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Drop off charges ????
Posted by Not happy about this on 06/12/2007
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 took 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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Posted by Anonymous on 2007-06-12:
From Enterprise's web site -
Posted by FoggyOne on 2007-06-12:
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.
Posted by *Brenda* on 2007-06-12:
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.
Posted by Dedicated Reader on 2007-06-12:
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.
Posted by Ceese on 2007-06-13:
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!
Posted by markml on 2007-07-03:
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.
Posted by leopard on 2007-07-13:
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 Im 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 throughly 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.
Posted by mcm on 2008-02-12:
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.
Posted by michigan-mom on 2008-09-23:
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
Posted by Gwen on 2012-08-13:
I feel for you. I agree they should have took 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.
Posted by Tony on 2013-05-23:
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?)
Posted by aw on 2013-06-14:
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!
Posted by Larry Amitin on 2013-07-30:
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.
Posted by Jack on 2013-09-24:
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
Posted by Peter on 2014-03-21:
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.
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Damage Recovery Unit Incompetent and Harassment!
Posted by Harrassed customer on 07/18/2009
When I returned my rental car the Enterprise Rent-A-Car rental office representative made me spend 30 to 40 minutes filing a claim with my insurance company to cover for the hail damage on the rental car. He also made me wait while he called the insurance company back to make sure he had all the insurance information. I paid the rental fees, my deductible (for my insurance claim) and left, thinking that was the end of that!

A few weeks later I got a letter in the mail from the Damage Recovery Unit asking for my insurance information. I called them up and was told that yes they did have the insurance information. But that was not the end of it; Yesterday (which was a few weeks after the first letter) I got another letter in the mail - only this time in addition to saying they did NOT have the insurance company information, they also enclosed the invoice for the repair done on the car.

When I called my insurance company they told me that Enterprise NEVER did get back to them.

The representative at the Enterprise Rent-A-Car rental office OBVIOUSLY had no problem contacting my insurance company, so either the DRU is very incompetent or they have no clue how to use the phone. Instead of trying to contact my insurance company, they harass me by sending letters after letters asking for the SAME information. What is unbelievable is to think their business comes mostly from people who need rental cars while the cars in the shop and so they deal with insurance companies constantly. Why won't they contact my insurance company or RETURN my insurance company call?

I am aggravated and do not appreciate the harassment and will NEVER rent from Enterprise Rent-A-Car anymore and will advise anyone to seek rental cars elsewhere. There are BETTER alternatives than Enterprise Rent-A-Car out there!
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Posted by Anonymous on 2009-07-18:
I wasn't aware insurance companies are responsible for hail damage. Hail would damage the car even if its sitting in their lot.
Posted by rayzehrung on 2012-07-09:
M3C, Exactly! That is what I think happened to me. They had damage when it was returned and stabbed me for the damages. Here's what happened to me:

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 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 setup.

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.
Posted by Unhappy Customer on 2012-08-05:
I just received notification from the Enterprise Damage Recovery Unit that I "damaged" their vehicle during my 3 day rental. Absolutely rediculious, the vehicle was in same condition when I returned it as when I picked it up. After some research this appears to be a recurring theme with Enterprise, I think a class action law suit is in order!!
Posted by faryal on 2013-03-23:
This happened to me too!Class action suit is definately in order.
Posted by Deepti on 2013-07-29:
Same thing happened to me! I have credit hold against renting cars right now.. and they have reported me to a collections company. All the while, when they haven't provided documentation proof to my insurance company. Ashley L Harris from the Damage Recovery Unit is the one incharge of my case and is probably the worst thing that happened to any customer service related job. The case has been pending since september 2012 and it has still not been resolved- can only speak of her incompetence in providing two simple documents to the insurance company.
Posted by Ramen on 2013-09-27:
I got a car with enterprise a person hit me n the back there were no dents only a scratch. I offered to fix it my self. They refuse and took my deposit. Then they say I had the car for an extra day . I got the car at 12 noon Friday they say I got it 7 in the morning. Now they no I got it at 12 n they still want give me my money. I hate them
Posted by Enterprise cares on 2013-10-14:
Thank you for your post and making us aware of your experience. My name is Kat and I am a Social Monitoring Coordinator for Enterprise Rent A Car and would like to assist you. Please email Care@Enterprise.com with your contact information, rental agreement number, and exact branch location so we can follow up with you directly. Please also type reference number 131014-001950 in the subject line of your email.

