterprise be so busy that most times the workers come out and go around the car very fast and thats it my cousin rented a car from the same location her and the employee went around the whole car as the employee was going back inside my cousin called her name and told her to wait because she over looked a dent or a scape or something like that but the employee was ready to sign off all she did was be in a hurry to walk around the car as customers i know we make mistakes but places of business make mistakes as well but how can paint be rubbed off in one day although when the employee checked it could have missed or over looked due to the car was just washed and it was very wet when the car was brought to me and 5 minutes after it started raining but it could have been the peoples fought who washed the car or because the fact they dont dry their cars off and then once again the it rained later the sun came out i heard the assistant manager tell the manager that it could have been a sun burn which is out of my control i cant control mother nature but the manager wanted it so bad to not be a sunburn she disagreed i may not know everything but one thing i do know and i have talk to my father a mechanic 2 male friends of mine and my landlord they all agreed that its not that easy to rub off paint i agree as well the paint is not chipped off but it does look more like a sun burn its important to dry cars off and use some kind of car wax for protection if not those are the results you get its just like going in the sun with out sun lotion thats just common sense but it takes a period of time to rub paint off or chip it off when someone has had a car for years you start seeing chipped paint or rubbed off paint i couldnt have not done that in one day again it could have been over looked due to the young lady rushing because there was other people in the store or because the car was wet because it was just washed before they drove it around so by it being wet it could have easily been over looked i dont have a car people dont do anything for me so once a month i rent a car to pay my bills go to doctor appointments and grocery shop i took good care of the car i put gas back in it there was no dents nor scratches a car can be fragile so customers should not have to be charged for every little thing thats material possessions you get cars and get rid of cars nothing is meant to last but sometimes a customer can barely afford renting a car due to rates so sometimes adding insurance and other stuff can be pretty expensive with all the other fees i am a single mother i am on a once a month income its not just about me needing my deposit back although the one 50 was suppose to go toward my rent i am a good driver i have rented cars before with out insurance and i return it back unharm and undamaged my son or i didnt eat in the car i dont smoke all i did was do what i had to do and took care of the car but as far as the the water spot or sun spot it could have been enterprise fought as much as mines because i should have paid more attention but please consider the fact that the car was wet when i got it which means it was washed right before i got it you can just as easily rub paint off by washing a car and it can be just as much damaged by not drying it off or using something to protect the cars from sun damage or sun burns or paint being removed thats something small that can be over looked once those cars get so many miles on it car renter places sell them to other car lots such as by here pay here so therefore every little thing should not be a big deal i am going to get a expert and fight this because again i never sat anything on the car i never washed the car all i did was get in and out the car park it at what ever location i was at the reason i know we didnt sit anything on the car is because we never brought drinks or food i ordered food that was delievered and i went to the meat store and which i put the bags of meat in the trunk of the car now if the paint situation was on the side of the car or in the front or back i want argue my point the company is a car renter place not a expert in cars but here is a suggestion to better help your business for the sake of customers more than one person needs to inspect the car take their times and go from front to back side to side and on the top the young lady never mention the roof or looked up there i watched her the whole time she did however say the front and back was fine and the sides but its easy sometimes to miss the roof because you are paying more attention to the sides front and back so i am a upset customer and yes i would love to have my deposit back but also a chance that i know i can be right about this if a mechanic agrees then case close reguardless of the policy somethings such as mother nature we have no control over God does if a tornado occur and take homes or cars we as people are respondsable and thats the crazyiest thing ever if we can control the tornadoes then it would make sense to control our material possessions from being destroyed i would like to hear back from you thanking you in advance didnt proof read this because im upset but i think its pretty well explained if i had a car for one day what can possibely have took the paint off when me or my son never even touched the roof or sit anything up there once again it could have been over looked by enterprise sometimes employees hate to admit they made a mistake which it happens and i have proof that it has happen before and the manager did not put everything i said in the report she left off many things there is so much scamming going on that its happening everywhere and im making sure im not one of them in alot cases like this customers get blamed for something the company or person or persons is aware of or in on it and in most cases like this the customer end up loosing
I always wanted to work at Enterprise Holdings and when I finally got my opportunity I quickly took advantage of it. I worked there for a little over a year before being fired because my car broke down on my way to WORK. I was devastated because in my time working with this company I have never been suspended, written up, or had any problems at all and for me to get fired while attempting to get to work hit me kinda hard. I felt betrayed by this company that I always admired and wanted to work for my entire life. I felt like my commitment to this company over the past year was a waste because they could not return the favor when a good quality employee needed them the most. After all this I called the Enterprise Corporate Office and no body returned my call and the people I spoke to sounded like they could have cared less about the situation. Sad to say I am very disappointed in this great company and I wish they would take better care and be more loyal to their employees.
enterprise rent a car in charlotte N Carolina airport location rips off elderly!! After receiving a smaller car than requested. They added every extra pricing even after we had told them we did not want we found this out after we had returned to Tx. So far we have talked to 2 different reps only to be told they could not find our transcations and would have a manager call us…..we are still waiting. The rep also said the charge was to expensive. In the mean time I would advise everyone to stay away from enterprise.
I have been a long time customer of Enterprise. Whenever I needed to rent a car, I rented it from Enterprise, but I’m writing this comment to say that I am moving away from Enterprise forever. I was going to write up a letter and send it to the corporate office, but found this site and leaving a comment here instead.
