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334 Reviews & Complaints
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Problems Plural
Posted by Kimekanga on 01/22/2014
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 as 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."
     
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Posted by OrlandoJr on 2014-01-23:
If you can post a comment, you can look up online any question you have that would be in a manual. That is the great thing about the internet. Also, the check service light comes on when there is a problem related to emissions. Even putting the gas cap on improper can trigger that light. That is probably why they were not worried.
Posted by Enterprise cares on 2014-01-23:
kimekanga,
Thank you for bringing this to our attention. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at Care@Enterprise.com with complete details, including the exact rental location, your contact information, rental agreement number and any further information regarding this experience.

When emailing, please list reference number 140123-002109 in the subject line. We look forward to hearing from you.

Sincerely,
Mitch
Social Media Coordinator
Enterprise
Posted by Pete on 2014-01-25:
I have a Chevy Volt, the high paid engineers at GM decided to hide the gas cover release on the underside of the driver's door well (map pocket,etc). The only way to see it is to bend down so your head is at the level of the bottom of the steering wheel. Just an example of engineering without the consumer considered.
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Location Closed When Advertised It Would Be Open
Posted by Belindahellis on 01/05/2014
ORLANDO, FLORIDA -- Rented car from 4442 W Colonial Dr. Orlando Florida (not near airport) to be picked up on 12/24/2013 3pm. Flight was late coming in and by time got luggage, the place had closed early that day because it was Christmas Eve. The hours on my confirmation DID NOT indicate they would close early. Further, when I called the location, they said they were open until 6pm.

The Airport Enterprise told me they had NO cars and told me to go to Alamo who did. Eventually Enterprise said they said they had a car but would charge me 4Xs more than what I had agreed to pay.

I did get a car on 12/26/2013 from a totally different Enterprise location but they initially said it would cost 4X"s the amount of the original reservation. However the gal at the counter was wonderful. She honored my original reservation and agreed upon cost. It was a great deal of headache and stress that could have been avoided had the original place advertised their holiday hours when making a reservation. Hotwire should have made sure holiday hours where listed for a reservation taking place on Christmas Eve as well. When reading this, please keep in mind that I confirmed this reservation with the location prior to arriving and again was NOT told of any problems with the time the place was shutting down for the day. Had it not been for Morgan Davidson at Enterprise Kissimmee Florida, I would have rated this business with only 1 star. But I will raise it up to 2 because she was a bright spot in this very stressful start to my families holiday.
     
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The Old Bait and Switch
Posted by Swseyler on 01/03/2014
HOOVER, ALABAMA -- Through the Enterprise website, I booked a 1 week reservation for a Mini-van (Dodge Grand Caravan, Chrysler Town and Country) for $330.89 plus miscellaneous fees. I was called the next day and told that the Mini-van was not available and my only choice was a Suburban at a much higher cost. Clearly this was a bait and switch tactic.
I needed the mini-van sized vehicle and was left with little choice right before the holidays, as I had already surrendered my reservation with Budget and there was nothing else available. I paid $85.24 more than I wanted after I negotiated a 10% discount ($46). I felt that Enterprise should have given me the Suburban at the Mini-van price since that was what their system allowed me to reserve. While the vehicle was fine and met my needs it was more expense to rent and operate than what I was planning.

This is what Enterprise offered as compensation for my complaint:

“Thank you for your email and the opportunity to assist you with this query. I understand the frustration of reserving a vehicle only to find out that the location has run out of the car class that you chose. You also mentioned that the rental location did extend their courtesy to you by taking off 10% of the cost. It is not our policy to reserve one car class and then switch you to rent another at a higher cost. With such a huge demand for vehicles around the Christmas holiday we sometimes exhaust our full fleet. When this happens, we try to be as accommodating as possible. Please accept my apology for any inconvenience this may have caused.

Buena
E-Mail Customer Care”
     
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Posted by Pete on 2014-01-03:
That seems quite wrong. I always rent the cheapest vehicle and am upgraded for free about 50 percent of the time because the cheap cars go out first. They should have given you the upgrade for free without question. I hope Enterprise respond to you.
Posted by FoDaddy19 on 2014-01-03:
Their apology letter is more lip service than anything else. I think your solution was a reasonable one. It's not your fault they couldn't keep the reservation that both parties agreed to. Another solution would've been for then to find you comparable vehicle at another location and have it brought to you, or allow you to book at a competitor for a comparable vehicle and they would pay the difference better the competitor's price and their price.
Posted by Paul on 2014-01-04:
While it is unfortunate that Enterprise could not meet the demands of the reservations, I don't see fault in what they did. First, they called to tell you they wouldn't be able to provide the car you wanted. Next, they gave you a discount off the more expensive substitute. You didn't have to take the higher cost replacement, and could have gone elsewhere.

