Enterprise Rent-A-Car Consumer Reviews - Page 5

FORT LAUDERDALE, FLORIDA -- I called Enterprise and made a reservation to rent a car at Fort Lauderdale Airport in October 2014. Upon arrival and submitting my license, the desk staff told me my right to rent a car from Enterprise and National was denied due to a rental incident in June 2014. I had an accident in a Enterprise Rental Car in 2008 in Chicago which was addressed in full. Three months later I needed to rent a car and reserved with Enterprise through my office. Upon trying to complete the rental, I was told then there was an issue with renting because of an incident. The reservation desk then worked with me to get the issue clarified, and I was able to rent.

I probably haven't rented from Enterprise since, but only because I haven't rented very often. The attitude of the team in Fort Lauderdale Airport couldn't have been more disappointing. They gave me a phone number to call, which was the wrong phone number. Then they gave me a new phone number and didn't apologize for their error. I waited on hold for ten minutes with the new phone number, until a recording came on that said that I could leave a message, or email that Enterprise Office. I hung up.

Turned to the team in Fort Lauderdale and told them the number they had given me didn't have a live person at it to address my denial. They shrugged their shoulder and said "That's too bad. You can't rent from us until you have addressed this issue and there's nothing we can do."

NACOGDOCHES, TEXAS -- We rented a 15 passenger van. While on our trip, an 18 wheeler had a blowout and the tire hit our van. We got the insurance information from the trucker and spoke to that company. We were even given a claim number! We also took pictures. Returning the van, we turned in the information and pictures and reminded Enterprise we called them the day it happened.

We started receiving calls and letters in the mail from Enterprise saying WE owe them for the damage, $2,000! Meanwhile, the trucker's insurance company has called us asking what has been happening because they haven't heard anything from Enterprise. They are rude and ignorant. They cannot answer questions and never seem to know what's happening. I would never recommend this place to anyone.

AUGUSTA, GEORGIA -- Rented and returned a vehicle in the exact same condition, but had to drop the keys in the deposit box, as my flight departed before the rental counter opened. Two days later, a manager calls and emails to tell me that there is damage to the vehicle. There were NO incidents in that car while it was in my possession, so the damage could only have occurred on THEIR lot or been present at the time I rented it.

In any event, because the renter is "responsible" for the vehicle until the rental agent gets around to checking it in, anything could happen to the vehicle after it is technically returned. Never will I rent from Enterprise again--and I travel for work about half of the year.

ALBANY, NEW YORK -- I am writing this to share my most recent experience with Enterprise. It is this experience that I can honestly say has ensured that neither my wife nor I will ever consider doing business with Enterprise again. Planning for an upcoming business trip I booked a hotel and car rental with Expedia.com, something I have done numerous times in the past without incident. This occasion seemed no different. I was able to book my reservations online, received confirmation e-mails from both Expedia and Enterprise verifying the reservations.

My confirmation from Expedia stated that all I would need to rent the car was a print out of my confirmation, valid driver'€™s license and credit card. Since I do not have a credit card I called my bank to confirm that my VISA debit card would be an acceptable alternative. My bank reiterated to me that the VISA logo on the card meant that it could be used anywhere a VISA credit card was accepted. I received a second confirmation, this one directly from Expedia. Out of habit I browsed through the terms and conditions, noting that a deposit would be required. Nothing seemed out of the ordinary.

Having rented numerous cars in the past I had no reason to be concerned and thought that everything was in order. However, when I showed up at the Albany Airport at 6:00 am for my scheduled pickup, my wife and I found ourselves in a situation we did not expect. I was greeted by a young man whose attitude made it clear he did not wish to be there. The young man asked me for my information and I promptly supplied him with my confirmation e-mail, driver'€™s license and VISA debit card. No sooner did I hand the items to the young man he handed them back saying that Enterprise does not accept debit cards.

When I stated that it had a VISA logo on it, he reluctantly took the debit card informing me that he would have to run the card for a $250.00 deposit in addition to the rental car fee. Expecting this, I readily consented. However, the customer service representative stood there with an air of expectancy. When I asked if he needed anything else he said that he was going to need additional proof of identity, proof of residence and my most recent paycheck stubs.

Both my wife and I were completely floored. We have rented from every car rental place in the Albany Airport, with this being our first time at Enterprise, and have never been asked to provide the documents requested today. This put us in a very precarious position since I was scheduled to be at my job for departure at 7:00 am. It was already quarter after 6 and I was being asked to provide information that I did not have with me.

