Enterprise Rent-A-Car
Reviews and Complaints

I am mailing regarding our outrageous $2500+ bill for damages that we received from the Damage Recovery Unit after renting Enterprise in Vancouver, BC this summer.

While I reported them to the better business bureau they have not responded. I therefore sent them this. Their response it below that (with some interjections from me in [].

Angrily,

Dr. Steve Gibson

My mail

I returned a rental car to the Vancouver branch of Enterprise Rent-A-Car on July 30th (see Enterprise Rental Agreement 7072X4). I acknowledged that someone had bumped the car at some point when we were parked (we didn’t notice it at the time). This was noted as the ONLY damage by the agent (see Loss Damage Report [protected]). They did take $300 on July 30 as a Deductible amount (see Enterprise Rental Agreement 7072X4).

I was (2.5 months after the fact, on Oct. 15) presented with a fraudulent bill for $2751.91 which includes demonstrably more damage than the agent noted. I will not paid the total sum of this bill. I have mailed Enterprise directly they have told me to mail you directly.

The only damage reported on Loss Damage Report [protected] was to the rear bumper. You have added a huge list of repairs that is 1.5 pages long. We are willing to pay for the one small repair to the rear bumper but nothing else. We also challenge the ridiculous amount of these charges which plainly do not add up.

It should also be noted that there is a demonstrable case of fraud here. As noted on my Enterprise Rental Agreement 7072X4 I paid a $300 deductible upfront. This at least should have been deducted from the total shown in BillingLettersV1V1STEPHENGIBSON1665796126155

Their response

Thanks for your email. Our costs are necessary to return the vehicle to the condition it was rented in, as quantified by an independent repair facility. The only repair that was completed to the vehicle was to the rear bumper. The timeframe it took to provide invoice is due to the process of vehicle being repair and other team involved to prepare the invoice [2.5 months yeah right].

Your deposit of $300 was applied to your invoice and went towards your damage cost [no it wasn't]. The damage cost was $2,318.67- $300 = $2,018.67 + additional fees.

Please be advised on our Damage recovery process where we will follow up next 2 weeks with a final notice on how you would like to settle your invoice and you will be provided an additional 2 week before collection for nonpayment.

Jerald the highlighted is your response. So there should be no problem with refunding me my money. As I have stated before, I have bills to pay. Thanks

From: Dariette Apo-Fasulo [mailto:[protected]@aainsco.com]

Sent: Thursday, November 10, 2022 3:27 PM

To: Sylvia Dickerson; Claims

Cc: jerald. d. [protected]@ehi.com

Subject: RE: Car Rental extension REFUND OF MONIES

*WARNING: External email. Please verify sender before opening attachments or clicking on links.*

I have spoken with the shop and they are looking at completion date of 11/16. I have sent a request for my manager to extend your rental until then. I will follow up with your shop further if rental will need to be extended beyond 11/16

From: Sylvia Dickerson

Sent: Thursday, November 10, 2022 3:02 PM

To: Dariette Apo-Fasulo ; Claims

Cc: jerald. d. [protected]@ehi.com

Subject: RE: Car Rental extension REFUND OF MONIES

Dariette per the email sent on 10/28/22 you told me you would reach out to Enterprise rental and [censored] auto repair to check the status on my car repair and extend the rental based off their response. I talked with them yesterday and my car is not ready. Can you call them and extend the rental so that I can get my money refunded. Thanks

From: Westmoreland, Jerald D [mailto:Jerald. D. [protected]@ehi.com]

Sent: Thursday, November 10, 2022 2:46 PM

To: Sylvia Dickerson

Subject: Re: Car Rental extension REFUND OF MONIES

*WARNING: External email. Please verify sender before opening attachments or clicking on links.*

Are they going to extend the vehicle? The vehicle is showing the last day as of yesterday November 09, 2022.

