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Medford Oregon Location Will Not Have a Car Waiting for You as Promised.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MEDFORD, OREGON -- Enterprise Review - My husband and I reserved a rental car from Enterprise on April 19, 2016 to be picked up on June 21, 2016 at 11:00 in Medford, Oregon. A Toyota Corolla or similar. We were driven to Enterprise by a relative on June 21, 2016 and arrived at Enterprise at 12:15 to pick up the rental. Derek ** printed up the rental agreement and said it would be a little while as they were getting a car ready. We waited awhile and were then told it could be an hour or more as there was another customer ahead of us. I asked if there was even a car at the location and was told no.

The relative had an appointment and I asked if they could deliver a car to our Hotel in Ashland (we would get a ride to the Hotel with the relative). I told Derek they had made inconvenient for us and that was the least they could do. When you make a reservation, that's what it means. Reserve. Derek acted like it was no big deal and so did Mike the Manager. Derek said no and I told him to void the contract and I would go back to the Airport and get a car from Budget. Derek then said, yes he would. I said we needed the car by 4 O'clock as we had plans to go to a concert. Derek said that would be ok. We were driven to the hotel and waited until 4:30 and still no car.

I called Derek and he said he had been at the Hotel to deliver it and we weren't there. I said no way as we had been waiting outside our room the entire time. I said, "Why didn't you call as you had my number" and he didn't have an answer. I said, "We are going to have to rely on a cab to get us to the concert on time." Derek then said he would deliver it at 8 o'clock the next morning. No car came at 8 o'clock and I called him and left a message. I then received a call from Mike the Manager saying Derek had the day off. Mike said he would send a car and tried to cover up for Derek. Mike delivered a Ford Fiesta after 9 O'clock.

We then proceeded out of town and my husband says it smells like dog. I took a picture showing white hairs. We rolled the windows down and air it out for awhile. The whole process was frustrating and not how we wanted to start our vacation. It was upsetting to our relatives who had to go out of their way to accommodate us. Derek should be reprimanded as lying shouldn't be tolerated and not following through with an agreement. We were given a credit as we hadn't received it in time and were told the actual bill would be $200.00. The actual charge to my account was $250.00.

I have used Enterprise before and never a problem. I heard from others this branch always promises and never delivers. I hope this doesn't happen to other upcoming vacationers as you don't need the distractions when traveling.

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False Claim for Damages I Did Not Cause
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ANNAPOLIS, MARYLAND -- Run away as fast as you can - and make sure you keep running. I rented a car from these "professionals" and treated it like my own. The car was driven carefully and garaged while in my care. When I returned it I was treated to the old hail damage scam. Very tiny (and I do mean "very") dimples in the top of the car was presented to me as my responsibility; anyone could easily miss this on a walk-around inspection. I pointed out that I could easily prove: a) there were no hailstorms anywhere near the vicinity where the car was driven; and b) the car was under cover when parked.

No matter... within minutes (while I was walking out of the door) they filed a claim with my insurance company. About 2 hours AFTER the claim was filed the manager called me to remind me I had signed a contract in which an Act of God was my liability. What to do, what to do? Well, first I cancelled my company's contract with Enterprise; I have this thing about withholding rewards from scammers. Second, I did a little Googling ("Enterprise hail scam" - you'll very quickly see what I mean) to reveal the pattern and establish a basis for future claims.

Third, I called the National Climatic Data Center and requested a certified timeline of weather events in the region where the car traveled (the NCDC is a group of super people and their reports are both very detailed and viewed as expert evidence during litigation). Fourth, I penned a cordial letter to the President and COO of Enterprise, asking to take a hard look at some of the activities in this office - I made sure to include the names and details of the people I dealt with. The COO promotes a "do the right thing" policy. I called my insurance company to alert them to expect a claim from Enterprise.

Though the Office Manager promised to hold back any claim before 'his boss' had a chance to speak with me, in fact they had immediately filed a claim and my agent already had it in her hand. Does that sound like a company trying to honestly get to the bottom of things and find out the facts before acting? Well, by now you've Googled and already know the answer. Since apparently this pattern is widespread within Enterprise the problem might be a corporate policy of revenue generation, or it could just be a couple of grubby local managers trying to pump up the books - if the latter Enterprise corporate needs to know so the problem can be redressed.

In any large company it can be very hard to control satellite offices - that's a COO's responsibility and they deserve a chance to correct things. I take full responsibility for any damage I cause to a vehicle I rent, and I do everything I can to take care of a rental car in my possession. But I fiercely defend against a wrong and encourage everyone to do the same. If Enterprise fails to quickly withdraw this claim I will be sure the full record is made available.