I recently moved to another city for a contract job and since I don’t have a car here, I rent from Enterprise once or twice a month to go grocery shopping. 3 weeks ago on Saturday, I rent the car as usual, went for grocery shopping and then returned the car next day morning without any incident. The branch is closed on Sunday, so I left the car, put the key in the drop box and returned home. The next day morning, I get a call from the branch telling me that the car has been damaged and I was responsible for it. So I asked what happened and I would come in to see the damage. They told me that they rented out the car to someone else already for a week! So I said I wanted to see the car before I take any responsibility for the damage and therefore, asked to call me once the person returns the car and before they send the car to the shop for repair. Of course, they never bothered calling me back. So when I called back to check in what’s going on after a week, they told me the car was already sent to the shop and I would be charged $500.00.
I will pay for the damage (actually my credit card company insurance will cover it) ONLY because I wasn’t careful enough to check the car condition when I rented the car. Because it was raining the day I rent the car, both me and the Enterprise customer service agent didn’t bother going around the car and checking the car out before signing the contract.
What I don’t understand is how they (you) guys could charge the customer for any damage without showing what happened to the car. What kind of policy is that?? It’s like accusing that I killed someone I encountered one day because the person died next day and put me in jail without any proof.
When I was renting the car that day, the agent asked me if I wanted to pay extra $5.00 to upgrade to a better car and I said no to save damn $5.00 and now I end up paying $500 instead. I am really upset with the treatment I received from the branch and I will tell everyone I know about this experience.
I am renting a car again this weekend….from Avis.
I accompanied my dad to the location at 5711 Highway 6 to rent a vehicle. He does not read or write English as well as I do any we were taken advantage of.He rented a FIAT 500 and got it for a weekly rate of $169.75. He rented it for two weeks and upon taking it back I was told he owed $198. I talked to a manger named Ross at the location who assured me of their error and he assured me that i would be getting a refund of $297 since id put down $650. I waited …and waited…and waited I called back to speak with a very rude guy named Joshua who told me that I wasn’t receiving a refund of $292 he insisted that the was a balance of $192. I have a receipt showing all charges and adjustments and a balance owed to me but no one in the whole location knows why its not reflecting the information in their computer. At this rate I will NEVER rent from Enterprise or allow my dad to go back to Enterprise again. Having your customer understand you should be at the top list of importance when handling a persons money. Satisfying your customer is very important. My dad and I are very unsatisfied.
Hello I have been a enterprise customer for years and the new guidelines that have been set I truly think it’s unfair to some customers that have been renting from the company for quit sometime now. When I came into the office to rent a vehicle I was asked if I had pay stubs and a bge bill the pay stubs are under stable but a bge bill that’s a little bit of an hassle to customers because everyone doesn’t pay bge including myself so I wanted to talk to someone regarding this matter I can be contacted at 443653XXXXX I was actually upset because like I mentioned I only rent from this company and I couldn’t rent because I did’not have a bge bill.
I had my truck being repaired at Service King for 1 1/2 weeks. I had a truck provided to me by State Farm during this time from Enterprise. I was informed about the pet policy. After the Rental, I was contacted by phone to inform me that my deposit was not being refunded due to a pet being in the truck. I DID NOT HAVE A PET IN THE TRUCK AT ANY TIME!! With that being said, I do have pets at home and they do have long hair. It is very possible this hair got on the clothes of my boys and myself and were transferred off into the truck. We are in and out ALOT! Now, I do not think it is correct or right to charge somebody for having pet hair that was transferred off of my families clothes into this truck when the policy says no PETS allowed in your cars. Smell, Dander, etc… left in the car which “indicate evidence” can be very subjective. I indicated my opinion to Francisco at Service King and to Steven at the main office. I have not heard from anyone on this. Ignoring it and pretending that I will go away and accept being charged 50 dollars for this is not going to happen. I want an answer and I want it quickly. Thank you, Vince Matej
I am also printing and mailing this by certified letter to the CEO of Enterprise.
I had recently rented a vehicle from Enterprise through Geico, my insurance carrier. I agreed through Geico whom clearly works side by side in partnership with Enterprise and the body shop. I brought my vehicle in to have it fixed, the Enterprise representative was at the body shop where Enterprise has desk, along side with the Geico persons.
I did not take the “optional insurance” because I used my own. The Enterprise representative in my opinion was a bit “smug” and i felt as if he rolled his eyes when I declined the insurance. I took the rental for the 4 days and hardly drove it because I work from a home office. The car was never ever in any risk to being hit while parked in my complex. I have an assigned parking space and it is also an end space, which makes it very difficult to be hit.
Now, here is where I have an issue. I was not told to return the car to the actual Enterprise it came from, I assumed I would return it where I got it and someone would be there to look it over. I have rented many times from Enterprise and never had a problem. This time, no one from Enterprise was present at 3pm when I returned it. The body shop woman whom I paid for my repairs told me “you can just give me the rental keys”. She failed to say “if you want to have the car inspected prior to leaving, we can call and they can send a person over”, which you would think should be part of the process since Enterprise has an office in the body shop. Sadly, this is not happening. I did a walk around the car, removed my stuff from, took my repaired vehicle and left. Two hours later Enterprise calls me stating the car had damage on it and that I am responsible. I was to far away to drive back to actually see it for myself.
The details. First off, the car was not very clean. It looks “just washed” but like a rinse. I did not mind this because its snowy here in New Jersey, the winter has been very bad and cars are just dirty all the time. Due to this fact, perhaps when I did the “walk around” with the employee this “ding” as they called it was not visible. I am not making excuses, but it is a possibility.
I am disputing the charge and have filed an investigating claim with Geico. I refuse to pay simply because of the two our gap between me returning it and your representative picking it up. It sounds very suspect and in the end its a he said she said. It is not my fault that the particular branch allows this type of drop off. For all I know that “ding” occurred after or was there in the first place and was simply missed because the bumper was not shiny clean or your own employee did it by mistake and since I was not present, he can blame it on me when he got back to the branch. Who knows, this is all speculation, but again the fact that your company allows this time lapse to occur is not fair, as you can always come back and accuse customers of damages.
