Enterprise Rent-A-Car
reviews and complaints

On Sept 20, 2022, , I rented a Toyota Corolla out of Montrose Colorado with the rental number as [protected].

The car was returned September 28 at the Montrose airport in excellent condition. The keys were turned in although there was no employee there to check the car status. Three weeks later I received a damage claim from enterprise and eventually pictures of damage that would never go unnoticed and a bill for over $3000. The pictures had no license plate number on them or any identifying details that would tell me this was my car.

Because no one was there to examine the car, enterprise decided to scam me although I am a gold member. I have tried contacting [protected]@enterprise and until today they have ignored my email. I am not responsible for these charges and if this is taken any further, Without resolution, I will continue to notify everyone of this Enterprise scam

RENTERS BEWARE.

I rented a car for approximately two months in May/June of 2022.

When I returned the car, there was a discussion about bullet hole in the soft part of the frame of the car. There was no exit from this area, and I explained that this could not occur during my rental. The rest of the car was inspected by Enterprise, with the car being fine and that was the end of things.

Fast forward six months later, in December I receive a notice of claim in the mail from enterprise for damage amounting over $9000 to almost the entire car, they sent photographs of a car appearing to have been in some sort of minor accident. To this day I am unsure if it is even the car that I had rented. There was no damage to the car save where a bullet hole had been pointed out, which interestingly had not made its way into this claim. When the car was returned, there was no notes about any other damage, the car was returned in the condition it was received, and I have witnesses that will testify to this fact. In reviewing other complaints online, I note that making fraudulent claims about to damage to cars seems to not be an uncommon practice of Enterprise. The fact that they would make a claim six months later, which I am sure calls into question spoilation of evidence, the fact that they would completely fabricate this claim truly boggles my mind.

To add insult to injury I responded to their claim via certified letter and it received and signed for by Enterprise. Shortly thereafter, I received a letter dated after they had signed for my response, stating that I had not responded to their claim and then I had 10 days to do so or this would go to collections.

I’m completely disgusted and dispute any and all of these allegations.

If anyone is looking to rent from enterprise, moving forward, I would seriously reconsider.

* December 24- I was on a trip with my mom and 3 children. The car wouldn’t start.

•830am I contacted enterprise roadside assistance.

• 1042 received a text that someone would arrive in 42 minutes

• 1114service company arrives and attempts to jump the battery unsuccessfully and leaves telling me I will need it towed and will need to start a new service request

•1128 spoke with roadside assistance from enterprise, agent stated they arranged for another company to come tow the vehicle and then the rental at the airport location

Would pick us up and provide a new rental vehicle

•1149recieve text that my service rep was completely

•1149 spoke with another representative from enterprise who assured me they were searching for a tow but had no reservation for me to get another vehicle and the only way I could be picked up to get that vehicle is if I made arrangements with the local branch directly. (Btw: I had been calling that branch for an hour to confirm but no one would pick up)

•1152 I the.n received a text saying they were searching for the best option

•1:39 called to check status and told the estimated arrival time for the service was 215pm

•2pm Thank goodness I decided to find a ride to pick us up so I call a family member 3 hours away to come get us

•346 pm I call the roadside assistance back. This time I’m told they do not have a provider to help but we’re working on it. I explain that I have contacted a ride but need to leave the vehicle in the parking lot. The representative on the phone tells me to lock the vehicle and take the keys. I explained that I leave 3 hours away and could leave the keys at the desk of the hotel for the service member. I was told to take the keys. I lock the vehicle and take the keys.

•5:30 pm I leave the vehicle and head home with my ride

•12/25 7:42 am- receive a Text that there is no one available to help and to call 911 to get assistance. I of course did not do this as I did not want to take emergency crews away from actual emergencies.

•12/26- nothing from enterprise and all local beaches are closed

•12/27 my husband calls roadside assistance and the local branch. He is told someone will be in touch

•12/28- I receive a phone call from enterprise that they have someone to tow the vehicle but it will be towed to Buffalo which is 99 miles away and this will be charged to my account

• 12/29 receive text that my request was closed. My husband calls the local branch who tells us to use our personal roadside assistance to tow the vehicle to a location 2 miles away and then we can get another rental. Progressive puts a 130.99 hold on my account to pay for the tow.

Several hours and phone calls later the tow company refuses to pick up the vehicle because it is locked and can’t be put in neutral. We the call local office who states they will attempt to find another company to tow the vehicle. I also call enterprise to reach a corporate customer complaint line but am told there isn’t any.

I also call progressive to cancel the service .