_

From: Sylvia Dickerson

Sent: Thursday, November 10, 2022 2:25 PM

To: Westmoreland, Jerald D ; Dariette Apo-Fasulo

Cc: Claims

Subject: RE: Car Rental extension REFUND OF MONIES

That was not the agreement. I was supposed to give a fifty dollar deposit that was to be refunded at the end of the rental not 541.25. if the insurance company have extended the rental. I should not be penalized. I need my money refunded. Get the 541.25 from the insurance company not me. Thanks

From: Westmoreland, Jerald D [mailto:Jerald. D. [protected]@ehi.com]

Sent: Thursday, November 10, 2022 2:16 PM

To: Dariette Apo-Fasulo; Sylvia Dickerson

Cc: Claims

Subject: Re: Car Rental extension REFUND OF MONIES

*WARNING: External email. Please verify sender before opening attachments or clicking on links.*

Good afternoon,

you will get a full refund when you return the vehicle. IT has been extended and the refund will be processed.

_

From: Dariette Apo-Fasulo

Sent: Thursday, November 10, 2022 12:35 PM

To: Sylvia Dickerson ; Westmoreland, Jerald D

Cc: Claims

Subject: RE: Car Rental extension REFUND OF MONIES

I have spoken with the shop and they are looking at completion date of 11/16. I have sent a request for my manager to extend your rental until then. I will follow up with your shop further if rental will need to be extended beyond 11/16.

From: Sylvia Dickerson

Sent: Thursday, November 10, 2022 12:21 PM

To: Dariette Apo-Fasulo ; jerald. d. [protected]@ehi.com

Cc: Claims

Subject: RE: Car Rental extension REFUND OF MONIES

PER MY BANK STATEMENT 541.25 DOLLARS WERE TAKEN FROM MY ACCOUNT BECAUSE OF THE ISSUE WITH THE EXTENSION OF MY RENTAL. I WAS TOLD PER CONVERSATION WITH ENTERPRISE RENTALS THAT IS MONEY WOULD BE REFUNDED BACK TO MY BANK ACCOUNT WITHIN TWO TO THREE BUSINESS DAYS. THE MONEY HAVE NOT BEEN REFUNDED.

DATE AND AMOUNT WITHDRAWN BY ENTERPRISE RENTALS ARE AS FOLLOW:

10-04-22 $ 50.00

10-25-22 $108.20

11-02-22 $ 50.00

11-02-22 $238.51

11-03-22 $ 94.54

TOTAL: $541.25

I HAVE BEEN PATIENT IN ALL OF THIS, BUT THIS IS A FORMAL LETTER, I NEED THAT MONEY BACK IN MY ACCOUNT. I HAVE BILLS TO PAY AND THIS HAVE BECOME A MAJOR ISSUE FOR ME. I NEED SOMEONE TO RESPOND TO THIS EMAIL WITH A RESOLUTION. I REALLY DON’T WANT TO TAKE IT ANY FURTHER. THANKS

From: Dariette Apo-Fasulo [mailto:[protected]@aainsco.com]

Sent: Wednesday, November 2, 2022 12:28 PM

To: Sylvia Dickerson

Subject: RE: Car Rental extension

*WARNING: External email. Please verify sender before opening attachments or clicking on links.*

Ms. Dickerson, we just spoke with your body shop and they advised that the rear body was just received yesterday therefore they are looking at atleast another week but to follow up with them on Friday for a clearer completion date. I have put in a request to extend your rental until 11/09 but will let you know how much more after that.

From: Sylvia Dickerson

Sent: Friday, October 28, 2022 8:37 AM

To: [protected]@aaiclaims.com

Subject: Car Rental extension

Good Morning, I’ve tried to reach out to Dariette Apo-Fasulo to talk with her about getting an extension on my rental car. [censored] Collision in Phenix City. Al. is still working on my car and Enterprise rental car told me my rental is no longer covered. I’m in need of an extension because I need a car to get to work. Can you please reach out to Enterprise Rental Car and take care of this issue. I need someone to respond back to me to let me know whats going on. I have tried on several occasion all week and nothing is being done to address this problem. Enterprise is still calling me. I will be sending emails as documentation that I am trying to reach out to you before I further steps. I was not at fault in this accident and should not be penalized and worried about transportation to get back and forth to work. Please have someone reach out to me to let me know what is going on. Thanks

GEICO insurance reserved a vehicle while mine was getting hail damage repaired. In our area we had a severe hail storm on 10-24-2022, I reported to GEICO on 10-27-2022. They reserved a rental car for us (Y884C2), we could not get a car due to availability in our area until [protected] Thursday the following week. No storms in our area during the following days

picked up 11-3-22

turned in 11-7-22

Important Facts:

1. Peter w/enterprise in Copperas Cove, TX. Never had my wife go over a walk around, my wife did not sign anything she gave him a card for the $50.00 hold.