Explaining that I did not have time to go home and get all the required paperwork the customer service representative stated that this was their policy and that this confusion was due to my using Expedia to book my reservation, since Expedia and Enterprise do not share the same terms and conditions surrounding their rental policies. After looking in the car for any kind of document that might be acceptable my wife and I returned with several documents, including a previous electric bill -€“ all of which the customer service representative had said was acceptable.

I submitted the new set of paperwork to the young man, to which he promptly said that he could not rent me a vehicle since the bill I provided him showed a past due balance. I explained that it was an old bill and that it was all I had. The representative'€™s response was that we obviously did not have the credit to rent a car and by allowing us to rent a car he could lose his job. After a half hour of trying to rent a car I had a reservation for, along with the required documents, payment and deposit, I was denied. I have never been so humiliated in public and by a complete stranger that I was trying to do business with before.

Due of this exchange I found myself running late to my job, therefore delaying other members of my party I was to travel with. I found myself out of time and without a car, forcing me to take the family vehicle so that I would still be able to attend my out of state business trip. By doing so, I had to leave my wife and our children without a car until Saturday morning. Even more worrisome, our oldest daughter is pregnant and due to have her baby any day. It was for this very reason that I did not wish to leave my family without a car. My wife tried calling Enterprise to discuss the matter.

She was told by a representative that the problem was that we did not read the itinerary, which states that we would have to call the location to see if they took debit cards, at which time they would have informed us about the additional documentation required to rent from their facility. We have both looked at my e-mail confirmation and it says no such thing. When my wife stated this the representative began to argue with her. My wife repeated that neither the company'€™s terms and conditions or policies stated any such thing on the website or in the e-mail. The customer service representative stated that the problem was using Expedia to book the reservation.

I find it interesting that out of the many, many times my wife and I have used Expedia we have never once had a problem until today. I have rented cars from various rental companies over the years and only Enterprise has provided such a blatantly rude, unnecessarily intrusive and humiliating experience.

While Enterprise claims that Expedia is to blame for the '€œmix up',€ it was Enterprise that denied me a car rental because of Enterprise'€™s own policies -€“ policies we were told prevent the company loss. I would hope that the irony of this situation is not lost on Enterprise because it is Enterprise'€™s loss prevention policies have ensured the loss of any and all of our future business.

SOUTH BURLINGTON, VERMONT -- NEVER GO to this company, if you - like me - are on a budget and renting a car is a luxury or an immediate need go ANYWHERE but here... They will blame you for damages that don't exist and take all your money. My story starts with that I was renting a car for Thanksgiving to go to my family's house in Connecticut. I discussed with the gentleman on the phone my plans and he told me that Enterprise had a 9.99/day extended rate on compact cars for the weekend. Awesome I thought!!! This is feasible. I arrived on the date I booked and they had no more compact cars, so I was given a 2011 Toyota Corolla which is fine.

The girl ** told me she was new but was very sweet and gave me the same price...I think. Anyhow as we begin to walk around the car, I noticed an abundance of what she called "surface" scratches and told me not to worry about. STUPIDLY I believed her. When I returned the car a gentleman was at the desk and immediately ready with my papers as I pulled in the drive. He busted out to check for damages. Sure enough I see him rubbing one of these "scratches". He comes inside and says "There's a dent. I need to have my manager look at it." At this point I'm in shock.

I drove the highway for 4 hours parked in a spot that the car couldn't be touched for 5 days and drove the highway back. Nothing happened to this car...or could have. The manager goes out there and they bend at all angles and decide they see a dent. They begin to tell me that 80 percent of their customers say they aren't responsible for the damages. I believe they probably weren't. This so-called scratch that is not even visible, if visible to them could not have been seen by me and the new employee **. I still don't see it and I took pictures of this so called spot.

I told them I have no money to replace parts on a 2011 auto body and they held my deposit and claimed I lied about insurance. "No" I said, "I have insurance", and the girl knew nothing about how personal insurance coverage worked and admitted that. I blindly trusted this girl who sat at her desk quietly as I cried and my fiance pointed out their false statements. They held my deposit, and said they will charge my card for the additional damages. I can not begin to explain how horrible this scam is. They mentioned 3 times that I rejected their insurance... If I got in an accident I'd have to figure that out but this car was pristine and untouched.

I think they do this to all customers that don't pay their $18/day insurance. The manager there is ** and he thinks he's high and mighty. He asked me to sign the report about the damage. I declined as I will not put my name on anything stating my responsibility and he told me that didn't matter anyway he didn't need my signature... Then why did you ask?