I am very upset over this because I used my collision to repair my car due to a hit and run, i followed the guidance of my insurance company which does business directly with you guys and now I am being told to pay yet another deductible for damage I am positive did not occur while the vehicle was in my possession.
This experience has really upset me and I am sure you hear this all the time, but I will never rent a car from Enterprise again. I did not appreciate how the manager spoke to me, instead of hearing my side of the story, she just stuck to her “procedural talk”. I get it, that is what she is trained to do, after all she is just an employee. I did ask her to email me a photo of this alleged damage…she has not. I do not even know what this damage looks like and will not waste my time to drive almost 15 miles away to see it. For all I know this car has been rented out to another person now and this “scam” can be run the lucky customer who declines the “extra insurance”. I read lots of articles online today about this and sounds like it happens a lot.
So with that said, so long to a loyal customer. I am going to post a very negative review online describing all the details and will also file a complaint with the Better Business Bureau stating that I feel this is a scam. Just to reiterate the reason I believe this is a scam is because of the fact your company allows for drop off of a rentals without inspection on the spot, creating this lapse in time where accusations can be slung. In a court of law, that is called reasonable doubt. You could never prove with 100% certainty that I am responsible.
Thank you.
Demetrios Tsakiris
Body Shop:
C&L Auto Body
848 RT 46 East
Kenvil, NJ 07847
973-927-0900
Enterprise Location:
1004 RT 46 East
Ledgewood, NJ 07852
973-252-4098
Manager, Danielle
My husband and cousin rented a car this past weekend. Upon dropping the keys in dropbox, my husband realize he didnt have is cellphone. There it was sitting on the backseat, car locked keys in drobox. No problem will just retrieve it tomorrow when location opens at 8am. Well my cousin called at 5minutes after 8, and was told no cellphone in car. Was told no one had been in car but manager. Upon arriving at 20 minutes after 8, I was told initially the same story. I was told I was welcome to check vehicle myself. At this time of course I found no cellphone, but did notice the car had been washed. So after going back in the story changed again. Now my husband arrived upset. And was basically told there was nothing he can do, and that we have no reason to still, we come across items all the time why would your phone be special. My intelligence was even questioned about how a remote key works. I called corporate and was told someone would call after an investigation. Needless to say that was Monday. I called today (frida) only to be told that the file reads solved. Now is that when no even from corporate even bothered to call. Its like once manager at branch told his story case closed. That is a poor way to handle a serious situation, becausethere is a thief there and sweeping our situation under the rug like we dont matter will not change that. I am very disappointed in enterprise. Thats bad business, and I guess its time to take my business elsewhere!
We had the same exact experience happen to us yesterday – March 24, 2014 – New Windsor, New York – Manager called to tell us everything was okay, hold was released on credit card, about an hour later, they called to say there was damage to the vehicle. The vehicle sat at the body shop for 4 hours before Enterprise retrieved it. Called the corporate office to file an official complaint, heard from regional manager with no resolution. The body shop obviously moved the vehicle because they told Enterprise we were parked in one place and we parked the car in a totally different area. We returned the car with absolutely no damage and this is the scam they are trying to pull. Also plan on sending a letter to the CEO of Enterprise to complain.
Hello,
My insurance USAA made a reservation for me due to an accident. I confirmed my rental on the morning of pickup 01/16/14 and was told to call 30 min prior for pick-up. I called 30 min prior and was told my reservation was not found. After some time, the agent was able to assist me and explained the driver would meet me at the body shop in 30 min. I arrived at the body shop 5 minutes early and had to wait for over 20 min, for a total of 45 min before a driver picked me up. When I arrived at the location to sign the rental agreement I was told I would have to give a $150.00 deposit, although I explained I had been a customer at the location before and had never paid more than $50.00. The attendant Amanda K Torres was rude. She then proceeded to tell her manager Travis Wilson to deal with me because I did not understand what she was telling me. She was rude and refused to listen to me as a customer and treated me disrespectful in front of other customers. The manager was equally rude and refused to understand my concerns. The manager also stated he was unable to find my record of previous rentals and that I probably rented at another location. I was also told over and over again that I should take the insurance although I explained that my insurance covered the rental. He made comments such as “It’s snowing and you don’t want to have to pay another deductible to your insurance” and “maybe you should rent the Mustang” and “maybe we should give her the car with the check engine light on since she is declining the bumper to bumper coverage”. On the next day, I called various other locations and confirmed the cost of $50.00 for the deposit and I called my insurance who also confirmed the $50.00 deposit charge. When I called back and spoke with Travis he was equally rude although I explained that I spoke to other locations and confirmed the cost. Finally, my insurance was also forced to file a complaint and make arrangements with another Enterprise location to make my rental agreement and credit my account for the $150.00 hold that has been placed on my account. This has caused a great inconvenience to me and I was under the impression that Enterprise simply treats their customers the way they deserve to be treated. I am very disappointed in the service I received and have notified my insurance that I would prefer a different service in the future. I am informing you that I will be posting reviews regarding my service at this location on numerous online sites.