2. Car was dirty inside & out and not full of fuel, lights on in the dash (wiper fluid) (as if it was just checked in) I would guarantee the hail damage that was on the car happened previous week when storm came through central Texas, and got my truck, I believe Peter was trying to move people through so quick he did not inspect the car when he got it either. And did not inspect when my wife brought it back, he did not even walk outside!

3. Again no storm during these days! LOOK IT UP

4. $500.00 was taken from my CC without a who, what, where, or why!

5. We tried to talk to Peter and explain the damage was not from us 100% positive and provable by weather reports. But he would not even return our calls.

Current situation: I called USAA and put in a dispute on the charge, we also called GEICO explaining this is a false claim if they should get one. And even if it were true, but is not even close to being true, my comprehensive insurance is only $51.00 deductible so why is $500.00 out of my account!

I am writing this in hope that someone will investigate and right this situation ASAP, I have used enterprise many times they were always nice and basically did same things walk around, look, and agree if any damages were seen. This did not happen at all, Peter @[protected] or [protected] is not representing your company in any good way at all.

This is not a way to treat a GEICO customer and a veteran family.

Again my rental reservation was Y884C2. My contact information is below including a phone # I would love to speak to someone about this live.

Rodney Sinclair

[protected]@hotmail.com

[protected]

I rented a vehicle for a week he never took pictures of the hood and barely the vehicle because he was rushing seeing I waited over an hour for a vehicle because the one I rented wasn't available I'm thinking he put me in a more expensive one on purpose. I returned it still no hail barely rain drops weather never ever said hail. Then you send me pictures of after but not before how's that legal. I can't believe Hilton Honors is connected to this scam. Just because people don't use your insurance you file a claim that's insurance fraud. Even worse ripping off military vets and active duty through USAA

I have been an Enterprise Car Rental member for many, many years. However, my most recent experience was a complete disaster. Enterprise Car Rental Agreement Number: 7T7WBF.

My insurance company rented a car for me from Enterprise while my car was in the shop (Caliber Collision). After my repairs were done, and when my vehicle was ready at the auto body shop, there was no one to check-in my rental at Caliber Collision. However, I had inspected the car myself, and there was no damage. I was instructed to leave my rental car keys with the front desk at Caliber Collision.

I had the rental car from October 11, 2022 until October 25, 2022, while the body work was being done. Once the body work was completed at Caliber Collision, I went there to pick up my repaired car, and also dropped off the rental car and keys. To my surprise, the very next day, I received a damage claim from Enterprise (claim number: [protected]), that said I had returned the car with hail damage. I contacted the number on the damage claim form to dispute the claim.

1. It did not hail here in the Dallas/Fort Worth metroplex during the duration of my car rental (October 11, 2022 until October 25, 2022). I confirmed this with my car insurance provider (AAA TX) and with the National Centers for Environmental Information website’s Store Events Database: https://www.ncdc.noaa.gov/stormevents/listevents.jsp?eventType=%28C%29+Hail&beginDate_mm=10&beginDate_dd=11&beginDate_yyyy=2022&endDate_mm=10&endDate_dd=25&endDate_yyyy=2022&county=COLLIN%3A85&county=DALLAS%3A113&hailfilter=0.00&tornfilter=0&windfilter=000&sort=DT&submitbutton=Search&statefips=48%2CTEXAS#

2. In the final rental agreement document, Enterprise noted my miles driven as 2,209. That is IMPOSSIBLE. I work from home every day, so I don’t go out of the house much during the week, except to drop my son off/pick him up from school, which is less than 1.5 miles from our house. There is no way in the world, that in 14 days/2 weeks, I drove over 2,000 miles.