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BAAAAD
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HERMISTON, OREGON -- OK. I labored through this whole trip once already and just as I was about to put the finishing touches on my review my cell battery died. Bummer. BUT I will labor through this whole journey again because IMHO it's worth telling.

This involves two Enterprise car rental locations. The first is located in Hermiston, Oregon and is the only car rental there. I called the Hermiston Enterprise to rent or reserve the next available car on November 23, 2016. I was informed there were no cars. Thanksgiving, the 24th. Understandable. I asked to reserve a car on Friday November 25th, the day after Thanksgiving. I was informed they would be closed Friday and through the weekend??? I asked to reserve a car for Monday, November 28th. He said to just call on Monday??? WHAT do they do there? My guess is as little as possible.

Pasco, Washington airport was the next closest Enterprise car rental. I reserved a car with Enterprise through Expedia. (Expedia could find Enterprise rental cars available that Enterprise couldn't find). The reservation was for Saturday, November 26th. I didn't realize until I got home Expedia charged me $20 for this torture. So at this point I must rent a motel room in Hermiston, Oregon for two extra days and pay an $80 taxi fare to get to a rental car at the Pasco, Washington airport.

I arrived at the Pasco airport and approached the Enterprise car rental desk. The young man at the computer couldn't find my reservation number so a young woman came over to help. She was a cold, rude, and obviously unhappy person. Red flag. We finally got through the initial 'fill in the blanks on my computer screen'. I pulled out my VISA debit card to pay the $179 and change to rent the car.

The icy young woman informed me at this point they could only take credit cards. Something I banned from my life by choice. I told her I had never had a problem renting a car with my debit card before. She then asked me if I had a friend or family member who had a credit card? This was delivered as if I were a bum with a tin can spare changing while simultaneously bumming a cigarette.

I moved down the counter to the Avis/Budget area. The Avis representative was polite and tried to be helpful. Yes, they took debit cards. Yes, they had a car available. Yay! BUT it would cost $400 for a mid-size vehicle, one way to Mt. Vernon, WA. A 380 mile trip and 24 hours, $400. Wow!!! Apparently, one-way costs more.

So, I had lunch at the airport I was now stuck in and reviewed my 'options'. I even checked to see what the airlines had. Nada. I went outside and sat in the sun for an hour or so thinking or not. I came to the conclusion humanity treated one another horribly and the almighty bottom line wins, hands down. So, I mentally prepared myself to rent a car from Avis to the tune of $400 for a one-way, 380 mile, 24 hour trip.

I returned to the Avis car rental desk. The representative looked up the car rental for me and lo and behold!! It would now cost me $179 and change to rent a car. No explanation seemed to be available for this drop in price. Within half an hour I was in a mid size rental car headed for the saneness and sanctity of my home.

I predict Enterprise Rent-A-Car will eventually go out of business or more likely be bought out by a company that knows how to do business. Wouldn't a car rental business WANT to be open with vehicles available during the holidays? I suggest in the meantime that Enterprise does something for the rude, unhappy, lethargic reps they employ. I will never use Enterprise again. I will hitchhike first.

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Awful Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GLENWOOD SPRINGS, COLORADO -- My car been hit by a truck and I have to rent a car from Enterprise in Glenwood Springs, CO. The most awful experience of my life (and it's not over yet!). It was unethical sale from the beginning by Fred (damage waiver is optional!!!) After that my card was unauthorised charged Friday afternoon and put my balance to negative over weekend if I didn't find out about it by accident.

I explained situations to the banker and she called Fred on my behalf. He admitted that card was charged without notice and made offensive remark about "language barrier". When banker said that they stop charge he snapped (on taped company line!) and I quote : "I WILL RIPPED HER (me) OUT OF THE CAR!!!" and hung up! It was four days how I return rental car but there is no refund from unauthorised charge and no response for complaint that I filed!

Company Response 11/02/2016:

O. We've noted your comments and we would like to have the opportunity to look into your billing concern for you. Please send us a detailed email to care@enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161102-003489 in the subject line. We look forward to hearing from you.
Regards,
Carol H.

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Enterprise left me stranded
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAUREL, MARYLAND -- I had urgent need of a rental car as my car will be in the shop for several days. I tried calling the closest Enterprise office but never could get through. I then called the main Enterprise toll-free number and made a reservation, gave the representative all of my information, and arranged for pickup. She assured me that everything was arranged and that I would hear from someone when they were on their way. This was about 2:30 in the afternoon.

After an hour or so went by, I started trying to call the local office again. I waited on hold listening to the ads and the occasional "Please hold - someone will be with you shortly" type message until eventually it told me that it couldn't get me through right now, "Try again later" and hung up on me. Did this a few times. No one ever answered at the Laurel location. I called the main toll-free number and explained the situation and was told that there was nothing they could do and that I needed to call the local office. It was now a bit after 4:30 and I was getting worried.

