CEDAR RAPIDS, IOWA -- I rented a car from Enterprise, and had no problems on my trip. When I returned the car, it was after hours. I put the car in their parking lot and checked for damage. There was none, so I left it. The next morning I receive a call at 9:30 saying there was damage to the car. I try to go get a pic and they already moved the car before I could see it. I went in to get a copy of my contract which I left in the glove compartment. They would not give me a copy of the contract, just a receipt.
I noticed the car was checked in at 7:30 so they waited 2 hours to contact me. I went to a nearby business to see if there was a witness to what happened to the car. One lady said she didn't see what happened to this car but have noticed Enterprise drivers damaging other cars behind the business where the general public is not allowed. They are charging me with almost $2000 in damage. So I turn the incident into my insurance company, and now Enterprise has turned me into a collection agency because my insurance company was taking too long.
Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter's full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150609-002931. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana
FREDERICKSBURG, VIRGINIA -- They were 45 minutes late picking me up for my appointment, making me late for work and a waiting room of angry patients waiting for me. It was raining hard when I picked up the truck so we didn't do a walk around. Now they are blaming me for a small dent in the back bumper threatening to call my insurance company and charge my credit card.
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.
ALBANY, NEW YORK -- I am writing this to share my most recent experience with Enterprise. It is this experience that I can honestly say has ensured that neither my wife nor I will ever consider doing business with Enterprise again. Planning for an upcoming business trip I booked a hotel and car rental with Expedia.com, something I have done numerous times in the past without incident. This occasion seemed no different. I was able to book my reservations online, received confirmation e-mails from both Expedia and Enterprise verifying the reservations.
My confirmation from Expedia stated that all I would need to rent the car was a print out of my confirmation, valid driver's license and credit card. Since I do not have a credit card I called my bank to confirm that my VISA debit card would be an acceptable alternative. My bank reiterated to me that the VISA logo on the card meant that it could be used anywhere a VISA credit card was accepted. I received a second confirmation, this one directly from Expedia. Out of habit I browsed through the terms and conditions, noting that a deposit would be required. Nothing seemed out of the ordinary.
Having rented numerous cars in the past I had no reason to be concerned and thought that everything was in order. However, when I showed up at the Albany Airport at 6:00 am for my scheduled pickup, my wife and I found ourselves in a situation we did not expect. I was greeted by a young man whose attitude made it clear he did not wish to be there. The young man asked me for my information and I promptly supplied him with my confirmation e-mail, driver's license and VISA debit card. No sooner did I hand the items to the young man he handed them back saying that Enterprise does not accept debit cards.
When I stated that it had a VISA logo on it, he reluctantly took the debit card informing me that he would have to run the card for a $250.00 deposit in addition to the rental car fee. Expecting this, I readily consented. However, the customer service representative stood there with an air of expectancy. When I asked if he needed anything else he said that he was going to need additional proof of identity, proof of residence and my most recent paycheck stubs.
Both my wife and I were completely floored. We have rented from every car rental place in the Albany Airport, with this being our first time at Enterprise, and have never been asked to provide the documents requested today. This put us in a very precarious position since I was scheduled to be at my job for departure at 7:00 am. It was already quarter after 6 and I was being asked to provide information that I did not have with me.
Explaining that I did not have time to go home and get all the required paperwork the customer service representative stated that this was their policy and that this confusion was due to my using Expedia to book my reservation, since Expedia and Enterprise do not share the same terms and conditions surrounding their rental policies. After looking in the car for any kind of document that might be acceptable my wife and I returned with several documents, including a previous electric bill - all of which the customer service representative had said was acceptable.
I submitted the new set of paperwork to the young man, to which he promptly said that he could not rent me a vehicle since the bill I provided him showed a past due balance. I explained that it was an old bill and that it was all I had. The representative's response was that we obviously did not have the credit to rent a car and by allowing us to rent a car he could lose his job. After a half hour of trying to rent a car I had a reservation for, along with the required documents, payment and deposit, I was denied. I have never been so humiliated in public and by a complete stranger that I was trying to do business with before.
Due of this exchange I found myself running late to my job, therefore delaying other members of my party I was to travel with. I found myself out of time and without a car, forcing me to take the family vehicle so that I would still be able to attend my out of state business trip. By doing so, I had to leave my wife and our children without a car until Saturday morning. Even more worrisome, our oldest daughter is pregnant and due to have her baby any day. It was for this very reason that I did not wish to leave my family without a car. My wife tried calling Enterprise to discuss the matter.