I am a responsible, professional citizen who was completely taken advantage of. I will continue to fight this legally, but until then do NOT give your money to these people unless you have great coverage...and then they will put claims on your insurance...and jack up your rates. Do not trust them... from now on I'll be using Hertz!

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.

GARLAND PLANO, TEXAS -- I originally rented from Enterprise in Plano.. slightly less $$ than my original destination, Hertz. Major mistake. Only picked Plano Hertz as it's close to my job, pulled into Enterprise because I rented there last year. The guy that rented me this year's car allowed me to look it over before we rented because it was a very small car; it sufficed so we accepted it. On one side there was a major scrape to the quarter panel, 5" to 6” high by 3.5” wide (primer & plastic exposed), a scratch on the hood & a buttonhole dent on the driver door; all documented by ** of the Plano Enterprise location, before I signed the contract.

I also paid for insurance removing liability for damages upon returning the vehicle. I was assured there would be a slight reduction in my overall costs if I returned the vehicle early. After 2 full safe weeks, no incidents at all, with more gas in the tank than when I drove it off the lot, I drop the car off early early dark morning, car-washed & vacuumed! I go back a few hours later same morning to drop off the keys, finalize my contract. Lady named ** asks if it's the vehicle that was already there, as in, she saw it when she arrived for work; "Yes", I reply.

After she does her walk around, she walks back inside, announces in front of a room full of people, "Did someone hit you?! There's damages to this vehicle!" I inform the Lady - apparently in charge of the room - that the damages were there when I picked the vehicle up, to which she responds (to all), "Hold on I have to call about this (shaking my contract at me), I have to make sure, I mean the damage is bad! I see the little notes they made on the contract, but uhh, I mean, this damage is severe! I have to write a report!"

So not only am I now embarrassed by her comments like I'm on hold awaiting the rental car police, but now she's treating me like I have a reason to lie about the car I made sure I returned as I took it, in front of everyone! I wait until she's done with a majority of their customers, while I wait for the rental police, for her to call the Plano location to verify knowledge of these 'horrible damages', pre-existing, not of my doing at all, as already noted on the contract, but she has to make sure they're aware of it!

She makes her call, I'm standing there listening along with other customers as she talks loudly about how bad the damages are,"I mean it's bad, it's scraped really bad, it's actually dented, you can tell its been hit before!" When she's done with the call, after Plano relates they indeed are aware of the damage(s),she invites me to walk out back with her, contract in hand with the initialed notes, circles, etc. I explain what and why I ended up at their Plano location in the first place.

She states she understands, she sees the notes, the initials, that I paid the insurance covering such, but can't believe they rented the vehicle to me in the condition it was in; then she looks at the out of state license plate...Kansas! ** now states she needs to see if I still owe any kind of balance; of 12 to 15 people originally there when I arrived I'm 1 of 3 left; myself awaiting the State Troopers on the way to have me step into the back office! She tells me she sees they've already charged me for the full amount, but that she can't finalize the charges, they have to. Then its, "Okaaay, you're all done, that's it...that's it" Like I didn't hear her the first time.

My accident report reads verbatim, "CUSTOMER RETURNED THE CAR WITH DAMAGE TO THE PASSENGER SIDE REAR QUARTER. THERE IS ALSO A SCRAPE ON THE FRONT BUMPER". I walk outside; call the Plano office intending to speak with the original guy, **, apparently not necessarily as high ranking as this Forest Ln Lady. Woman on the phone says, "he's out all week, can I help you?" I relate all the crap I just endured via the damages on the vehicle I did not create. She states she is aware, she was the one that just spoke with, "that manager".

I ask her if there is a chance at minor reduction in charges as I returned the vehicle 4 hours early. She states "No, the time for an early return allowance was yesterday. I have customers waiting, can I call you back at the number you called from?" "Yes", I reply... She has not called me back, it is now 7:39 hours later.

FORT COLLINS, COLORADO -- Enterprise is a lying mess. This company is trying to rip me off with "hail damage" for pre-existing dents on their car and trying to charge additional for a car I rented. I rented the car on 7/5/11 after being injured from a rear-ended accident on 7/1/11 and returned on 7/21/11. The first hail was 6/8/11 and second hail on 7/13/11. First Enterprise on College Avenue in Fort Collins tried to rent me a car with cracked windshield and failed to note it until I pointed out and tried to urge me to take it anyway, but I refused. They had me drive that same car to their Mulberry location in Fort Collins to do an exchange. Paperwork was already filled out at the College location.

