MEDFORD, OREGON -- Enterprise Review - My husband and I reserved a rental car from Enterprise on April 19, 2016 to be picked up on June 21, 2016 at 11:00 in Medford, Oregon. A Toyota Corolla or similar. We were driven to Enterprise by a relative on June 21, 2016 and arrived at Enterprise at 12:15 to pick up the rental. Derek ** printed up the rental agreement and said it would be a little while as they were getting a car ready. We waited awhile and were then told it could be an hour or more as there was another customer ahead of us. I asked if there was even a car at the location and was told no.
The relative had an appointment and I asked if they could deliver a car to our Hotel in Ashland (we would get a ride to the Hotel with the relative). I told Derek they had made inconvenient for us and that was the least they could do. When you make a reservation, that's what it means. Reserve. Derek acted like it was no big deal and so did Mike the Manager. Derek said no and I told him to void the contract and I would go back to the Airport and get a car from Budget. Derek then said, yes he would. I said we needed the car by 4 O'clock as we had plans to go to a concert. Derek said that would be ok. We were driven to the hotel and waited until 4:30 and still no car.
I called Derek and he said he had been at the Hotel to deliver it and we weren't there. I said no way as we had been waiting outside our room the entire time. I said, "Why didn't you call as you had my number" and he didn't have an answer. I said, "We are going to have to rely on a cab to get us to the concert on time." Derek then said he would deliver it at 8 o'clock the next morning. No car came at 8 o'clock and I called him and left a message. I then received a call from Mike the Manager saying Derek had the day off. Mike said he would send a car and tried to cover up for Derek. Mike delivered a Ford Fiesta after 9 O'clock.
We then proceeded out of town and my husband says it smells like dog. I took a picture showing white hairs. We rolled the windows down and air it out for awhile. The whole process was frustrating and not how we wanted to start our vacation. It was upsetting to our relatives who had to go out of their way to accommodate us. Derek should be reprimanded as lying shouldn't be tolerated and not following through with an agreement. We were given a credit as we hadn't received it in time and were told the actual bill would be $200.00. The actual charge to my account was $250.00.
I have used Enterprise before and never a problem. I heard from others this branch always promises and never delivers. I hope this doesn't happen to other upcoming vacationers as you don't need the distractions when traveling.
LAUREL, MARYLAND -- I had urgent need of a rental car as my car will be in the shop for several days. I tried calling the closest Enterprise office but never could get through. I then called the main Enterprise toll-free number and made a reservation, gave the representative all of my information, and arranged for pickup. She assured me that everything was arranged and that I would hear from someone when they were on their way. This was about 2:30 in the afternoon.
After an hour or so went by, I started trying to call the local office again. I waited on hold listening to the ads and the occasional "Please hold - someone will be with you shortly" type message until eventually it told me that it couldn't get me through right now, "Try again later" and hung up on me. Did this a few times. No one ever answered at the Laurel location. I called the main toll-free number and explained the situation and was told that there was nothing they could do and that I needed to call the local office. It was now a bit after 4:30 and I was getting worried.
I tried the Laurel office again a couple of times and someone finally picked up the phone. He then asked if he could put me on hold. A few minutes later, he returned to the line and I explained that I had made a reservation a couple of hours ago and was waiting for pickup. First he said they were really busy, then he said we weren't in their pickup area. He claimed that the Jessup office was the location that would do pickups to where our offices are located.
I then called Jessup. They were very nice and apologetic but said that they were not the correct office and it made no sense to say that it would be them when they were much farther away. They eventually got through to the Laurel office but really couldn't do anything about the situation. It was now about 5:40 and, even if I could have found someone at work to give me a ride somewhere, all the relatively nearby rental car agencies would be closed.
So I still have no rental car and am still at work the next morning. I suppose it could have been worse but this is not the kind of service I expect from anywhere but especially not when you may be putting your customers in a dangerous situation.
Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at email@example.com with the complete details, contact information (including a phone number) and any rental agreement numbers. Also reference #160629-003447 in the subject. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car
LYNCHBURG, VIRGINIA -- My insurance carrier made rental arrangements for me through Enterprise. I picked up my rental on what turned out to be a busy Monday afternoon for their office. Did a quick walk around a wet/air drying vehicle for dents and scratches bigger than a quarter per the rental agent. There was a nick at the top right corner of the windshield that was not documented. All is well the first week with the vehicle.
Warm weather moves into the area and a crack develops in the windshield. Take the car back to the Enterprise office, they do a damage claim and ask for my insurance information. I question the rental agent about the process. He says "someone will contact you by phone and you can dispute the damage." Okay... So they place me in another rental. I have to ask them to perform the walk around to note damage. The vehicle I was given was filthy (looked as if someone had spit on the window) and smelled like someone's dog had been living in the car.
Since I was unsure of when my vehicle would be fixed, I decided to return the vehicle the next day. Went to the Enterprise office. Was told no vehicles, come back at 5:00; sure. Made a return trip to the office and they placed me in another rental vehicle. Mind you the interior of this vehicle was just as bad. At this point I conceded. Received a letter in the mail from the Damage Recovery Unit of Enterprise requesting I file a claim on my insurance for the windshield.