She was told by a representative that the problem was that we did not read the itinerary, which states that we would have to call the location to see if they took debit cards, at which time they would have informed us about the additional documentation required to rent from their facility. We have both looked at my e-mail confirmation and it says no such thing. When my wife stated this the representative began to argue with her. My wife repeated that neither the company's terms and conditions or policies stated any such thing on the website or in the e-mail. The customer service representative stated that the problem was using Expedia to book the reservation.
I find it interesting that out of the many, many times my wife and I have used Expedia we have never once had a problem until today. I have rented cars from various rental companies over the years and only Enterprise has provided such a blatantly rude, unnecessarily intrusive and humiliating experience.
While Enterprise claims that Expedia is to blame for the 'mix up', it was Enterprise that denied me a car rental because of Enterprise's own policies - policies we were told prevent the company loss. I would hope that the irony of this situation is not lost on Enterprise because it is Enterprise's loss prevention policies have ensured the loss of any and all of our future business.
WEST PALM BEACH, FLORIDA -- I have rented from Enterprise many times before and I must agree with a previous review I read about the employees being much more thorough when checking you out than when checking you in. I recently rented from PBI in FL. The young lady checking me in did not even walk around the entire car with me and every scratch I pointed out she said was cosmetic and normal wear and tear. Now seeing as I am not an Enterprise employee, I do not know EXACTLY what damage is considered... I believe this is why they have someone there to assist you. Well that was a giant FAIL.
When I returned the car after renting it for only 3 or 4 days, the manager checking me in claimed there was damage to the driver side, damage by the gas lid, damage on the front bumper, damage on the passenger door, and the entire roof was dented. I'm sorry but what did you think I did while I was there for 3 days? Drive the car through a hail storm of sorts? He told me they would have to check to see if there were previous damage reports and he would be filing a claim. Great. A week later a gentleman calls to discuss the claim but I'm working and cannot answer. I return the call the same day, but no answer.
Next day the guy calls again while I'm working and I return the call once again with no answer. This happens once or twice more over the next one or 2 weeks and finally the calls stop. I then call the number I had been calling back to tell them that since no one is returning my calls or sending me information via email which I requested in the last voicemail I had left for the gentleman, that I would be assuming the claim was not being followed through. The voicemail I reached this time was that of a woman... and she didn't return my call either. Now it's a month later and I get an envelope in the mail saying I owe over $2600 in damages! I'm in awe.
I did not put a single scratch on that vehicle and with the amount of damage they claimed occurred, it is amazing to me that no one else ever caught it before my experience. The amount of damage and the fact that is it on every side of the car is not even a reasonable amount of damage to occur in a 3-day period. AND on top of that the pictures that they sent me to review are in black and white and you cannot see a single dent. I have spoken with a lawyer who has told me to dispute the charges until he has further reviewed my issue and to request color copies of the damage because black and white is not acceptable.
This is not an issue of money, because I have it if I needed to pay. However, I legitimately did not put a single scratch on this vehicle and I refuse to pay for damages that someone else caused and that it was overlooked by other employees in the past. I will not be the scapegoat. I WILL NEVER RENT FROM ENTERPRISE AND NOR WILL MY FRIENDS AND FAMILY THAT TRAVEL OFTEN AND HAVE RENTED FROM THEM IN THE PAST!
LAKE CHARLES, LOUISIANA -- Scheduled a vehicle for vacation 2 weeks prior to our vacation, and held it on my Amex Card. Rate was agreed upon with a confirmation number. I showed up, and the rate had jumped up to almost double, so I objected, and informed the person that I had a confirmation # with my rates included, which I had left at home. He stated that he was sorry, but the rate was over 150 a day, and as I continued to explain that was not what I had agreed to, and held the reservation on my Amex card, he actually raised his voice at me and told me to be shut up and let him figure out why my rate was different.
He even threatened to cancel my rental, as if he were in charge. I was not loud, or out of line, but firm I had not agreed to that rate. I actually think this guy has some anger issues, and felt intimidated and I didn't respond, as he was aggressive. He finally ceded that they had included the insurance which I declined, and after 15 mins, said I would get the rate I was confirmed for. He told me I had to inspect the car, (and my first thing I noticed, it had a LIMU sticker on it????) and when he raised opened the back door of the vehicle, he showed where the tire tools were (???) and told me to look where the spare was.
