[X]

Enterprise Rent-A-Car - Page 3

Star Half star Empty star Empty star Empty star
334 Reviews & Complaints
www.enterprise.com

Most Popular | Newest | More Options >
More filter options:
Used Car Sales SCAM
Posted by Scammed by Enterprise Tampa FL on 04/22/2008
TAMPA, FLORIDA -- Trusted Car Salesman (patient) – his belief in the 109-point inspection and 12 month warranty and how there is “no way I could go wrong, and he would take care of me”.

Visited Enterprise Car Sales (Hillsborough Ave, Tampa). Decided on a 2006 PT Cruiser with under 38k miles priced at $8.999.00 ($1k below blue book). Took for test drive, but did not drive above 40 mph. Finance Manager was to see if she could secure a loan for me within the $200.00 per month payments and no money down as I requested. Requested money to hold the car. They do not take credit or debit cards (now I know why – I would have be protected) and took $30.00 cash – that’s all I had.

Received a voice mail message that I was approved for $200+ per month and to call back for details. I returned call and received voice mail. No return call that day.

Called Car Salesman to let him know I would be by. Brought family with me. Paperwork was presented and signatures requested. One of which, Repurchase Agreement, indicates that I can return the car in 7 days if not satisfied, either pick out another auto or get my money back less $200.00 (for documentation and cleaning fee). I was informed I was capped out by loan company for $9500.00. They stated I would need $600.00 down, and I could not include the Bumper-to-Bumper warranty for $1950.00 and could only afford the GAP for $479.00. Told them I didn’t want the GAP and to apply it toward the $600.00 down. They stated that could not be done and it would be backed out of the loan. They stated I needed the GAP and that they didn’t get a commission on selling this. It showed the lender that I was serious about being responsible and intended to pay the loan in full.

I signed all paperwork. I stated the interest rate was high at 15.75 but they said that was good for me and the other lenders wanted up to 20%. She said this was a friend of hers at the lender and she called in a favor for me. She said there was still a balance of the Manufacturers Warranty but wasn’t sure what it was. They told me I could check it out to see what the warranty was for that year. They forg to collect the $600.00 check from me and to give me the other key. Tank was filled ½ full. As I drove the vehicle home I noticed that there was a bad vibration at higher speeds. Arrived home and told my Uncle about vibration. He took the PT Cruiser for a test drive and I went as well. There was a vibration at lower speeds, but were difficult for me to detect until he stepped on the gas. He thought it was a motor mount by the feel and the reaction of the vibration or how it occurred.

I searched the Internet for similar problems and found “UPDATE: On the vibration problem on some PT Cruisers. I have a 2007 and a 2006 PT Cruiser. The 2006 had a vibration at 18-20 and 40-50 mph. Very irritating. Took to a local Chrysler dealership to have the service manager tell me at 22,000 miles there was nothing that could be done. Took the vehicle to another dealership and they ask me to leave it a few days. They contacted Chrysler and fund the driver’s side axle shaft was the culprit. Chrysler told them to order a turbo axle shaft, which is balanced. They put it in and the vehicle is as smooth as silk. The standard axle shaft is not balanced but the turbo axle shaft is balanced and it made as much difference as night and day.”

Called Enterprise next morning to let them know of the axle imbalance. They claimed no knowledge of defect and said they would research and get back to me. They also made the comment “Oh good, this would be under warranty and won’t cost us money”. No apology to me. Sure makes me feel like things are going to get taken care of well as long as it won’t cost them money.

Received call from Car Salesman that they forgot to get $600.00 check and he would get it from me on Saturday when he came my office for his treatment. I asked him what about the axle problem. He told me I could bring it back at my convenience and get a loaner. I explained to Car Salesman why I dealt with him. I do not have any time to be down and inconvenienced. I needed a reliable auto. He said he would pick up the PT Cruiser on what happened to be 8 days after signed paperwork – leaving me out of the 7 day return if not happy. Then he would get the axle fixed. He would return the PT Cruiser to me the following Saturday. No apology for what’s happened to this point.