The car I exchanged for was a mess inside and out. They only cleaned up a bit when I told them it wasn't acceptable. I waited while the agent took it to a $3 car wash. Not much improvement. The agent failed to note numerous damages I pointed out, such as scratches, bent license plate including the dents. I was told that if the damages are not shown through the paint to metal and not at least 4 inches there was no need to document them. I even reported warning light for "oil maintenance" and loosely latched gas tank while I had the car. I was told it was common and to keep driving it when I asked for an exchange.

Because I was desperate to get back to work I reluctantly made the exchange. While the car was in my possession it was garaged at home and at work. It was garaged when it hailed on 7/13/11. I returned the car in the same condition as rented. I received a letter from Enterprise's "Damage Recovery Unit" trying to determine the cause of the dents being called as "hail damage". While I was in communication with this unit I received calls from Enterprise on College demanding and threatening to charge my credit card around $500 for "upgrade rental" and insurance deductible for repair of "hail damage".

When I told the staff (** and ** on College Avenue) that the dents were pre-existing and that the car was garaged ** hypothesis that perhaps a tree or branches fell on the car causing the dents if not by hail while I had it. I told her to stop fabricating lies to fit her demand. Now these two women weren't there when I made the exchange nor were they there when I pointed out the damages to the agent on the Mulberry location nor were they present when I dropped off the car at the Mulberry location. They are now in the picture to collect $$$.

**, the agent whom I dropped off the car with at the Mulberry location didn't want to give me confirmation of the return. He reluctantly wrote, "Customer returned car on 7/21/11 at 5:00 pm" followed by his employee number with Enterprise. This company is scamming on people to get free repair for their pre-existing damages. I am appalled at their dishonesty and lies. I hope this message will reach many people and hope that they go elsewhere for rental or rent a friend's or family's car instead. I urge other victims of Enterprise to spread the word. Enterprise is a scamming Enterprise.

LUBBOCK, TEXAS, TEXAS -- My daughter is a college student in Lubbock, TX. She was in a minor accident and her car was in need of auto body repair. Our insurance company set up a rental car for her with Enterprise. She picked the car up on a Monday afternoon and drove it only to work and back through Thursday. She had put approx. 70 Miles on the car in those 3 -1/2 days. On her way home from work Thursday she was stopped at a stop light, and then accelerated through the intersection when the light turned green. She heard a very loud popping noise coming from the car. She continued up the road a short distance, but continued to hear a dragging noise.

She pulled over to see what the problem was and as it was approximately 9:30 at night really couldn't see anything under the car (A vw bug). No lights were on, so she continued to drive the car approx. 8 Miles further to her apartment. When she pulled into the light at her apartment complex she was able to see that some of the plastic undercarriage had torn loose and was dragging the ground. She returned the car the next morning and then a few weeks later we received a bill for nearly $400.00 in charges for damage to the undercarriage.

She did not run over anything, she didn't hit anything, the car never drug bottom while she was driving it... the car simply came apart as she was driving up the street. The initial damage to this car was most likely already there when she drove it off the lot. I was told that they have trained personnel that thoroughly inspect each car after it is returned. I asked if they had actually laid on the ground and inspected the undercarriage before renting to my daughter... I was told it didn't matter, that we were responsible for the damage anyway. I then asked them to send me pictures so that we could better understand what had transpired.

I was told I just needed to turn it over to my insurance so they could take care of it and not to worry about it. I informed that I had no intention of doing so until I received the pictures I had requested. After several telephone conversations, several e-mails, I finally received the pictures.The only problem was they were so blurry that it was impossible to see what had happened, other than there was damage to the car. I then e-mailed and asked for the original photos and was then told that's all they had and I was liable for the damage regardless and again told to turn it over to my insurance company and they would be able to figure it out.

I realize $400.00 isn't a substantial amount of money, however, it's the principle of how this company conducts its business. It broke while you were driving it, so you are responsible for fixing it... period. Doesn't matter that the damage was probably already there and missed by one of their "trained personnel".

They don't routinely check the undercarriage, so unless the damage is blatant they would never catch it, and then rent the damaged vehicle to the next unsuspecting client. My husband travels extensively and uses rental cars approx. Three times a month. We will be sure never to use this company again! All the professionalism and training in the world does not take the place of good customer service and good old common sense.