I tried the Laurel office again a couple of times and someone finally picked up the phone. He then asked if he could put me on hold. A few minutes later, he returned to the line and I explained that I had made a reservation a couple of hours ago and was waiting for pickup. First he said they were really busy, then he said we weren't in their pickup area. He claimed that the Jessup office was the location that would do pickups to where our offices are located.

I then called Jessup. They were very nice and apologetic but said that they were not the correct office and it made no sense to say that it would be them when they were much farther away. They eventually got through to the Laurel office but really couldn't do anything about the situation. It was now about 5:40 and, even if I could have found someone at work to give me a ride somewhere, all the relatively nearby rental car agencies would be closed.

So I still have no rental car and am still at work the next morning. I suppose it could have been worse but this is not the kind of service I expect from anywhere but especially not when you may be putting your customers in a dangerous situation.

Company Response 06/29/2016:

Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, contact information (including a phone number) and any rental agreement numbers. Also reference #160629-003447 in the subject. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car

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Worst Experience at SD Los Cabos Airport Location
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

For reference, I have rented cars in Cabo for over 5 years. Each experience had it's challenges, some better than others but this one was by far the worst. I think there's a common perception that you are getting swindled when you rent a car in Cabo and these guys truly make that perception a reality. Very disappointed in my experience with Enterprise at the Cabo Airport. I booked a minivan for my family but was given a much smaller Jeep. It was like an episode of Seinfeld where they knew how to take my reservation but they didn't know how to keep the reservation. I spend almost a hour telling them I didn't want a small discount on the Jeep, I just wanted the more expensive minivan that I had reserved. I was willing to pay more for the minivan as I wanted the extra space, hence, why I made the minivan reservation in the first place. They finally told me to take the Jeep to the hotel and they would drop a minivan off at the hotel the next day. Needless to say, that never happened. They just said that to get me on my way. I should also mention that the mandatory insurance that I accepted was listed as "Upsell" when I asked to review the numbers on their computer screen. Upon returning the car, they ended up giving me a small discount. It wasn't anything to repair the terrible experience. My fault for not taking a closer look at the final bill as I was focused on getting to the airport and getting my family through security but they actually charged me a late fee though I was not late! I confirmed times on the rental agreement and the drop off time was not late. The small discount they gave me was recaptured by the staff by charging me a late fee! As my family and I were waiting for the airport shuttle, I could overhear multiple families complaining and dropping "F-bombs" and saying "I don't trust these guys at all!" I'm a big believer in online reviews and the power of the collective people. Over 99% of my online reviews are very positive (4-5 stars). This is my first 1-star review and I must say that Enterprise at the Cabo Airport earned it.

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Claiming Vehicle Damage Not Caused by Me, and Refusing to Provide Me With Any Details of Their Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONTARIO, CALIFORNIA -- I recently rented a car from Enterprise Rent-A-Car at their Ontario Airport in California. I was pleasantly surprised at how easy the check-in procedure was and how quickly I was led onto the lot to pick up the vehicle. I did the usual walk-around of the vehicle with an employee, and other than some very minor scratches, the car was undamaged.

When I brought the vehicle back, a nice young man received it. There was no mention of any damage to the vehicle (because there was none) and after exchanging a few pleasantries with the employee, I left the rental yard. Shortly afterwards, I received two emails from Enterprise thanking me for my business and encouraging me to write a social review on Google and/or Facebook. There was no mention in these emails of any damage done to the car.

Two weeks later, I received a letter in the mail from the Damage Recovery Unit of Enterprise claiming the car suffered damage to it during the time I had rented it. There was absolutely no specific information given as to what the damage was, but the letter requested I submit my insurance information to Enterprise to take care of the claim. I was very upset at getting the letter, as I knew with certainty that there was no damage done to the car while it was in my control.

My experience with Enterprise went from great to disgusting. I responded to the email address given in their letter, in which I vehemently denied that I had done any damage to their vehicle. I asked for specific information from them as to what the alleged damage is, and how claim amount. I have not heard back from Enterprise with answers to these questions, but I did get another letter from them with the same statement that damage was done to their vehicle and requesting my insurance information.

I think it's very sad that Enterprise's business tactics reflects poorly on the employees. They were all very nice, but now I just have a bad feeling about the whole company. I plan on fighting this claim any way I can. If anyone else had a similar experience or can offer any advice on how to proceed, I would welcome your help.

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Charged for Damages I Did Not Incur
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- After having my car totaled early last year, my insurance company arranged a rental car through Enterprise Rentals. What a nightmare. I was charged over $500 in damages that were not there or caused by myself. I did not notice any hail damage or damages otherwise to this vehicle after the hailstorm on April 12th, nor did anyone else, including the Enterprise employee that took my car in on April 20th. I was not given a copy of the turn-in inspection when I turned the vehicle in and repeated request after this claim was presented have been denied.