Best Regards,
Social Monitoring Coordinator
Enterprise Rent A Car
Posted by rob cosby on 2013-10-28:
this also happened to my family. Enterprise lied and said we damaged their vehicle. I not only have integrity but many safe driving awards. never rent from Enterprise- they blatantly LIED- the location i rented from was in Midlothian,Virginia in April 2010
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Untrustworthy Staff
Posted by Beachroamer on 04/14/2005
HAWAII -- Whatever you do, don't trust this company.

My car was being fixed in the shop and my insurance company offered me a free rental from Enterprise until I got my car back. Just a couple of days. The outlet in Kailua, HI set me up with a Honda Accord. The staff walked around the car quickly with me before rental and checked off that there was no damage. I brought the car back two days later and the manager immediately notices this indentation in the hood, which I hadn't noticed at all and which you could only see if the light was shining on the hood in a certain way. She starts complaining to me about what trouble I've caused her. I ask her if she's sure that it wasn't there before she rented it to me, because we had only taken a very quick look about the car. "You shoulda got insurance! That's what insurance is for!" she barks back.

Legally, I was responsible. They charged me $450 for a hardly visible indentation that should have been easily pushed out.

Do NOT trust this company, and if for some reason you can't find another rental agency, LOOK AROUND THE CAR VERY CAREFULLY BEFORE RENTING.
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Posted by Anonymous on 2005-04-14:
It pays to get rental insurance. I get it when I rent those awful Uhaul trucks for even a few hours.
Posted by Ferngully on 2005-08-20:
I can relate. These ppl are lazy and dont check thoroghly enough for my taste.
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Enterprise Rental Cars Thieves and Liars!! Don't go!
Posted by Azzy on 09/25/2009
COLUMBUS, OHIO -- I rented a car twice at the North High Street branch in Columbus Ohio. I told the manager Jordan that I wanted the lowest rate possible. He forced the damage waiver on me, claiming that it was required. The first time the charge did not go through and I paid the amount from my internet reservation. The second time the charges did go through but when I went to their internet site, it listed the damage waiver as an optional item. I called the national service line and asked for a refund. They acted like jordan was some kind of rogue manager but still told me I had to ask him for the refund. I googles it and saw other complaints in more than one state, so this was the 2nd lie from Enterprise. It took a half hour before Jordan would give me my money back but then 5 weeks later another charge for 56 dollars appeared on my credit card. Again the national help line said I had to call the branch, although they weren't sure which branch made the charge. Ross, a clerk at the High St branch claimed they did not see a charge, then someone called and said some trucking company had paid my previous bill! After I gave them the banking information for the 2 rentals, they claimed they needed time to research and would call back. I called back after 2 days and they said another branch had charged me, not them. I called another local branch who said it was them, then Ross said he needed more time to research, then the next day said he found someone to credit the charge. 3 days later the national help number had no information on the charge, but Jordan would be calling me about my credit. Of course he never called and I finally called my bank and changed account numbers and protested the charge.

I would not rent a car from these crooks under any condition. I have never dealt with a more incompetent company. It starts with the national office and is seen at the branch level.

They deserve the worst possible rating for a review. They back their fraud with lies.