Day 2 I try to start PT Cruiser. Click, click, click, click. Try again and it starts. Now I know I’ve got a lemon and why they are trying so hard to get the deposit of $600.00 not to mention the promised repair work out of the 7 day return policy. They obviously are aware this is a lemon. How could a 109-point inspection have been done on this car that has presented these kind of problems in only 2 days? I am, now, putting 2 and 2 together and decide that I am returning the vehicle to them and intend on canceling the contract. My friend went with me to return the vehicle. I was greeted by the Car Salesman and I told him I was there to return the car and cancel the contract. He wanted to know why and I told him of the events and that I didn’t trust him or anyone there and didn’t want another vehicle – they were trying to sell me a car that they knew had problems and I did not want to do business with them. He states he would make me happy and do right by me besides he had 98% satisfaction. Guess I fell in the other 2 %.

He then states that they just received the recall on the half axle on Monday. Another lie. I told him that I gave him the benefit of the doubt and that he was doing what he was told to do. He disclaimed that saying no that is not the case. He then asks me why I didn’t call him directly instead of just showing up there. Told him, it would just give them more time to cover their tracks and time for better lies. I then pointed out to him that on my 12 month warranty they never verbally disclosed about the $50.00 deductible per service repair. He gives me this dumbfounded look and stated he never heard of it and asked if he could take it to Finance Manager. Finance Manager comes in with a newly printed warranty that does not include the deductible terminology and states that she doesn’t know how it printed out like that. She tries all her smooth talking and states that because of my bringing to her attention about the axle half shaft she has spent the entire day calling all buyers of PT Cruisers and informing them of the recall.

Believe that one? Finance Manager proceeded to show me the FEDEX receipt that was shipped and it couldn’t be stopped. I told her to cancel the contract, the entire agreement involving the car and to sign something that she was in receipt of the car. She refused. Told me the financing company will want $200.00 to cancel and that she was trying to come to some agreement with me but I wasn’t listening. She wanted me to look at her screen for this and that and I refused. I saw her in her office at the computer. She apparently changed my file to cover her tracks. Can I prove it? As my friend said, “if there was any gray matter, it was all cleared up with the changing of the warranty document, and this was no legit business”. I left there with their refusal to sign anything that the car was in their hands and Finance Manager hoped I would get over my anger with them. She said to give her 2 hours to see what she could do. Never heard from her. I didn’t expect to. When I returned home I searched the Internet for the RECALL which was suppose to be issued the Monday before I purchased the vehicle. No such recall. Imagine that . . . another lie. Another confirmation they knew what was wrong with the vehicle.

Next day I receive a voice mail from Manager to give him a call regarding the purchase of the PT Cruiser.

Next day I called Attorney General’s Office. Informed that I owe the $200.00 because I signed the paper. It doesn’t matter that they lied, the car is a lemon, or that they knew and were trying to get one over on me. I signed and I owe. 9:50 a.m. I called the Manager and got his voicemail. I left a message to please return my call. Manager left me a voice mail stating to call him from 5-7 p.m. Called back at 6:47 p.m. and Car Salesman answered. Said Manager had just left, but Finance Manager was available. I asked if their position had changed and he said no. Told him I didn’t want to speak with Finance Manager and to please have cancellation paperwork ready for 1:30 p.m. tomorrow and I would have the check for $200.00 and to have my $30.00 cash, that I left to hold the car, ready as well to return to me. I told him to please make sure the paperwork is ready and that I would take time to read through before signing. He said he would be by my office tomorrow if that is okay. I told him we would not conduct business there and it did not have anything to do with his treatment. He said that he didn’t mean that, wanted to see if I was comfortable treating him. Told him that no discussion of the car would take place and it belonged outside of my office again, it has nothing to do with his treatment.

After work I went to Enterprise with my check and to cancel transaction. Receive a call from Car Salesman that he had my $30 cash to give back to me, but forgot. I just told him last night that no business would be done at my employment. I now also know that I won’t see my $30.00 either. He asks when he can give it to me and I told him to give it to the front desk when he comes in 2 days from now. Just another little game he’s playing. Then I receive a call from lender stating they hold the loan for my car and needed information. I proceeded to tell her that I returned the car last Friday and am on the way to cancel the sale because they are a SCAM. She asked me to repeat myself and “You gave the car back?”. She said she would call me later. Called Enterprise to let them know I was on my way. I arrive shortly after 1p.m. and Finance Manager tells me to come in to her office. There is another couple (potential buyers in another office). She’s typing up the cancellation and I ask her who to make my check out to. She then informs me that she cannot take a personal check it has to be cash or certified check/money order. I asked why no one told me. She states Manager should have told me and she would have but she heard that I didn’t want to talk to her.

