Enterprise Rent-A-Car

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Charged For Damage I Did Not Cause
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- I had the misfortune to have to rent a car from Enterprise last April. I left my car at a local collision repair shop in Houston after someone hit my car from behind. I was taken down the street to an Enterprise Car Rental on the Southwest Freeway. The only car available was a red Nissan Cube.

I stood with the agent and inspected the car. It was my first time to ever rent a car since I was only 21 at the time. There was some bodily damage on the passengers side and I took pictures and asked the agent to document it. Never, in a hundred years did I ever think to check the undercarriage of the car.

I drove the car to college and stayed there for about 3 hours and proceeded to drive across town. I was driving through a neighborhood and slammed on my brakes quickly because I saw a stop sign I had almost missed. When I did, both wheels bent in the wheel well enough to make the car undriveable.

My first thought was to call AAA since I had never had a rental car towed, but I ended up calling the agent. The agent told me where to have the car towed. When the AAA tow truck showed up, he said he was unable to tow the car there because it was supposed to be an Enterprise tow. After calling the agent again, he finally gave me a 1-800 number that I called. I eventually had to speak with 3 different people before Enterprise sent a two truck out.

When the two truck driver was loading the car on the truck he examined the undercarriage of the vehicle and said that there was no way that slamming on the brakes could have cause the damage. The frame was bent. Chances were that there was already damage and slamming on the brakes rendered the car undriveable.

The car was towed and I heard nothing from Enterprise until one day they sent me a bill for $443. I called them to tell them there was no way I could have done that much damage with my brakes. They really didn't care and told me that the damage had been done while the car was in my possession so I had to pay for all damages.

Since I knew the undercarriage of the car had not been inspected when I rented, I knew my arguments would most likely not be taken seriously. I negotiated a payment plan with the Enterprises Recovery Expert.

The first month I was unable to pay all the money I had agree to, the recovery specialist called me and yelled at me. He turned my account over to a collections agency, which is where it is now.

Basically, since I cannot prove that I did not cause the damage, my credit is ruined. I am still paying on the balance, but the advice I can give to everyone is to always inspect the undercarriage of the car before renting so something like this does not happen to you.
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trmn8r on 10/07/2012:
Mmmm. Yes, unseen damage can be a rare problem with a rental car. One would think that damage that would result in an incident such as you describe would be so serious that it would have been evident in the "feel" of the car.

I'd like to say that the "good news" is the bill was only $443, because that is fairly reasonable. However, getting sent to collections is a big deal and the outcome was really bad.
Unfortunately, it isn't really practical for the consumer to check the undercarriage to much of a degree without putting a car on a lift.
ok4now on 10/08/2012:
Last winter my wife's legally parked unattended auto took a $9000 hit from a soccer mom on her cell phone. Fast forward. Enterprise supply's the rental. Just after a major snow storm the car was not cleaned, covered with heavy road salt. It was so bad you couldn't even tell what color it was. They do the cursory walk-around inspection and off we go. Upon return I purposely left the car filthy dirty because that is how they delivered it. Now two employees are on their hands and knees with flashlights inspecting the body and undercarriage for damage. Hmmm.. Why wasn't this through inspection done when the car left? It passed without any problems. They were looking for an excuse to find damage but couldn't find one. Renter beware.
Enterprise cares on 10/08/2012:
Thank you for bringing this to our attention. We would like to look into this further. Please email Care[at]Alamo.com with your full name, the exact rental location and any other details.

When emailing, please list reference #121008-000412 in the subject line.

Social Monitoring Coordinator
Simuel on 11/02/2014:
My issue is with their customer service. Understandable that they are not responsible for anything left in a return vehicle. I live in Defiance OH, I returned my vehicle the middle of September and realized that I had left my business card holder in the drivers side door. I called and spoke with the agent and was told that they would check it out, talked to him again later and was told that he looked that it was not there so I felt maybe I was mistaken. I received a call with a voice mail later that day from the Hendersonville, TN location and was told by an Agent Kelly that they had the business card holder and that I could stop in and pick it up, well I called and was told due the fact that I live such a distance away that it would sent back to me, I waited two weeks then called and spoke with Kelly and was told that they did not have it, but I have her voice mail saved, called customer service got the run around, called many times after that even talked to resolution department all of which stated we will have a district manager call you to resolve the issue, well today we are in November and I have not heard from anyone. Therefore, my rating of their customer service is that it is deplorable.
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Drop off charges ????
Posted by on
RALEIGH, NORTH CAROLINA -- I recently rented a car from the Raleigh-Durham International Airport location. My husband and I flew into Raleigh-Durham and rented a vehicle from Enterprise to drive home. We had a lot of business to take care of and were going to be coming home with a lot of belongings so we decided to drive home. I have rented from Enterprise in the past and have always had a positive experience. This time it turned into a nightmare. I made the reservation online and even had a live online chat with a customer service representative. When we got to the Enterprise office in Raleigh, it was so crowded. There were people everywhere. By the time it was my turn to go up to the counter, it was such a rush and when they asked me if anyone else would be driving the vehicle and I said, yes, my husband, they only asked me for his driver’s license and didn’t need to see or talk to him. He was standing outside with all of our luggage. They just took my driver’s license, his license and my credit card and the woman who took care of me only asked me if I wanted a Sonata or a Taurus and then told me to come outside and get the car. We were rushed outside, she pulled the car up and handed me the keys. I asked her if she was going to inspect the vehicle before giving to us and she said “Oh yeah, it’s so busy here today, I almost forgot”. I also had to ask her to mark how much gas was in the vehicle because it was only ½ full.

The trip was fine but here is the really bad part. We drove back to New York and when I went to return the vehicle to my local Enterprise office, they looked at me like I had five heads. The Customer Service Representative told me that they do not accept cars from other branches. You cannot even imagine this ordeal. I have never had a problem like this with any other company I’ve rented from and have never heard of such a policy. The CSR then proceeded to call the Raleigh office and put me on the phone with a CSR there who was very rude to me and said that they do not do “one way rentals”. I never knew about this. When I made the reservation I clicked on “drop off at another location” and that was it. I never thought about this nor was I ever informed about this policy. Apparently though, if you rent from an Enterprise office, the vehicle must be returned to that office no matter where else you drive to. I was shocked. There was no way I would have ever rented the vehicle from them if I knew this. They said there was going to be this big drop off charge and when I told them no one had ever informed me about it, they said I should have known before I rented the vehicle. They then put me on the phone with a manager and he was also very rude to me. I explained that the day of the rental, I was rushed out and when they asked me if I would be driving anywhere else, I said yes and they never asked me where or anything. They give you unlimited mileage but you still have to drop the vehicle off at the location you rented it from. I was really both annoyed and shocked and frankly, very very nervous. Since the manager was rude to me, I asked him very sarcastically, “So, what if I drove to California, would I still need to drive the vehicle back to Raleigh”, he chuckled and said “yes” and then I said, “This is absurd, I can’t believe how this company operates” and with this awful rude tone he said to me “Then you should have rented with another company”. I couldn’t believe what I was hearing and then I got more annoyed and loud and he started saying they were going to charge me $2.00 per mile which would have come out to around $1,100.00 plus the rental, which was only $206.00 to begin with. I told him I didn’t have that kind of money and he started saying he’d have to pull someone from his office to come and pick up the vehicle and when I said, “Can’t someone just rent the car from there, he said they don’t share vehicles. I said “How was I supposed to know that?” and he said, “You should have asked”. Whoever heard of such a thing? He then said I should read my contract and I told him, “Are you kidding me, I was rushed out of there, I’m lucky I got my full name on the line”. So after this whole back and forth drama and the manager at the Enterprise office I was attempting to drop the vehicle off spoke to this guy in Raleigh, he gets back on the phone with me and tells me that “he doesn’t normally do this for anyone and can get in big trouble but he’ll do me a big favor and ONLY charge me $550 plus the rental”. Now I only had $500.00 to go on my credit card, they took a $200.00 hold and the rental was $206.00 so I thought I was covered for the initial rental and told this person that I did not have enough to pay for it and he told me to “Figure it out”. I then got very frustrated and the manager where I was taken the phone from me and was trying to work something out. He took the keys and said he was working it out and was going to check out the vehicle to make sure there were no damages (which there were none) and that I had enough gas (which there was a full tank) and then told me everything was okay and that the Raleigh office would be contacting me to “negotiate” something.