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Enterprise Scam
Posted by Shoelady on 11/20/2006
OKLAHOMA CITY -- On October 30, 2006, I rented a car from Enterprise Rental, 7500 S. Shields, Oklahoma City Oklahoma, due to the fact that my own personal car, a 2005 Suzuki Forenza, had been hit and damaged by my neighbor while backing out of his driveway. My neighbor was insured by Allstate who covered all the necessary repairs to my vehicle. When settling the claim to my vehicle, Allstate advised me that I could have access to a rental car free of charge to me through their rental agency partnership with Enterprise while my own personal car was being repaired.

I rented this car from Oct. 30, 2006 until Nov. 14, 2006 while my own personal car was being repaired at Legends Auto Body shop in Oklahoma City, Oklahoma. When I returned the car on the afternoon of Nov. 14, 2006, I was greeted by a young woman who shook my hand and took the keys and the pink copy of my paperwork, said “thank you” and then walked to the back of the agency. Normally I would have left at this point but I had forgotten to tell her I needed a courtesy ride to the auto body shop where my personal car was being repaired. All of the agents were busy at the time, so I waited about 10 minutes for someone to wait on me. Finally the young woman came back to the counter and seemed confused as to why I was still in the agency. She asked me if there was something else I needed and I told her I needed a courtesy ride. She said, “Oh yeah just a minute while I go take a look at the car you returned” like she had forgotten she needed to do this. She took a clipboard out with her and came back into the agency about sometime later, went up to one of the male rental agents and said something to him. He then proceeded to ask us if we knew anything about the damage to the left side of the car. I told him that damage was already there (as stated in my explanation below) and he disagreed with me. I reminded him that at the time I rented the car, he mentioned the car had some dings, dents and scratches on it and he disagreed with me again. He then asked for the name of my insurance company and my deductible amount, and asked us to sign some paperwork, which I refused to supply to him because I am not responsible for this previous damage. At this point he refused to listen to anything else I had to say, ignoring me and referring another agent to me who explained that Enterprise would be investigating this damage as damage caused by me while the car was in my possession. After waiting about 15 more minutes, I was finally supplied a courtesy ride back to the auto body shop to pick up my personal car.

When I arrived at Enterprise on the morning of Oct. 30, 2006 to pick up my rental car, I was told there were no cars available at the moment but there should be one available soon because one had just come in but was in such a mess, it was having to be cleaned up and would be available, if I would just wait a few minutes inside the rental agency. After about 20 minutes, one of the agents (Agent #104CW) told me my car was ready and gave me a set of keys. He had me go over the standard rental paperwork and initial at the spots where I declined the additional insurance. He told me to come outside the dealership in the parking lot right outside the front door so he could “get me ready to go.” He had a clipboard in his hand and showed me the car that was to drive, a late model 2-door red Chevy Cobalt. He walked around the car making notes on his clipboard. He acted like he was in a hurry and stressed, and it was very cold outside and wind was blowing, so the entire walk around process lasted about 2 minutes.

At the back of the car, he stopped and stated “this car was a mess when it came in and the seats were pretty dirty and stained but we got them cleaned up” and went on further to state “there are some dings and dents and a few scratches on the car but it’s in good shape” while pointing with his hand in a general manner to the car. I made the statement to him “Well as long as it doesn’t break down on me on the highway and it isn’t dangerous to drive,” to which he laughed and said “No not at all.” He had me initial on the paperwork that I accepted his comments about the car, and then handed me the pink copy of my paperwork, told me the car had a ½ tank of gas in it, and started talking to another agent outside while re-entering the rental agency. At no point during the initial process did he go over each and every ding, dent and scratch on the car and have me initial each one, but had me initial a general area that I accepted the car. I have never done this through any previous rental agency so I did not know I should have demanded to go over each and every blemish on the car; I thought his general statement about the car having “dings, dents and scratches” on it covered everything since the damage on the left side was so obvious.

