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. 
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.
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