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Claiming Vehicle Damage Not Caused by Me, and Refusing to Provide Me With Any Details of Their Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONTARIO, CALIFORNIA -- I recently rented a car from Enterprise Rent-A-Car at their Ontario Airport in California. I was pleasantly surprised at how easy the check-in procedure was and how quickly I was led onto the lot to pick up the vehicle. I did the usual walk-around of the vehicle with an employee, and other than some very minor scratches, the car was undamaged.

When I brought the vehicle back, a nice young man received it. There was no mention of any damage to the vehicle (because there was none) and after exchanging a few pleasantries with the employee, I left the rental yard. Shortly afterwards, I received two emails from Enterprise thanking me for my business and encouraging me to write a social review on Google and/or Facebook. There was no mention in these emails of any damage done to the car.

Two weeks later, I received a letter in the mail from the Damage Recovery Unit of Enterprise claiming the car suffered damage to it during the time I had rented it. There was absolutely no specific information given as to what the damage was, but the letter requested I submit my insurance information to Enterprise to take care of the claim. I was very upset at getting the letter, as I knew with certainty that there was no damage done to the car while it was in my control.

My experience with Enterprise went from great to disgusting. I responded to the email address given in their letter, in which I vehemently denied that I had done any damage to their vehicle. I asked for specific information from them as to what the alleged damage is, and how claim amount. I have not heard back from Enterprise with answers to these questions, but I did get another letter from them with the same statement that damage was done to their vehicle and requesting my insurance information.

I think it's very sad that Enterprise's business tactics reflects poorly on the employees. They were all very nice, but now I just have a bad feeling about the whole company. I plan on fighting this claim any way I can. If anyone else had a similar experience or can offer any advice on how to proceed, I would welcome your help.

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Extremely Unprofessional and HORRIBLE Service - ZERO Follow-Through on Promises/appointments
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO SPRINGS, COLORADO -- Published: https://uk.trustpilot.com/reviews/5b5b82cb9d2def0920f54e5c

Called a day in advance to book a pickup. The next day we waited, in a rainstorm, for Enterprise to pick us up - they never did. We were on hold with the local branch who booked the pick-up for over 30 minutes before my phone died. We never did get picked up. He had to hire an Uber to take us home. Once home we were bounced around when calling the 800 number before corporate hung up on us. The local branch still isn't answering. It is 1:30 on a WEEKDAY - how can a business not take calls on a normal day!

Unless you are looking to get lied to and then ignored I would never, ever, have anyone consider this company - especially not the 3586 Hartsel Drive Colorado Springs branch. We are now stuck without a rental car for the rest of the week and will have to find another company who will actually answer their phones and keep their promise... Their "Happiness Guarantee" is a JOKE!

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Overcharge And Mislead
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

BINGHAMTON, NEW YORK -- I always rented car from Enterprise so they wrote me about toll, they said they charge me 14$ for a 5$ toll. I spoke to someone. They say they would get it waived. Then I didn't see that happen so I called and the gentleman was very rude and lying that I get a toll waive in May. For that part I never call about waiving tolls. This my first time. This is ridiculous and am fond with you all.

Company Response 11/13/2018:

Thelma, we appreciate it when customers tell us about their experiences and we recognize how disappointing this must be for you. We would like to look into this further for you. Please email ehiescalationscc@mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Stolen Camera
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JAMAICA, NORTH CAROLINA -- If you leave anything in your car and drop it off at the 139 24 Hillside Avenue, Jamaica, NY branch don't expect to get it back. My son accidentally left our brand new GoPro Hero 6 Black in the rear cup holder. We called an hour later and they said it wasn't there. Great way to start a vacation.

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My Only and Last Rental From Enterprise
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALTOONA PA -- Returned a car here, there was a scratch on the trunk lid that was there when I picked the car up at another location. Return agent said there was no notation of the scratch then check the file and said, "Oh yes there is a note in the file." Yesterday I received a letter from the damage recovery unit requesting my insurance information. I intend to fight this claim, from all that I have read this is a tactic of Enterprise to get more money out of the clients, I will never rent from them again!!!

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Medford Oregon Location Will Not Have a Car Waiting for You as Promised.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MEDFORD, OREGON -- Enterprise Review - My husband and I reserved a rental car from Enterprise on April 19, 2016 to be picked up on June 21, 2016 at 11:00 in Medford, Oregon. A Toyota Corolla or similar. We were driven to Enterprise by a relative on June 21, 2016 and arrived at Enterprise at 12:15 to pick up the rental. Derek ** printed up the rental agreement and said it would be a little while as they were getting a car ready. We waited awhile and were then told it could be an hour or more as there was another customer ahead of us. I asked if there was even a car at the location and was told no.