3. I park my car in the garage here at my house, and did the same for the rental car. The rental car barely left the garage.

4. I have the Life360 app, and can prove where and when I drove during the days of my rental.

5. My garage door can also be operated remotely via the myQ app. I can prove when my garage door was opened and closed during the duration of my car rental.

6. Using GPS, Enterprise should be able to show whether I was driving during a hail storm. I was not.

7. There is no date or time stamp in the pictures Enterprise attached to the damage report. They don't even note the day it supposedly hailed.

What Enterprise is attempting to do, is not only unethical, but illegal. This is fraud, plain and simple. And, from my recent online research, this has happened over and over to many Enterprise customers/victims. I will never rent another car from Enterprise, and have advised friends and family to do the same.

I will vehemently dispute this claim until it is resolved to my satisfaction. Even if that means hiring an attorney, and taking Enterprise to small claims court. I am also filing a complaint with The Better Business Bureau, The National Association of Consumer Advocates, and The Federal Trade Commission.

I was charged $136 on 10/26/22 then $180.12 on 11/1/22 then $112.33 on 11/5/22 what's going on? Insurance is paying rental what are the charges for I did not give my card to be used any time enterprise feel like it.

My vehicle is covered by progressive why charges?

Safety.

First vehicle was total miss I can't keep it straight on the road is pulling to the right and the steering wheel is not straight is almost upside down.

I turned it in and they gave me a nissan older with over 60000 miles on it now I am having different issue when iam driving the doors lock automatically when I stop I can't get out of the car driver side door won't open it doesn't mother what I try I have to roll the window down and put the key from outside to open it the seat wont fold in the back the lock doesn't function.

What happen if the car on fire or had accident how aim I supposed to get out if the car loose power and I can't roll the windows down

I called customer service I was told to wait until a car is available I went to the enterprise that rent me the car I was told they had none I went to bandera location I was told the same thing I called ih 35 n I was told the same thing.

No one cares about customers any more most diffenatly enterprise is no longer a customer oriented compagne.

They dont care they just withdaw money as needed.

Complaint with ftc will be filed as soon as I get my paperwork together. And the media as well.

You should be ashamed of yourselves doing this to your customers.

Hassan mahmoudi

[protected]

[protected]@gmail.com

I rented a vehicle on May of 2022 from the local office and when we did thw walk around we found damage to rear of the vehicle on right rear panel so the employee said she would dictate it on her ipad so now 5 months later Enterprise sends a bill for $1974.13 for damages to the vehicle they fixed the vehicle without telling about the damage so I could contest it.

My name is Samuel Issacharoff. I rented a car from the US for pickup in York, England, and drop off in Edinburgh, Scotland. My Confirmation #1971921819COUNT and Booking #70GINR. I submitted a Claim #[protected] and have heard nothing.

I had an accident in England that left one panel damaged. When I returned the car in Scotland the agent charged a 5,000 pound retainer on my debit card. I was supposed to receive the photos so I could file a report with my US insurance company. I was also supposed to receive a refund for the amount that the retainer exceeded the costs.

I have never heard anything from Enterprise. My travel agent has spent months trying to get this resolved. I am filing my own complaint now. If I continue to hear nothing I will pursue further action.

I look forward to your response.

I think someone needs to review this. If this is how your employees treat customers, I find it absolutely disgusting! You should hold your employees to higher standards. After seeing this I do not think that I would rent a car from Enterprise. I have kept this video to share with anyone that mentions renting a car. This customer did not sound like a young person. Who knows what her story is. She could very well have a medical condition in which the most educated decisions of what and what not to say could be hindered.

Do better Enterprise!

https://www.tiktok.com/t/ZTRHoU8tQ/

I reserved a car at Enterprise Rent -A-Car

When the customer service representative completed the registration process I was told that the car is having the oil changed. An oil change can take sometimes an hour to complete so I became angry, I was unaware of the beforehand and they should have called me to inform me of the delay I have rented cars at Enterprise before and this is the first time this happened.

The Assistant Branch Rental Manager, James N Crawley came over to me and told me that they were not going to rent me a car. I told him that I was going to make complaints about this on the internet. He replied "That's fine."

