Enterprise Rent-A-Car

Dear EAN Service Rental Resolution Team,

Hope you are all doing well. I am humbly and kindly reaching out to urge you to remove a holding on my Enterprise account. This holding is for the rental provided by an insurance of a driver who was found at fault on a car accident. The rental was towed by mistake by the towing company on 01/05/2021. Because of this error a holding has been placed to my Enterprise account for an event that didn’t cause, didn’t request nor I damaged. Please help me remove this holding as another insurance has booked another rental through Enterprise for three weeks and I cannot pick up the vehicle because of this.

The car under the rental agreement with # 2BYWML was mistakenly towed by a towing company by mistake. I didn’t request to have the rental towed, the rental didn’t need to be the towed as there was nothing wrong with it.

Some towing company towed the car by mistake from my apartment complex just cuz it didn’t have the parking ticket that all tenants have. Clearly the rental didn’t have the parking sticker as it was not my car. The incident was not my fault whatsoever as I did notified my landlady, her assistants at the leasing office and the maintenance team. They did not provided me with a parking sticker as they said I was fine, and they would remember. However, two days before my rental agreement ended, before the due date to turn in the rental it was towed by mistake by the towing company from where you guys got it. I woke up and lucky got a call from the bodyshop that was taking care of my vehicle to tell me I could stop by to pick it up. So! again, before the due date to turn in the rental I was planning to return it as I could go get my car. But, when I heading towards the rental it wasn’t there. I was so pissed as neighbors told me they saw the towing truck were taking a car like the one I described but they didn’t know who it belonged to. I was so pissed and when to talk to my landlady, her assistants and the maintenance team. They all claimed they didn’t request that car to be towed either. So; considering this it was entirely the towing company's fault.

Why am I being charged for something I didn’t cause, something I didn’t request nor damaged? that’s very unfair. You should’ve called the towing company and ask who requested to tow the vehicle. That’s the responsible one!

In addition, according to the rental agreement shared with me from the other driver’s insurance was that some of the benefits, agreements and policies for that rental included free roadside assistance, towing servicing, etc. The rental was still under the contract with the other driver’s insurance that provided me woth that car. Why Enterprise didn’t mail the insurance in charge the bill for this ridiculous charge if they were who were paying for the rental for me?

Moreover, I never got a bill mail to my address about this. I just found out about this as another driver’s insurance is booking a new rental for me for three weeks and I am unable to pick up this new rental because of that irrational holding Enterprise placed on my account for not valid reason which shows discrimination towards me and lack of professionalism to resolve issues that concern to clients.

It is worth mentioning that when I found out the rental was towed I immediately notified Enterprise in person and the staff at Group Branch 560H in Nashville TN told me the following: “ Do NOT worry, we will take care of it! it’s not a problem, if you wanna turn in the vehicle just turn in the key and we’ll handle everything with the insurance who got you this rental, you won’t get charged for anything “ they said. I double-checked what she had just stated and she confirmed “ I assure you won’t be in troubles, you won’t be charged at all. We’ll handle everything and do not worry for the rental we are here to take care of it” she concluded.

By promising me that I wasn’t gonna get charged and getting charged months after without official notification through mail shows not only lack of professionalism but also high and clear signs of discrimination.

I urge you to remove this or I will take it to court because you guys are putting me in a very tough situation by not being able to pick up this new reservation booked through anothet driver's insurance!

Jesus Cruz-bautista

[protected]

I rented a car at the morning of May 4th and that same night purchased a new car at a Toyota dealership in Glen Mills, PA. I was very happy that I could leave the rental there as a drop off and since it was early evening the dealership said they would have it picked up from the Chaddsford Enterprise location the next morning. I had a $600 hold on my credit card for several days and ended up with $101.07 charge. I called the next day and was told it was going to be $68. It seems like someone swindled me out of some money here and I want my money back!

Picked a rental up from Manchaca location in Austin,Tx on 4-11-22 @12:40p.m. Agent was extremely nice, walked around vehicle notice alot of scratches dents, and that the vehicle looks as if it's been wrecked on the bumper. I was in a hurry to get back to work after he showed technical stuff about the vehicle. As I drive off notice the vehicle is extremely dirty on the inside spots, dirty sun visor filth everywhere. I was driving vehicle today and the vehicle stopped on me. Not sure if the vehicle was properly sanitized. The vehicle looks as if it's someone personal vehicle who have children that touched everywhere with hot cheetos. Vehicle drives extremely ruff. Tried to call in after I drove off no one answered the phone, again today and no answer.

I had a car reservation setup by Liberty Mutual. I'm disabled and have been seeking the return of my personal car, wheelchair, black military gloves and other personal items.