Well, I would have if she told the truth at anything. That the paperwork did not state it had to be so. She refused to take my check and I told her I wanted to talk to the manager. She fakes a call and somehow loses him and then can’t get him back. Another game. I call my uncle and tell him trying to make it difficult and playing more games. I call my mother for advice (I know I only have one more day before they hold me to the contract and I now see how difficult and at what depth they are going to try to stick it to me. I walk outside her office near the entrance door and tell my mother what they were trying and the worst word I used was “bull crap they were pulling”. Finance Manager comes out of her office and confronts me while I am on the phone with my mother to remove myself from the property. I said “Are you going to take my check?” She stated if I didn’t remove myself from the property she was going to call the police. She started dialing her phone. Low tactics. She didn’t want the potential buyers to overhear the SCAM they pull there. I’ve never been threatened with calling the police on me – I’ve never given cause and never will.

So humiliated, I left and went to the bank for a certified check. I explained to the Teller what I was being put through. I didn’t know who to make the check out to so she called and asked for Finance Manager. She was transferred to some man’s voice mail. She called back again and explained that she was issuing a check and needed to know who the check is to be made payable to. She is then told “Enterprise Car Sales”. I call my uncle to meet me at Enterprise, for I will not go alone again – not without a man or a witness. We parked at parking lot next door so they wouldn’t leave when they saw my car and we walked to Enterprise. Finance Manager is not in her office and Manager is motioning with his finger (just a moment) since he was on the phone. I see Finance Manager look at me through the window in the entrance door and she walks a little faster out to the parking lot.

Manager takes us to his office and edits Finance Manager’s release letter and he starts with his speech. I told him we all know what happened here and don’t tell me that you were going to take care of things. I had no faith in them and everything they pulled left me with an awful taste for Enterprise. He said “sorry”. My uncle and I left and another salesperson was outside having a cigarette and sarcastically said did Manager take care of you and make you happy. I said well, he ripped me off. My uncle asked her how she could work at a place like this. She said it was a great place to work and I told her “only if you enjoy scamming people”.

Am I really free of this transaction? Only time will tell. But now it is my time to tell so I can save others from this scam.

Lesson learned? – it cost me over $200.00, but I am passing it on to you for free. $180.00 in lost business because I had to cancel appointments on Friday (a business I just recently started); total of 326 miles or $58.00 in gas (counting everyone that came with me) and $30.00 cash I will probably never see. So I am out close to $500.00 and they are considered to not be in the wrong by our Florida law. Please don’t be in a hurry with paperwork and really think what you are signing. Looking back now, I would have never agreed to the $200.00 forfeiture, for the only reason I personally would have returned the car was due to a lemon or dishonesty. Listen and watch for the red flags or puzzle pieces, don’t wait for the puzzle to be complete. It is unfair and unjust, but used cars do not fall under the Florida Lemon Law, nor is there a 3-day to rescind.

They can be selling me a lemon and pulling lie after lie, but there is nothing wrong with that in the eyes of the law. I signed the paper and that’s all that counts. Even though on the backside of this same document is the 109-point inspection that has AXLES and ELECTRICAL/BATTERY checked. The only thing that appears to have been checked on this auto is that the part was there, not that it was actually working. And, they do not take it for a road test. Who inspects a car and doesn’t give it a test drive?

     
Add reply

Enterprise is a horrible company
Posted by EnterpriseSucks on 09/30/2007
PITTSBURGH, PENNSYLVANIA -- This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but the event I volunteer for is being charged a one-night hotel fee because I was not there Thursday evening.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................
     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by Timboss on 2007-10-01:
You asked if they took a debit/CREDIT card, the clerk heard Credit card and took your reservation. But the other items are interesting - I very seldom ever put flight information down on a rental car form. Also, some cars they have are from other States that do not require a sticker, I live in one, so the vehicle may have been registered in a different State. I agree with JayD on the fact that you need a credit card if you are going to be renting cars - I tried to rent one once and I needed all the information you talked about.
Posted by EnterpriseSucks on 2007-10-01:
Online, it said that many car rental companies take debit cards. That's why I called to see if they did. And that's when I was told yes. I even explained to the employee that it was a bank card for my checking account.

