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.
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.
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
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
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.