I call the number listed and after two transfers I am told they don't have an estimate for the windshield. Excuse me, it's a windshield. How complicated is it to get an estimate for a windshield. Representatives says "I see it is just windshield damage so it's no big deal." What! It's a big deal to me since they are demanding I pay it or file with my insurance. "Oh, I understand someone will call you by next week." Really! I want this nightmare to be over.
Got a call from the local office this morning. Enterprise Agent says "we want to charge the card on file for the damage waiver," my response "I still have the rental vehicle". Her response "we just want to take care of the current charges". Fine, I give up. (I took out the damage waiver after the issue with the windshield, didn't want any additional headaches). Enterprise is about to screw me out of a lot of money.
VENICE -- We rented a car in Venice Italy from Enterprise Car Rental, only to find out they were the same company as Locauto at this location. There were only three people in line at the time we arrived and it still took them over an hour to get through those three to get us our car, though we had already reserved and prepaid for the car online. We had to return the car prior to the rental service opening as our plane left at 0700. Once we returned the car, full of gas as we ALWAYS do when we rent in Italy, we received a charge on our credit card for 18 liters of gas.
When we contacted Enterprise and let them know that we had returned the car full, they refused to show us any documentation to the contrary and continued to charge our card. This is just a scam on their part to get more money. They offer lower prices and then charge exorbitant fees at the end to squeeze more out of you. We have always taken photos of our cars when we drop them off to prove that there is no damage to the vehicle, now we know to take a photo of the fuel gauge as well.
BROOKLYN, NEW YORK -- I made a reservation online to rent a car for about 2 days. I proceed to give the representative at the desk my driver's ID (which was temporary) and my credit card. She then told me they could not accept it because it was not a valid driver's license. I couldn't understand their reasoning behind it. I had a state ID with a picture on it and my temporary license.
The manager proceeds to come out and say to me my little "receipt" isn't valid. So my LEGAL temporary licenses, given to me by the state of NY, wasn't VALID enough to rent a car. I called Customer Service and they were not even any better. SIMPLICITY is very common with them. Don't waste your time with this location at 1212 Coney Island Ave., Brooklyn, NY 11230.
SOUTH CHARLESTON, WEST VIRGINIA -- My car was recalled. The dealer arranged an appointment for me to pick up the rental at Enterprise. When I arrived the car was being washed so l waited. I made the bad mistake of not checking for damages, after being told about a scrape that was documented. I drove away. About two days later while washing the car, I found two cracks on the front bumper. When I returned the car was told those cracks were not documented. Had to file a claim and pay deductible for damage I am not responsible for because I did not look for damage. Guess you could call it a learning experience but sometimes I get tired of learning.
INDIANAPOLIS, INDIANA -- I rented a car from Enterprise at 9860 North Michigan Road in Carmel, Indiana (just outside Indianapolis). The sales associate told me all the damage on the car was acceptable and not an issue and did not write up a pre-existing damage form. Upon returning the car with no further damage a different associate claimed it had previously unrecorded damage (his word against mine).
I called my insurance company and they told me they had other clients complaining about the same issue, with the same location. Enterprise is not giving in, despite my numerous attempts to explain the situation. It is the worst experience I have ever had renting a car. I doubt I will ever rent from Enterprise again.
ANNISTON, ALABAMA -- I have rented frequently with debit card with payroll stub and utility. The week of Christmas I rented and was told I no longer to bring these things with me as Enterprise keeps on file. Today I was renting to go to my son's wedding and was told I needed them. The salesman told me that guy no longer worked there that I would need those things today even though he was familiar with me. The things I needed was 1.5 hrs away and if I wanted to go to wedding I would need those. Spoke with three people in customer support and no one seemed to care that I was going my youngest get married.
I got fed up and went to Avis and explained to them my situation and my car was rented from Avis in five minutes. I made wedding with help of Avis. No thanks to Enterprise. I am a customer of Avis from now own and will tell everyone that will listen to my story.
Hi Neal, we would like to look into this further. Please email Care@Enterprise.com and include the rental location, your contact information, your rental agreement/reservation number and any other details so I can look into this for you. Please include reference number 160310-001891 in the subject line of your email. We look forward to hearing from you soon.
Social Monitoring Coordinator
ANNISTON, ALABAMA -- I have rented frequently with debit card with payroll stub and utility. The week of Christmas I rented and was told I no longer to bring these things with me as Enterprise keeps on file. Today I was renting to go to my son's wedding and was told I needed them. The salesman told me that guy no longer worked there, that I would need those things today even though he was familiar with me.
The things I needed was 1.5 hrs away and if I wanted to go to wedding I would need those. Spoke with three people in Customer Support and no one seemed to care that I was going my youngest get married. I got fed up and went to Avis and explained to them my situation, and my car was rented from Avis in five minutes. I made wedding with help of Avis no thanks to Enterprise. I am a customer of Avis from now on and will tell everyone that will listen to my story.
BRUNSWICK, GEORGIA -- I recently rented a car from Enterprise. They picked me up on time, when I got there, they were out of cars, so they gave me a brand new passenger van, not any bigger than a full-sized car. I had the car for two days, it was GREAT. The young men at the agency were very kind, helpful and professional. When I returned it I had left my checkbook in the car, they called me immediately, and kept it in the safe for me until I can pick it up. EVERYTHING WAS GREAT FROM BEGINNING TO END. I will definitely rent from them again.