I called the customer complaint phone line later that day and the representative conferenced called the phone call with me to Mr. Crawley. We discussed renting me a car. Mr. Crawley was silent for a few seconds. I assumed that he was thinking about it. I told him that I was still going to make the complaints about him. Then he immediately said that ...There was nothing they could do for me. Did he say that because I told him I was going to continue to file the complaints?

I have every right to make complaints about him, just like I have the right to make this one, and he denied me service because of it?

So Enterprise...Do you condone this kind of behavior?

If not, what are you going to do to ensure it doesn't happen in the future?

Today I noticed you have taken £160 from my account which is unlawful. This is unlawful because I ordered you not to. This account was in dispute, as I did not agree to your accusation of damage. If this transaction is not reversed within 5 days I will issue a personal writ then a personal lien against you (not your company) for damages and undue stress caused. Please reply to email address

[protected]@hotmail.co.uk

I was in an accident by no fault of my own in what I thought was a friend's rental truck. The officer knew the boy and treated me badly and blamed me for the accident when it wasn't my fault. Well we delt with 4 fraduant caimsnon my own personal insurance all denied and out the blue I get a bill for almost 16,000 to pay for a totally vehicles repairs and most of which was never broken or needed to be replaced but they changed me and want me to pay it even though it was covered by friends insurance and enterprise also. This is crazy and the accident alone cost me $700 that the tow company stole out of it as well as personal property belonging to me and my daughter who was with me that day.

Hello, I rented a vehicle from Enterprise October 2 and October 3 at the Newcastle Airport location. I parked the vehicle where I was staying at the Britannia Hotel at Newcastle Airport. They required I register the vehicle and pay 5 English pounds every 24 hours. I did this. I parked the vehicle first time at 1:00 PM on October 2 and left at 8:00 AM on October 3, so less than 24 hours. They incorrectly cited me for not registering the vehicle and paying their parking fee and sent you the citation. You in turn have charged me 35 English pounds. This should never have been charged as I followed all rules and regulations of Britannia.

As I do not expect to refund me the fees charged I am taking steps to contact proper Government agencies in the UK to investigate Fraud and criminal charges against Britannia and Enterprise as there is zero legitimate reason why I should be penalized for a violation that NEVER happen. In addition I have notified Expedia through whom I booked the Car Rental of this issue and will take every chance I get to give Enterprise a negative review on social media and never rent a vehicle from you again unless I receive an apology and a refund for unjustified charges against me.

Raymond Williams

Every time enterprise on garnesferry take a payment they never give me a curiosity call. The 19th of October I had to pay a $30 overdraft fee because of them and now today Christopher going to tell me it's nothing he can do about it I signed a contract and if I didnt wanna pay I can turn the car in. So unprofessional for him to talk to a customer like that when Im having to pay extra money because I wasn't informed. when all I was asking for the money to be returned back until later on today.

literally been waiting on my rental car now for two and a half weeks but they keep telling me every time that I go in there that they will have something available for me in a day or two but they never call and didn't they sent me up with an appointment to go there so I go there to pick up my car and all of a sudden they are sold out again even after telling me that there would be one available so my car was stolen 3 weeks ago and I've been out of vehicle this entire time my insurance was only going to pay for a vehiclei have until the 21st or the 22nd it now the 20th so it completely screwed me on having a vehicle to be able to do anything or go to the store or anything

I was in urgent need of a rental car and made a reservation through the Enterprise website. No problem, my car would be ready at 8:00 am when they opened in the morning.

I was ready to go get the car and my Lyft driver was in the driveway ready to take me there. As I was about to leave I received a phone call saying that there were actually no cars available.

So now I had to send the Lyft driver away and start cancelling my appointments for the day. Very upsetting to say the least

I sent this email to [protected]@enterprise.com, but no response, so let’s try this way.

Good afternoon,

I had an accident back on August 7, 2022, and I am currently in my second rental vehicle from the Enterprise Car Rental location on 159th Street in Orland Park, Illinois.