As I started to get inside the car, I did notice there was a dent (the dent I am being accused of causing) on the left side behind the left back window. I neglected to mention the dent because I thought he had already referred to the dent while mentioning the “dings and dents and scratches”. I thought this practice was strange since I have rented cars many times in the past from various rental car agencies such as Alamo, Budget, and Thrifty (never Enterprise) and I have never had a rental agent do this at the time of rental. In the past when I have rented my car, I complete the necessary paperwork, go over the rules and regulations, and the rental agent gives me keys, then tells me where I can pick the car up in their parking lot, they have never physically walked me out to the car. I have never had to go over a car with a rental agent therefore and because I thought he had referred to the “dings, dents and scratches” in his statement, he was including every ding, dent and scratch on the car and I did not specifically point out every one that I noticed. In fact, one of the scratches he pointed to in a general way on the back bumper turned out to be bird manure that came off when I rubbed it with my finger.

The car the rental agent (Agent #104CW) supplied me had keys already in the ignition but as stated above, he had also given me a set of keys. Thinking this was a second pair, I placed them in the glove compartment. After I got home, I opened up the glove compartment to put my Enterprise paperwork in it and I noticed the keys were to a silver Ford Taurus.

I am suggesting that the agent meant to place me in the Taurus but in his haste that morning, he placed me in the Chevy Cobalt. As I stated above, the agent seemed to be in a hurry that morning and confused about which car I was to rent. I also remember there were two or three people coming in at the time I was waiting in the rental agency to return their cars and my speculation is that one of them was the previous renter of the Chevy Cobalt because after they left the agent told me my car was available right outside the door. I think he meant for me to rent a silver Taurus because those are the keys he originally gave me, but he became confused and gave me the red Chevy Cobalt instead. I am suggesting that the previous renter is responsible for the damage to the car and (1) he left before the rental agent discovered the damage, or (2) the rental agent never noticed the damage but noticed it when I returned the car and I am being accused of it unfairly.

I would also like to point out that Enterprise utilizes elderly drivers to pick up renters and take them to Enterprise to rent cars. One of them picked me up in a van the morning I rented the car, but the afternoon I returned the car, one of them took me to the auto body shop to pick up my personal car that was being repaired and he transported me in the same car (the Chevy Cobalt) that I had rented. On the way to the auto body shop, the elderly driver almost ran a red light at S.W. 74th and Shields and would have had my husband not been riding in the front seat and reminded him to stop. The driver seemed confused about almost running the light as if he never saw it. I am suggesting that this same car (the Chevy Cobalt) could have been damaged in the transporting of renters back and forth by negligence or accident on the driver’s part with or without him being aware of it, due to the elderly nature of the drivers. Also I noticed Enterprise rental cars are parked in an uncovered parking lot and this car could have been damaged by vandalism or an object striking the car in the parking lot.

I am not responsible for the damage to the car of which Enterprise is accusing me; responsibility for the damage is due to negligence by Enterprise in not adequately documenting damage done by a previous renter, vandalism or natural accident; therefore, Enterprise is attempting to coerce an innocent party, Debbie Gardner, and/or her insurance company to pay for the damage when there is no conclusive proof that she is responsible.
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Posted by CaptainSpaulding on 2006-11-20:
It's getting to the point where the renter will have to take pictures of the rental vehicle before accepting it from the rental company! A lot of these car rental agents are incompetent boobs who blame the next renter of a vehicle for damage inflicted by the previous renter because, for whatever reason, they didn't spot the damage (or didn't bother to look at the vehicle) when the renter returned the car. If I were you, I'd write to the CEO of Enterprise Rent-A-Car explaining your experience with the agents that this location.
Posted by GWbiker on 2006-11-20:
For future use: In this age of time-stamp Digital photography, it might be a good idea to photograph the car damage prior to accepting the rental. Then download the photo onto a computer for printing. Might prevent a person from getting a big headache when returning the rental.
Posted by Shakra on 2006-11-20:
When you take the pictures, make sure you do it right in front of the agent. They started asking me the same questions and I became suspicious. I will NEVER rent from Enterprise again. They are shady.
Posted by CaptainSpaulding on 2006-11-21:
GWbiker: Didn't I post the exact same suggestion before you did? For future use: Reading previous dicussion posts will prevent redundancy, and will prevent you from looking like a copycatting doofus!
Posted by GWbiker on 2006-11-21:
Hey Heywood: Your public post to me didn't prevent you from looking like an immature brat.
Posted by bsk20719 on 2006-12-07:
I am just now going through the same darn thing i didnt notice a very low dent before i left with it and there trying to blame me, also may i add it was my second car because the first ones inspection and registration was outdated. I want to fight this but i dont know how. Does anyone have any suggestions?
Posted by webigail on 2007-09-19:
I will NEVER rent from Enterprise again. I am experiencing the same problem. Ironically, I only used them this time, because I had a 50% coupon, which was the result of a class action lawsuit.