I Have also made several complaints, about these issues and know one has gotten back in contact with us as we were told that Vice-President, John Mattone, would be contacting us.reference #131227-000682, reference # 131227-001683. We are looking for an apology and some type of compensation
I Veronica MIlliam is writing to enterprise to express the horrible, rudeness,arrogant and lack of communication with the280 S.Dean ST ,Englewood, NJ location. Your employee’s are at your front line,they are the first person/people you see when you enter into enterprise, I have never received hello welcome to enterprise,are you being help or can I help you or how may I help you. September 2013. I decided to rent a vehicle full size for a week,using the points I earned, which would give me two free days and it would be reserved for a full size,after making the reservation, I then called out to the NJ location to confirm my reservation and confirm that it would be a full size vehicle available, which we was told yes.Once at the location we went in my fiance and myself ,we walk in said good morning, no other customers were there and Collins and Sheila were the to employee’s that morning working, receive no hospitality back, we waited until some one acknowledge us then told them what we were there for,once every thing was done and card swipe we was told that they had no full size cars, we ask could we be upgraded being that they had no full size vehicle,we were told no,yet they were willing to down size us,we then ask if they would call another location to see if they had any full size vehicles,they did and Sheila drove us over to the Teneck location,once there the young lady help us out, the vehicle that was there for us one of the employee’s took it to go pick up a customer,so the young lady offered us the Black Ford Escape,SUV, which we took and left wondering why the Englewood location didnt do the same. Once the week was up we decided to keep it for another week,so I called enterprise to let them know that the vehicle is being rented for another week so for the first week I was told i was being charged a different price then what I was given when I first made the reservation and the second week was going to be even higher,I spent twenty mins on the phone with this gentleman going back in forth on what my rate should be,explaining to the gentleman that i get a discount through my corporate, I also was using my points which gave me two free days and the second week should not be that high also,the gentleman put me on hold for a few seconds then came back and said I fix the problem and quoted a price that seemed more reasonable, this turned out to be an on going issue every week when it was time to call to extend the vehicle for another week it would always be more or less how enterprise saw fit on what is taken out of my account for the vehicle, by the fourth week we had to go out to the location to renew the contract, once there no greetings,I started out letting them know that I was there to renew the contract,Sheila is the one who help us with the contract,she also was the one to inspect the vehicle,once done with the paper work and my card was swipe,we was told that the car needed an oil change and given directions where to take the vehicle to get an oil change and we were sent on our way and to call once we had reach there,the gentleman at the location was very upset he stated that enterprise should have called and set up an appointment before sending us over and that he could not take care of the oil change that day,which we were a little disturb that we should have had to call once we were there,which that is something they should have done,so we called back over to the location explained what the gentleman had said and suggested that we would take it to get an oil change and bring the receipt to enterprise to get reimburse,we were told no and my fiance [additional driver] explain to Collins that every time we come across the bridge it cost us thirteen dollars to get back,Collins said that we would be reimburse so my fiance [additional driver] had them set up an appointment to have the vehicle service but was never compensated for the thirteen dollars.Now having the vehicle for almost two months every week I was on the phone with the NJ location for either the wrong amount being taking out or going in my account twice in one week, I spoke with Jose about this issue and he was more rude then having to try to fix the on going issues here and decided to end the conversation by saying he could not her me over the phone after talking with me for twenty-two mins, so we decided to go out there hoping to get the issues at hand solved,but he was more rude and arrogant in person,two weeks later I had to call back to ask why they took money out my account on a Monday and then turned back around and took money out on a Friday and once again i received nothing but rudeness,talk down too and also being told that we really should be taking a thousand dollar deposit and constantly being told that they are doing me a favor and trying to help me out.When we went to renew the contract for the third time my fiance [additional driver] and myself we walk in said good morning and was greeted with Jose said come next month{meaning Jan 2014] you have to leave the whole month rental fee plus the deposit,this came from Collins,there was another young lady who took care of us,did all the paper work,inspect the vehicle swipe my card again was sending us on our way with out a contract,until i had brought it to her attention.On Friday the 20th of December I called the NJ location to informed them that I had to cancel my card on file due to the issue with target and that they would be issuing a new card in that I should have it by the next week and I could come in to have them swipe the card again,it was suggested that I get an money order,I explain that it would be better for me to wait so i wouldnt have to make two trips out to the NJ location,one to bring a money order,then back again to swipe the card.On the 21st of December the vehicle broke down and we called road side assistance in talk with a Jamel, we told Jamel the problem we were having with the vehicle,that it would not start he took our information,he told us that a tow truck would be coming to pick up the vehicle and some one would also be coming to pick us up in take us to the Laguardia airport location,my fiance ask Jamel would there be a vehicle of same like the one we already had,we was told yes and ask if we could hold for a brief second while he put the in formation through,once back on the phone Jamel said we was all set and that someone would be calling us back in five mins.and that