Enterprise Rent-A-Car

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

November 1, 2022 Enterprise at 1246 US Rt 302-Berlin, Unit 1, Barre, VT 05641 caused my family much distress, time lost, health crisis, gasoline, and major inconveniences again. We arrived to pick up our car rental due to price change we needed to pay with two forms of payment. This was not acceptable and one form of payment in my name only would be, stated the manager at that time. I asked for the Manager who I had spoken with the week before due to other issues with Enterprise car rentals. The woman stated he no longer works there, I stated I would like my rental honored, as it should be. The manager there at the time turned us away with no acceptance of payment in any form. We have been awaiting a call from Corporate Management concerning this matter yet we are still waiting. We would like to hear from someone as soon as possible.

Thank you

I am writing to address my experience with my car rental I booked on November 2nd so that I would have a vehicle ready for me on November 14 when my vehicle went in for body work.  I arrived at 9:00 a.m. and waited about 20 miniutes , when no one from enterprise showed up I called only to be notified the agent I spoke to on the phone booked my rental through the wrong location.  The agent I spoke to at the Waterbury location contacted the Wallingford location and arranged for them to pick me up.  I was finally picked up an hour afterwards.  When I arrived in Wallingford the problems continued... This is the third time I rented a car from your company and it was given to me filthy dirty.  When I picked up the vehicle it was wet so I thought, well, nothing wrong with a clean car, but as soon as it dried it became evident that all they did was spray some water on the car.  The wheels were black they were so dirty, there was visible mud sprayed about the exterior of the car and the windows were filthy and I had a hard time seeing out them in the sunlight!  I took the vehicle to the car wash figuring that would take care of the grime on the windows but no, the grime and spots were all over the inside of the windows. .  I have rented from your company many times while on vacation and never had problems like I have from the Connecticut locations. Once I rented from your Waterbury location only to find marijuana seeds all over the interior of the car, then I rented from your Cheshire location and was given a vehicle so filthy I returned it right away and now this time your Wallingford location also gave me a filthy car.  Some of us use our vehicles for work purposes and we should NOT have to clean the vehicles ourselves to make sure the vehicle looks decent.  Your company needs to improve the cleaning standards of your vehicles!  I would like reimbursement for the cost of having to take the vehicle to the car wash and my time spent cleaning the windows so I could safely drive the vehicle!

Hello my name is Tracy Myrick last Thursday I had rented a car online through Priceline for Opelika Alabama. My brother is fixing to pass away and I explained this to the lady that was renting my car for me or helping me rent the car online, so first off this was an emergency to me and my family. When I got to the Enterprise location they did not have any vehicles. Which I don't understand why you would rent a car and not have vehicles. The lady was very rude and very nasty and told me it was not her issue that she only worked for Enterprise as I explained my situation to her her eyes rolled she had a very ugly attitude and yet I was sent away to worry about it on my own. So I tried to rent a car was unsuccessful. Monday comes around I rent another car I get to Opelika same experience no vehicle but at least the gentleman there tried to help me out and sent me to Auburn Alabama when I get there it was closing time and I was told that I had to put up a $300 deposit for the vehicle. I was never told this on the internet through customer service nor through any of the people I had spoke with at Enterprise. My problem is I'm not getting to see my brother I'm about to have a nervous breakdown because of all the situations of how I've been knocked out to get to see my brother. I do not understand how Enterprise to put yourself out there to help someone and then not be there. My heart is broken cuz I cannot see my brother for I do not have the means to get there through all the times I could have dealt with this since last Thursday if I knew and I had to have a deposit. I really want someone to reach out to me so I can explain my situation a little further and then put in detail how much how this all played out. I do feel like I was mistreated and I do feel like the world is against me when I can't go see my brother and enterprises such as such is to be such an extra outstanding company. I do not have a credit card for they were taken away during these hard times that we've had since covid so therefore I was not allowed to go across this bridge 8 Mile bridge into Columbus Georgia to rent my car I don't understand. I have had no one reach out to try to help me in any kind of way I hope that Enterprise reevaluate their situation and their reservation policies for I am deeply heartbroken and in wish to see my brother

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.