Their unethical practices are beyond belief.
Posted by CoopersDad on 2010-01-15:
Hi there,

I worked for a rental car company for 8 years, and this kind of thing was, unfortunately, common. I have written a couple of articles that outline a) how to prevent this from happening and b) what to do if something likes this happens to you. I hope that this is helpful to you and other readers:

How to prevent rental car damage claims:

How to dispute rental car damage claims:

Good luck.
Posted by Anonymous on 2010-01-15:
I have heard of this type of thing, and my husband is anal about walking an agent around a car we are renting and making him write down every thing he can see about the car and refuses to sign the contract unless all the things he sees is in the contract.
Posted by Charlie61 on 2010-03-23:
It is now 2010 and I have just been victimized by Enterprise Rental Car. I rented a car in Philadelphia on a rainy, cold day and did not get out of the car to inspect. When I returned the car, the agent found 2 dents on the roof of the car which she accused me of causing. I can assure you, I would have known if I had rolled over or if something had fallen on the car that caused dents on the roof. She asked me to sign a paper taking responsibility which I refused to do. I asked to see all the prior rental damage reports to make sure this had not been reported before. She said she was unable to do that. As soon as I got home, I cancelled my credit card so they couldn't automatically charge me. Do not rent from Enterprise, they are hounding me via mail every other day.
Posted by truthhurt on 2010-08-01:
Next time, check the car over before you leave, if there is damage and you do not report it when you see it, then how is enterprise supposed to know you didnt do it???
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Posted by Utah Says No on 12/04/2009
We had a minor scratch on the fender which was paid through the Visa claims service in Feb 2009. In November 2009, my wife tried to rent a car from National (Enterprise, Alamo and National are all together) and was told she was on the DO NOT RENT list for non-payment. No customer service agents were available (it was Thanksgiving). We finally resolved the matter after ~12 phone calls (including being transferred to discontinued numbers 3 times) and were told that the systems for accounting (read: the people who cash the checks) and the DO NOT RENT list are not linked...AND THE COMPANY IS UNLIKELY TO DO ANYTHING ABOUT IT. If you rent from them, beware...you may not be properly credited for any payments made on a claim, even if it is done through your personal insurance or credit card company coverage.
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Discovered Damage Scam with Enterprise
Posted by Di&al on 09/02/2009
CHELMSFORD, MASSACHUSETTS -- Enterprise Episode 8-31-09
My husband and I went to pick up a rental car while visiting MA from FL on Weds. 8-26-09 at 10:30 am at Enterprise Car Rental on 290 Littleton Road, Unit 9, Chelmsford, MA 01824-3300. We followed Pete around vehicle for walk around to check for damage or scratches. I mentioned a scratch on drivers side panel near door handle and was told by Pete that they were only concerned with 5” or longer scratches that went all the way thru the paint. So nothing was noted on paperwork in regards to any damage. He was put back by the deal we recv’d on line mentioning he did not know if he could give it to us. I explained we have a confirmation for that price. He said he would have to modify several things to come close. He asked for my paperwork. I handed him the confirmation page and he asked for more. I explained that I had left that at home and he should be able to find the same thing looking up the confirmation number I had handed him. When we explained that there were approximately 10 of us renting cars from them that week he found a way to work it out.