I did not hear anything from them and kept trying to call and left several messages. When I checked my credit card online, I saw that there was no balance left and when I called the credit card company, they told me that the card was charged by Enterprise for $550.00 and when I told them I did not authorize the charge, they told me that I had to call Enterprise and that there was nothing they could do for me. I kept trying to call Enterprise, left more messages, sent emails and to no avail. Today I looked at my credit card statement online again and there was now a charge for $899.28!!!! I cannot figure this out. I am so upset and now I am going to be charged who knows what from my credit card company for going WAY over the limit. I finally had a chance to calm down and read the back of the contract and there is a part that says they can charge a drop off fee of $100.00 or $.50 per mile if the car is dropped off at another location, whichever is greater. So to the best of my estimation, at 550 miles charged at $.50 per mile, would come out to $275.00 and even if they add the $206.00 for the original rental that comes out to $681.00. What is the extra $218.28 for? I am so confused and keep calling to get them to send me a bill or an estimate, a breakdown of what they are charging me but I cannot get anyone’s assistance. This was just not a pleasant situation, there’s no way we would have rented this vehicle had I known any of this, I would have made other arrangements for sure and I know it is my responsibility to read this contract, but it’s a four page contract, in tiny little writing and it was such a rushed rental, I just don’t know what to do and how I am going to pay for this. Can you imagine a person wanting to go through this? Had I known any of it, I never would have bothered. Was I supposed to guess that this was their policy? Do I let them just get away with this? How do I know they won’t charge me more money again??? I am really very upset and need some guidance on this one.

I do not feel this was fair treatment and I was treated very rudely. Does anyone out there care about consumers? Are we all just to be made to bow down to these big companies and have to deal with whatever they dish out? Am I just another number? Someone, please help!

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Anonymous on 06/12/2007:
From Enterprise's web site -
FoggyOne on 06/12/2007:
It is extremely unusual to find a company that doesn't charge for large drop off fees. I used the Enterprise website and could not find any 'one way' rental except for what emt_c says above. And, when you do have a one-way rental with another company they need to know your destination, not that it is just one way.
*Brenda* on 06/12/2007:
Yep, it says it right on the page when you go to reserve a car.

One Way Requests

Generally, one way rentals are possible within a metropolitan area. Please consult with the Enterprise office to determine if a one way rental is possible.
Dedicated Reader on 06/12/2007:
You wrote, "I know it is my responsibility to read this contract." That sums up the problem.

Then, "Are we all just to be made to bow down to these big companies and have to deal with whatever they dish out?"

Yes, you do -- because you agreed to their terms when you signed the contract.
Ceese on 06/13/2007:
Wow!!! Okay to say that I was ballsy and flippant I think is a bit extreme. Naive may have been a better word to use but not ballsy or flippant. How was I being ballsy by renting a car and making a very honest mistake? That is ballsy to you? I didn't have the intention of causing myself so much grief, I mean give me a break. Where do you come from? You can clearly see that I had no idea about this and why don't they ask you these questions when you are renting? I was even told by a manager where I dropped the car off that this should have been explained to me before they even let me sign anything. Why is it so hard to imagine that you can rent a car and drop it off at another location from the SAME EXACT company? You can buy something from a store and return it at the same store in another location, can't you? I don't get it and think that some of your comments were a bit harsh. Everyone is entitled to their opinion but geez!

Also, one of the biggest car rental companies, Avis lets you do one way rentals, picking up from one location and dropping off at another. A friend of mine actually rented with them recently and dropped off in another state with no problem. I did not want to rent with them though because to return it where I live, I would have had to go much farther away from home and wind up taking transportation home afterward.

Hertz, another huge car rental company also lets you do this. Apparently, the jerk in Raleigh was right, I should have rented with someone else. I just know better for next time though. My whole point to posting my complaint was to vent and my despair over their lack of understanding and their rush right out of the gate to be totally rude to me. That was unwarranted. Then to lie to me and tell me what they were going to charge me, disregard my phone calls and charge me whatever they felt like was my actual issue. I thought this was very sneaky and let me tell you THAT WAS BALLSY!

So again, now explain to me how this was ballsy and flippant on my part? I don't understand how you guys were so shocked when other big companies have no problem with this and it is such a non-issue with them. What companies do you rent from?

Thanks for all that support fellow consumers!
markml on 07/03/2007:
I can definitely understand your frusteration and plight. And I do think that poor level of customer service should be unacceptable, but unfortunately it is not surprising for a rental car company.

However, to consider it from their perspective, the reason they wanted to charge you so much is because they now have the hassle of transporting the car back to Raleigh (I.e. they have to hire a driver to take it back, pay for the gas, and the car is not making money for them while it's not being rented). It probably would have been cheaper for you to drive the car back yourself and then take a bus home.

Also, certainly not all stores will accept a return from another location. The ones that have really large inventories and distribution systems (like Walmart probably) will, because they get huge shipments everyday, so even if someone bought all of one item at a store and returned it to another store, it wouldn't effect them that much.

This is obviously not true of car rental agencies, which can only have a small finite number of cars at every lot. When you return the Raleigh car somewhere else, that is one less car they have in the lot, because they probably don't get new cars delivered everyday.

I'm not sure how Avis and Hertz manage to do one-way rentals so easily, but my guess is that it is easier for them because they are much larger companies. Also, I think they generally charge much more than Enterprise for their rentals, so in some cases, the price of "one-way" is built-in to the rental fee.

Still, the customer service was very unacceptable. Thanks for the advice about Enterprise.
leopard on 07/13/2007:
I worked in the car rental for 3 years at Hertz, and I have a friend at enterprise. The reasons you can rent 1 way from Hertz, Avis, and a few other companies is because they are corporately owned. enterprise is different. Each branch is individual, and owned by that particular branch. They are permitted to share cars with other branches in the same metropolitan area. The reason the agent was so upset, is because now he has to fly an employee to New York to retrieve his property and endure large expenses for airline tickets and the cost of driving the car back to its home area. All of this expence which I'm sure will come to a lot more than the $900 you were charged will come directly off his bottom line. Car rental employees' pay comes mainly from profit after overhead. Because of this incident, this particular branch will probably not profit this quarter. Car rental offices are always run with only 3-5 employees per branch, and it sounds like this raleigh branch is in a very busy location. so for your failure to read your contract or thoroughly read the website, you are taking an employee away for up to 2-3 days to retrieve your car. Next time, take your time, even if it is busy to fully understatnd your contract, and read it completely before you leave the area.
mcm on 02/12/2008:
The same thing happened to me; I made the reservation online for a van in San Francisco, and called to confirm; when asked where I was going, I said "moving to Portland".. no one said "you can't drop off the vehicle there!"
They were shocked when I returned the van. It would NEVER have occurred to me that they do not do one-way rentals. My rental time period would have been close to physically impossible; I would've had to drive to Portland, then automatically turn back around to drop off the van in SF again, making no stops for gas!! If it's such an issue getting a vehicle back, common sense would suggest that they'd ask where I intended to return the van.

