FREDERICKSBURG, VIRGINIA -- I was provided a car for an accident claim. They told me they were going to pick me up from the body shop at 7:30 am so I could make it to work. They arrived 45 minutes late and had me sign the document without walking around the car because it was raining bad and because I was now late for work.
When I returned the vehicle, they accused me of putting a small dent in the back bumper. They refused to talk to the attendant gave me the car and also refused to see if there was camera footage to prove that I had not done the damage. Now making a claim against my insurance and informing me that I will have to pay loss of use on top of the damage I did not do. Never use this company unless you want to be late for work and accused of damaging a vehicle that was previously damaged.
We'd like to speak with you directly and have a closer look at this for you. Please email firstname.lastname@example.org and include the exact rental location, your contact information, your claims, rental agreement or reservation number and any other details so we can look into this further. Please include reference number 151210-001482 in the subject line of your email. We look forward to hearing from you soon.
Social Monitoring Coordinator
ALBUQERQUE, NEW MEXICO -- Mr. **, the manager, refused to honor our twice confirmed reservation made online 3 months before and ruined our family trip. Got corporate on the phone and they could not understand why he refused us service. He kept making up policies not listed with his own corporate headquarters to refuse service including that they do not take debit cards which is a lie. They do accept debit cards. When you call to confirm your reservation and tell them that you only have a debit card, they say "no problem."
I then put him on my phone with his corporate headquarters, he told them that they cannot take debit cards despite what it says in their system at headquarters. When that did not go over well with his corporate office or us we got someone else at customer service to suggest he send our reserved car to another location where we could rent it. He lied to us and said there was no reserved car to send. When I did not like that response I put him on with the lady from customer service and he lied to them and said that My family and I were rude to him and his staff and that was why he was refusing to rent to us.
After that phone call, he threatened my 11-year-old daughter with being thrown out of the airport by security. Mr. ** said he manages the local Alamo too and he would treat us the same way over there. We were forced to leave before security arrived and traumatized my daughter.
Thank you for bringing this to our attention Brett. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. 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. Reference #151014-002076. -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.
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!
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
BENTON HARBOR, MICHIGAN -- My insurance company got this car for me when mine was totaled. I was broadside when the other person lost control in bad weather. I was given the choice at the rental company of a huge pickup truck or the Hyundai Santa Fe (bigger). As I was injured in the accident, I drove only when necessary until the end of the rental when I tried to find a replacement car and drove approx 150 miles.
On returning to my home, the service light went on. I could not find how to open the glove box. I called the rental office. He said the button had to be there. He seemed totally unconcerned about the service light. I had to go around to the passenger door and leave it open to see the button, vehicle had all-black interior. The button was all the way to the left of the glove box deep in shadow. Not an easy thing to do with a badly sprained ankle in very cold weather. The manual was not there.
I decided to take the car back a day early. Went to fill it with gas as they charge more than a dollar a gallon over pump price if you don't. Could not figure out how to open the gas cover. Asked a stranger, it stumped him, too. Called Enterprise, remember no service manual in vehicle. Female clerk gave me 2 options. Release button was in neither place. She said "bring the car back and I will not charge you for the refuel."
I returned the car. She informed me that the release button was underneath the door handle where I could not see it. She did charge me for 2 gallons of gas. Also charged the account for 6 days although I had it less than 5. Rent from someone else if you have a choice. Oh, one of the last things said to me was, "We try to give the very best customer service."