My rental car was taken back without warning. I had asked both Liberty Mutual and Enterprise for an explanation.

I ended stranded for 12 days before another rental company car was provided. I had been adamant about this wrong.

I have been calling the disability numbers. So far no progress. I'm frustrated and will start business and discrimination complaints next. The charges were outrageous and predatory.

I think it is disgusting to take my wheelchair away. I have missed too much from this screwup.

I rented a car from enterprise on odana in madison wisconsin for two weeks I paid almost 1500$ up front for the two weeks your 30$ insurance that cover anything and everything with the car along with deposit. The car got impounded and my contract was closed a week early not only did I not get my refund for the week plus In insurance and the deposit I was being charged with storage fee and towing. I had a problem the whole time I had a car that was had mechanical engine problems I was told if I swap it won’t look good on me the cause I’m trying to get something for free. I paid all upfront how would I want something free if you guys had my money. That car had the check engine light on while I was driving from Madison wi to California. I had to swap the car out in Vegas it was not safe to drive if anything would of happened not only would you be liable I would be stuck in the middle of no 60 miles out from a exit. I paid for the insurance that you guys advertise covers anything and everything even if stolen i can give the keys and walk away. To be told that it only covers collision to try to get me to pay is [censored] because stolen isn’t collision and you guys never say that ever that’s why I paid 30 dollars a day for 14 days. This is the second time I have had a problem to continue to be judge and discriminated against

Is the worst slap in the face. Leaving me stuck in California with no way home and money I did not have that I spent on this rental. They also left me with all my stuff in the car not knowing where it is. When I was told I would get a phone call. To treat another human this way no matter the circumstances is digusting.

Thank you

Maria agushi

Maria agushi

[protected]

[protected]@gmail.com

So about 12 years ago I used to rent from enterprise through the airport when I traveled. The last time I used them I got a letter a few weeks after I returned the car claiming damage. I did not agree and they didn’t offer a fair way to appeal or dispute so I never paid it. Fast forward to now and I have a job where I will need to rent from enterprise frequently. I found out I was placed on a do not rent list. I called them several times….was transferred back and forth….was told they found the claim then they couldn’t find it then it was with collections then it wasn’t. But still no amount or a way to fix it. Can someone please provide me with a way to get of this ridiculous list and figure out how to resolve this? The calls directly to DRU are not helping me.

I reserved a car on May 3, 2021 I called yesterday to be picked this morning and to make sure I was going to be getting a upgrade I was confirmed yes I would . I have been a customer for the past 5-6 yrs I never have had a problem with any rentals until today. I was suppose to be picked up at 10 am I did not receive a phone call letting me know that Enterprise was running late I called and was told they would be here by 11. When I arrived I was told I will be put into a compact car i explained how I was just told yesterday I will have a upgrade the service rep spoke with Kieffer Degen the branch manager and asked if their was another vehicle he said yes but I would have to pay more money. I told him that I shouldn't have to pay more money for their mistake and for my inconvenience I have a very important Dr appt to go too today that I waited months for that I will have to cancel.

i returned their rental car after 4 days...I didn't use the car except to drive it home and back to them, so it stayed the whole time in my garage, i brought it back using 26 miles for the whole time.

When i took it back, they went to check for damage, the first thing they looked at was the roof of the car and said it had hail damage...so they called my car insurance for a claim and get money...and now i have a claim on my insurance that will cost me...that was in Amsterdam NY on rt 30

Will Never go to that place...they will take a cash settlement from my insurance like they probably did many times before and not get it fixed so they can do it to the next person...

Really...who goes to check for damages and start by checking the roof of a car instead of doors and bumpers?

I rented a car from Enterprise in Hilliard, Ohio, in May 2020. I had a contract before the one in question and the circumstances were the same.

I explained to the manager that I was working on the front lines in the pandemic. I also explained that I was staying in a guest room at the facility and that I was in a remote area, with Lima being the nearest city. I explained that I worked 16 hours and often had to go back on duty after four hours, making it difficult to get to the office to sign a new contract and I explained this.

Apparently it was an issue, but the manager said nothing. On June 26, 2020, Enterprise charged my card $359. On June 28, 2020, I was informed that the rental had been reported stolen. When I asked the manager how was I supposed to get the car back to Columbus, her glib response was, "Oh, I don't know...maybe pray to god that you don't get pulled over?" Yeah, that's what she had for me. I called Hilliard Police and explained the situation. I gave the officer the plate number and he ran it and informed me that the car had, in fact, not been reported stolen. He even gave me his contact info in the event I was stopped while driving back to Columbus.