I liken this to a retailer with an online presence not being able to fill an order because the inventory system isn't able to keep up with the actual inventory, and it ends up they don't have an item that the website said they did.

While this sounds like it has elements of bait and switch, I don't believe it is unless the person who called said you had to have a larger vehicle, you would like it better, you better rent from them because no one else has cars, etc (high pressure sales tactics).
Posted by Enterprise cares on 2014-01-09:
swseyler,
Thank you for bringing this to our attention. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at Care@Enterprise.com with complete details, including the exact rental location, your contact information, rental agreement number and any further information regarding this incident.

When emailing, please list Reference Number 140109-001852 in the subject line. We look forward to hearing from you.

Sincerely,
Mitch
Social Media Coordinator
Enterprise
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Enterprise False Damage Claim
Posted by Shanikabeme on 12/13/2013
ATLANTA, GEORGIA -- Claim # 02317559. On Jan 06, 2012 I rented a car from Enterprise from the Atlanta Airport.

Less be clear my rental date was before 1/06/12 I had switched out of two cars already because the previous cars that was given was defective. On 1/06/12 I returned back to Enterprise because the car that was given didn't feel right it was shacking and I was told to bring the car back. Once I got to the Enterprise the Manager claimed to do a walk around and once that the lower passenger from bumper had a dent in it and the hub cap on the front passenger side was damaged as well. I explained to the Manager that when I received the rental myself nor the Manager did a walk around because the manager had the car waiting for me and all I had to do was sign paperwork and *** with the car.

The amount of the damages that Enterprise is attempting to recover is $997.08. I have spoken to the Risk Manager Paula from the airport who was not helpful and very rude, also I have been going back and forward with the representative Jeffrey B. Allison who is totally rude and stated that he was going to make sure he find me responsible for damage. Enterprise and this location is known for filing false claims.

Be aware.

I will not pay for damages I didn't cause. I've been renting with Enterprise for years and this is the first and last time I would ever do business with this company or any of its umbrella companies which is National and Alamo.
     
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Posted by Enterprise cares on 2013-12-17:
Shanikabeme, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, and any other other details. -Christina
Posted by Enterprise cares on 2013-12-17:
Shanikabeme, please attach reference #131217-001891 to your email. Thank you- Christina
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Dirty Car - Inside and Out
Posted by Heidisheffield on 12/13/2013
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 sales man 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 no 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.
     
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Posted by CrazyRedHead on 2013-12-15:
Since they didn't write anything down or do anything when you told them that it was dirty, be sure they don't charge you for the cleaning if you took it back to them in the same condition. They are notorious for hitting you with charges like this a couple of months after you turn it in.
Posted by Enterprise cares on 2013-12-26:
heidisheffield,
We’ve taken note of your comments and would like to look into this for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any additional information regarding your experience with us.

When emailing, please list Reference Number 131226-000281 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Enterprise Rent A Car
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Disgusting Service - Stranded Without A Car
Posted by Sccahn on 12/06/2013
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 out side 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!
     
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Posted by olie on 2013-12-09:
This location closed at 6 p.m. The employees are not required to hang around waiting for late arrivals. I understand that the flight was late, and you had not planned on being pulled aside for extra treatment from Customs. But these things are also not the rental agency's fault--whether Hertz or Enterprise.
Posted by Enterprise Cares on 2013-12-16:
sccahn, Customer service and satisfaction is very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, and any rental agreement numbers. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car
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Endured Same Bait and Switch Tactic
Posted by Kayke30 on 11/30/2013
FALLSTON, MARYLAND -- My last resort was Enterprise but because they were the cheapest and closest, I didn't have much choice. Another review on this website inspired me even further to write this review.

I reserved an intermediate car. When I picked up the car it was a compact Toyota Corolla. I was livid because I have driven Corollas before and am very familiar with its compact size and know from experience that putting a family of four with two whiny young children and all our stuff in a car that size is not fun for a long trip which is why I always choose bigger models.

But since it was almost closing time and it was rainy and dark and my younger children were waiting I hurried out planning to complain when I returned and ask for recompense.

Afterwards I researched a little online to confirm that Toyota Corollas are indeed compact cars. I also discovered that Enterprise has been known for their bait and switch tactics. I wish I had read these reviews before resorting to Enterprise. I then recalled my first rental car experience with Enterprise where they did the same thing to me: gave me a different type of car than what I had requested with lame explanations and without apology. Their hearts aren't even in the right place. They're downright deceitful.