they had a SUV to accommodate us,and that if we didnt hear any thing back in five mins to call this number and give them this reference number,we called back and ten spoke with a gentleman who said it would be twenty mins,some one will contact us,an automated machine called in told us we had a 100 mins before the tow truck would arrive,twenty mins before the arrival of the tow truck,we receive another call from an automated machine,telling us the tow-truck was in route in would be there in twenty mins,five mins later we receive a phone call from a lady stating that the tow-truck should be arriving any second and that the tow-truck driver would be dropping us off at the airport,keep in mind my fiance [additional driver] has a disability,we had to climb up in this big tow truck to get to the airport,once the tow truck driver arrived to retrieve the vehicle, he said he was leaving without us, he was unaware he was obligated to transport us to Laguardia airport, it was an inconvenience to us both. We arrive by tow truck and were literally dropped within the airport, on the side of the road, where we had to walk along side a dark road the length of a football field, to enter into the Enterprise facility. after which, we were told they had not been contacted nor informed in anyway, that we’d be arriving, nor did they have a vehicle of equal standing, further adding, oppose to providing us with the professional courtesy of an upgraded service, due to our terrible inconvenience, they would be downsizing us or we would have nothing at all. once we exclaimed that we both suffer with disabilities, and a downsize was unsuitable for our needs, a vehicle was located to support our disabilities, however, it was filthy dirty, inside n out, and we had to make request for the cleaning of this vehicle. In closing, 98% of the Enterprise offices and customer service members, DO NOT, PROVIDE the CUSTOMER, with the LEVEL of PROFESSIONAL SERVICE, that COMPLETELY SATISFIES THE CUSTOMERS NEEDS, and that would KEEP THEM COMING BACK, as your slogan states! To ADD INSULT, on 12/24/13, approximately 11-12am, I(RONALD), added driver on contract, received a TEXT message, from # 1/908-489-6808, instructing me to answer my phone, being unfamiliar with this #, I replied who is this, and their reply was, ENTERPRISE, so i called the # that text me and spoke with a MIKE, who claims PETER, (who we previously had a clear communication and understanding with, in reference to cancelling the bank card, & payment, due to the credit card scare with Target) told him to contact us, and DEMAND IMMEDIATE PAYMENT (for a vehicle that that was NO-LONGER IN OUR POSSESSION, due to the fact, it BROKE DOWN and was TOWED AWAY, BY “ENTERPRISE” ROAD SIDE ASSISTANCE), HE(MIKE), became UNPROFESSIONAL, once he was denied from asking questions, regarding, Ms Milliam’s Personal Bank Account Information,(which I personally could not provide him anyway), I explained to MIKE, that Ms Milliam was a BUSINESS CORPORATE ACCOUNT HOLDER WITH A PLATINUM CARD STATUS, MIKE RUDELY MADE ME AWARE THAT Ms MILLIAMS STATUS WAS LIKE “ANY REGULAR CONSUMER THAT WALKED IN OFF THE STREET, & WAS ONLY REDEEMABLE FOR POINTS, then PROCEEDED TO BE THREATENING, stating he(MIKE) was reporting the 2013 Ford Escape Black, license plate #NJ B77DHF, MISSING, IF I DID NOT PROVIDE HIM WITH MS MILLIAMS INFORMATION,(I REEXCLAIMED HE WOULD NEED TO PERSONALLY SPEAK TO HER, ONCE SHE RETURNED FROM WORK THAT DAY, ABOUT 3PM, AGAIN, MS MILLIAM ALREADY CALLED AND SPOKE WITH PETER, AND WAS IN GOOD STANDING, TO THE BEST OF OUR KNOWLEDGE, FROM 12/20/13), OUR EXPECTED RETURN DATE ON OUR CONTRACT, IS 01/12/2014, SO WHY DID THE RISK MANAGER, M. DEBLASIO, THREATENING US TO RETURN ON 12/21/2013, OR HE(MIKE), WOULD REPORT IT STOLEN, IF THERE WAS PROPER COMMUNICATION WITHIN THE MULTIPLE DEPARTMENTS & STAFF MEMBERS OF ENTERPRISE, AND IF ANYONE PAID ATTENTION TO DETAILS THAT PROVIDE THE CUSTOMER WITH SATISFACTORY QUALITY SERVICE, INSTEAD OF JUST SNATCHING A CUSTOMERS MONEY, ENTERPRISE CORPORATION MAY WANT TO PRACTICE THE SLOGAN ABOUT “THE CUSTOMERS ALWAYS BEING RIGHT”!
Dear Ms. Nicholson,
My name is Dona V. Brown. I am applying for a job with Enterprise, at 4504 A location, on North Roxboro Rd. Durham, NC 27704. The manager there is Aaron Richardson. This past summer he gave me some very good advice about the hiring process. I’ve talked to him a few times, and each time he is very Professional, informative, patient, and kind. I would like to work there. That was months ago, and I’ve been trying ever since to use the web-site, with it’s glitches and Ms. Vite with her non working self, with respect to me for sure. (ha)
I am appalled that I needed to write this letter. I’m a Professional mature woman. This is NOT how I wanted to begin the interviewing process. I had no choice but to write this information to you.
There is an extremely, rude unprofessional jerk, representing Enterprise. Her name is Jade Vite. I haven’t even gotten hired, and already I am having to contact the CEO’s office in reference to Jade Vite. She comes across as someone who believes she is clever enough to make it her mission to get some perversed pleasure out of contacting me about my interest in Enterprise, then never following through. WHO DOES THAT? She doesn’t even call and say a word, and is setting up interviews. SHE SOUGHT ME OUT. How would I have found her, and she is acting like I am Inconveniencing HER. HOW DARE SHE! HOW ON EARTH DO YOU HAVE HER AS ANY KIND OF DIRECTOR? I’ve been contacted for almost two months to set up a telephone interview, and each time Jade Vite, never calls.
She first scheduled an interview the same day she apparently came across my application, and resume, without ever speaking to me. Who does that? I had know idea I had an email from Enterprise, let alone, an interview scheduled that day. She knew that would never happen. I was told to re-schedule, through the Internet, which was over two weeks away. I was texted several alerts to my current number, and email. Ms Vite intentionally claimed she called me on a non working number. She is such a liar. I received an automated text. You can check the records. How could she not know the correct number? I was told to schedule another appointment. Which was done. Another almost 3 weeks away.
Today, 11-12-13 the telephone interview was suppose to happen at 3:30pm. She never called. What type of Regional Director does such a thing? Why is there an ignorant individual in such an important role, representing the face of Enterprise? Are you aware, of these silly games she plays over the Internet? This is bad business. I’m a professional person. I RESPECT PEOPLE ALL OF THE TIME. ESPECIALLY ON A JOB.