The vehicles were BOTH registered in Pennsylvania.
Posted by Timboss on 2007-10-01:
You could notify the DOT that Enterprise is renting cars without inspection stickers. I looked on the DOT website and found something very interesting, it seems if you register in certain counties you do NOT need an inspection:

Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.

The plot thickens.

I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Posted by Timboss on 2007-10-01:
You could notify the DOT that Enterprise is renting cars without inspection stickers. I looked on the DOT website and found something very interesting, it seems if you register in certain counties you do NOT need an inspection:

Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.

The plot thickens.

I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Posted by spiderman2 on 2007-10-01:
TimBoss, in Pennsylvania all vehilces need a yearly inspection sticker. The above listing of counties is for those who needs to have an emissions sticker. THey are 2 different stickers. (and don't even get me started on how stupid this is since older cars are exempt!!)
Posted by Anonymous on 2007-10-01:
Interesting.
<;O)
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Do Not Trust Enterprise Rental Cars
Posted by Abbyhuntley on 11/07/2012
TALLAHASSEE, FLORIDA -- I used my insurance company's preferred rental car compaany when I was hit by a driver (no fault of mine). When I arrived to pick up my rental, there were two cars available and one had too many scratches on it for me to take. I wondered by it hadn;t been fixed before they put it out to be rented by a new customer... By default, I had to take a VW Passat that also had many dings and scratches. The Enterprise representative walked around the car with me but constantly put her clipboard up to every dent and only circled those she felt were appropriate.

Today I dropped off my rental and checked the entire thing for new scratches, dents, dings, etc. Nothing was wrong.

I just got a call that there are scratches on the bumper and they are sending it to be fixed in the morning and I was responsible for the claim- but they couldn't tell me what they thought it would cost to fix. When I said I wanted to see it first they said I would have to get there first thing in the morning- I have meetings all day. I am not sure why this particular car has to be done so fast when the one they tried to give me was beat to pieces. I will be calling my insurance company to complain and bringing my attorney with me tomorrow to Enterprise. This is fraudulent.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by Enterprise cares on 2012-11-08:
abbyhuntley,

My name is Katherine and I work in the Customer Service Department in Social Media.

We’ve taken note of your complaint and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to care[at]Enterprise.com including the exact rental location information, your contact information, your rental agreement and any further information regarding your experience with us.

When emailing, please list Reference Number 121108-000945 in the subject line.

We look forward to hearing from you.

Katherine
Social Media Coordinator
Enterprise Rent-A-Car

Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad Structure, Bad functions, Bad customer service
Posted by Dadentistry on 11/01/2012
APPLETON, GREEN BAY, WISCONSIN -- I had originally reserved a cargo van to be used for moving purposes. The day of my moving day, Enterprise from Appleton calls and say that they unfortunately don't have a cargo van available for me. They said that they would look around the valley to see if anyone else had any, yet, throughout the entire day, not one phone call was made back. Hence, the very next day, I decided to take actions into my own hands, and was fortunate enough to have found a cargo van in one of the Green Bay, WI Enterprise branches. However, when I drove 45 minutes to get there, because they weren't willing to drop it off at their Appleton, WI location, I was denied picking up the van. I tried using my debit card, but they refused it, unless I had extra documentations like a check stub AND a bill...who the hell caries that kind of things with them on a everyday basis. Yet, I also thought it was really strange that their Appleton branch accepts my debit, but Green Bay doesn't?!...HHMM...Maybe corporate needs to standardize what the hell it is that they can all come to come conclusion on having the same process of renting out cars/trucks/vans for customer. I am furious because I had wasted my time, my gas, and my money to drive to Green Bay to be denied pick up on a reservation that one of their own branches messed up!

     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by Enterprise cares on 2012-11-03:
We do our best to ensure a great rental experience and we regret that you did not have a pleasant experience with us. We'd like to discuss this further. Please contact us at care[at]enterprise.com with complete details, including your contact information, rental agreement or reservation number and any further information regarding your experience with us in Appleton.

When emailing, please list Reference Number 121103-000347 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Social Media Coordinator
Enterprise Rent A Car
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Fraudulently Claimed Hail Damage to Vehicle.
Posted by Rayzehrung on 07/09/2012
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 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 whist 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 care 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 setup.

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.
     
Read 5 RepliesAdd reply

User Replies:Close comments

Posted by Tezrien on 2012-07-09:
Even if the SUV was damaged by hail while you rented it I don't understand how Enterprise could hold you responsible for an act of God. Hopefully your insurance company will go after them for reimbursement of the claim plus your deductible.
Posted by trmn8r on 2012-07-09:
"My take on this is that the young black radical who helped me had it in for me."

