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!
SOUTH CHARLESTON, WEST VIRGINIA -- My car was recalled. The dealer arranged an appointment for me to pick up the rental at Enterprise. When I arrived the car was being washed so l waited. I made the bad mistake of not checking for damages, after being told about a scrape that was documented. I drove away. About two days later while washing the car, I found two cracks on the front bumper. When I returned the car was told those cracks were not documented. Had to file a claim and pay deductible for damage I am not responsible for because I did not look for damage. Guess you could call it a learning experience but sometimes I get tired of learning.
INDIANAPOLIS, INDIANA -- I rented a car from Enterprise at 9860 North Michigan Road in Carmel, Indiana (just outside Indianapolis). The sales associate told me all the damage on the car was acceptable and not an issue and did not write up a pre-existing damage form. Upon returning the car with no further damage a different associate claimed it had previously unrecorded damage (his word against mine).
I called my insurance company and they told me they had other clients complaining about the same issue, with the same location. Enterprise is not giving in, despite my numerous attempts to explain the situation. It is the worst experience I have ever had renting a car. I doubt I will ever rent from Enterprise again.
ANNISTON, ALABAMA -- I have rented frequently with debit card with payroll stub and utility. The week of Christmas I rented and was told I no longer to bring these things with me as Enterprise keeps on file. Today I was renting to go to my son's wedding and was told I needed them. The salesman told me that guy no longer worked there that I would need those things today even though he was familiar with me. The things I needed was 1.5 hrs away and if I wanted to go to wedding I would need those. Spoke with three people in customer support and no one seemed to care that I was going my youngest get married.
I got fed up and went to Avis and explained to them my situation and my car was rented from Avis in five minutes. I made wedding with help of Avis. No thanks to Enterprise. I am a customer of Avis from now own and will tell everyone that will listen to my story.
Hi Neal, we would like to look into this further. Please email Care@Enterprise.com and include the rental location, your contact information, your rental agreement/reservation number and any other details so I can look into this for you. Please include reference number 160310-001891 in the subject line of your email. We look forward to hearing from you soon.
Social Monitoring Coordinator
ANNISTON, ALABAMA -- I have rented frequently with debit card with payroll stub and utility. The week of Christmas I rented and was told I no longer to bring these things with me as Enterprise keeps on file. Today I was renting to go to my son's wedding and was told I needed them. The salesman told me that guy no longer worked there, that I would need those things today even though he was familiar with me.
The things I needed was 1.5 hrs away and if I wanted to go to wedding I would need those. Spoke with three people in Customer Support and no one seemed to care that I was going my youngest get married. I got fed up and went to Avis and explained to them my situation, and my car was rented from Avis in five minutes. I made wedding with help of Avis no thanks to Enterprise. I am a customer of Avis from now on and will tell everyone that will listen to my story.
BRUNSWICK, GEORGIA -- I recently rented a car from Enterprise. They picked me up on time, when I got there, they were out of cars, so they gave me a brand new passenger van, not any bigger than a full-sized car. I had the car for two days, it was GREAT. The young men at the agency were very kind, helpful and professional. When I returned it I had left my checkbook in the car, they called me immediately, and kept it in the safe for me until I can pick it up. EVERYTHING WAS GREAT FROM BEGINNING TO END. I will definitely rent from them again.
FREDERICKSBURG, VIRGINIA -- I was provided a car for an accident claim. They told me they were going to pick me up from the body shop at 7:30 am so I could make it to work. They arrived 45 minutes late and had me sign the document without walking around the car because it was raining bad and because I was now late for work.
When I returned the vehicle, they accused me of putting a small dent in the back bumper. They refused to talk to the attendant gave me the car and also refused to see if there was camera footage to prove that I had not done the damage. Now making a claim against my insurance and informing me that I will have to pay loss of use on top of the damage I did not do. Never use this company unless you want to be late for work and accused of damaging a vehicle that was previously damaged.
We'd like to speak with you directly and have a closer look at this for you. Please email firstname.lastname@example.org and include the exact rental location, your contact information, your claims, rental agreement or reservation number and any other details so we can look into this further. Please include reference number 151210-001482 in the subject line of your email. We look forward to hearing from you soon.
Social Monitoring Coordinator
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
ASHEBORO, NORTH CAROLINA -- First off, I reserved a vehicle online was told the amount and when I showed up Sheria charged me more. She told us we needed cash so we went to ATM and got cash. Then, she rented me one car but gave me the keys and everything to a completely different one, rental agreement was for Kia Soul - drove off in a Chrysler 200. Then, I found out the plates on the Chrysler went dead in June. Not only did I drive over 1300 miles in a car with dead plates but, the car was just returned when we rented it. Worst service I've ever had.
I'm a member of the Enterprise Plus Club and have been for years and I still get treated like a complete stranger OR a criminal when I go to rent a vehicle from this lady. Returned car and was told we would get a check for deposit in 5-7 days. What? She tells us to get cash but wants us to wait for a check. Sheria seems to be more worried about her commissions than her customers. How did she become a manager?
I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Please reference #150721-003188. -Tatiana