Now they want to charge me over a $1000; I'm disputing the charges on my card and having them removed, and fighting it as much as I can.

I'm taking the issue to a local news show as well; I won't pay more than was originally quoted to me without a fight. If I made a mistake by missing the fine print in the contract, then so did they, by not asking where I would return the vehicle. They need to own up to their unclear reservation policies and unhelpful, clueless customer service.
michigan-mom on 09/23/2008:
I feel bad for you, but be glad it was not HERTZ!

I had a 35 DAY one way rental from HERTZ.

My personal car burned so I had to wait on the insurance co. I returned the car and had the same problem with returning it. Prior to dropping off the car I had talked to the HERTZ Corporate Office and the Alpena MI location where I rented the car from to clear the drop off and still had the same problem. I requested they send me a bill when they had it figured out and never received one. I had used my Debit card to secure the car so they attempted to run the charge through my checking account sending everything flying.

TOTAL CHARGE FOR 35 DAYS @ $129.00 per day

Their web page says: Competitive rates with no separate Drop-Off Fees.

I could have bought the car for that.
COUNT YOUR BLESSINGS! no matter how small
Gwen on 08/13/2012:
I feel for you. I agree they should have taken the time and explain that to you. I'm going one way but returning to an airport but I had to do it by phone. The local place was going to charge me for one way. This saved me $50.00. I haven't pick up the car yet but I can't wait til I show them my reservation. They also put ahold on your bank account of $150.00 til you return the car. It's very confusing but you would think that they would have explain it to you. They did to me and then I decided to call the main company. You can take it to any airport free of charge.
Tony on 05/23/2013:
I have rented twice from Enterprise in the last few months with both being one way rentals and I had no problems. First rental I needed a car because mine was totaled in an accident - I rented in San Jose and dropped in Monterey. They told me there would be a $75 drop fee, but they forgot to put in the computer, so when I dropped off, I wasn't charged. Second rental was to move from Monterey, CA to SLC, UT. I reserved online the one way rental and then called to confirm the pricing and policy on miles. My quoted rental price included the mileage and drop fee in the rate (no extras). When I dropped in Utah, I had no problems. I have had nothing but great experiences with Enterprise. (I do book through USAA, though for a member discount - don't know if that makes a difference?)
aw on 06/14/2013:
I accept one ways everyday. I cannot always send them out if I am short on cars. we do NOT go retrieve the cars back, we just lose them and the income until we get one to replace it. I am ALWAYS upfront about charges and am sorry you had a bad experience, the pros of this company outweigh the cons and most of the cons are things the customers never see!
Larry Amitin on 07/30/2013:
If there is a problem with a company charging you an unfair amount, most credit card companies will remove the charge pending an investigation. I hope this helps you.
Jack on 09/24/2013:
It's very easy. It's your responsibility to ask these important questions and not just assume regardless of how simple it may sound. If you had asked and been told something difference you may have something. You didn't ask and didn't read the contract - that's solely your fault. Be responsible -you're an adult. If everyone posting here is saying its your bad then stop and take a look at it with an honest eye.. You messed up. Deal with it. We all make mistakes time to get over it
Peter on 03/21/2014:
I know this is written long after the original review but here is my experience. I rented from Enterprise with a pickup at an airport and drop off in my home city. It is very clear on the website that you must enter the location where you are dropping the car off, not just click a box saying your will not be returning it to the pickup location. The website even shows how much the dropoff fee will be, mine was $25. But I've tried to rent one-way from other airports to other cities and the dropoff fees were hundreds of dollars I think the problem started when you didn't understand the website, everything after that just snowballed into a huge frustration. Also, I rented one-way (airport-to-home city) online, when I got to the airport I thought I might get a better deal and was told they don't rent oneway, so they pulled up my reservation and waa-laa, one-way.
Dustin on 06/18/2014:
Same thing happened here. Returned a car, then they told me I had added charges that were originally waived (and put in the agreement that I signed) but they wouldn't reverse them at all. They said and I quote "nobody is in office to over ride something like this," yet something came up where I had to pay even more fee's and the lady called somebody right away to ask about over riding the system for it! What?

Why is it legal for them to alter the "contract" that I signed only if it is in their favor?

I had a 300 dollar week rental, after an hour in the office discussing why they are not competent enough to remove the fee's I ended up with a bill of 900 dollars! That is absolutely insane!
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Left Without a Car
Posted by on
Rating: 1/51
ALBANY, NEW YORK -- I am writing this letter to share my most recent experience with Enterprise. It is this experience that I can honestly say has ensured that neither my wife nor I will ever consider doing business with Enterprise again.

Planning for an upcoming business trip I booked a hotel and car rental with Expedia. com, something I have done numerous times in the past without incident. This occasion seemed no different. I was able to book my reservations online, received confirmation e-mails from both Expedia and Enterprise verifying the reservations.
My confirmation from Expedia stated that all I would need to rent the car was a print out of my confirmation, valid driver’s license and credit card. Since I do not have a credit card I called my bank to confirm that my VISA debit card would be an acceptable alternative. My bank reiterated to me that the VISA logo on the card meant that it could be used anywhere a VISA credit card was accepted.

I received a second confirmation, this one directly from Expedia. Out of habit I browsed through the terms and conditions, noting that a deposit would be required. Nothing seemed out of the ordinary. Having rented numerous cars in the past I had no reason to be concerned and thought that everything was in order.
However, when I showed up at the Albany Airport at 6:00am for my scheduled pick up, my wife and I found ourselves in a situation we did not expect. I was greeted by a young man whose attitude made it clear he did not wish to be there. The young man asked me for my information and I promptly supplied him with my confirmation e-mail, driver’s license and VISA debit card. No sooner did I hand the items to the young man he handed them back saying that Enterprise does not accept debit cards. When I stated that it had a VISA logo on it, he reluctantly took the debit card informing me that I he would have to run the card for a $250.00 deposit in addition to the rental car fee. Expecting this, I readily consented.

However, the customer service representative stood there with an air of expectancy. When I asked if he needed anything else he said that he was going to need additional proof of identity, proof of residence and my most recent paycheck stubs.
Both my wife and I were completely floored. We have rented from every car rental place in the Albany Airport, with this being our first time at Enterprise, and have never been asked to provide the documents requested today. This put us in a very precarious position since I was scheduled to be at my job for departure at 7:00am, it was already quarter after 6 and I was being asked to provide information that I did not have with me. Explaining that I did not have time to go home and get all the required paperwork the customer service representative stated that this was their policy and that this confusion was due to my using Expedia to book my reservation, since Expedia and Enterprise do not share the same terms and conditions surrounding their rental policies.

After looking in the car for any kind of document that might be acceptable my wife and I returned with several documents, including a previous electric bill – all of which the customer service representative had said was acceptable. I submitted the new set of paperwork to the young man, to which he promptly said that he could not rent me a vehicle since the bill I provided him showed a past due balance. I explained that it was an old bill and that it was all I had. The representative’s response was that we obviously did not have the credit to rent a car and by allowing us to rent a car he could lose his job.

