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.
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.
ARLINGTON, VIRGINIA -- For years, I have been a good customer of Enterprise Rent-A-Car. I fly into DC every month to see my girls who live in the DC area. This past time, I dealt with a young black man who seemed to have it in for me. He showed me an upgraded car (I have been VIP for years, so I am used to upgrades from Enterprise) and asked me if it was OK. I took a walk around the car and did not notice anything glaring about the condition of the vehicle. It was a Dodge crossover SUV type vehicle with just over 14K miles. I kept the car for the six days, returning it at 4 am, as I had promised.
Since nobody was there (at the Enterprise area of DCA), I left the car and went to catch my flight. Two days later, I received a letter stating the vehicle had suffered "damage to the roof due to hail" and that I was responsible for 2300+ in damages. I called and said that I did not look on the very roof of the vehicle when I checked it out, since it is an SUV and I am a senior citizen and did not feel comfortable climbing up on the wheel well and looking at the top roof. After all, I had never thought to look at the top roof of any SUV I rented in the past.
Enterprise insisted that the car had been damaged whilst in my possession, a finding that I found difficult, since I could not remember any hail coming down while I was in the DC area. I went to the NOAA (National Oceanographic and Aerospace Agency) and looked up the storm reports for the week I had the car. There were no reports of hail within 300 miles of where I was. Since I had only driven the car for 225 miles, I figured this was proof positive that the car did NOT receive any hail damage whilst I had it in my possession. I even emailed the link to the NOAA to the claims people at Enterprise.
They continued to deny my claim that the vehicle was damaged before or after I had possession and insisted that I either have my insurance company (AAA) pay for the damage or that I pay for the damage myself. I am very angry at the way I was treated. Even after I provided absolute PROOF that no hail had occurred while I was in possession (an impossibility), they continued to insist that I was responsible. My take on this is that the young black radical who helped me had it in for me. I am a successful businessman and he had an attitude from the get go. I cannot prove he purposefully gave me a car he knew was damaged, but I feel I was set up.
Now...since I have not listed his name, I am not committing libel, but the real kicker is that even with POSITIVE PROOF from the main storm SCIENTIFIC center for the USA, Enterprise continued to claim the car had been damaged while in my possession. My insurance company is going to pay the claim, minus my deductible, but the absolute crappy way I was treated has firmed up my resolve to NEVER again rent from Enterprise, or their sister companies, Alamo, or National.
I spend about 6K a year on just my DC trips with them, but now...I just booked a six day rental with Hertz, my old car company, who for some reason, I quit using (I think Enterprise is cheaper, now I know why, jerks). So, here you have it. An unscrupulous company claiming damages to a vehicle by a loyal customer, even after proof has been provided. I almost thought about suing them, but finally, just decided to let my insurance pay and leave as many bad reviews for them as possible. Caveat Emptor.
CULLMAN, ALABAMA -- I rented a car from them, because I did not have a credit card I had to have a deposit. I put down 200.00 dollars and was supposed to get this back when I brought the car back. On the receipt they gave me it said "24 hour billing cycle." I was not shown this when renting car so I waited. No deposit back on my card. I call Enterprise customer service and lady I talked to said "yeah they don't tell you they hold your deposit for 5 to 7 days when you rent the car."
The car was perfect when I returned it. I purchased all the insurance. I felt like because I did not have a credit card I got the runaround. We work all year to take our kids on a vacation. We had a budget and I was expecting to get this money back right away, since Enterprise took their money from my account right away. I think Enterprise should wait 5 to 7 days for your money from your customers. This is shameful. It ruined a great vacation. I cried for days. After this you need to get a better billing system. If this is the problem it is not fair for you to keep people's money... Your company took theirs right away. Not fair... Will never rent from you again... Heartbroken.
EDGEWOOD, MARYLAND -- Enterprise has wrongly accused us of damaging our rental car up for thousands of dollars. They refuse to return phone calls and are reluctant to give out information when questions. One representative referred to my questions as "irrelevant" and told me to call my insurance company. I believe that Enterprise is running an illegal and unfair scam to hurt consumers. I have done the research and there are thousands of similar complaints against this company.
Do not use them. If you do, record all of your dealings with them. Never let a company representative transfer your car (the company won't record names of transfers - it's irrelevant). Do not allow this greedy corporation take advantage of you.
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