There is suspicion on both sides here - Enterprise has hard evidence, you do not. The young man upgraded your car and asked if it was OK when you arrived, but after the fact you say he had an attitude and seemed to have it "in" for you. Was there an incident or undescribed behavior that occurred when you chose the car?

Is it possible that like other incidents where a renter is accused of doing damage that this was simply damage not previously noted by anyone? What makes you say that this young man is a "radical"?
Posted by Enterprise cares on 2012-07-10:
We’ve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location information, your contact information, your rental agreement number and damage claim or "DX" number and any further information regarding your experience with us.

When emailing, please list Reference Number 120710-001248 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Enterprise Rent A Car
Posted by Nobody on 2012-09-13:
Who would pay for your own car if it were damaged by and "act of god"? The Church? The Pope? No, your insurance company would. It's clearly stated on your contract that the RENTER is responisble for any damage, their fault or not...including acts of god
Posted by KocH on 2013-08-17:
August 2013
I just had the same experience with Enterprise Car Rental, returned the car with a "no damage" review. Called by the rep who said the hail storm damaged the roof of the rented SUV and I would be receive a damage claim, when asked for a copy of the revised report the rude rep said we rent millions of cars per day and cannot give individual attention to one claim. It was a good experience until the call for the mystery damage from a hail storm in Minnesota.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Harvester Rd. Burlington Scammers - Beware
Posted by As_home04 on 06/18/2012
If you don't pay for additional insurance coverage, make sure you take before and after photos of the car. Also make sure you are with the guy when he does the walk around to make sure he doesn't inflict any damage ( i.e. scratches) himself. Renter beware!
     
Read 7 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-06-19:
What happened? Did they bill you? Do you have proof that the walk around guy scratched/damaged the car?

Yes, it would be wise today to use a digital camera to document the condition of the car. Good advice.
Posted by danie1442 on 2012-06-19:
I too would like to know what happened. I learned the hard way at Avis to have the lot attendants do a walk through with me to look at the car before I drive off. At Dulles, there was no one in the area where the cars are parked at night. You get the keys inside and they tell you where it is parked.

I rented a car that had scratches and did not go back inside to complain and when I went to drop it off in another state they made me write an incident report regarding the damages. I wrote that they were there and no one checked the car at the pick-up location. I did not receive a bill for the damages in the end but it could have easily went the other way.
Posted by Enterprise cares on 2012-06-19:
We're listeing. If you need any assistance please email care[at]enterprise.com with your full name, the rental agreement number, and any further details.

When emailing please list reference #120619-001892 in the subject line.

-Amanda
Enterprise Rent-A-Car
Posted by as_home04 on 2012-06-19:
Had the same bad experience. Make SURE you are with the guy when he does the walk around when you return the car. I had to pay for a key scratch (7" long) that clearly wasn't there when I returned the car. He told me to wait inside while he did the walk around and then boldly came back inside and said I damaged the car!
Posted by trmn8r on 2012-06-19:
as_home04 - I don't believe this is the same experience as danie. In that case, the scratches were there when the car was rented.

I am having trouble imagining why the Enterprise rep would intentionally scratch the car *while you were waiting inside* and then tell you the car was scratched and it is your fault. What you are suggesting is clearly fraudulent, but I can't see the incentive for them to do this.
Posted by as_home04 on 2012-06-19:
When you return the car, don't follow his instructions to sit inside while he inspects the car. Make sure you are with him while he does the return walk around!! If not, a nice expensive key scratch may appear out of nowhere and guess who is going to pay for it? YOU!!
Posted by as_home04 on 2012-06-19:
When I signed for the car the guy was clearly ticked that I didn't take any additional insurance. I would be surprised if the sales people don't get incentive for selling additional insurance. Maybe it was his way of getting back at me when I returned the car (same guy). I know the scratch wasn't there before because it was a good 8-12 inches and there was absolutely no way I didn't see it. I am just advising customers to beware.
Close commentsAdd reply