After a half hour of trying to rent a car I had a reservation for, along with the required documents, payment and deposit, I was denied. I have never been so humiliated in public and by a complete stranger that I was trying to do business with before.
Due of this exchange I found myself running late to my job, therefore delaying other members of my party I was to travel with. I found myself out of time and without a car, forcing me to take the family vehicle so that I would still be able to attend my out of state business trip. By doing so, I had to leave my wife and our children without a car until Saturday morning. Even more worrisome, our oldest daughter is pregnant and due to have her baby any day. It was for this very reason that I did not wish to leave my family without a car.

My wife tried calling Enterprise to discuss the matter. She was told by a representative that the problem was that we did not read the itinerary, which states that we would have to call the location to see if they took debit cards, at which time they would have informed us about the additional documentation required to rent from their facility. We have both looked at my e-mail confirmation and it says no such thing. When my wife stated this the representative began to argue with her. My wife repeated that neither the company’s terms and conditions or policies stated any such thing on the website or in the e-mail. The customer service representative stated that the problem was using Expedia to book the reservation.

I find it interesting that out of the many, many times my wife and I have used Expedia we have never once had a problem until today. I have rented cars from various rental companies over the years and only Enterprise has provided such a blatantly rude, unnecessarily intrusive and humiliating experience. While Enterprise claims that Expedia is to blame for the “mix up” it was Enterprise that denied me a car rental because of Enterprise’s own policies – policies we were told prevent the company loss.

I would hope that the irony of this situation is not lost on Enterprise because it is Enterprise’s loss prevention policies have ensured the loss of any and all of our future business.
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Enterprise Cares on 06/19/2013:
We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to care@enterprise.com including the exact rental location information, your contact information, your rental agreement and any further information regarding your experience with us.

When emailing, please list Reference Number 130619-001011 in the subject line. We look forward to hearing from you.

Carol H.
Social Media
Enterprise Rent-A-Car
PEvar on 07/08/2014:
Enterprise is a terrible company to rent a car from. They have recently changed their policy but have neglected to communicate the details to current and new customers. I had a similar experience and was left without a car on a Friday afternoon, a week-end I had a wedding and baseball tournament. Employees are smartie pants ( I can't use the word I would like to use) and management is no better.
John costello on 12/16/2014:
There are four or five high end rental companies that rent for a price above the rest. The others pretend to rent for less but add anything possible to get the dollar value up to the other rental companies. It is probably in the best interest of the renter to stay away from those companies that are not familiar unless you already know that you have the insurance and a cell phone to direct you, etc.. Otherwise, they run the risk of having to write a negative review and ultimately being unhappy.
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Fraudulently Claimed Hail Damage to Vehicle.
Posted by on
Rating: 1/51
ARLINGTON, VIRGINIA -- For years, I have been a good customer of Enterprise Rent A Car. I fly into DC every month to see my girls who live in the DC area. This past time, I dealt with a young black man who seemed to have it in for me. He showed me an upgraded car (I have been VIP for years, so I am used to upgrades from Enterprise) and asked me if it was OK. I took a walk around the car and did not notice anything glaring about the condition of the vehicle. It was a Dodge crossover SUV type vehicle with just over 14K miles.

I kept the car for the six days, returning it at 4 am, as I had promised. Since nobody was there (at the Enterprise area of DCA), I left the car and went to catch my flight.

Two days later, I received a letter stating the vehicle had suffered "damage to the roof due to hail" and that I was responsible for 2300+ in damages. I called and said that I did not look on the very roof of the vehicle when I checked it out, since it is an SUV and I am a senior citizen and did not feel comfortable climbing up on the wheel well and looking at the top roof. After all, I had never thought to look at the top roof of any SUV I rented in the past.

Enterprise insisted that the car had been damaged whist in my possession, a finding that I found difficult, since I could not remember any hail coming down while I was in the DC area.

I went to the NOAA (National Oceanographic and Aerospace Agency) and looked up the storm reports for the week I had the car. There were no reports of hail within 300 miles of where I was. Since I had only driven the car for 225 miles, I figured this was proof positive that the care did NOT receive any hail damage whilst I had it in my possession. I even emailed the link to the NOAA to the claims people at Enterprise.

They continued to deny my claim that the vehicle was damaged before or after I had possession and insisted that I either have my insurance company (AAA) pay for the damage or that I pay for the damage myself.

I am very angry at the way I was treated. Even after I provided absolute PROOF that no hail had occurred while I was in possession (an impossibility), they continued to insist that I was responsible.

My take on this is that the young black radical who helped me had it in for me. I am a successful businessman and he had an attitude from the get go. I cannot prove he purposefully gave me a car he knew was damaged, but I feel I was set up.

Now...since I have not listed his name, I am not committing libel, but the real kicker is that even with POSITIVE PROOF from the main storm SCIENTIFIC center for the USA, Enterprise continued to claim the car had been damaged while in my possession.

My insurance company is going to pay the claim, minus my deductible, but the absolute crappy way I was treated has firmed up my resolve to NEVER again rent from Enterprise, or their sister companies, Alamo, or National. I spend about 6K a year on just my DC trips with them, but now...I just booked a six day rental with Hertz, my old car company, who for some reason, I quit using (I think Enterprise is cheaper, now I know why, jerks).

So, here you have it. An unscrupulous company claiming damages to a vehicle by a loyal customer, even after proof has been provided.

I almost thought about suing them, but finally, just decided to let my insurance pay and leave as many bad reviews for them as possible.

Caveat Emptor.
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Tezrien on 07/09/2012:
Even if the SUV was damaged by hail while you rented it I don't understand how Enterprise could hold you responsible for an act of God. Hopefully your insurance company will go after them for reimbursement of the claim plus your deductible.
trmn8r on 07/09/2012:
"My take on this is that the young black radical who helped me had it in for me."

There is suspicion on both sides here - Enterprise has hard evidence, you do not. The young man upgraded your car and asked if it was OK when you arrived, but after the fact you say he had an attitude and seemed to have it "in" for you. Was there an incident or undescribed behavior that occurred when you chose the car?

Is it possible that like other incidents where a renter is accused of doing damage that this was simply damage not previously noted by anyone? What makes you say that this young man is a "radical"?
Enterprise cares on 07/10/2012:
We’ve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location information, your contact information, your rental agreement number and damage claim or "DX" number and any further information regarding your experience with us.

When emailing, please list Reference Number 120710-001248 in the subject line. We look forward to hearing from you.