So I made arrangements with work and after working 16 hours, I made the two hour trip back to Columbus and dropped off the rental at midnight on June 29, 2020. I retrieved my personal vehicle and made the two hour trip back to work in time to take a nap and go back on duty. I went into the app on my phone and locked my card so Enterprise could no longer charge my card, since I dropped it off. They still charged me after the rental was returned and then claimed they started the paperwork to report the car stolen and then I was placed on the Do Not Rent list.

I was treated rather shabbily. I will stop at nothing to get satisfaction and I don't care how long it takes. They were wrong and refuse to admit it.

Do not rent from Enterprise. They will lie and then double down on their lives. They can put people on the Do Not Rent list for any little thing and it doesn't matter if you're in the right or if you're innocent. They will put you on the Do Not Rent list if you share an address with someone who owes a balance to Enterprise. This company will ruin your life; I guarantee it.

My name is Pamela Jackson. I recently rented a mini van from your Matteson location on 3/29/2022. RA#616Z2Z. My interaction was first with Garrett, then Chris and finally Adrian. All gentlemen were respectful and attempted to handle my situation but I am still not satisfied and likely won’t rent from Enterprise again.

In summary, I was given a car that was older and a basic model with no clear and evident way to connect Blue Tooth. Shortly after leaving your Matteson store, I called to see if there was another option for a vehicle OR if I could get some assistance in setting up blue tooth, if the car had it. Garrett assured me he’d call me right back and didn’t. Wednesday morning I got on the road headed to Gatlingburg, TN for my daughter’s cheer competition which she had to be there by 6 pm for the first round in order to cheer if the squad moved on.

Midway through the trip, I called Enterprise on Wednesday to report that the air conditioning was malfunctioning and blowing warm air. Garrett was busy and Chris was rushed (several customers in the lobby). Chris suggested finding the nearest Enterprise and trying to swap out the cars. I should add I had 4 children under the age of 11 in the car with me. I was blown that he wanted me to figure out this problem, but I proceeded to go to two Enterprise locations. The first didn’t have a vehicle. The other one had one but it was being serviced so I had to wait for it to return from an oil change AND be cleaned up and prepared to go out. I lost 2.5 hours not to mention had to manage 4 restless children and my stress level was at an all time high knowing that I needed to be at a competition by 6 p.m. and we lost an hour in transit from the time zone change. Devon Brown of the Greenwood, IN location was fantastic. We got on the road and proceeded to Gatlinburg. Arrived at 815 p.m. and disqualified from participating in the competition. When we got out of the car to go into our hotel, the right passenger sliding door would not close. It would close and open so I had to force it to close each time someone got into or out on that side. Do you know how annoying and inconvenient that is? The sole purpose of going was for the competition. This meant I needed to find activities to fill the time that would have been filled with competitions. This cost me an additional $675. Enterprise Rental was solely responsible for my delay and thus my daughter’s disqualification and added expense. Adrian offered to cover 3 days of the rental.

I am appalled that you have these vehicles in your fleet as they are the most basic and not user friendly.

On April 1st I did a reservation for a minivan at my hometown location. Received confirmation and was headed there...they opened at 830 I didn't arrive till 9 so plenty of time to call me. As I am turning in location I receive call saying there was a waiting list of almost 20 people. I have rented several times in the past and this has happened before but they are the only rental place I trust. I asked if there was something else they had that I could rent and I was told they didn't have anything but I noticed several cars in the lot and not one customer there. So we decided to try the location several cities over and received verbal confirmation as we are leaving city to go to the location we get a call from this location saying they didn't have anything. We were scheduled to leave on our trip that morning and had to cancel our vacation. This is very disheartening and bad business.

Alamo / enterprise Geneva / Zurich

Took the car on the 26th evening in Geneva. Never was asked to check anything. I did a quick check on my own in the dark of the car park. Returned the car in Zurich on the 2nd and the very first thing the guy checked (with a UV type flashlight - never seen that before) is the windscreen …. And hop ! Find a micro dot and tell me that it is a stone chip… the car next to mine was not checked and when I had a look at it it was the same soi called the guy again he acknowledged and his colleague who did the check said «  it is ok they have full cover ». What a joke ! Next guy taking the car will have the same as me !

I did not accept the check out and I send 5 emails in 3 days with no answer. I called 3 times and explained and no one ever called then my card was debited and today I received a kind of invoice with the expert note etc…. A perfectly built process.

Si to make it short, all will now go to my lawyer and a few consumers association in Switzerland where the rights of consumers are paramount. I will also make sure I recommend the company on social media :)

I rented a car in Saudi Arabia with Enterprise Rent A Car. The employee with whom I dealt made a payment of 1000SAR on my card and made a mistake since it was supposed to be a hold for the deposit. Therefore, it's been more than three months I am struggling to be refunded my 1000SAR.