Ms. Vite has wasted a lot of my time, and hopes to working for Enterprise. I know I should have reported this last month, but I didn’t want to get her into any trouble, or encounter any negativity myself. WHY HAS JADE VITE BEEN TOYING WITH ME ABOUT AN INTERVIEW FOR A POTENTIAL JOB? THIS WOMAN ACTS LIKE SHE IS CRAZY, FOR LACK OF A BETTER TERM. All I wanted was to go through the proper steps to hopefully getting hired. I believe I have over the required credentials needed to do a good job for Enterprise. How on earth do you employ somebody who is this unprofessional, and thinks it is okay to represent Enterprise in such negative, distastefully manners over and over again? I guess she and now, I have ruined my chances to work for Enterprise, because INTEGRITY, CHACATER, AND A GOOD ATTITUDE, are important qualities that I strive to incorporate into my daily life. Not the dumb crap Ms. Vite issues out. How is she going to interview me, being ignorant and inappropriate as she is and has been to me? SHE ISN’T ON MY LEVEL!
Honestly, this is an outrage….
Happy Holidays
Best Wishes
Dona Venice Brown
Correction: Ms. Vite’s CHARACTER IS AWFUL. I’ve never had a conversation with this person, and she has picked me out of an application process to harass. There is no other explanation. I do know that she is a blatant liar. Technology proves these are no longer the days of walking into a building and hand delivering an application, resume, or other information. It’s all done on-line. She can’t out-lie cell phone technology or the Internet web-site technology. Yet, she thinks she is capable of doing so. Even if there are glitches on a web-site, the errors can clearly be detected and all the data can be sorted to dispute any lies Ms. Vite tells. I am not trying to tell a valuable CEO what to do, but I believe Ms. Vite should be terminated. If she’s doing this to me, and getting her kicks from toying with an applicant, what else do you think she is doing? Ms. Vite is to immature, and irresponsible to perform her current job.
Maybe she is jealous of my credentials on line. She certainly has never spoken to me to have any type of negative attitude towards me. I have every right to complain because I am the one being toyed with. If you look at her responses, YOU WILL NOT A FIND AN APOLOGY ANYWHERE FOR HER STANDING ME FOR 3 INTERVIEW DATES. I apologized and took the blame for her, trying to show her how to have good etiquette, and she missed another appointment after that.
This was my final straw. 3 times. A new appointment is another month waiting time, especially if a time is in the middle of the month. Not a next day appointment. That’s why it’s a big deal, because we wait so long if there is a error in keeping an appointment. JADE VITE IS ALWAYS THE ERROR ON MY APPOINTMENTS.
Please give her job to someone else who wants a job. She obviously doesn’t want good feedback on the job.
I do not need this. I take care of 5 elderly family members, and 2 are without limbs. I DO NOT NEED HER CRAP.
.
Dona Venice Brown
Dona Venice Brown
I will be mailing the below letter to your CEO as well. It is sad that I had to go this route and did not want to but your company has given me no other choice.
November 5, 2013
Enterprise Rental
600 Corporate Park Drive
St. Louis, MO
Attn: Pamela Nicholson
Dear Ms. Nicholson,
I am very sorry to be writing such a letter to someone at your level, but I have not been able to speak to anyone in your organization that isn’t following a script. A representative of our family had been contacting many at Enterprise to have someone listen including Jame Calahan (Regional Manager), and we are just told that the amount of damage done to the van would not have been something that was missed by your professionals. Oh I see, so therefore, automatically it was your customer that caused it right away, did anyone think to look at the mileage of the van (it was new) and think that potentially something THAT BIG could have been a factory error, or maybe a problem in delivery. Apparently not, and that is a shame, because originally that is what I put it to and did NOT file a PERSONAL CLAIM AGAINST ENTERPRISE for the HIGH AMOUNT OF DANGER my family was put into, along with the FRIGHTENED CHILDREN that I had in the van at the time, not to mention my fears. Given your companies unwillingness to look into this further and simply blowing this off as “it’s our issue”, I have no other avenue to turn to than to seek legal council on the impact that this situation brought to my family. I wish I did not have to do this and didn’t want to do this, but I feel as though your company has given me not other choice. Our claim number is 04051701 in case you need that. One of our family members has been the one communicating with your company trying to get someone in your organization to listen and that has not been successful, so I am taking my own personal avenue of sharing my frustration, concerns and next steps with you. Other family members may decide to do the same on their behalf as well, I can not speak for any of them (there were 18 of us in all for this trip).
Below I have put in the details to this situation and I do hope you will review.
You see it appears that there have been some VERY SERIOUS accusations that Enterprise has put on my family regarding a 15 passenger van that we had rented in June 2013 and while we listened to Enterprise and their issues, it doesn’t appear that Enterprise wants to listen to the ordeal in which my family faced as a result of a vehicle that we rented from your organization which thankfully ended in a positive outcome, but had serious POTENTIAL for a tragic outcome, which would have not fared well for your company no doubt.
This ordeal I have to say has left me and my children somewhat scarred when taking long trips due to the ordeal that came about with one of your vehicles at the onset of our vacation in June 2013. When we try to explain the situation along with FACTS it appears that the response we receive is that it is out of the person we are speaking with hands and for us to solve this situation and “make it go away”, we are to just hand over personal insurance information and allow our insurance company to deal with this “problem”. As a professional Human Resource Manager for many years, the sound of someone saying, hand over your INSURANCE and they can fight it for you is like nails on a chalk board and is one of the reasons ALL insurances (car/home/car/health etc) is in the mess it is in today. Unfortunately we are not willing to “hand over our personal insurance” so that the matter can “go away” (for your company maybe), but it leaves us not only with a traumatic experience to deal with, but also increased insurance rates for something THAT WE DID NOT DO, along with a lack of information from your organization to back the allegations made against us.