I'll Pass On The Next Enterprise Rental
Posted by Johnslastson57 on 11/28/2011
GARLAND PLANO, TEXAS -- I originally rented from Enterprise in Plano..slightly less $$ than my original destination, Hertz. Major mistake. Only picked Plano Hertz as it’s close to my job, pulled into Enterprise because I rented there last year. The guy that rented me this year’s car allowed me to look it over before we rented because it was a very small car; it sufficed so we accepted it. On one side there was a major scrape to the quarter panel, 5" to 6” high by 3.5” wide(primer & plastic exposed), a scratch on the hood & a button hole dent on the driver door; all documented by AnDrew of the Plano Enterprise location, before I signed the contract. I also paid for insurance removing liability for damages upon returning the vehicle. I was assured there would be a slight reduction in my overall costs if I returned the vehicle early. After 2 full safe weeks, no incidents at all, with more gas in the tank than when I drove it off the lot, I drop the car off early early dark morning, car-washed & vacuumed! I go back a few hours later same morning to drop off the keys, finalize my contract. Lady named Monica asks if its the vehicle that was already there, as in, she saw it when she arrived for work; yes, I reply. After she does her walk around, she walks back inside, announces in front of a room full of people, "Did someone hit you?!, There's damages to this vehicle!" I inform the Lady - apparently in charge of the room - that the damages were there when I picked the vehicle up, to which she responds (to all), "Hold on I have to call about this(shaking my contract at me), I have to make sure, I mean the damage is bad! I see the little notes they made on the contract, but uhh, I mean, this damage is severe! I have to write a report!" So not only am I now embarrasssed by her comments like I'm on hold awaiting the rental car police, but now she's treating me like I have a reason to lie about the car I made sure I returned as I took it, in front of everyone! I wait until she's done with a majority of their customers, while I wait for the rental police, for her to call the Plano location to verify knowledge of these 'horrible damages'.., pre-existing, not of my doing at all, as already noted on the contract, but she has to make sure they're aware of it! She makes her call, I'm standing there listening along with other customers as she talks loudly about how bad the damages are,"I mean its bad, its scraped really bad, its actually dented, you can tell its been hit before!" When she's done with the call, after Plano relates they indeed are aware of the damage(s),she invites me to walk out back with her, contract in hand with the initialed notes, circles, etc. I explain what and why I ended up at their Plano location in the first place. She states she understands, she sees the notes, the initials, that I paid the insurance covering such, but can't believe they rented the vehicle to me in the condition it was in; then she looks at the out of state license plate...Kansas! Monica now states she needs to see if I still owe any kind of balance; of 12 to 15 people originally there when I arrived I’m 1 of 3 left; myself awaiting the State Troopers on the way to have me step into the back office! She tells me she sees they've already charged me for the full amount, but that she can't finalize the charges, they have to. Then its, "Okaaay, you're all done, that's it...that's it" Like I didn't hear her the first time. My accident report reads verbatim, "CUSTOMER RETURNED THE CAR WITHTDAMAGE TO THE PASSENGER SIDE REAR QUARTER. THERE IS A ALSO A SCRAPE ON THE FRONT BUMPER". I walk outside; call the Plano office intending to speak with the original guy, AnDrew, apparently not necessarily as high ranking as this Forest Ln Lady. Woman on the phone says, "he's out all week, can I help you?" I relate all the crap I just endured via the damages on the vehicle I did not create, she states she is aware, she was the one that just spoke with, "that manager". I ask her if there is a chance at minor reduction in charges as I returned the vehicle 4 hours early. She states no, the time for an early return allowance was yesterday, " I have customers waiting, can I call you back at the number you called from?" Yes, I reply..... She has not called me back, it is now 7:39 hours later.
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by Skye on 2011-11-28:
I think it was dangerous to drop off the car first, then going back to return the keys later. You don't know what could have happened in between the time you dropped the vehicle off and the time you returned the keys.

It's best to return the vehicle and keys at the same time, do a walk around with an employee, to ensure there is no current damage you'll be blamed for.
Posted by onlooker on 2011-11-29:
might I suggest - taking a photo of the car, with the rental person in the photo - showing the damage and then you can confirm what you are saying. I've rented over 25 years with enterprise - no problems like yours with pre- existing damage. But for sure NEVER any discount when bringing cars back early - even when one was 'confirmed', 'guaranteed', or 'promised'.
I like the way she was protecting the company assets, but not the way she made you feel like a criminal.
Posted by clutzycook on 2011-11-29:
Don't you usually get a copy of the initial rental papers? Don't they have space to describe preexisting damage? I would have made sure I had that paper with me along with pictures taken at the time of the rental. But, than again, I would have been real hesitant to take a car with this much damage in the first place--for this very reason.
Posted by Enterprise cares on 2011-12-04:
@johnslastson57
Thank you for bringing this to our attention. I would like to address this situation. Please email care[at]enterprise.com with your contact info, the renting location, and any other details.

