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 firstname.lastname@example.org 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."
NAPLES, FLORIDA -- I recently rented a car through my insurance company while my truck was being repaired. I was contacted by Enterprise once they received notification from my USAA insurance and I was told everything would be ready once I got there. However.. they could not find my reservation once I was there, which caused a delay. While I was waiting for them to find the information 2 ladies came in to return their car, eating a bag of popcorn. After a 15 min delay they found my reservation and handed me the keys to my rental car. The sales men walked me around the car and I noted that there was no damage, but the windshield was dirty, my comment was ignored.
The salesman opened the car door and checked the gas which he told me was 5/8 of a tank, asked me to bring it back the same and handed me a paper to sign. Then he promptly walked into the store. I got into the car, late for work and noticed popcorn on the floor of the car, then more in the back seat, and more in the console. That combined with the dirty exterior led me to believe that they just gave me the car that the ladies dropped off, not cleaned!! I called and asked to speak with someone and asked if I could take it to a car wash and be reimbursed, I was told no. I had to bring it back to them, which was not at all near my work.
They were not that busy, it seems just lazy. I had my husband take the car back and he again informed them that I received a dirty car. Nothing was said, or addressed, just a shrug of the shoulders. I fully expected to receive a survey or a phone call of apology, but it has been 3 weeks and NOTHING. Very disappointing. I have reported this to USAA, maybe they should reconsider who they use.
LAURDERDALE LAKES, FLORIDA -- These jerks left us stranded without a car! We flew in to FLL airport and rented from an off site location. The flight was late and we were pulled aside for addition customs check so we were running late. I asked the airport kiosk to call our rental location to tell them we were running late as it was almost 6 - their closing time, but we would be there as soon as we got a cab.
As we pulled up to the location a bunch of cars turned on their lights and left, leaving me STRANDED in an unknown city, in a rather not nice area of town, with no car! After being told we would be there in 15 minutes they closed up shop and left for the night. I ended up stuck with an $89 cab fare, no car and my trip delayed.
Naive me, thought hey, "the manager would surely make this horrible, stressful incident up to me" - but HA, I was sadly mistaken! The jerk offered me $30 off my reservation price which accounted for having the car one less day, as my fee was $28-29 already! Then the manager wouldn't even send someone to pick us up so we could go in to discuss it because the hotel we were at was outside of his "range".
STAY AWAY FROM THIS LOCATION! Horrible service. Disgusting practices. I ended up calling Hertz who send someone to get me, gave me a better price than my reservation with Enterprise AND threw in coverage because of how upset and stressed the whole situation made me and my family! Customer service is non existent for this company. I have emailed them twice about this and gotten NO response at all. After being a loyal Enterprise customer for years I will NEVER rent from them again! Do yourself a favor and avoid this company or at least this location like the plague!
CENTRALIA, ILLINOIS -- I rented a car for a week and a half, from the office in Centralia il and left a box of items in the trunk worth 150 dollars. I went right up to the office to find that the car had been rented out already but the guy apparently could not remember which car I was in, when he had just took me back to my car in it, his story changed several times and gave me the run around.
When I called the corporate office, they took my information and was so nice to me even said they would reimburse me but he had to notify the vice president first. He then called me a few days later telling me there really is nothing he could do, that his team of employers was honest people. I knew the girl that rented the car after me and she is a very sweet honest person so I know for a fact she didn't take them. When I told that to the president - he basically called me a liar, said again "my team are honest. At this point, we don't know if there was even a box in the trunk." Wouldn't offer me any reimbursement, only offered me a 50 dollar voucher for my next rental..
I told the man clearly that I do not rent cars and the only reason why I did this time is because mine had gotten hit and the insurance paid for it. He still refused to do anything else for me and continued to call me a liar when I got upset. This company is horrible, their workers are liars, and thieves. If I am to ever need to rent a car again I will never use this company again. People need to know what to expect before going through them.
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.
RALEIGH, NORTH CAROLINA -- I recently rented a car from the Raleigh-Durham International Airport location. My husband and I flew into Raleigh-Durham and rented a vehicle from Enterprise to drive home. We had a lot of business to take care of and were going to be coming home with a lot of belongings so we decided to drive home. I have rented from Enterprise in the past and have always had a positive experience. This time it turned into a nightmare. I made the reservation online and even had a live online chat with a customer service representative. When we got to the Enterprise office in Raleigh, it was so crowded. There were people everywhere.
By the time it was my turn to go up to the counter, it was such a rush and when they asked me if anyone else would be driving the vehicle and I said, "yes, my husband", they only asked me for his driver's license and didn't need to see or talk to him. He was standing outside with all of our luggage. They just took my driver's license, his license and my credit card and the woman who took care of me only asked me if I wanted a Sonata or a Taurus and then told me to come outside and get the car. We were rushed outside, she pulled the car up and handed me the keys.