Enterprise Rent A Car
Nobody on 09/13/2012:
Who would pay for your own car if it were damaged by and "act of god"? The Church? The Pope? No, your insurance company would. It's clearly stated on your contract that the RENTER is responsible for any damage, their fault or not...including acts of god
KocH on 08/17/2013:
August 2013
I just had the same experience with Enterprise Car Rental, returned the car with a "no damage" review. Called by the rep who said the hail storm damaged the roof of the rented SUV and I would be receive a damage claim, when asked for a copy of the revised report the rude rep said we rent millions of cars per day and cannot give individual attention to one claim. It was a good experience until the call for the mystery damage from a hail storm in Minnesota.
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I'll Pass On The Next Enterprise Rental
Posted by on
GARLAND PLANO, TEXAS -- I originally rented from Enterprise in Plano..slightly less $$ than my original destination, Hertz. Major mistake. Only picked Plano Hertz as it’s close to my job, pulled into Enterprise because I rented there last year. The guy that rented me this year’s car allowed me to look it over before we rented because it was a very small car; it sufficed so we accepted it. On one side there was a major scrape to the quarter panel, 5" to 6” high by 3.5” wide(primer & plastic exposed), a scratch on the hood & a button hole dent on the driver door; all documented by AnDrew of the Plano Enterprise location, before I signed the contract. I also paid for insurance removing liability for damages upon returning the vehicle. I was assured there would be a slight reduction in my overall costs if I returned the vehicle early. After 2 full safe weeks, no incidents at all, with more gas in the tank than when I drove it off the lot, I drop the car off early early dark morning, car-washed & vacuumed! I go back a few hours later same morning to drop off the keys, finalize my contract. Lady named Monica asks if its the vehicle that was already there, as in, she saw it when she arrived for work; yes, I reply. After she does her walk around, she walks back inside, announces in front of a room full of people, "Did someone hit you?!, There's damages to this vehicle!" I inform the Lady - apparently in charge of the room - that the damages were there when I picked the vehicle up, to which she responds (to all), "Hold on I have to call about this(shaking my contract at me), I have to make sure, I mean the damage is bad! I see the little notes they made on the contract, but uhh, I mean, this damage is severe! I have to write a report!" So not only am I now embarrasssed by her comments like I'm on hold awaiting the rental car police, but now she's treating me like I have a reason to lie about the car I made sure I returned as I took it, in front of everyone! I wait until she's done with a majority of their customers, while I wait for the rental police, for her to call the Plano location to verify knowledge of these 'horrible damages'.., pre-existing, not of my doing at all, as already noted on the contract, but she has to make sure they're aware of it! She makes her call, I'm standing there listening along with other customers as she talks loudly about how bad the damages are,"I mean its bad, its scraped really bad, its actually dented, you can tell its been hit before!" When she's done with the call, after Plano relates they indeed are aware of the damage(s),she invites me to walk out back with her, contract in hand with the initialed notes, circles, etc. I explain what and why I ended up at their Plano location in the first place. She states she understands, she sees the notes, the initials, that I paid the insurance covering such, but can't believe they rented the vehicle to me in the condition it was in; then she looks at the out of state license plate...Kansas! Monica now states she needs to see if I still owe any kind of balance; of 12 to 15 people originally there when I arrived I’m 1 of 3 left; myself awaiting the State Troopers on the way to have me step into the back office! She tells me she sees they've already charged me for the full amount, but that she can't finalize the charges, they have to. Then its, "Okaaay, you're all done, that's it...that's it" Like I didn't hear her the first time. My accident report reads verbatim, "CUSTOMER RETURNED THE CAR WITHTDAMAGE TO THE PASSENGER SIDE REAR QUARTER. THERE IS A ALSO A SCRAPE ON THE FRONT BUMPER". I walk outside; call the Plano office intending to speak with the original guy, AnDrew, apparently not necessarily as high ranking as this Forest Ln Lady. Woman on the phone says, "he's out all week, can I help you?" I relate all the crap I just endured via the damages on the vehicle I did not create, she states she is aware, she was the one that just spoke with, "that manager". I ask her if there is a chance at minor reduction in charges as I returned the vehicle 4 hours early. She states no, the time for an early return allowance was yesterday, " I have customers waiting, can I call you back at the number you called from?" Yes, I reply..... She has not called me back, it is now 7:39 hours later.
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Skye on 11/28/2011:
I think it was dangerous to drop off the car first, then going back to return the keys later. You don't know what could have happened in between the time you dropped the vehicle off and the time you returned the keys.

It's best to return the vehicle and keys at the same time, do a walk around with an employee, to ensure there is no current damage you'll be blamed for.
onlooker on 11/29/2011:
might I suggest - taking a photo of the car, with the rental person in the photo - showing the damage and then you can confirm what you are saying. I've rented over 25 years with enterprise - no problems like yours with pre- existing damage. But for sure NEVER any discount when bringing cars back early - even when one was 'confirmed', 'guaranteed', or 'promised'.
I like the way she was protecting the company assets, but not the way she made you feel like a criminal.
clutzycook on 11/29/2011:
Don't you usually get a copy of the initial rental papers? Don't they have space to describe preexisting damage? I would have made sure I had that paper with me along with pictures taken at the time of the rental. But, than again, I would have been real hesitant to take a car with this much damage in the first place--for this very reason.
Enterprise cares on 12/04/2011:
Thank you for bringing this to our attention. I would like to address this situation. Please email care[at]enterprise.com with your contact info, the renting location, and any other details.

When emailing please list reference # 111204-001018 in the subject line.

-Amanda with Enterprise Rent-A-Car
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Enterprise is a scamming enterprise: Price and Damage Scam
Posted by on
FORT COLLINS, COLORADO -- Enterprise is a lying mess. This company is trying to rip me off with "hail damage" for pre-existing dents on their car and trying to charge additional for a car I rented. I rented the car on 7/5/11 after being injured from a rear ended accident on 7/1/11 and returned on 7/21/11. The first hail was 6/8/11 and second hail on 7/13/11. First Enterprise on College Avenue in Fort Collins tried to rent me a car with cracked windshield and failed to note it until I pointed out and tried to urge me to take it anyway, but I refused. They had me drive that same car to their Mulberry location in Fort Collins to do an exchange. Paper work was already filled out at the College location. The car I exchanged for was a mess inside and out. They only cleaned up a bit when I told them it wasn't acceptable. I waited while the agent took it to a $3 car wash. Not much improvement. The agent failed to note numerous damages I pointed out, such as scratches, bent license plate including the dents. I was told that if the damages are not shown through the paint to metal and not at least 4 inches there was no need to document them. I even reported warning light for "oil maintenance" and loosely latched gas tank while I had the car. I was told it was common and to keep driving it when I asked for an exchange. Because I was desperate to get back to work I reluctantly made the exchange. While the car was in my possession it was garaged at home and at work. It was garaged when it hailed on 7/13/11. I returned the car in the same condition as rented. I received a letter from Enterprise's "Damage Recovery Unit" trying to determine the cause of the dents being called as "hail damage". While I was in communication with this unit I received calls from Enterprise on College demanding and threatening to charge my credit card around $500 for "upgrade rental" and insurance deductible for repair of "hail damage". When I told the staff (Nicole and Kaitlin on College Avenue) that the dents were pre-existing and that the car was garaged Kaitlin hypothesis that perhaps a tree or branches fell on the car causing the dents if not by hail while I had it. I told her to stop fabricating lies to fit her demand. Now these two women weren't there when I made the exchange nor were they there when I pointed out the damages to the agent on the Mulberry location nor were they present when I dropped off the car at the Mulberry location. They are now in the picture to collect $$$. Jeremy, the agent whom I dropped off the car with at the Mulberry location didn't want to give me confirmation of the return. He reluctantly wrote, "Customer returned car on 7/21/11 at 5:00 pm" followed by his employee number with Enterprise. This company is scamming on people to get free repair for their pre-existing damages. I am appalled at their dishonesty and lies. I hope this message will reach many people and hope that they go elsewhere for rental or rent a friend's or family's car instead. I urge other victims of Enterprise to spread the word. Enterprise is a scamming Enterprise.
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Enterprise cares on 08/04/2011:
We are listening and I want to investigate the incident further. Please email care[at]enterprise.com with your contact information, rental agreement number, the damage claim number (if one was provided), and any further details. Please use "Incident 110804-004601" as the subject of the email so we can match it to your case file. (Rich)
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Posted by on
COLUMBIA, SOUTH CAROLINA -- September 10th, 2008, my daughter, a 21 year old nursing student at USC rented a car from Enterprise while her car was being repaired. She drove the rental 79 miles according to the Enterprise records. She and her roommate returned the rental at around 4:00 or 4:15 on September 11, 2008. The car was checked in and an Enterprise employee drove them to the repair shop (around 5 miles according to the Enterprise assistant manager) to pick up her car. The girls were driven to the repair shop in the car that was rented from Enterprise. (the roommate is willing to testify to this.) The Enterprise employee left the repair shop alone in the enterprise car that had been rented.