When emailing please list reference # 111204-001018 in the subject line.

-Amanda with Enterprise Rent-A-Car
Close commentsAdd reply

Bait & Switch to small cheap Kia
Posted by Buyer beware of Enterprise on 08/17/2010
ROCHESTER, NEW YORK -- Buyer Beware of Enterprise's Bait & Switch tactics.
Last weekend, I had a terrible rental experience with Enterprise at the Rochester, NY airport location.

I reserved a "standard size SUV" online with Enterprise 3 weeks in advance. Enterprise describes this car class as 6 cylinder and gives examples of Jeep Grand Cherokee, Ford Explorer, Nissan Pathfinder. I reserved a standard size SUV because I needed ample cargo space to move my son from Vermont to Rochester, NY. When I arrived to pick up the vehicle at 8:30am on Saturday, I asked if I would be getting a Cherokee. I was told no, I was getting a Kia Sportage. I questioned the adequacy of the cargo space and the rental agent reassured me that it was the same as the Cherokee. When I saw the Kia, I spoke with the branch manager, Chris Barnes and again described my need and questioned the cargo capacity of the Kia in comparison to the Cherokee or Explorer. Barnes again assured me that the Kia was the same class as the Cherokee and had the same cargo space. I questioned his opinion and asked what other standard size SUVs were available. He said none.

The Kia turned out to be totally inadequate for my needs and I had to leave some of my son's belongings in storage in Vermont. When I got home, I did some research online and learned that the Kia Sportage is classified by Kia, Consumer Reports and Edmunds as a "small SUV" not a "standard/midsized SUV" I further learned that the Kia Sportage is the smallest and cheapest Kia SUV and is 4 cylinders not six. The 4 cylinder Kia had poor highway performance on a 12 hour trip. Kia lists its competitors to the Sportage as the Honda CR-V, Ford Escape and Nissan Rogue...all "small SUVs". Furthermore, the Kia Sportage has the smallest cargo space (26.1 cu. ft.) compared to the three other small SUV competitors, which have up to 35.1 cu. ft. When comparing the Kia Sportage to true "intermediate/midsized" SUVs, the cargo space difference is even more dramatic.
When I returned the Kia to Enterprise on Sunday, I expressed my complaints to an agent and Chris Barnes, manager. I found the agent to be professional and responsive but the manager was very unprofessional...telling me that the Kia was a "standard size" SUV and if I was unhappy with it, I should have asked for another vehicle yesterday. I reminded him that I did ask him for another car and he said there were none. I also told him the Kia Sportage is the smallest SUV that Kia make and is a 4 cylinder not a 6 cylinder as advertised. Barnes walked away and left me with the agent who made a price adjustment.

My advice to all the other families, who are renting vehicles from Enterprise to move your college children...BEWARE. Enterprise won't commit to reserving specific vehicles. The vehicle examples listed on their website doesn't match what you will receive. They "bait" you with their advertisement listing bigger, more expensive cars and "switch" you to small, cheap Kias with inadequate cargo space and engines when you pick up your rental.

     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by bob932304 on 2010-08-17:
Some Sportages have 4 cylinders others have 6 cylinders. Not ALL Sportages have only 4. Sorry for your problem, I'd be mad too.
Posted by Enterprise cares on 2010-08-18:
While we are unable to specify the exact make and model, I apologize that a standard size SUV was not available for your rental. We'd like to look into this matter further but need more information to do so.

Please email me, care[at]enterprise.com with your full name, contact information, reservation number and rental agreement number.

When emailing please list reference #100818-002649 in the subject line.