I asked her if she was going to inspect the vehicle before giving to us and she said "Oh yeah, it's so busy here today, I almost forgot." I also had to ask her to mark how much gas was in the vehicle because it was only ½ full.
The trip was fine but here is the really bad part. We drove back to New York and when I went to return the vehicle to my local Enterprise office, they looked at me like I had five heads. The Customer Service Representative told me that they do not accept cars from other branches. You cannot even imagine this ordeal. I have never had a problem like this with any other company I've rented from and have never heard of such a policy.
The CSR then proceeded to call the Raleigh office and put me on the phone with a CSR there who was very rude to me and said that they do not do "one-way rentals". I never knew about this. When I made the reservation I clicked on 'drop off at another location' and that was it. I never thought about this nor was I ever informed about this policy. Apparently though, if you rent from an Enterprise office, the vehicle must be returned to that office no matter where else you drive to. I was shocked. There was no way I would have ever rented the vehicle from them if I knew this.
They said there was going to be this big drop-off charge and when I told them no one had ever informed me about it, they said I should have known before I rented the vehicle. They then put me on the phone with a manager and he was also very rude to me. I explained that the day of the rental, I was rushed out and when they asked me if I would be driving anywhere else, I said "yes" and they never asked me where or anything. They give you unlimited mileage but you still have to drop the vehicle off at the location you rented it from. I was really both annoyed and shocked and frankly, very very nervous.
Since the manager was rude to me, I asked him very sarcastically, "So, what if I drove to California, would I still need to drive the vehicle back to Raleigh?". He chuckled and said "yes" and then I said, "This is absurd, I can't believe how this company operates" and with this awful rude tone he said to me "Then you should have rented with another company". I couldn't believe what I was hearing and then I got more annoyed and loud and he started saying they were going to charge me $2.00 per mile which would have come out to around $1,100.00 plus the rental, which was only $206.00 to begin with.
I told him I didn't have that kind of money and he started saying he'd have to pull someone from his office to come and pick up the vehicle and when I said, "Can't someone just rent the car from there?", he said they don't share vehicles. I said "How was I supposed to know that?" and he said, "You should have asked". Whoever heard of such a thing? He then said I should read my contract and I told him, "Are you kidding me? I was rushed out of there, I'm lucky I got my full name on the line."
So after this whole back and forth drama and the manager at the Enterprise office I was attempting to drop the vehicle off spoke to this guy in Raleigh, he gets back on the phone with me and tells me that he doesn't normally do this for anyone and can get in big trouble but he'll do me a big favor and ONLY charge me $550 plus the rental. Now I only had $500.00 to go on my credit card, they took a $200.00 hold and the rental was $206.00 so I thought I was covered for the initial rental and told this person that I did not have enough to pay for it and he told me to "Figure it out".
I then got very frustrated and the manager where I was taken the phone from me and was trying to work something out. He took the keys and said he was working it out and was going to check out the vehicle to make sure there were no damages (which there were none) and that I had enough gas (which there was a full tank) and then told me everything was okay and that the Raleigh office would be contacting me to negotiate something. I did not hear anything from them and kept trying to call and left several messages.
When I checked my credit card online, I saw that there was no balance left and when I called the credit card company, they told me that the card was charged by Enterprise for $550.00 and when I told them I did not authorize the charge, they told me that I had to call Enterprise and that there was nothing they could do for me. I kept trying to call Enterprise, left more messages, sent emails and to no avail. Today I looked at my credit card statement online again and there was now a charge for $899.28!!! I cannot figure this out. I am so upset and now I am going to be charged who knows what from my credit card company for going WAY over the limit.
I finally had a chance to calm down and read the back of the contract and there is a part that says they can charge a drop-off fee of $100.00 or $.50 per mile if the car is dropped off at another location, whichever is greater. So to the best of my estimation, at 550 miles charged at $.50 per mile, would come out to $275.00 and even if they add the $206.00 for the original rental that comes out to $681.00. What is the extra $218.28 for? I am so confused and keep calling to get them to send me a bill or an estimate, a breakdown of what they are charging me but I cannot get anyone's assistance.
This was just not a pleasant situation, there's no way we would have rented this vehicle had I known any of this, I would have made other arrangements for sure and I know it is my responsibility to read this contract, but it's a four-page contract, in tiny little writing and it was such a rushed rental. I just don't know what to do and how I am going to pay for this. Can you imagine a person wanting to go through this? Had I known any of it, I never would have bothered. Was I supposed to guess that this was their policy? Do I let them just get away with this? How do I know they won't charge me more money again??? I am really very upset and need some guidance on this one.
I do not feel this was fair treatment and I was treated very rudely. Does anyone out there care about consumers? Are we all just to be made to bow down to these big companies and have to deal with whatever they dish out? Am I just another number? Someone, please help!
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