On September 17th, 2008 we were contacted by a man from the Loss Control Department. He insisted our daughter had damaged the underneath of the car she had rented and we were to contact our insurance company or pay for the damages. We, of course, were shocked at this belated news. He stated an employee started the car on September 11th after my daughter dropped the car off at the Enterprise office and the car overheated because of a damaged radiator. I called the store assistant manager, and he had a different story. He said leaking fluid was seen under the car. the store assistant manager was not clear when the leaking fluid was found. I did some more investigating.

I called the man from the Loss Control Department on September 18th, 2008, he told me the car was picked up by a tow truck the day my daughter returned the car which would have been September 11th, 2008. I tried to explain to him an Enterprise employee drove the car the last 10 or so miles, the last 5 of which he was in the car alone. If the car had a damaged radiator, from my investigation and according to the information the man from the Loss Control Department gave me, the car could not have been driven to the repair shop and back. He told me to have my daughter send a written dispute. She did.

A few days later, dated September 19th, 2008, we received a letter, an invoice from the body shop and the receipt for towing. I could not see how a car with that kind of damage could have been driven to the repair shop and back to Enterprise. So it seemed to us the damage had to have been done after the girls were dropped off at the repair shop. We ask the man from the Loss Control Department to investigate further.

We received a letter dated October 20th, 2008 from the Loss Control Department that stated “If and when we receive all documents in regards to your claim we will fully review them and contact you. Please be advised that this may take up to 60 days.” He never contacted us to send him any information we had collected. On October 23, 2008, the day after we received this letter, we received a call from the Loss Control Department. He had completed his investigation and expected payment.

When the man from the Loss Control Department contacted us on October 23rd, 2008 and we were told he had completed his investigation to its fullest extent and our dispute was reviewed fully and we had been found at fault. I asked again about the Enterprise employee driving the girls in the car my daughter had rented and his answer was “…from speaking to all involved parties I have been advised that that vehicle was not used to deliver her.” He never seemed to understand there were two girls in the car!

We did call our insurance company and turned this over to them when neither the man from the Loss Control Department nor anyone in his office would return our calls.

Here are the facts the man from the Loss Control Department missed:
When my daughter rented the car her rental agreement shows there were 20138 miles on the car. When she returned the car the receipt showed 79 miles had been driven. This matches the information that the store assistant manager gave me on the phone – 20217 miles on the car when my daughter returned it. When the car reached the body shop it had 20228 miles – that is 11 miles a car was driven that the man from the Loss Control Department said was not drivable and had to be towed that day. This extra 11 miles driven also matches closely to the number of miles the store assistant manager gave me on the phone, September 17th, 2008, as the distance from Enterprise to the repair shop and back to Enterprise. This is the miles the Enterprise driver drove the girls (in the car my daughter rented) to the repair shop and then drove alone back to Enterprise.
The man from the Loss Control Department told me the car was towed on the day it was returned. That would have been September 11th sometime after 4:45pm; according to the tow receipt the car was not towed until September 12th, at 12:50pm.

The first letter the man from the Loss Control Department sent states “When this vehicle was checked in, damage was noted to the radiator and engine.” When in fact, my daughters roommate was sitting in the car while the store manager and my daughter checked the car in and no damage was noted. Neither the trunk nor the engine was checked but, the car was drivable because then an Enterprise employee got in the car with the girls and they drove off the lot to the repair shop. At this point my daughter's roommate had not gotten out of the car.
If the man from the Loss Control Department had investigated our dispute “to its fullest extent” as he stated, why didn’t he know about the 11 extra miles? Why didn’t he know someone had to have driven the car that he stated was not drivable? Also, why didn’t he know when the car was towed? Why didn’t he know my daughters roommate was with her when she returned the car?
Other concerns I have…

…My daughter's receipt was falsified. Her receipt shows she returned the car on September 11th, 2008 at 2:02pm. She was in Clinical at the hospital until 3:30. After Clinical, she and her roommate left the hospital and, went back to their apartment. She and her roommate then drove the rental to Enterprise. They did not get to the Enterprise office until around 4:15pm. the store assistant manager was trying to help Kate out by reducing her excessive rental charges, but legally he cannot change her receipt to show a different time the rental car was returned. This document has to show the correct date and time of returning a rental car, especially when there is a possibility the customer may get accused of damages to a car. This information could have an influence on the outcome of an investigation.
…Why wouldn’t the store manager return my calls? He is the one the assistant manager said found the leaking fluids under the car.
…Why would the store manager and the assistant manager not tell the Loss Control Administrator, that an Enterprise employee drove the car that was rented?
…An employee of Enterprise and the store assistant manager told me the man from the Loss Control Department told them they were not to talk to me. All questions should be referred to the Loss Control Department. But after my last phone conservation with the man from the Loss Control Department on October 23, 2008, he would not return my calls. I left at least 3 messages for his superior, she never called me back. I have also left 3 messages for the store manager to call me – never heard from him. I have cell phone records to confirm this.

…We were sent a letter dated October 20th, stating an investigation may take 60 days. Then we get a phone call on October 23rd saying the man from the Loss Control Department had made his decision. (I want to know what evidence he uses to make his decision).

…A few days after my last conservation with the Loss Control Department my daughter started getting collection letters and phone calls from a collection service. We have informed them this has been turned over to our insurance company and our insurance company has told them to stop calling us. We have gotten calls from them every day this week.

I have told the man from the Loss Control Department every piece of information I have collected to help resolve this matter. I want the situation investigated in hopes another Enterprise customer will not have to go through the same thing. If my 21 year old college student daughter had to deal with this on her own, she could not have done it. I know now, our insurance company will investigate for us, but there is no way they could have known all the little pieces that proved our daughter did not do this. And would it have been worth an insurance company’s time?

I would encourage everyone who has had problems with Enterprise to contact their home office: Enterprise Rental Headquarters, 600 Corporate Park Drive, St. Louis, MO 63105. I have reported this to the Better Business Bureau, SC Dept. of Insurance, and Consumer Affairs. All these agencies have been very pro-active in contacting me and starting their investigations.

I would also suggest taping all phone conservations (check your state laws) If I had not had these tapes I could not have kept up with all the information that was being told to me to prove my daughter was innocent.
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Used Car Sales SCAM
Posted by on
TAMPA, FLORIDA -- Trusted Car Salesman (patient) – his belief in the 109-point inspection and 12 month warranty and how there is “no way I could go wrong, and he would take care of me”.

Visited Enterprise Car Sales (Hillsborough Ave, Tampa). Decided on a 2006 PT Cruiser with under 38k miles priced at $8.999.00 ($1k below blue book). Took for test drive, but did not drive above 40 mph. Finance Manager was to see if she could secure a loan for me within the $200.00 per month payments and no money down as I requested. Requested money to hold the car. They do not take credit or debit cards (now I know why – I would have be protected) and took $30.00 cash – that’s all I had.