Now in the present: I returned the car and began to complain to the guy that the car was too small for us and this isn't what I had requested, etc. He treated my complaint as blah blah blah---very unprofessional. He pointed out the sticker on the car that says the car is intermediate size and refused to hear me out. Again, because it was late in the day and we had to get my youngins home for dinner and bed, I bit my tongue and swore to write or call in a formal complaint to a manager. This refusal to give the customer the benefit of a doubt and then treat them unprofessionally is unacceptable. I should've gone with Avis down the road or my favorite, Hertz. They might cost more but at least they've always been honest with me and have better quality of service.
     
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Posted by FoDaddy19 on 2013-12-01:
You should be aware that the company determines what they think constitutes mid-size or anything other size for that matter. The EPA considers the Corolla a compact car, but you aren't renting the car from the EPA.

The Corolla is considered an intermediate-sized car by Hertz as well
https://www.hertz.com/rentacar/vehicleguide/index.jsp?targetPage=vehicleGuideHomeView.jsp and countryCode=US and category=Car/Sedan#

and Alamo

https://www.alamo.com/en_US/car-rental/cars/car-details/US/ICAR-midsize.html

and National

https://www.nationalcar.com/

There was no bait and switch here. You paid for and got what is considered a mid-sized car in the car rental industry. There was no deceit, and you were not owed any compensation, nor an apology.
Posted by madconsumer on 2013-12-01:
this was copied directly from enterprises website on car choices. intermediates are toyota corollas. i use enterprises exclusively, and always upgrade to the full size cars which include the chevy impala or dodge charger.

"Intermediate:
Toyota Corolla, Ford Focus or similar"

"Compact:
Nissan Versa, Toyota Yaris or similar"
Posted by dan g on 2013-12-01:
Sorry you were upset. I went to Hertz.com and guess what? They list a Corolla as an intermediate size car. The sizes have all been revised no matter who you had rented from
https://www.hertz.com/rentacar/vehicleguide/index.jsp?targetPage=vehicleGuideHomeView.jsp and countryCode=US and category=Car/Sedan
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Used and Abused by Enterprise
Posted by Angelicdstrbnce on 10/21/2013
WEST PALM BEACH, FLORIDA -- I have rented from Enterprise many times before and I must agree with a previous review I read about the employees being much more thorough when checking you out then when checking you in. I recently rented from PBI in FL. The young lady checking my in did not even walk around the entire car with me and every scratch I pointed out she said was cosmetic and normal wear and tear. Now seeing as I am not an Enterprise employee, I do not know EXACTLY what damage is considered... I believe this is why they have some one there to assist you. Well that was a giant FAIL. When I returned the car after renting it for only 3 or 4 days, the manager checking me in claimed there was damage to the driver side, damage by the gas lid, damage on the front bumper, damage on the passenger door, and the entire roof was dented. I'm sorry but what did you think I did while I was there for 3 days? Drive the car through a hail storm of sorts? He told me they would have to check to see if there were previous damage reports and he would be filing a claim. Great. A week later a gentleman calls to discuss the claim but I'm working and cannot answer. I return the call the same day, but no answer.

Next day the guy calls again while I'm working and I return the call once again with no answer. This happens once or twice more over the next one or 2 weeks and finally the calls stop. I then call the number I had been calling back to tell them that since no one is returning my calls or sending me information via email which I requested in the last voicemail I had left for the gentleman, that I would be assuming the claim was not being followed through. The voicemail I reached this time was that of a woman... and she didn't return my call either. Now its a month later and I get an envelope in the mail saying I owe over $2600 in damages! I'm in awe. I did not put a single scratch on that vehicle and with the amount of damage they claimed occurred, it is amazing to me that no one else ever caught it before my experience.

The amount of damage and the fact that is it on every side of the car is not even a reasonable amount of damage to occur in a 3 day period. AND on top of that the pictures that they sent me to review are in black and white and you cannot see a single dent. I have spoken with a lawyer who has told me to dispute the charges until he has further reviewed my issue and to request color copies of the damage because black and white is not acceptable. This is not an issue of money, because I have it if I needed to pay. However, I legitimately did not put a single scratch on this vehicle and I refuse to pay for damages that someone else caused and that it was overlooked by other employees in the past. I will not be the scapegoat. I WILL NEVER RENT FROM ENTERPRISE AND NOR WILL MY FRIENDS AND FAMILY THAT TRAVEL OFTEN AND HAVE RENTED FROM THEM IN THE PAST!
     