Allow me to review with you what happened. My family planned a “family reunion” trip to Disney World, 18 of us in all. The decision to drive down over flying was made as we figured we could stop along the way with all family members making it more enjoyable/memorable. Well, memorable it was indeed but not for the reasons I wish it was……..you see the vans were picked up on a Thursday Evening in Philadelphia (June 13, 2013). The van in question (a newer van I believe) was driven from the location of Enterprise in Philadelphia to a Bucks County home, so it was ALL HIGHWAY driving, and then PARKED IN A DOUBLE WIDE DRIVEWAY. The van was loaded early morning and we left for our trip to Disney. We pulled out of the driveway, onto Route 413 (HIGHWAY). We stopped to get gas along the HIGHWAY and then entered I-95 South (Which is now RUSH HOUR TRAFFIC 5:30am on a FRIDAY MORNING). As we picked up speed on 95 we noticed the van feeling bumpy, somewhat swaying and began wondering is that the normal feel for a van, noticeable but not greatly noticeable. Given we have not driven/rode in a 15 passenger vans often, we thought it was just the ride of the vehicle possibly. As we picked up speed on Interstate 95 the shaking became worse. We decided to call to the other van to inform them, EXCEPT then….we were rocking, then the van started to swerve as if you were on ICE. Cars behind us THANK GOODNESS BEGAN TO BACK OFF as they saw what we couldn’t control the vehicle due to the back wheel. We crossed lanes, swerved, it was horrifying to say the least and we knew it was dark still, rush hour traffic, cars were moving FAST and my children were in the van. Petrified does denote the feeling. The van then died on us and now left us SITTING IN THE RIGHT HAND LAND OF AN INTERSTATE DURING RUSH HOUR TRAFFIC in the dark. Not wanting to have my children getting out of the van on a busy interstate at rush hour with NO SHOULDER due to construction on the road, in the darkness, the traffic, the speed of the traffic, I instructed my children to remain QUIET, BE sure to SIT UP STRAIGHT AND BE SURE SEAT BELTS WERE ON GOOD because I was afraid we would be struck by a car coming down 95 during rush hour and the VAN HAD NO POWER, so we sat HELPLESS. I immediately called the 24 hour service that was in the van for Enterprise, I was asked WHY I was CALLING THEM, to call 911, not their problem………..We then called 911 and another person in the van was calling AAA to see if we could get SOMEONE to come out and help us quick before we were KILLED. 911 told me to call AAA, my reply to her was that we were doing so, HOWEVER, MY CHILDREN ARE SITTING IN A 15 PASSENGER VAN with NO POWER in the MIDDLE OF A LANE DURING RUSH HOUR TRAFFIC, with NO shoulder due to construction and I would GREATLY APPRECIATE IT if they could SEND SOMEONE OUT TO PREVENT MY FAMILY FROM BEING KILLED. She connected me with PENNDOT (Pennsylavania Department of Transportation). We sat in silence in the van all praying that we would be safe, that we would not be hit by a truck or car coming down not seeing us there. Some trip and this is only 45 minutes or so into our so called wonderful family vacation.
PENNDOT did send a truck out. He actually had to bump the VAN about ¾ mile to a small shoulder just to get us OUT OF HARMS WAY. He explained his job was to ensure no lives were taken on 95 and he needed to get us MOVED off the highway. HE asked how we were able to even CONTROL THE VAN and NOT FLIP IT as it looked as though the ENTIRE WHEEL WELL had come off. (Ok so right here given that statement, your organization is informing us that in the short amount of time we had the van, the mileage that was on the van, what evidence does your organization show that would say WE WERE ABLE TO DO SUCH DAMAGE TO YOUR VEHICLE. We’ve asked for this and have been told that an investigation had be done, it’s our fault, we hit a “curb” and we must pay. Somehow seeing and hearing the reaction of the PENNDOT employees, I am questioning the investigation). We will be getting written information from 911 as well as PENNDOT regarding this call, and the driver who saved us, to help us with our case of “hitting a curb” and the damage that he claimed he saw on the van.
My children had to climb out the passenger window of the van as I would NOT ALLOW them to get out the driver side door as that would put them on the HIGHWAY in the right hand lane during rush hour……..the doors to get in and out of the van could NOT be open as we were right up against a guard rail. AAA came and took the van away and ENTERPRISE was to send us a NEW VAN. Oh and we were also shown on ABC, Channel 6 news, and had communicated with family members of the damage that the van had, and could not believe this had happened to us, but yet, we did not file a claim against Enterprise for allowing my family to rent a van that apparently (through your fault, manufacturer, or transportation fault) as we were just thankful to be alive and been able to come out of the bad situation physically unharmed. However, the emotional scars will remain, however, I have been dealing with that, and again, did NOT WANT to pursue going after Enterprise for anything, UNTIL NOW.
There were further complications with that as well, the van we originally rented and the one requested to replace the damaged van, would have the last row removed so we had room for bags, the replacement van sent from your organization completely ignored that wish and sent a van which seats could NOT be removed and we now were expected to put suitcases etc in a van, piled up so that we were not able to see out the back window, unacceptable, so once again a call was made informing your organization of the mix up. Keep in mind, we had to empty the van that broke down, take that luggage and put it into the WRONG van that was sent and told to drive to the Enterprise by the Philadelphia International Airport to “see” if they could get another van for us. We then had to drive that van down to the Enterprise by the Philadelphia Airport to exchange for another van. Please keep in mind, we were suppose to be on our way to our family vacation and now we are playing games with your organization to just get transportation, and to be honest your employees made me feel as thought WE WERE CAUSING THEM AN ISSUE, AS IF WE WERE ASKING TOO MUCH.