•1:00 pm my husband speaks to the local branch who states they will try to find another tow company

1:32 we receive a call that the tow company will pick up the vehicle in the next two hours and will reach out to the branch of enterprise.

So this has been an ordeal and has taken multiple hours of Frustrating phone calls. Luckily we were in a safe location when this happened or we could have been one of the many causalities that occurred due to the brutal weather. I am also upset that due to the instructions I received, the process was harder and I kept getting incorrect information which made everything harder. Finally I have been billed for these days that I haven’t had a vehicle and for the service such a a the battery jump and the tow.

The only person who actually worked on this with us is Alyssa the manager form the Johnstown office. It should not have taken 6 days and my time to fix a problem that I didn’t create. Nor should it cost me anything.

I want to make a formal complaint to the supervisor for having been a victim of unprofessional mistreatment on the part of the supervisor, leaving me waiting several hours for a car reserved weeks before. I want to report the mistreatment on the part of that supervisor in which they gave me the damaged car without gasoline, they also left me waiting for hours in the office and they did not give me any option to rent another car. The serious comments that the supervisor made against me and at the moment I have not been able to satisfactorily resolve this complaint. I have already a complaint number which is 4102228. My phone number is [protected] and [protected]. At this time I haven't received any response or resolution of this particular complaint. I'm a gold member and a corporate membership. I'm requesting to elevate my complaint. If you need more information, please contact me. Best regards, Sandra Polanco

my name is Pablo G Tomala ( phone # [protected] ) and I rented a car from your West Valley Utah location ( 1925 W 3500 S ) . My wife had a car accident while driving you vehicle and resulted in a total lost that my insurance Geico paid leaving a $500 deductible that I refused to pay till your thieves employees returned my watch ( cost $1500 ) and my apple IPhone ( total cost $1200 ) .

They never returned my property however they deducted the $500 from my VISA debit card without my authorization.

Kindly contact me or I will pursue legal action against your company

Thanks

Pablo G Tomala

I could not get the driver door open and had to enter through back and climb over consol to drive truck down to Enterprise location in Bellingham, Wa. I wanted to change truck rentals the F150 was not handling well in weather conditions. I pulled up and called them on phone to get assistance, the door was still shut, would not open….. I got help from female, she came out, and then the driver door opened, I said to her it must of been frozen…. and wanted to change trucks due to tires being slick. She was curt and just walked me inside and passed me to manager. Miguel led me back outside and measured the left front tire. I asked “Miguel” about the tires being worn and barely legal. He disagreed and sarcastically said tires were fine, again, he checked left front only. This was the manager. I said that the truck was slipping and squirrely. I asked if he could find another truck for me in the next day. He declined. After I left and went to work in Bellevue, Wa 85 miles South. R route to work, I get a voice message saying my card on file was declined and to return truck immediately. I was stunned, I asked them to run again. They tried authorizing the second week of use at a higher amount than what ZI was told. They authorized 205 the first week and then 288 the next week which declined. 250 was limit left on card and one call to me could of gotten that limit raised, or I could of presented a nother card anyhow, I was halfway down I-5 and couldn’t miss work and continued to work, driving with snow getting heavy. Anyhow, I then received two texts the last one in threatening nature of notifying risk dept and report the truck stolen. I was floored and humiliated by this communication. I’ve been an Enterprise customer since 1987. A loyal one at that. I am to return the truck in the morning after my shift and some sleep. I still need to rent the truck for a few more weeks, my truck was totaled in accident last weekend. I’m dealing with that loss. Anyhow, I have to rent in the next county now as I was humiliated by your staff in Bellingham, Wa. I will not step foot inside that office

I have been dealing with your Damaged recovery Dept specifically Vanessa Perez and Anne Garvey. They have been jerking me around for over a week. They keep telling me an appraiser will contact me and it does not happen. I have a written statement from your appraisal company stating they told Vanessa immediately they had no one available and she still insisted on making we wait a week.

She clearly is in over her head and my vehicle is still not appraised or FIX! I have called Browne University who was the renter of your vehicle and filed a complaint regarding the dismissal of this incident

My next move is to go to the press and make sure I post online what a fraud your company is and how you are refusing to fix my vehicle.

I have every conversation with your company recorded and Statements from SCA your appraisal company who has no apparaisers.

Keep messing with me and I will file a civil suit for damages, pain and suffering and lost wages.

Note* staff was pleasant and I do not hold them responsible for their corporate office failing for their employees and customers.