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Posted by cmthru on 2013-10-22:
Since the photos are not in color I agree with the lawyer. Tags can easily be switched to a similar but different color car that has been damaged.

Should they send color photos I suggest that you download and run an EXIF viewer program. This will allow you to see data that is stored with just about any digital photo. What you want to see is the date and time the photos were taken. Some viewers will also show if a photo has been modified. If the photos were taken days or weeks after you returned the car they haven't a case against you. Also
Posted by Enterprise Cares on 2013-10-22:
I would like to discuss this further. Please email me at care@enterprise.com with the complete details and any rental agreement numbers. Please reference #131022-001614 in the subject box. I look forward to hearing from you soon, thank you. Chris-Social Media Monitor, Enterprise
Posted by Old Timer on 2013-10-22:
Cmthru is spot on. Enterprise is getting busted a lot the last few months for running this damage scam on a lot of people. Maybe when NBC or CNN get wind of the scam they will shame Enterprise into knocking it off. Everyone knows they are charging for the same dings over and over and over.

Next time use your phone to take pics of the car when you return it. Make sure the plate of something is visible in one of the pics to prove it was the same car. I even include the check in person when taking the pics.

Posted by clutzycook on 2013-10-23:
When I rent from Enterprise or any other rental company, I insist they note any damage I find on the sheet, even if they say it won't count. I also take pictures of the damage.
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Beware When Renting a Car From Enterprise
Posted by Jhcopes on 10/18/2013
COLORADO SPRINGS, COLORADO -- On August 29, 2013, my two cousins and I drove a motorhome into Colorado Springs, CO, to visit Pikes Peak. We wanted to see some of the sites so we decided to rent a car. We had rented from Enterprise before and the prices were good so we decided to rent from them again. We got a Dodge Charger. It was about 6 miles to the rental business and we did not have transportation other than the motorhome. They came and picked me up and took me to rent the car. Everything went well us until then. By the time we finally got the car it was too late to go anywhere. Since one of the men with us is in a wheel chair, the owner of the motor park took us to the place where we met the train to go up Pikes Peak.

Next day we used the car to drive through Garden Of The Gods park and then returned the car. When we returned the car with a total of 18 miles driven two of their employees looked at the car and decided there was no damage.

About a month later I got a letter from Enterprise demanding that I pay $600 damages on the car. I had I ask for documentation that I had done anything to the car. They sent pictures that were taken two weeks after I returned the car as their only documentation. After weeks of talking, they decided that since they had no proof I only owed $200.

I did not damage the car and I am still dealing with them. I advise everyone DO NOT RENT from Enterprise.
     
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Posted by cmthru on 2013-10-18:
I'd tell them to pound sand. And see you in court.
Posted by Enterprise Cares on 2013-10-18:
jhcopes,
Thank you for your post. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, exact renting location, and any rental agreement or claim numbers. I look forward to hearing from you soon, thank you. Chris
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Unreliable, Deceitful, No Customer Complaint Facility - They Don't Care
Posted by Fitzgeraldj4 on 10/02/2013
CORK -- To whom it may concern or will it.

Thank you Enterprise for causing my 80 year old parents unnecessary stress on arrival to Cork airport. A great start to a relaxing visit which could be their last to Ireland due to their age.

I G.Fitzgerald personally reserved a ford fiesta for my parents last Saturday and was ready to pay by card on booking to save time and bother for my parents when they arrived but no, on trying to enter their flight number was unable as not enough space for full flight number??

I should of sniffed a rat then, if you can't even get that right. Therefore I chose the option to pay on arrival thank god you didn't have their money as that would of given them no choice but to stand around waiting for your rubbish service and pay a further 28 Euros to get a shuttle bus for 30 minutes to the car. Yes I read the small print about the extra 28 Euros (sneaky) but not the 30 minute journey (sneaky/ deceitful) who would want to be taken on a half hour joyride to an unknown location to pick up a hire car?

So on arrival my father rang from the free phone (free phone whoopee) and was told they would be picked in ten minutes. The ten minutes came and went. Then 45 minutes later my stressed by now father called a relative to pick them up. You have wasted my time in booking with you and more importantly caused my 80 year old parents unnecessary bother.

I am now on a mission to to spread the word of your shockingly unprofessional and un informative lack of customer care and service. Waiting on your prompt reply

A very disappointed Mr G Fitzgerald

Reservation number 140920503

PS - And what is the point in sending a reminder to us the day after we initially booked???
     
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