At the time we were waiting for a replacement van, I kept saying that I did NOT FEEL Enterprise understood the severity of our situation. You have NO IDEA how traumatic this experience was for me and my family. I was sitting in that van helpless with my 4 children there with me. The reaction at Enterprise was more of a so it broke down, take this van and be on your way……..We were never asked if we were ok, again the SEVERITY OF THIS SITUATION WAS NEVER ACKNOWLEDGED. We did not push your organization to “acknowledge anything” at the time because at this point, we are now at 10:30am and we are 5 hours BEHIND our initial START TIME, along with the mental exhaustion of it all and we wanted to get on with our family reunion; we had been looking forward to for months. We had set out to leave at 5:30am and at 10:30am we are now leaving Philadelphia, 5 hours BEHIND SCHEDULE, now shaken, questions asked as to Mom will this van get us to Disney, will this van break down too, will we be safe?!
The trip that we had dreamed did not exactly start out how we had hoped, but given the fact that family is everything to us, we were thankful that we were all safe and tried to put the horrid experience behind us. I will however tell you that to this day, when driving far, I too am jumpy when the road feels shaky, I immediately think it is my wheel. We are not the type of people that initiate any type of “law suite” for something that we felt was out of anyone’s hands. We felt that the van most likely had some type of defect in it (since it was newer), lose bolts, or something from factory that wasn’t right for the wheel to come off the way it was described to us from the Penndot Employee. We let it all go. Until a few months ago when we received a call from your organization stating the fact that we obviously hit a curb and broke the van and we would have to pay. That is about all the information we are able to get. When we ask about the damage and did anyone look at the time frame we had the van, mileage, the damage to the van, what would have actually caused the wheel to come off, we are told “Enterprise investigated” you owe us for the damaged van. I will be taking pictures of the double wide driveway the van was parked in, I will be taking pictures of the interstate we drove, and the roads, you will see, we did not take any joy rides in your vehicle that would have caused such damage. This was an issue on your end, I’m sorry, we were rented a bad vehicle and again, were willing to let it go until your team accused us of damaging this vehicle to a great degree, which we all know we did NOT.
I again am very sorry to bring this to your attention, however, this is unacceptable to me. My family was placed IN SERIOUS HARMS WAY, my children to this day STILL SPEAK of what could have happened, and will most likely be fearful of EVER renting a vehicle again, due to what happened to us that morning.
I do not thing we are being unreasonable to ask your organization to look into this matter, consider that the van was damaged maybe from the line, or in transportation to your facility, or maybe someone within your organization “hit a curb” prior to us getting the vehicle.
I have contacted an attorney over this matter at this point. I do feel as though we were placed in harms way, we were willing to overlook this until we were accused of damaging a vehicle that we did not even have in our possession for more than 24 hours (of which most of that time sat in a driveway).
I would appreciate your feedback regarding this situation since we are not able to get any feedback other than, to make this matter go away, we need your personal insurance. This is far more than insurance, seriously, my family was put in great harm on June 14, 2013 and as I mentioned, I was not going to pursue anything with Enterprise. But unfortunately, your company has left me no choice. Consider yourselves fortunate that I am able to write this letter to you, and it is not a letter concerning the deaths that came about due to a malfunction in that van which came through an investigation that the Philadelphia Policy Department would have done, because honestly, that is how serious this could have been.
I’m sure many people who rent your vehicles are careless with them, feel as though they do not have to take care of them as they are “rented” but you should also know that there are many people that do respect other’s property, that just simply rent a vehicle from your organization because they want to take a family trip. No disrespect of your vehicle took place on our part, but a tragedy was diverted and for that, regardless of all of this, I am thankful for in the end.
I do hope we can come to some understanding in all of this, as I do feel that there was some type of malfunction that happened with the vehicle that we rented, but I truly do not feel as though we should have to pay for any damage of that vehicle, people in my work who were texting me while they saw me sitting helpless on a highway were saying that I should be sure to get a FREE VAN RIDE to FLORIDA after all of this happened. Instead, you come after us for a 500.00 fine, but according to your customer service, it’s not like we are paying that, our insurance does, so let’s make it go away, just give the insurance information. Sorry, I cannot do that at this time, I do hope you understand where I stand on all of this.
Truly unsatisfied customer and greatly disappointed in your service,
Kathleen Chalmers
WOW!! The customer service with this company has really gone to crap. No one cares about the customer anymore. I reserved a car that stated plainly on the confirmation ” Acceptable Debit or Credit Card in the driver’s name”. I get to the office and they tell me I need a pay-stub or utility bill in order to use my debit card. Who carries that with them? No one, even at the corporate office was willing to to help me get a car. I had a surprise get away with my wife that was ruined. I guess I’m the one who was surprised. I will never use enterprise again. Worst company ever.
Just finished reading an article about a new push towards enhanced gun control laws and see your company will no longer support he NRA. As you should know the NRA supports 2nd Amendment rights for all Americans. I use Enterprise exclusively and as a result of your new political statement against gun rights I will no longer use Enterprise.
It is disheartening to see corporate entities get involved in such matters. The proposed enhance background laws will do nothing but give the government a method of tracking lawful gun owners which I am opposed to and do nothing to improve safety.
Gun control doesn’t work. The city of Chicago is the poster child for this type of legislation and look at their record.
Again, I will not use your company as a result of your political activism.
Mike Brawner