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.
DUNCANVILLE, TEXAS -- I rented a vehicle from your location located at 855 East Hwy 67 in Duncanville, TX. Aaron was the person who assisted me. From the time I walked in to pick up the rental until the time I drove off it took no more than 10 minutes. I had the same prompt, professional, courteous experience, again, by Aaron. It is so seldom and refreshing that I get this level of service. I just wanted to let someone know about it. Good customer service is rare. Thanks Aaron.
WEST JORDAN, UTAH -- When we returned the Ford Fiesta, they had overcharged us by a whopping $226. Repeated phone calls all resulted in broken promises. They did not deny they overcharged us but after 6 weeks of not getting the refund we have no choice but to go to small claims... Oh and the car stunk of cigarette smoke really bad, was not filled with gas and was dirty... Do not rent from them. They used to be good but have turned into the worst rental car company in the world.
ANNAPOLIS, MARYLAND -- Run away as fast as you can - and make sure you keep running. I rented a car from these "professionals" and treated it like my own. The car was driven carefully and garaged while in my care. When I returned it I was treated to the old hail damage scam. Very tiny (and I do mean "very") dimples in the top of the car was presented to me as my responsibility; anyone could easily miss this on a walk-around inspection. I pointed out that I could easily prove: a) there were no hailstorms anywhere near the vicinity where the car was driven; and b) the car was under cover when parked.
No matter... within minutes (while I was walking out of the door) they filed a claim with my insurance company. About 2 hours AFTER the claim was filed the manager called me to remind me I had signed a contract in which an Act of God was my liability. What to do, what to do? Well, first I cancelled my company's contract with Enterprise; I have this thing about withholding rewards from scammers. Second, I did a little Googling ("Enterprise hail scam" - you'll very quickly see what I mean) to reveal the pattern and establish a basis for future claims.
Third, I called the National Climatic Data Center and requested a certified timeline of weather events in the region where the car traveled (the NCDC is a group of super people and their reports are both very detailed and viewed as expert evidence during litigation). Fourth, I penned a cordial letter to the President and COO of Enterprise, asking to take a hard look at some of the activities in this office - I made sure to include the names and details of the people I dealt with. The COO promotes a "do the right thing" policy. I called my insurance company to alert them to expect a claim from Enterprise.
Though the Office Manager promised to hold back any claim before 'his boss' had a chance to speak with me, in fact they had immediately filed a claim and my agent already had it in her hand. Does that sound like a company trying to honestly get to the bottom of things and find out the facts before acting? Well, by now you've Googled and already know the answer. Since apparently this pattern is widespread within Enterprise the problem might be a corporate policy of revenue generation, or it could just be a couple of grubby local managers trying to pump up the books - if the latter Enterprise corporate needs to know so the problem can be redressed.
In any large company it can be very hard to control satellite offices - that's a COO's responsibility and they deserve a chance to correct things. I take full responsibility for any damage I cause to a vehicle I rent, and I do everything I can to take care of a rental car in my possession. But I fiercely defend against a wrong and encourage everyone to do the same. If Enterprise fails to quickly withdraw this claim I will be sure the full record is made available.
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.
AUSTINTOWN, OHIO -- The car dealership paid for the rental but still I would have been better off walking to work. I recommend walking over renting a car from Enterprise even if the dealer is paying for it. The car smelled like cigarette smoke, and no one even bothered to to press the button on the dash that shuts off the recirculation of the air mode. I was in a rush to get to work so I didn't have time to say anything about that. I had an appointment to drop off my car to be repaired at 9 AM and I had to be a work by 10 AM. I just opened the windows, turned the air recirculation off and went to work.
Even though the car dealer paid for the rental itself, Enterprise still tries to get you to pay around $14 because if a scratch gets on the car you will have to pay for it unless you pay the $14. I decided not to pay the $14 because all I needed the car for was to go to work and back one time. Since I didn't pay the $14 they recommended that I bring the car directly back to them instead of bringing it to the dealer, because If something happened to the car between the time when I brought it back to the dealer and when they received the car I would still be held accountable for it. I brought it back directly to them without a scratch and I got a ride back to the dealer and my wife was now with me.
I asked if my wife could be dropped off at a location on the way between Enterprise and the dealer. They said that they couldn't do that. Then I told them about the car smelling like smoke. They said that it doesn't do any good to tell them about the smoke after I have already dropped off the car. Apparently, they're not interested in airing out the car for the next person who might get in the car either. My advise to you is just walk. The exercise will be good for you, and avoiding the stress of being a Enterprise customer will be even better for you.
LAKEWOOD, NEW HAMPSHIRE -- We were picking up a new vehicle in Lakewood, New Jersey. Closest we could fly into was LaGuardia so we rented a one way to drop off in Lakewood following morning. This was a $200 rental. Picked up car as per usual, did walk around etc… The following morning, as I dropped it off I was informed I had had an accident. Obviously I was surprised, would have thought I might have known that. Went out to car and they showed me a piece of plastic popped away from car body, no scratches, nothing, but glue was clearly visible under the plastic. I pointed out this wasn't an accident, but a defective repair. They didn't care, I had to pay.
Called roadside, they confirmed the car had recently been in an accident and repaired, same spot. They said "Put me on with manager", I did, manager listened, said "ok", hung up, looked at me with a grin and said, "You are paying anyway". I said "Call the police", he said "No, you call the police". I called my insurance company, relayed the story, they said, "Put me on with the manager". They told him "you do not move that car until we get an adjuster there", and then told me "Go ahead and leave after signing". Upshot, the Enterprise location then billed me, immediately, without the car being looked at, for $480 for the “regluing” of this part.
I called Amex and stopped payment, called Enterprise, anyone ever try to get customer service in corporate? There is none. The damage department said they would not step in, even though they also could see that this was previous damage. There was absolutely no assistance. Regional representative would not do anything, told me he would get back to me and didn't, although he was also pretty useless, said he backed his employees, and that they “did the right thing”.
Finally called NJ AG's office, they started investigation and suddenly Enterprise couldn't wait to credit the money back to my card. Funny how that worked. Never want to use Enterprise again. They have some real crooks working for them, and no recourse within company.
Thank you for bringing this to our attention, John. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@Enterprise.com with the complete details. Include the exact rental location, your contact information, rental agreement or reservation number, claim number, and any further information regarding your experience with us that you would like to add.
When emailing, please place reference number 140826-002715 in the subject line. We look forward to hearing from you.
Social Media Coordinator
Enterprise Rent A Car
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 tow truck out. When the tow 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 Enterprise 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.