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.
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!
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.
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 email@example.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.
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.
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!!!
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.
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.
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!
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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.
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.