We went to return vehicle on Monday, August 31st, 2009 at 10:20 am. Paperwork was started and he ran out to inspect vehicle. He walked around and when Mr. Nel got to the drivers door he dropped to one knee and inspected the undercarriage. He then lifted his head and looked again and then dropped to 2 knees and looked again. He quickly returned to the lobby and mentioned he had detected damage to the underside of drivers side rocker panel. I said we had not done any damage to the car. He went out and looked again and again returned with the same story. I said we did not damage to the vehicle as it was parked at in my mothers yard most of the week. He mentioned that we had put on 241 miles. I said, “ Yes, that’s why you rent a car but we had not caused any damage”, to the 2009 Ford Fusion. He said he would have to look up any previous damage reports and of course there where none. I mentioned that Pete had at no time dropped to his knees and inspected the undercarriage of the car (as my husband and I walked behind him inspecting the car). He said that that was procedure and couldn’t know if Pete had in fact looked under the car but that is procedure. He asked what my deductible was, $1000 or $500 which I responded $500. He said he was required to immediately take this off my credit card. I said do not file a claim with our insurance because no damage was done while the car was in our possession. He said this is required and that there was nothing he could do.
My mother who had given me a ride to return the car came in to the lobby and asked what was taking so long. I explained about suspicious damage to undercarriage and she said, “the car has been in the driveway all week, except for us attending a wedding and reception across state.” I took paperwork and went back to Mom’s at in Westford, MA.
I immediately phone my insurance company, Geico, and explained this suspicious episode. After I got off the phone with Geico my sister-in-law, who is an attorney, who advised me to return to Enterprise and take pictures for our adjuster. My husband and I returned to Enterprise and drove around the area but did not see the Ford Fusion. I entered the lobby and I asked Mr. Nel where the car was so that I can take pictures for our adjuster and attorney. He said the car had been rented out. (All within 45 minutes) He seemed a little nervous. Alex said that I didn’t think we needed a lift to inspect the vehicle before leaving the lot and are you going to also charge the next people renting this same car??
This smells like a scam all the way around. We have rented vehicles before but never have been expected to drop to our knees to inspect the undercarriage prior to accepting a vehicle. When did this become “standard practice?”
I need advise or help writing a letter to Enterprise corporate office. Any will help. Thanks
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Posted by bargod on 2009-09-02:
*sniffs air* yep definatly a scam I smell here. That or my famous noodle kaboodle.
Posted by Anonymous on 2009-09-02:
You are getting scammed!
Posted by MSCANTBEWRONG on 2009-09-02:
I agree...this is a scam. You should have your attorney send a letter to Enterprise Corp outlining the events precisely and consisely. Inform them that you are disputing the claim. If they continue with the charge, then file a small claims suit.
Posted by JR in Orlando on 2009-09-02:
I rented a car from enterprise, returned it and there was a bumper hitch size hole in the front plastic bumper. They checked the past reports and there was a record of it. No problem. I would assume it is this agency and not the company itself which is doing the scam.