I called on 9/28/22 to reserve a full size sedan for 4 gentleman for a business trip 2 weeks out. 3 of these men are at least 6' tall and 2 over 250#s. When they arrived, 10/11/22 they were told their car had not been returned and were given, get this! A tiny 4 door mirage. Picture 4 large grown men squeezed into this tiny car for 2 hours one way. I will admit they arrived an hour before set pick up time (4/5pm). They were told to call back and they would see if anything larger came in. They waited to leave as long as they could, I called numerous times around 5 and no answer. They made the trek uncomfortably so we opted not to rent the next trip but pay their expenses for person vehicle. If I had called the day before to reserve, I would still expect the vehicle I had reserved to be available. My son had rented earlier in the year and had a disappointing experience not getting his vehicle hours past when he requested and had him traveling late. What is up with what is suppose to be your business? Put a sign out front that says, "first come, first serve."

Hi my name is Bennie Mitchell. I'm a 55 year old disabled veteran! I place my reservation for a full size truck rental on 11/16/2022 to be rented on 11/21/2022 until 11/26/2022 return. So when I got there I went to the counter and we exchange hellos. After he had finished with his customer I was next in line so I said I'm here for the full size truck rental! he says to me that they had one but the customer decided to keep it for another day! So I left and went back home! So about 3:00pm until 3:35pm we called and called and called! No answer just the customer service number! At 4pm we decided to go back to enterprise office located in Georgetown, SC. So when we got back to the office! they say to me sorry but all we have is a small GMC Colorado which by way it wouldn't have done the job! We left upset and disappointed that we couldn't leave when we want to! Ok, the next day I get a call! Truck is ready! We jump in the car and get back to the Georgetown enterprise and yes we have you a truck but it will be here in an couple of hours! Now I'm pissed! So my family ask me to step away for a minute. After cooling off I was ok then to have to go and deal with the price "oh my god"! enterprise quoted and sent me and email of the reservation! How do you causing me so much hardship and grief! you see if the truck was there on Monday I would have had 3 adult drivers and my son. I wasn't made aware of any discounts! you think it was over there! Right! No gas, under clothes under back seat and piss poor customer service! would like too talk [protected].

On 12/08/2022 I return the enterprise car and was told damages were found near the passenger side hood of the car. On the pickup day of the vehicle 11/30/22, it was raining and a lot of rain was on the vehicle. The enterprise contact person's first name was Sam. He did his walk around the vehicle. Later that same day when I arrive home and the water on the car was cleared is when I noticed the damage. I called to report the incident but no one answered my call that day.

Bottom line, I DID NOT CAUSE THIS DAMAGE PERIOD. After expressing my strong disagreement with the manager. I was told an incident report would be filed because of the damages. Sam and the manager stated the car had some damages to the front bumper and some small dens but not to the passenger side hood area.

I'm disappointed with this company's employees to charge me for something I didn't do. I would appreciate it if someone would contact me ASAP to resolve this matter. Please call me ...[protected]

after i had driven my rental for 2 days the battery stalled i had to call a tow truck company in to jump start the battery. which cost me an extra $100.00 to fix.

also when i went to pick up the vehicle from the rental agency i had to settle for a compact car ( Nissan Versa) which the sales lady said was a more expensive car than a standard car like Volkswagen Jetta) which is not true. the Jetta cost more. if you need more information don,t hesitate to email me.

[protected]@ymail.com

I was told today from the Swift Current, Saskatchewan branch that I would need to supply 3 paystubs, 3 utility bills paid in full and a phone bill paid in full to use a debit card. What the heck! I give a deposit and pay in full. I have rented from the same company many times before with no issues. I will no longer be using this company and will not recommend them to anyone ever.

I am so MAD. Enterprise gave me this raggedy, broken down car and it left me stranded while I was in between work. This happened at 7:30pm on Wednesday, December 7th, 2022 at around 7:30pm. When calling about this problem, I received reps with bad customer service and bad attitudes. Anita was one. She sucks. They hang up the phone and then they want to ask me the same questions over again trying to pretend like they are verifying my account. Well Enterprise does not need my personal information to verify my account with your terrible reps. I don't trust it. And they better not be selling my information. I never told Enterprise to verify my account with that. And its not a good way to verify anything. I have an Enterprise Plus number. And I should decide what I want your reps yo have access to. But I am so pissed off with this company. Train your reps better. And then the final rep I talked to was actually the only good one and one who got a jump start people out, but she goes I have to pay $50 to get help. I'm not paying them that.