In August, my husband and I rented a Dodge Ram 1500 Big Horn edition as that is what I normally drive. I was able to look past the fact that it was the cheapest version of a Big Horn Edition that I had ever seen in my life, as I figured yours is the business of rentals, and some customers may not treat your vehicles with the respect that they should. HOWEVER, I was NOT counting on the truck being absolutely filthy both inside and out (not being able to see out of the windows is quite dangerous), I did not appreciate the flowery stench of whatever spray the location used to disguise the stench, and worst of all, I really wasn’t counting on all of the tires being under inflated at 29-30 lbs! It’s a good thing I’ve been driving Dodge trucks for 20-plus years, and that my husband and I have an air compressor in our garage! By the time I returned the truck to Enterprise, it was in MUCH safer condition than it was when I got it!

Now, I’m in a Silver Toyota Four-Runner. This vehicle is no better. The difference is, I have photos this time. Same horrible stench. Same filthy windows and mirrors (which I will try clean this evening with whatever works). I also found a used Vape thing, french fries and crackers under the driver’s seat, and napkins and a fruit bar under the passenger seat). I’m happy to send you the pictures of someone even responds to this email.

I remember when Enterprise was the elite car rental company. Now it seems that one can get a higher quality vehicle from Budget / Avis. Has your company truly lowered all standards for maintaining its fleet? Is there no longer such a thing as cleaning the vehicles upon return before releasing to the next customer? Or is this simply an issue with the Orland Park location?

I’m paying an additional $20 per day for this “premium” vehicle that is certainly NOT “premium,” and I’d love to know why.

Any insight would be greatly appreciated.

Thank you,

I FORGOT TO MENTION THE EXPIRED LICENSE PLATE! Just unbelievably horrible.

In 2018 I rented a vehicle from enterprise rent a car in Mount Pleasant, South Carolina, I had spoke within them several times and making them well aware I was returning the vehicle late and i apologized. . They kept blowing my cell phone up over and over again and even as I was pulling in to return it. I received late fees and declined not pay the late fees as I was so upset and frustrated with theses people and was made to feel like I was being treated like a second class citizen, I felt bullied and extremely uncomfortable by these people and especially the woman who was managing the place. When I was speaking with the manager who was some lady there and she was acting like the car was her baby and asking me where I was and to bring her baby back home to her. she was speaking to me like that about car. It was very strange and creepy. As she kept blowing up my cell phone up over and over again repeatedly after we had just spoke. They had me so stressed out and frustrated since the beginning of the rental and to the end decided I would never do business with them again what so ever. The whole staff was completely rude and not friendly and not welcoming at all. The reason I am writing this now. Is I now live in Florida and my car was flooded from a bad rain storm and is being repaired for damages. This happened 5 to 6 years ago already. In reference to all this crazy experience at this location My car insurance sends a reservation to get me in a rental car to enterprise. This whole instance has slipped my mind by now. Moving forward I Went to pick up rental car to come to find out I am on the do not rent list, surprise surprise right! The lady at enterprise in Florida is explaining why I am explaining cause I Turned in the car late and them calling me several times ect. Not returning car. Also letting me know I owe late fees. I refused to pay them the late fees and told this manager that while speaking at the time . Unfortunately I don’t have a choice on getting a car except through them. I am making people aware how I was treated at that location. I am now missing a ton of work and have no car for a few weeks while mine is repaired. The problem is here their is two owners ships of most of these car rental places it’s monopoly. These two ownership each own most of the other reveal place. Unfortunately it’s a monopoly. I am not the only one who has these kinds of experiences. Many complaints out there.

My insurance company contracted Enterprise to provide a rental while my car was in repair. My first car had a cleanliness issue, a very foul smell. I then was given a second car, and while I was driving on the road, I found out that the horn did not work. I called Enterprise to complain and the company did not return my call. I called customer service to escalate and I was promised a return call from the district manager and no one returned my call. On my own accord, I went to another Enterprise location and I was given a third car not in the category of car that currently pay for from my insurance. I drive a Mercedes SUV and I was given a Camry. I should be in the SUV category. I called Enterprise customer service to complain and they promised that someone would call me to resolve.

And of course, once again no one has returned my call. This is really unacceptable service. My name is Donna and my number is [protected]