- Elizabeth with Enterprise Rent-A-Car
Close commentsAdd reply

False Accusations, extremely rude behavior, very very disappointed
Posted by RK10 on 05/14/2010
GERMANTOWN, MARYLAND -- I am having a very similar bad experience with ENTERPRISE. Now I have no doubt they totally blame customers for their own faults and make customers pay for the damages caused by whoever earlier. Recently, I had to rent a car because my car was in for repairs due to Hit and Run damages. They gave me a car which had a small dent on passenger side, but the representative told me it is considered minor wear and tear. Very next day, my own car was fixed so around 4:00 I returned the rental car to Enterprise. I asked the cashier 3 times if she wanted to go out or have someone check the car to see if it is in good shape, and she said all three times, no it looks fine and not to worry about anything. So I drop the car with them, and asked them for some notification of this upon which they gave me a paper that stated Rental Car Return date/time etc. More than a week later, I receive a letter from Enterprise Damage Control Dept that there was some damage to the vehicle returned and I am liable for that. Damage estimate is stated yet to be made. I was shocked as nothing had happened to the vehicle at all during the one day I had it and even when I returned it. It was totally as I rented with not even a single scratch. I double checked it myself before I gave it to them.
So I called the Enterprise guy who helped me with rental. His name is Mike Kenny, he is located in Montrose Automotive, Germantown, MD. He told me there were some scratches on passenger side. During the whole conversation, he was so so unprofessional and extremely rude. He told me he had left a message for me next morning, Such a liar as I never received any messages from them. If I would have, why wouldn't I get back to them the same day. Then he tells me though I dropped the car around 4:00 pm a day before, he did not walked out and checked it until 8:00 or 9:00 am next morning, so any damage that had occurred during that time frame is my responsibility. This is such a ridiculous claim. How I am responsible if you did not check the car for 16 hours since I dropped it off. I mean I did not have the keys to the car, it was not in my parking lot or possession, I have a paper from you all that I returned it fine, then how in the world is is my responsibility? I told him that anyone during those 16 hrs may have done something and how can you blame this on me. I wanted to talk to his manager, and he tells me he is the manager. WOW To Enterprise for having such unprofessional, rude, ill talking, and careless managers in their locations. I am thinking that maybe he himself is in trouble for not checking it for so long hours and not knowing for whom the damage was done by, and that is why he threw it on me in first place. He never notified me same day because then I would want to go check it and talk with him, but he lied that he left a message. Then he is not even willing to talk to me to explain anything. He literally was ready to hang up the phone and told me he cannot do anything about it..That's it, it is your fault. I am so upset for being accused of something so wrong and false, and then receiving such mistreatment from him.

Anyways, I called my insurance and notified them of whole situation. Hopefully they will work something out. Otherwise I am going to go file a claim in court, and sue both Enterprise and this guy for such trouble, ridiculous customer service, false accusation, and harassment. I would not take blame for something that I did not do or I am not responsible for. For sure, no one in my circle is ever going to rent from Enterprise ever again. So Beware, don't be fooled by Enterprise reps.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Enterprise cares on 2010-05-17:
We apologize for any frustration with this situation and would like to address it with the area manager over the location. However, we need some more information in order to do so.

Please email: care[at]enterprise.com with your full name, contact information, the rental agreement number ("D" followed by six digits, all numbers).

When emailing, list reference #100517-002157 in the subject line.

- Elizabeth with Enterprise Rent-A-Car
Posted by RK10 on 2010-05-18:
Thanks Elizabeth, I have already emailed my details and the documented copy of the complaint to care@enterprise.com. I hope to hear back from you all soon, and get the matter resolved. Thanks.
Close commentsAdd reply

Enterprise Ripped Me Off
Posted by Charles8 on 02/19/2010
We had a free Enterprise rental while our car was in the shop. We only had the vehicle for one day. When we returned the car there were no issues. Six hours later they call us to tell us that they are going to charge us $75 for a detailing fee because of excessive dog hair in the vehicle. We do not own any animals at all and only had the vehicle for 1 day. This was clearly a rip off job that they were pulling on us. We escalated to their incompetent management team who did nothing. I truly believe that their employees used the vehicle after we did and sent us the bill. I will never rent or recommend Enterprise to anyone.

Did I mention I work for a fortune 50 company who rents a lot of cars. They will never own a contract with Enterprise and everyone I know will never rent from them.

Enterprise I hope the $75 dollars was worth all the business you just lost!
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2010-02-19:
Dispute the charge with your credit card. NEVER allow them to take the car without clearing you first.
Posted by @enterprisecares on 2010-02-22:
I apologize for your experience, what can I do to help? Please email me at snaret@ehi.com with the details so that I may assist you.
Close commentsAdd reply

Top of Page | Next Page >