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”.
MEMPHIS, TENNESSEE -- Did you know Enterprise Car Rental has a policy that states if anyone in your household has a bad track record with their car returns or payments that it could affect all individuals in your household or at the given address? My 30-year-old son who happens to temporarily live with me due to the circumstances, he did business with Enterprise Car Rental. Unfortunately, he fell on bad terms with the company due to his alleged un-responsible actions.
I was told by Enterprise that my son had kept the car too long on occasions and that he also owed them money. While voluntarily telling me all my son's business, they then proceeded to request that I make the payment for him (as if he was a 10-year-old kid).
I refused and they further explained that they would not be able to rent a car to me (even though I'd been an excellent customer with them) because, that I stayed at the same address as my son and anyone else at that (our) address would no longer qualify to rent cars from their company (Enterprise). The associate also loudly blurted out that the address had been "blacklisted" and made a "DNR" which means Do Not Rent.
I called the corporate office in which the lady there confirmed that this was their policy and the Enterprise associates in my area were quoting accurate information based on their policy. It did no good to state how pre-judged and unfair that seem as she too, were just following Enterprise's policy. By the way, I called several people on their management team, left messages in which one guy was out of town and his referred assistants or contacts did not return my messages left on their answering devices.
I am still finding this hard to believe that other household members are actually punished, black-listed and considered what I was told by the Enterprise associate, on the "DNR" Do Not Rent List due to the actions of another. Needless, to say I was able to rent a car at Hertz with welcoming and "happy arms". It was my first experience with Hertz and I can say it was beautiful after the gruesome, embarrassing and disappointing experience felt, as a result of Enterprise's enforced Policy.
In closing, I hope Enterprise policy writer(s) revised or re-consider the due consequences for this clause in policy. Personally, I am forced to take my business elsewhere and I do intend to continue to share this experience with others. As a result, hopefully I will gain emotional momentum, satisfaction and closure from it all.
LAUDERDALE LAKES -- I rented a car in August to take my grandmother to the airport. I really only needed the car for like 2 hours but they close at 12 pm on Saturdays and are closed on Sundays which forced me to keep the car for an extra day. I called in the day prior to make a reservation and asked to hold the specific car that I wanted. Arrived to pick it up and saw another person leaving in the car. I was then told that "I reserve the class of vehicle - not the actual vehicle" - in other words your reservation means nothing.
And even with my reservation I had to sit in a very small, crowded and claustrophobic office for over 1 hour before even getting called to the counter, then I had to wait another 30 minutes before being given the one car I requested NOT to get (Which I would later have to return because the brakes were squeaking). They also told me it was mandatory for me to get insurance and I HAD to get it from them. My rental was $29 a day and the insurance was $25 dollars a day - that's like me renting the car twice.
My experience with the company was very poor. I will not be using them ever again, I would rather walk - and when I turned the vehicle undamaged I didn't receive a dime of the $50 I had to pay unnecessarily for insurance. I cannot understand why they did not offer me any of my money back when the car was returned undamaged - they already had a $200 deposit from me so all they need to do is include a section on the contract saying 'x' amount (based on number of days you have the car) will be used as a supplement for insurance once the vehicle is return undamaged it will be refunded.
I know the car already has insurance through the company and they are not only forcing customers to pay their bill but making a profit off it - ($25 x 30 = $750 per month) and it does not cost $750 per month to insure a 2010 Volkswagen!