Received a voice mail message that I was approved for $200+ per month and to call back for details. I returned call and received voice mail. No return call that day.

Called Car Salesman to let him know I would be by. Brought family with me. Paperwork was presented and signatures requested. One of which, Repurchase Agreement, indicates that I can return the car in 7 days if not satisfied, either pick out another auto or get my money back less $200.00 (for documentation and cleaning fee). I was informed I was capped out by loan company for $9500.00. They stated I would need $600.00 down, and I could not include the Bumper-to-Bumper warranty for $1950.00 and could only afford the GAP for $479.00. Told them I didn’t want the GAP and to apply it toward the $600.00 down. They stated that could not be done and it would be backed out of the loan. They stated I needed the GAP and that they didn’t get a commission on selling this. It showed the lender that I was serious about being responsible and intended to pay the loan in full.

I signed all paperwork. I stated the interest rate was high at 15.75 but they said that was good for me and the other lenders wanted up to 20%. She said this was a friend of hers at the lender and she called in a favor for me. She said there was still a balance of the Manufacturers Warranty but wasn’t sure what it was. They told me I could check it out to see what the warranty was for that year. They forg to collect the $600.00 check from me and to give me the other key. Tank was filled ½ full. As I drove the vehicle home I noticed that there was a bad vibration at higher speeds. Arrived home and told my Uncle about vibration. He took the PT Cruiser for a test drive and I went as well. There was a vibration at lower speeds, but were difficult for me to detect until he stepped on the gas. He thought it was a motor mount by the feel and the reaction of the vibration or how it occurred.

I searched the Internet for similar problems and found “UPDATE: On the vibration problem on some PT Cruisers. I have a 2007 and a 2006 PT Cruiser. The 2006 had a vibration at 18-20 and 40-50 mph. Very irritating. Took to a local Chrysler dealership to have the service manager tell me at 22,000 miles there was nothing that could be done. Took the vehicle to another dealership and they ask me to leave it a few days. They contacted Chrysler and fund the driver’s side axle shaft was the culprit. Chrysler told them to order a turbo axle shaft, which is balanced. They put it in and the vehicle is as smooth as silk. The standard axle shaft is not balanced but the turbo axle shaft is balanced and it made as much difference as night and day.”

Called Enterprise next morning to let them know of the axle imbalance. They claimed no knowledge of defect and said they would research and get back to me. They also made the comment “Oh good, this would be under warranty and won’t cost us money”. No apology to me. Sure makes me feel like things are going to get taken care of well as long as it won’t cost them money.

Received call from Car Salesman that they forgot to get $600.00 check and he would get it from me on Saturday when he came my office for his treatment. I asked him what about the axle problem. He told me I could bring it back at my convenience and get a loaner. I explained to Car Salesman why I dealt with him. I do not have any time to be down and inconvenienced. I needed a reliable auto. He said he would pick up the PT Cruiser on what happened to be 8 days after signed paperwork – leaving me out of the 7 day return if not happy. Then he would get the axle fixed. He would return the PT Cruiser to me the following Saturday. No apology for what’s happened to this point.

Day 2 I try to start PT Cruiser. Click, click, click, click. Try again and it starts. Now I know I’ve got a lemon and why they are trying so hard to get the deposit of $600.00 not to mention the promised repair work out of the 7 day return policy. They obviously are aware this is a lemon. How could a 109-point inspection have been done on this car that has presented these kind of problems in only 2 days? I am, now, putting 2 and 2 together and decide that I am returning the vehicle to them and intend on canceling the contract. My friend went with me to return the vehicle. I was greeted by the Car Salesman and I told him I was there to return the car and cancel the contract. He wanted to know why and I told him of the events and that I didn’t trust him or anyone there and didn’t want another vehicle – they were trying to sell me a car that they knew had problems and I did not want to do business with them. He states he would make me happy and do right by me besides he had 98% satisfaction. Guess I fell in the other 2 %.

He then states that they just received the recall on the half axle on Monday. Another lie. I told him that I gave him the benefit of the doubt and that he was doing what he was told to do. He disclaimed that saying no that is not the case. He then asks me why I didn’t call him directly instead of just showing up there. Told him, it would just give them more time to cover their tracks and time for better lies. I then pointed out to him that on my 12 month warranty they never verbally disclosed about the $50.00 deductible per service repair. He gives me this dumbfounded look and stated he never heard of it and asked if he could take it to Finance Manager. Finance Manager comes in with a newly printed warranty that does not include the deductible terminology and states that she doesn’t know how it printed out like that. She tries all her smooth talking and states that because of my bringing to her attention about the axle half shaft she has spent the entire day calling all buyers of PT Cruisers and informing them of the recall.

Believe that one? Finance Manager proceeded to show me the FEDEX receipt that was shipped and it couldn’t be stopped. I told her to cancel the contract, the entire agreement involving the car and to sign something that she was in receipt of the car. She refused. Told me the financing company will want $200.00 to cancel and that she was trying to come to some agreement with me but I wasn’t listening. She wanted me to look at her screen for this and that and I refused. I saw her in her office at the computer. She apparently changed my file to cover her tracks. Can I prove it? As my friend said, “if there was any gray matter, it was all cleared up with the changing of the warranty document, and this was no legit business”. I left there with their refusal to sign anything that the car was in their hands and Finance Manager hoped I would get over my anger with them. She said to give her 2 hours to see what she could do. Never heard from her. I didn’t expect to. When I returned home I searched the Internet for the RECALL which was supposed to be issued the Monday before I purchased the vehicle. No such recall. Imagine that . . . another lie. Another confirmation they knew what was wrong with the vehicle.

Next day I receive a voice mail from Manager to give him a call regarding the purchase of the PT Cruiser.

Next day I called Attorney General’s Office. Informed that I owe the $200.00 because I signed the paper. It doesn’t matter that they lied, the car is a lemon, or that they knew and were trying to get one over on me. I signed and I owe. 9:50 a.m. I called the Manager and got his voicemail. I left a message to please return my call. Manager left me a voice mail stating to call him from 5-7 p.m. Called back at 6:47 p.m. and Car Salesman answered. Said Manager had just left, but Finance Manager was available. I asked if their position had changed and he said no. Told him I didn’t want to speak with Finance Manager and to please have cancellation paperwork ready for 1:30 p.m. tomorrow and I would have the check for $200.00 and to have my $30.00 cash, that I left to hold the car, ready as well to return to me. I told him to please make sure the paperwork is ready and that I would take time to read through before signing. He said he would be by my office tomorrow if that is okay. I told him we would not conduct business there and it did not have anything to do with his treatment. He said that he didn’t mean that, wanted to see if I was comfortable treating him. Told him that no discussion of the car would take place and it belonged outside of my office again, it has nothing to do with his treatment.

After work I went to Enterprise with my check and to cancel transaction. Receive a call from Car Salesman that he had my $30 cash to give back to me, but forgot. I just told him last night that no business would be done at my employment. I now also know that I won’t see my $30.00 either. He asks when he can give it to me and I told him to give it to the front desk when he comes in 2 days from now. Just another little game he’s playing. Then I receive a call from lender stating they hold the loan for my car and needed information. I proceeded to tell her that I returned the car last Friday and am on the way to cancel the sale because they are a SCAM. She asked me to repeat myself and “You gave the car back?”. She said she would call me later. Called Enterprise to let them know I was on my way. I arrive shortly after 1p.m. and Finance Manager tells me to come in to her office. There is another couple (potential buyers in another office). She’s typing up the cancellation and I ask her who to make my check out to. She then informs me that she cannot take a personal check it has to be cash or certified check/money order. I asked why no one told me. She states Manager should have told me and she would have but she heard that I didn’t want to talk to her.