Additionally, after turning in the rental car, I returned to Enterprise after receiving a call from the individual that took in the rental, to pick up some belongings I had left behind in the trunk and again there was no mention of damage. After the claim was presented to me, I was not afforded the opportunity to inspect the claimed damages. Furthermore, from the pictures that were sent to me I can see no hail or other damage.

Given that there was an additional hail storm that occurred after I turned in the car (April 25th) and that thousands of cars were damaged in these storms, I feel there may have been a mix up. I know and have several witnesses that will attest to the fact that the rental car I had sustained no hail damage from the storm of April 12, 2016.

Today I received a letter from a collection agency Enterprise enlisted to collect. I called my insurance company USAA who said they paid whatever was above my deductible because they had so many claims from the hail storm and decided to go with the Enterprise's decision without asking for turn-in or investigating further. Seeking justice in San Antonio.

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The most horrible rental car agency in the world
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ENCINO, CALIFORNIA -- The Encino office is absolutely the worst one in the world. I have been renting a car for a few months now since my car died, spending a few thousand dollars, and the people working there...well brain dead! I specifically had the customer service representative write on my account to not use a certain credit card without reaching me by phone and now twice they have, without my permission, taken money out of this card. Horrible place with obviously no customer service skills at all! Cannot wait until I can buy a car and be rid of them! Maybe other locations are OK, but not this one!

So the latest issue with Enterprise is that I had over 2,000 points in my Plus account and for over two weeks, from July 29 to August 15, I could not access my account to reset my password and this costed me more money instead of getting free days. To make matters worse, I called 14 times and spoke to 12 different morons in the Plus department and every time I was given a different answer as to why and no one responded to me until today and their answer was so pathetic. They didn't address any of my frustration and offered no compensation for the days that I had to pay instead of getting free days. I had decided and told the district manager that I wasn't paying anymore until I got the right resolution to this matter. As I had already filed a complaint with the Better Business Bureau, as usual no one from the corporate office has bothered to respond either. I have never seen such an f'd up company in my whole life and now I haven't gotten my resolve but they now have their car in possession. Interesting how customer service works these days. This company, on the whole, is one of those corporate giants that doesn't really know the first thing about customer service, but only to rip people off for their own satisfaction. I had spent several thousand dollars over the last few months and this is how these sad people treat customers. I will be leaving my complaint up where the world can see it so they do not rent from these crooks.

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A Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LYNCHBURG, VIRGINIA -- My insurance carrier made rental arrangements for me through Enterprise. I picked up my rental on what turned out to be a busy Monday afternoon for their office. Did a quick walk around a wet/air drying vehicle for dents and scratches bigger than a quarter per the rental agent. There was a nick at the top right corner of the windshield that was not documented. All is well the first week with the vehicle.

Warm weather moves into the area and a crack develops in the windshield. Take the car back to the Enterprise office, they do a damage claim and ask for my insurance information. I question the rental agent about the process. He says "someone will contact you by phone and you can dispute the damage." Okay... So they place me in another rental. I have to ask them to perform the walk around to note damage. The vehicle I was given was filthy (looked as if someone had spit on the window) and smelled like someone's dog had been living in the car.

Since I was unsure of when my vehicle would be fixed, I decided to return the vehicle the next day. Went to the Enterprise office. Was told no vehicles, come back at 5:00; sure. Made a return trip to the office and they placed me in another rental vehicle. Mind you the interior of this vehicle was just as bad. At this point I conceded. Received a letter in the mail from the Damage Recovery Unit of Enterprise requesting I file a claim on my insurance for the windshield.

I call the number listed and after two transfers I am told they don't have an estimate for the windshield. Excuse me, it's a windshield. How complicated is it to get an estimate for a windshield. Representatives says "I see it is just windshield damage so it's no big deal." What! It's a big deal to me since they are demanding I pay it or file with my insurance. "Oh, I understand someone will call you by next week." Really! I want this nightmare to be over.

Got a call from the local office this morning. Enterprise Agent says "we want to charge the card on file for the damage waiver," my response "I still have the rental vehicle". Her response "we just want to take care of the current charges". Fine, I give up. (I took out the damage waiver after the issue with the windshield, didn't want any additional headaches). Enterprise is about to screw me out of a lot of money.

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Enterprise Rent-A-Car Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 126 ratings and
397 reviews & complaints.
Contact Information:
Enterprise Rent-A-Car
600 Corporate Park Dr
St Louis, MO 63105
314-512-5000 (ph)
www.enterprise.com
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