Write corporate Enterprise, explain your suspicions, tell them when you checked it in, and demand a copy of the rental agreement for the following renter with the name, address and identifying information redacted. (send letter certified, return receipt requested) If damage not recorded on the following rental contract, this indicates the damage claim is a scam.
Posted by Anonymous on 2009-09-02:
Yeah, what everyone else said.
Posted by Anonymous on 2009-09-02:
What MundoCani said.
Posted by bcgrad on 2009-09-02:
Enterprise tried to pull this stunt on me several years ago when I rented a VW Passat for a few days following my wife's accident. Upon returning the vehicle they checked the car out and said that everything was fine. About an hour later I got a phone call from the branch manager telling me that part of the tail-light casing was broken. I informed her that the car was inspected by one of her associates and that everything was fine. How could I possibly be blamed for something that occured an hour after I returned the vehicle? Thankfully nothing came out of it, possibly because I hinted to her that the next call she would be receiving would be from my attorney if any action was taken against me. Rule of thumb for any of you renting from Enterprise, ALWAYS, and I mean ALWAYS check the ENTIRE vehicle for even a paint chip because they will try to nail you for it.
Posted by enterprise scam on 2011-02-24:
This must be an Enterprise scam....I just returned a car and the clerk said there was damage underneath the front bumper. When I rented the car neither the clerk or myself bent upside down to look underneath the car. We just did a walk around and I pointed out marks and he said they were too small and not to worry. If I had hit something I would have felt it and I always park forward facing. It looks like you can take liquid paper and paint over it..but the clerk claims this area is cracked.
I don't have a credit card and only left a deposit of $75 so the clerk asked me for $500.00 up front. I told him no way but he is calling my insurance in the AM.
Any steps that I should take?
Posted by Ytropious on 2011-02-24:
These are OLD THREADS, the people who originally wrote them are never going to come back.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Charged For Damage I Did Not Cause
Posted by Henderkm on 10/07/2012
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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Posted by trmn8r on 2012-10-07:
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.
Posted by ok4now on 2012-10-08:
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.
Posted by Enterprise cares on 2012-10-08:
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
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Enterprise is a scamming enterprise: Price and Damage Scam
Posted by EnterpriseRental&DamageScam on 08/04/2011
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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Posted by Enterprise cares on 2011-08-04:
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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Enterprise UK damage waiver scam
Posted by Paul volunteer on 10/18/2005
HEATHROW AIRPORT -- When I returned my car rental to Enterprise at Heathrow last August they found a 4 inch scratch underneath the plastic bumper, the kind of scratch incurred when you ride up on a curb when parking (something we didn't do by the way). You had to get down on your knees to see it. I can't imagine any other rental car company in the world would find much less consider the scratch as damage. They took a pre-charge of 50 British pounds and suggested the final charge would be less. They also promised I'd be notified within a few days as to the final charge.

Seventy-five days on I get a charge to my credit card for a total of almost $400 including the initial 50 Pounds and no explaination as to how they spent all that money fixing a 4 inch scratch in plastic!

Do me a favor and pass on the news. Don't ever rent from Enterprise in the UK.
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Posted by ahoyle on 2007-11-26:
The EXACT same thing happened to me in Jacksonville, FL. I had the care for less than 24 hours and it's costing me $375.05
Posted by enterprise scam on 2011-02-24:
same thing happened to me in Burlington, Ontario Canada. Next time I rent a car I am going to lie down underneath the car and take pics.
This is a huge scam.
Posted by got scammed on 2011-11-19:
same thing happened to me in Minnesota. seems like they want to make something out of nothing. it felt they are robbing you and can't do really nothing! i'll never rent another car to this company again!
Posted by Doug on 2013-03-27:
Hired from Enterprise at Heathrow for one day only. Car driven home and back to airport. No car parks or other stops apart from final petrol top -up.
They found a small dent which could not have been caused during my rental. They persist incharging me £800. This must be a scam at Heathrow - many other hirings from this firm OK.
Suggest anyone else complains to Group Chairman in the US. They are big but should check their franchisees and staff more thoroughly.
I will never use them again.
Posted by Mike Osbourne on 2013-05-13:
The exact same thing happened to me today..there was a 4 inch scratch very similar..they tried to charge me the full excess £800.00..

I have hired with them numerous times prior nd never had a problem..If anyone does ever hire a car from them I suggest you check, double and triple check for any marks..

I finally called the UK HQ and they declined from charging me as they stated the damage had been done in a previous rental..!

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