LAKEWOOD, NEW HAMPSHIRE -- We were picking up a new vehicle in Lakewood, New Jersey. Closest we could fly into was LaGuardia so we rented a one way to drop off in Lakewood following morning. This was a $200 rental. Picked up car as per usual, did walk around etc… The following morning, as I dropped it off I was informed I had had an accident. Obviously I was surprised, would have thought I might have known that. Went out to car and they showed me a piece of plastic popped away from car body, no scratches, nothing, but glue was clearly visible under the plastic. I pointed out this wasn't an accident, but a defective repair. They didn't care, I had to pay.
Called roadside, they confirmed the car had recently been in an accident and repaired, same spot. They said "Put me on with manager", I did, manager listened, said "ok", hung up, looked at me with a grin and said, "You are paying anyway". I said "Call the police", he said "No, you call the police". I called my insurance company, relayed the story, they said, "Put me on with the manager". They told him "you do not move that car until we get an adjuster there", and then told me "Go ahead and leave after signing". Upshot, the Enterprise location then billed me, immediately, without the car being looked at, for $480 for the “regluing” of this part.
I called Amex and stopped payment, called Enterprise, anyone ever try to get customer service in corporate? There is none. The damage department said they would not step in, even though they also could see that this was previous damage. There was absolutely no assistance. Regional representative would not do anything, told me he would get back to me and didn't, although he was also pretty useless, said he backed his employees, and that they “did the right thing”.
Finally called NJ AG's office, they started investigation and suddenly Enterprise couldn't wait to credit the money back to my card. Funny how that worked. Never want to use Enterprise again. They have some real crooks working for them, and no recourse within company.
Thank you for bringing this to our attention, John. As customer service is of the utmost importance to us, we would like the opportunity to look into this for you. Please contact us at care@Enterprise.com with the complete details. Include the exact rental location, your contact information, rental agreement or reservation number, claim number, and any further information regarding your experience with us that you would like to add.
When emailing, please place reference number 140826-002715 in the subject line. We look forward to hearing from you.
Social Media Coordinator
Enterprise Rent A Car
OCEANSIDE, CA, CALIFORNIA -- My car was hit in an accident. The driver responsible claimed to be insured, but could not present any information. In the interests of time, I chose to work through my insurance and have them collect from the other driver. My insurance includes 80% of $500 towards a rental car. I was told, by State Farm that I could get a car to $21.95 or $24.95 per day. However, when I got dropped off at Enterprise by the auto body shop, all they could offer me was $37.95 per day - which is a little more than the basic rate I can get on the Enterprise web site.
As my car was going to be in for repairs for 3-4 weeks, I asked if I could get a weekly rate instead. This is available on the website and is about $122 a week. I was told no, as the insurance company rates are only daily rates and are negotiated. This has to be a lie. Why would State Farm negotiate rates worse than the standard rates available on the website? What I got for my $37.95 was a stinky (seriously bad odor covered by that rental car scent) Prius with the "requires maintenance" indicator on. The car has never driven like any other Prius I have ever driven. It seems that engine is always running - it never runs on battery, even if I inch forward.
I tried to explain this to the agent and he told me that it's working fine. He didn't even go to the car to check this out. Apparently, he has magic powers to diagnose cars from the counter. Essentially he told me I was stupid. Right now I'm going to use up my $500 allowance in two weeks. My car's repair has been extended to five weeks. So, at this time, I am going to be stuck with an additional $600 in rental charges for a lousy car replacing my car that was in an accident that was not my fault. NEVER EVER USE ENTERPRISE. THEY LOOK LIKE A THIRD RATE OFF-BRAND CAR RENTAL OUTFIT AND THAT IS EXACTLY WHAT THEY ARE
Grant, we've taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to 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.
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 blahvery 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.
CORK -- 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 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 have 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 spread the word of your shockingly unprofessional and uninformative lack of customer care and service. Waiting on your prompt reply. PS - And what is the point in sending a reminder to us the day after we initially booked???
LAS VEGAS, NEVADA -- I returned their car to the office after renting it for an entire 30 days, Mid July to Mid August 2013, ($1,000+ dollars later), when miraculously there was a hairline scratch on the bumper that wasn't there until after the clerk checked it over. I didn't argue because I thought a little paint job for the scratch wouldn't cost much. And even though I had checked it myself when I went to turn it in, I hadn't noticed the scratch. What shock I had when 30 days later, I looked over the repair invoice and the photos attached; the photo of the bumper showed that it was completely cracked as if I had gotten into an accident, which I had not.
So in reality, they, someone with the nerve to, created this repair issue by either kicking in or purposely backing the car into a wall or something else in order to turn the scratch into a completely cracked bumper. There are so many complaints about their bogus repair claims, and bad business practices that I felt it was important to add my story to the thousands of others in order to encourage a boycott of Enterprise Car Rental.
What a scam they are running!!! Eventually they will run out of people to rent to because most will know how badly they treat their customers. This is not about the money; it's about the principle; about the unethical scamming of innocent consumers in order to put extra money in their pockets.
To anyone reading this… If you have any complaints against Enterprise Car Rental, I strongly suggest you also register your complaint with the Federal Trade Commission, Better Business Bureau, and report it to your local TV station help line.
If we pull together we will certainly stop these bad and abusive business practices. And don't stop there. File your complaint on every internet complaint board you can find. Join me in this fight against abuse to those that have been, currently are, and in the future may become victims of the Enterprise Car Rental “False Claims Scams”.