The relative had an appointment and I asked if they could deliver a car to our Hotel in Ashland (we would get a ride to the Hotel with the relative). I told Derek they had made inconvenient for us and that was the least they could do. When you make a reservation, that's what it means. Reserve. Derek acted like it was no big deal and so did Mike the Manager. Derek said no and I told him to void the contract and I would go back to the Airport and get a car from Budget. Derek then said, yes he would. I said we needed the car by 4 O'clock as we had plans to go to a concert. Derek said that would be ok. We were driven to the hotel and waited until 4:30 and still no car.

I called Derek and he said he had been at the Hotel to deliver it and we weren't there. I said no way as we had been waiting outside our room the entire time. I said, "Why didn't you call as you had my number" and he didn't have an answer. I said, "We are going to have to rely on a cab to get us to the concert on time." Derek then said he would deliver it at 8 o'clock the next morning. No car came at 8 o'clock and I called him and left a message. I then received a call from Mike the Manager saying Derek had the day off. Mike said he would send a car and tried to cover up for Derek. Mike delivered a Ford Fiesta after 9 O'clock.

We then proceeded out of town and my husband says it smells like dog. I took a picture showing white hairs. We rolled the windows down and air it out for awhile. The whole process was frustrating and not how we wanted to start our vacation. It was upsetting to our relatives who had to go out of their way to accommodate us. Derek should be reprimanded as lying shouldn't be tolerated and not following through with an agreement. We were given a credit as we hadn't received it in time and were told the actual bill would be $200.00. The actual charge to my account was $250.00.

I have used Enterprise before and never a problem. I heard from others this branch always promises and never delivers. I hope this doesn't happen to other upcoming vacationers as you don't need the distractions when traveling.

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BAAAAD
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HERMISTON, OREGON -- OK. I labored through this whole trip once already and just as I was about to put the finishing touches on my review my cell battery died. Bummer. BUT I will labor through this whole journey again because IMHO it's worth telling.

This involves two Enterprise car rental locations. The first is located in Hermiston, Oregon and is the only car rental there. I called the Hermiston Enterprise to rent or reserve the next available car on November 23, 2016. I was informed there were no cars. Thanksgiving, the 24th. Understandable. I asked to reserve a car on Friday November 25th, the day after Thanksgiving. I was informed they would be closed Friday and through the weekend??? I asked to reserve a car for Monday, November 28th. He said to just call on Monday??? WHAT do they do there? My guess is as little as possible.

Pasco, Washington airport was the next closest Enterprise car rental. I reserved a car with Enterprise through Expedia. (Expedia could find Enterprise rental cars available that Enterprise couldn't find). The reservation was for Saturday, November 26th. I didn't realize until I got home Expedia charged me $20 for this torture. So at this point I must rent a motel room in Hermiston, Oregon for two extra days and pay an $80 taxi fare to get to a rental car at the Pasco, Washington airport.

I arrived at the Pasco airport and approached the Enterprise car rental desk. The young man at the computer couldn't find my reservation number so a young woman came over to help. She was a cold, rude, and obviously unhappy person. Red flag. We finally got through the initial 'fill in the blanks on my computer screen'. I pulled out my VISA debit card to pay the $179 and change to rent the car.

The icy young woman informed me at this point they could only take credit cards. Something I banned from my life by choice. I told her I had never had a problem renting a car with my debit card before. She then asked me if I had a friend or family member who had a credit card? This was delivered as if I were a bum with a tin can spare changing while simultaneously bumming a cigarette.

I moved down the counter to the Avis/Budget area. The Avis representative was polite and tried to be helpful. Yes, they took debit cards. Yes, they had a car available. Yay! BUT it would cost $400 for a mid-size vehicle, one way to Mt. Vernon, WA. A 380 mile trip and 24 hours, $400. Wow!!! Apparently, one-way costs more.

So, I had lunch at the airport I was now stuck in and reviewed my 'options'. I even checked to see what the airlines had. Nada. I went outside and sat in the sun for an hour or so thinking or not. I came to the conclusion humanity treated one another horribly and the almighty bottom line wins, hands down. So, I mentally prepared myself to rent a car from Avis to the tune of $400 for a one-way, 380 mile, 24 hour trip.

I returned to the Avis car rental desk. The representative looked up the car rental for me and lo and behold!! It would now cost me $179 and change to rent a car. No explanation seemed to be available for this drop in price. Within half an hour I was in a mid size rental car headed for the saneness and sanctity of my home.