Told her that. It's not fair for me to have to pay that. I didn't break the vehicle. Plus. I just tried to start it and it wouldn't start. THEY NEED TO MAKE sure their vehicles work. I'm missing business and in fact they need to reimburse me for this. Why should I have to pay for this rental when it was supposed to allow me to get to my destinations and it failed me leaving me stranded for hours. Enterprise needs to check their vehicles. I didn't even get to go to my next stop and take care of my business. I am so angry. And they say you have to wait for 90 minutes. My daughter is in the car and has testing. I have something important to do. This is not right. Plus I have a headache. This is why I dont rent from here anymore. I will go to consumer affairs if they don't fix this. I'm still out here waiting for a jump or whatever is wrong with this stupid vehicle so I can get to my destination.

Received worrying voice message from Enterprise asking me to call back mentioning Enterprise instructing solicitors as their costs hadn't been paid. When I rang back, lady launched into questions about the accident and whether the third party had ever asked if I would like them to arrange a hire car. I stopped the lady asking more questions and asked her what it was all about and after a lot of questions ascertained that Enterprise was taking upon themselves to issue instructions against the other party's insurers and wanted my help. I declined as appalled by the approach and from my perspective my insurers (Liverpool Victoria) had quite rightly advised me that both the repair and hire would not be for my account so not to worry about it. My complaint is twofold: firstly, the content of the message left and secondly the lack of any introduction and explanation as to the purpose of the call and questioning when I called back.

12/1/22 @ approx 2:45-3:00 pm.

Location 3030 Broadway Oakland Ca.

Employee: De.De.

Employee made false claims stating that he communicated 1) cost would be “out of pocket”, 2) that the reservation was for another location. Then charged the customer 451.49 without customer consent. When questioned regarding the extra charge (251.49), representative De.De. stated “I told you it was out of pocket” (not true). After multiple rounds of “I told you” “No you didn’t” representative De.De. stated “I don’t have a car for you, you can leave”. When customer requested to speak to a supervisor, De.De. responded “I am the Superviser”.

I was sent to this rental company by AAA and when I contacted AAA representative I was told -yes, we have a lot of complaints about this specific Enterprise location. No complaint about AAA. They followed up and handled the issue appropriately.

The way I was treated is outrageous and I can not believe that you as an organization would allow your employees to treat customers with such disrespect.

Enterprise damage recovery unit contacting be multiple times via email. They claim I owe for a deductible that was paid.

Taylor, Jarrett S

This is the person that has contacted me.

I have responded over 10 times via email and leaving voicemails. I have sent multiple copies of receipts from my local branch and transactions from my credit card statement.

After no response for one month, I suddenly received 3 more emails saying it will be sent to collections. He never acknowledged my receipts.

On November 14th I attempted to rent a vehicle from Enterprise with my corporate rate from the location at 7830 Convention Blvd, Warren, MI 48092.

I have rented from this location multiple times previously without incident. When picking up the vehicle the assistant manager Tristian would not rent the vehicle to me with my corporate rate. He stated that the corporate account would make him liable for the rental if something were to happen. I spent over an hour at the location talking to my human resource department, employee assistant center and even Enterprises own service center. Everyone that i spoke with stated that I was indeed able to use the corporate account and access the corporate rate. After speaking with Enterprise, a grievance was said to be filed in my behalf and that an area manager would reach out to me. As of today November 28th, I have yet to be contacted by anyone from Enterprise.

I rented a truck on 11/3/22 for 11/09/22 thru 11/16/22. Total charge using points was 31.50. I found out before I picked up the vehicle that I would need it for an additional 5 days, to be returned on 11/21/22. When I arrived to pick up the vehicle, they charged me full price. The people at the desk worked with me and the $719.26 was refunded. The extended days were the problem, but I was never informed that I would have to cancel the previous reservation and start over, which I could have done several days prior. When I returned the vehicle, all was well. On 11/23/22, I was charged $812.19. I called customer service and I tried to explain what had happened, she didn't understand and was actually rude. I tried again, explained that they had taken care of it when I picked up and dropped off the vehicle. It was clear, she didn't have any patience for this problem and continued to argue the point, but she was not getting anything. If the people at the desk were wrong and your customer service department are unwilling to work with a customer that has used Enterprise exclusively for 20 years and had 27K points until this transaction - I will probably take my 3-to-6-month rentals a year to another rental agency. I now have a little over 16K points and was still charged the full rental. Very dissatisfied.

I would like proof of my signature or voice recording stating that agreed to Enterprise charging me for extra Insurance for these rentals. I was told that my personal insurance would cover me driving a rental and would NOT need to purchase any other insurance to rent a car. Please give me proof of what I signed or a voice recording of me agreeing to EXTRA added rental insurance. Because I know I had my own personal insurance why would I add more. Makes no sense. $3000 in additional fees that was more than the car rental charge that was covered.

Rental agreement- 6590X8

Account # FC10004278704