When I was looking, he slammed the door down on my head, and I was stunned, and shocked, and obviously hurting. He then stated I was really having a bad day, and reminded me how my rates were messed up. I think this guy is a half ** individual, but I only wanted to leave, and get out of there. On Monday, my husband planned to go with me to return the vehicle, but he was not there. My issue NOW is we left our GPS in the Vehicle. Didn't realize it for a week, and of course, no one, after contacting the manager **, has turned it in. I got a sense of "you're never going to see it again" and "we aren't responsible for items left in the car".
Well how about being responsible for slamming my head on the back door, and having a psycho yell at me? I know, and they know, that GPS was found in cleaning, as it doesn't belong with the vehicle. No one but staff has that GPS. Period. I swore by Enterprise rental prior to this, but I am disgusted with my last experience.
The guy that dropped me off the day I turned it in was great! He needs to run and find a better place to grow his career. His pleasant demeanor doesn't fit in... I wanted to tell this manager about all of my experience, but there was no interest in hearing any of it. I am sure it happens a lot, and thanks to their policy, no one cares, or will you ever get your personals returned. I think I am going to file a police report, so at least it makes me feel better.
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
OCEANSIDE, CA, CALIFORNIA -- My car was hit in an accident. The driver responsible claimed to be insured, but could not present any information. In the interests of time, I chose to work through my insurance and have them collect from the other driver. My insurance includes 80% of $500 towards a rental car. I was told, by State Farm that I could get a car to $21.95 or $24.95 per day. However, when I got dropped off at Enterprise by the auto body shop, all they could offer me was $37.95 per day - which is a little more than the basic rate I can get on the Enterprise web site.
As my car was going to be in for repairs for 3-4 weeks, I asked if I could get a weekly rate instead. This is available on the website and is about $122 a week. I was told no, as the insurance company rates are only daily rates and are negotiated. This has to be a lie. Why would State Farm negotiate rates worse than the standard rates available on the website? What I got for my $37.95 was a stinky (seriously bad odor covered by that rental car scent) Prius with the "requires maintenance" indicator on. The car has never driven like any other Prius I have ever driven. It seems that engine is always running - it never runs on battery, even if I inch forward.
I tried to explain this to the agent and he told me that it's working fine. He didn't even go to the car to check this out. Apparently, he has magic powers to diagnose cars from the counter. Essentially he told me I was stupid. Right now I'm going to use up my $500 allowance in two weeks. My car's repair has been extended to five weeks. So, at this time, I am going to be stuck with an additional $600 in rental charges for a lousy car replacing my car that was in an accident that was not my fault. NEVER EVER USE ENTERPRISE. THEY LOOK LIKE A THIRD RATE OFF-BRAND CAR RENTAL OUTFIT AND THAT IS EXACTLY WHAT THEY ARE
Grant, we've taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to email@example.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
Please reference number 140618-005557 in the subject line of your email. We look forward to hearing from you soon.
Social Media Coordinator
CLARKSVILLE, TENNESSEE -- I first tried to reserve a car online at the location closest to me on Wilma Rudolph. The website said the location had cars but when I called to arrange a ride, the woman told me they were completely out of cars. Turns out cars that are broken or "in the shop" are counted as available online when they actually aren't. So she gave me the number to the next nearest location, but they too were out of cars.
They sent me to the location on Ft. Campbell. This location had cars but because I lived closer to the other locations, I was too far to come pick up. I wasn't offered any other options, just told they could not come get me. I called around for a ride, and called a cab for a quote and they said it would be $20 to drive me to that location across town. So I began looking for closer rental car companies. I called Hertz and they offered me a similar price ($8 more but a much nicer car) and said they would gladly come pick me up, even though they were further away than this location.
When I called this location to cancel my online reservation, the woman told me "they could work something out and come get me anyway." Where was this customer service before? As soon as I said I would take my business elsewhere, suddenly options started opening up. Enterprise lied to me on their website, made me call around looking for a car, then made me call around looking for a ride, then expected me to call Hertz back to cancel after I found what I needed...
The whole thing took an hour. They said they would not give me a discount for my trouble if I still choose them, and would have to come pick me up right now, not at noon when I needed. I called Hertz and they had a car, would call as a courtesy before they came to pick me up, and it took less than 5 mins. I'll be working with them from now on. When a company is trying to get my business and money, I expect better cooperation.
Carolee, our team would like to make the proper management aware of your concerns. Please email us at: Care@Enterprise.com. Please include your contact information, rental agreement number and any additional details you would like to share about your experience. Please attach reference #140325-002808 to your email. Thank You. -Christina