I predict Enterprise Rent-A-Car will eventually go out of business or more likely be bought out by a company that knows how to do business. Wouldn't a car rental business WANT to be open with vehicles available during the holidays? I suggest in the meantime that Enterprise does something for the rude, unhappy, lethargic reps they employ. I will never use Enterprise again. I will hitchhike first.

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Awful Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GLENWOOD SPRINGS, COLORADO -- My car been hit by a truck and I have to rent a car from Enterprise in Glenwood Springs, CO. The most awful experience of my life (and it's not over yet!). It was unethical sale from the beginning by Fred (damage waiver is optional!!!) After that my card was unauthorised charged Friday afternoon and put my balance to negative over weekend if I didn't find out about it by accident.

I explained situations to the banker and she called Fred on my behalf. He admitted that card was charged without notice and made offensive remark about "language barrier". When banker said that they stop charge he snapped (on taped company line!) and I quote : "I WILL RIPPED HER (me) OUT OF THE CAR!!!" and hung up! It was four days how I return rental car but there is no refund from unauthorised charge and no response for complaint that I filed!

Company Response 11/02/2016:

O. We've noted your comments and we would like to have the opportunity to look into your billing concern for you. Please send us a detailed email to care@enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161102-003489 in the subject line. We look forward to hearing from you.
Regards,
Carol H.

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Enterprise left me stranded
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAUREL, MARYLAND -- I had urgent need of a rental car as my car will be in the shop for several days. I tried calling the closest Enterprise office but never could get through. I then called the main Enterprise toll-free number and made a reservation, gave the representative all of my information, and arranged for pickup. She assured me that everything was arranged and that I would hear from someone when they were on their way. This was about 2:30 in the afternoon.

After an hour or so went by, I started trying to call the local office again. I waited on hold listening to the ads and the occasional "Please hold - someone will be with you shortly" type message until eventually it told me that it couldn't get me through right now, "Try again later" and hung up on me. Did this a few times. No one ever answered at the Laurel location. I called the main toll-free number and explained the situation and was told that there was nothing they could do and that I needed to call the local office. It was now a bit after 4:30 and I was getting worried.

I tried the Laurel office again a couple of times and someone finally picked up the phone. He then asked if he could put me on hold. A few minutes later, he returned to the line and I explained that I had made a reservation a couple of hours ago and was waiting for pickup. First he said they were really busy, then he said we weren't in their pickup area. He claimed that the Jessup office was the location that would do pickups to where our offices are located.

I then called Jessup. They were very nice and apologetic but said that they were not the correct office and it made no sense to say that it would be them when they were much farther away. They eventually got through to the Laurel office but really couldn't do anything about the situation. It was now about 5:40 and, even if I could have found someone at work to give me a ride somewhere, all the relatively nearby rental car agencies would be closed.

So I still have no rental car and am still at work the next morning. I suppose it could have been worse but this is not the kind of service I expect from anywhere but especially not when you may be putting your customers in a dangerous situation.

Company Response 06/29/2016:

Customer service and satisfaction are 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, contact information (including a phone number) and any rental agreement numbers. Also reference #160629-003447 in the subject. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car

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Charged for Damages I Did Not Incur
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, TEXAS -- After having my car totaled early last year, my insurance company arranged a rental car through Enterprise Rentals. What a nightmare. I was charged over $500 in damages that were not there or caused by myself. I did not notice any hail damage or damages otherwise to this vehicle after the hailstorm on April 12th, nor did anyone else, including the Enterprise employee that took my car in on April 20th. I was not given a copy of the turn-in inspection when I turned the vehicle in and repeated request after this claim was presented have been denied.

Additionally, after turning in the rental car, I returned to Enterprise after receiving a call from the individual that took in the rental, to pick up some belongings I had left behind in the trunk and again there was no mention of damage. After the claim was presented to me, I was not afforded the opportunity to inspect the claimed damages. Furthermore, from the pictures that were sent to me I can see no hail or other damage.

Given that there was an additional hail storm that occurred after I turned in the car (April 25th) and that thousands of cars were damaged in these storms, I feel there may have been a mix up. I know and have several witnesses that will attest to the fact that the rental car I had sustained no hail damage from the storm of April 12, 2016.

Today I received a letter from a collection agency Enterprise enlisted to collect. I called my insurance company USAA who said they paid whatever was above my deductible because they had so many claims from the hail storm and decided to go with the Enterprise's decision without asking for turn-in or investigating further. Seeking justice in San Antonio.

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Enterprise Rent-A-Car Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 115 ratings and
386 reviews & complaints.
Contact Information:
Enterprise Rent-A-Car
600 Corporate Park Dr
St Louis, MO 63105
314-512-5000 (ph)
www.enterprise.com
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