Well, I would have if she told the truth at anything. That the paperwork did not state it had to be so. She refused to take my check and I told her I wanted to talk to the manager. She fakes a call and somehow loses him and then can’t get him back. Another game. I call my uncle and tell him trying to make it difficult and playing more games. I call my mother for advice (I know I only have one more day before they hold me to the contract and I now see how difficult and at what depth they are going to try to stick it to me. I walk outside her office near the entrance door and tell my mother what they were trying and the worst word I used was “bull crap they were pulling”. Finance Manager comes out of her office and confronts me while I am on the phone with my mother to remove myself from the property. I said “Are you going to take my check?” She stated if I didn’t remove myself from the property she was going to call the police. She started dialing her phone. Low tactics. She didn’t want the potential buyers to overhear the SCAM they pull there. I’ve never been threatened with calling the police on me – I’ve never given cause and never will.

So humiliated, I left and went to the bank for a certified check. I explained to the Teller what I was being put through. I didn’t know who to make the check out to so she called and asked for Finance Manager. She was transferred to some man’s voice mail. She called back again and explained that she was issuing a check and needed to know who the check is to be made payable to. She is then told “Enterprise Car Sales”. I call my uncle to meet me at Enterprise, for I will not go alone again – not without a man or a witness. We parked at parking lot next door so they wouldn’t leave when they saw my car and we walked to Enterprise. Finance Manager is not in her office and Manager is motioning with his finger (just a moment) since he was on the phone. I see Finance Manager look at me through the window in the entrance door and she walks a little faster out to the parking lot.

Manager takes us to his office and edits Finance Manager’s release letter and he starts with his speech. I told him we all know what happened here and don’t tell me that you were going to take care of things. I had no faith in them and everything they pulled left me with an awful taste for Enterprise. He said “sorry”. My uncle and I left and another salesperson was outside having a cigarette and sarcastically said did Manager take care of you and make you happy. I said well, he ripped me off. My uncle asked her how she could work at a place like this. She said it was a great place to work and I told her “only if you enjoy scamming people”.

Am I really free of this transaction? Only time will tell. But now it is my time to tell so I can save others from this scam.

Lesson learned? – it cost me over $200.00, but I am passing it on to you for free. $180.00 in lost business because I had to cancel appointments on Friday (a business I just recently started); total of 326 miles or $58.00 in gas (counting everyone that came with me) and $30.00 cash I will probably never see. So I am out close to $500.00 and they are considered to not be in the wrong by our Florida law. Please don’t be in a hurry with paperwork and really think what you are signing. Looking back now, I would have never agreed to the $200.00 forfeiture, for the only reason I personally would have returned the car was due to a lemon or dishonesty. Listen and watch for the red flags or puzzle pieces, don’t wait for the puzzle to be complete. It is unfair and unjust, but used cars do not fall under the Florida Lemon Law, nor is there a 3-day to rescind.

They can be selling me a lemon and pulling lie after lie, but there is nothing wrong with that in the eyes of the law. I signed the paper and that’s all that counts. Even though on the backside of this same document is the 109-point inspection that has AXLES and ELECTRICAL/BATTERY checked. The only thing that appears to have been checked on this auto is that the part was there, not that it was actually working. And, they do not take it for a road test. Who inspects a car and doesn’t give it a test drive?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
False Claim for Damages I Did Not Cause
Posted on
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 (check the fine print on that Enterprise contract...!).

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 (ncdc.noaa.gov/customer-s…) 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 honesty 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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User Replies:
Enterprise Cares on 09/29/2014:
Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, exact renting location, contact information and any rental agreement numbers. Also reference #140929-002543 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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Used and Abused by Enterprise
Posted by on
Rating: 1/51
WEST PALM BEACH, FLORIDA -- I have rented from Enterprise many times before and I must agree with a previous review I read about the employees being much more thorough when checking you out then when checking you in. I recently rented from PBI in FL. The young lady checking my in did not even walk around the entire car with me and every scratch I pointed out she said was cosmetic and normal wear and tear. Now seeing as I am not an Enterprise employee, I do not know EXACTLY what damage is considered... I believe this is why they have someone there to assist you. Well that was a giant FAIL. When I returned the car after renting it for only 3 or 4 days, the manager checking me in claimed there was damage to the driver side, damage by the gas lid, damage on the front bumper, damage on the passenger door, and the entire roof was dented. I'm sorry but what did you think I did while I was there for 3 days? Drive the car through a hail storm of sorts? He told me they would have to check to see if there were previous damage reports and he would be filing a claim. Great. A week later a gentleman calls to discuss the claim but I'm working and cannot answer. I return the call the same day, but no answer.

Next day the guy calls again while I'm working and I return the call once again with no answer. This happens once or twice more over the next one or 2 weeks and finally the calls stop. I then call the number I had been calling back to tell them that since no one is returning my calls or sending me information via email which I requested in the last voicemail I had left for the gentleman, that I would be assuming the claim was not being followed through. The voicemail I reached this time was that of a woman... and she didn't return my call either. Now its a month later and I get an envelope in the mail saying I owe over $2600 in damages! I'm in awe. I did not put a single scratch on that vehicle and with the amount of damage they claimed occurred, it is amazing to me that no one else ever caught it before my experience.

The amount of damage and the fact that is it on every side of the car is not even a reasonable amount of damage to occur in a 3 day period. AND on top of that the pictures that they sent me to review are in black and white and you cannot see a single dent. I have spoken with a lawyer who has told me to dispute the charges until he has further reviewed my issue and to request color copies of the damage because black and white is not acceptable. This is not an issue of money, because I have it if I needed to pay. However, I legitimately did not put a single scratch on this vehicle and I refuse to pay for damages that someone else caused and that it was overlooked by other employees in the past. I will not be the scapegoat. I WILL NEVER RENT FROM ENTERPRISE AND NOR WILL MY FRIENDS AND FAMILY THAT TRAVEL OFTEN AND HAVE RENTED FROM THEM IN THE PAST!
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User Replies:
cmthru on 10/22/2013:
Since the photos are not in color I agree with the lawyer. Tags can easily be switched to a similar but different color car that has been damaged.

Should they send color photos I suggest that you download and run an EXIF viewer program. This will allow you to see data that is stored with just about any digital photo. What you want to see is the date and time the photos were taken. Some viewers will also show if a photo has been modified. If the photos were taken days or weeks after you returned the car they haven't a case against you. Also
Enterprise Cares on 10/22/2013:
I would like to discuss this further. Please email me at care@enterprise.com with the complete details and any rental agreement numbers. Please reference #131022-001614 in the subject box. I look forward to hearing from you soon, thank you. Chris-Social Media Monitor, Enterprise
Old Timer on 10/22/2013:
Cmthru is spot on. Enterprise is getting busted a lot the last few months for running this damage scam on a lot of people. Maybe when NBC or CNN get wind of the scam they will shame Enterprise into knocking it off. Everyone knows they are charging for the same dings over and over and over.

Next time use your phone to take pics of the car when you return it. Make sure the plate of something is visible in one of the pics to prove it was the same car. I even include the check in person when taking the pics.

clutzycook on 10/23/2013:
When I rent from Enterprise or any other rental company, I insist they note any damage I find on the sheet, even if they say it won't count. I also take pictures of the damage.
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