The customer service has been a nightmare, nobody can be reached over the phone and I end up speaking on WhatsApp explaining my case over and over again since it's always a new person I end up talking with.

Attached is my bank statement where you can clearly see I was debited 1000SAR.

Reservation number: [protected]

Internal complaint number: 1569

Rental location: Riyadh Airport

Please contact me in order to resolve this issue.

Thank you

On March 14, I made a reservation for a rental car due to my car being in the shop. When I went to pick it up the following day at the instructed location, they did not have a car available. Said it would be the following week. So, I called customer service. After being on the phone with them for over an hour, she said that they did in fact have available cars at the airport location. She gave me a new reservation number along with the time and location to pick it up. I found a ride to go pick it up across town at rush hour, and upon arrival, once again, I was told they had no available rentals for me at all! At this point I have missed work 3 days, wasted alot of my time, and stressed me to the max. The following day I called my warranty company and they proceeded to make me yet another reservation and I was instructed to pick it up the following morning at yet another location 45 min away from me. That night an employee of that location even called me to confirm that I was going to be there to pick it up. When I arrive that morning, they tell me they are all out of cars! How does this happen? Three times?

I am a U.S. Citizen and recently vacationed in Dublin, Ireland. My wife and I rented a car from the Enterprise facility at the Dublin airport upon our arrival. The care rented to us was a standard transmission. This was not an issue for me, I grew up driving standard transmission vehicles. My biggest concern was figuring out driving on the left and the very narrow streets I'd read about. We purchased what we were told we the "VIP" protection package for insurance, which cost us about €50/day, for 7 days. We were told that this would cover "everything" and we would not be responsible for any damage, should it occur.

The vehicle had 5775 km on it when we got in. We immediately drove to our hotel in Dublin City Center, about an 8 mile drive. As we got closer to the hotel I could smell the smell of burning clutch. The smell got progressively worse as we traveled through the city to our hotel. Eventually, the car began to smoke and the smell was unbearable. We finally parked the car and the engine light came on.

We went to our hotel and I attempted to call the rental desk at the airport several times to inform them of the issue. I either got no answer or the line was busy. The desk attendant at the hotel can vouch for this, as we had no service on our cell phones at that time and had to use the phone at the front desk. I finally sent an email to the email address listed on the business card I had for the rental desk at the airport.

A short time later, I was contacted by someone from the rental desk. I told him of the issues with the car and told him I didn't feel comfortable continuing to drive it. He told me I could bring the car back if I'd like. So, we began driving it to the airport.

Just a few miles from our hotel, the car quit working. It was running but, I couldn't shift into any gear and the car just rolled when I let off the brake. We were in the middle of a very busy roadway during rush hour traffic. I immediately contacted the road side assistance number and was told that someone would be on the way. 3+ hours later, and several more phones calls later, someone would finally arrive to help us. The local police helped us push the car out of the roadway until help arrived, luckily, otherwise we would've been sitting in the middle of the roadway for several hours! At this point, the car had 5801 km on it. So, we put 26 km on it.

I tried several times, again, to contact the airport rental desk while we waited, to determine what I needed to do to terminate the rental and get a refund. Again, I had to send an email to get any response. The person who finally called me back informed me that the car would be inspected and if it was determined that the issue was the clutch, they would charge my credit card to repair it! He told me that my insurance didn't cover mechanical issues! As you can imagine, I was dumbfounded. I was never informed of this prior to rental and I can't seem to find it anywhere in the rental agreement, which I've read over several times now.

I received another email later from the rental desk, informing me that it was determined that the clutch was the issue and that there would be a €1600 hold placed on my credit card until the repair was complete!

Here are my concerns:

1. There is virtually no way to destroy a clutch in a car in about 8 miles, which was about the time I started noticing the issues. Even someone who has never driven a standard transmission would be hard pressed to destroy a clutch in that limited amount of mileage. Within roughly an hour I was attempting to contact the rental desk to inform them that I felt there was an issue with the vehicle.

2. I feel like I'm being taken advantage of because I'm an American, and Americans probably aren't typically known for driving standard transmissions. So, they immediately assume I don't know how to drive the car.

3. This car had 5775 km on it, surely it's under some sort of factory warranty that would cover the repair?

4. I paid €50/day for "VIP" insurance coverage, now I'm being told it doesn't cover everything?

5. There was a dark cloud over my entire vacation now, because I'm constantly worried about a €1600 hold being placed on my debit card, which would leave me with nothing to spend while I'm here!

I sincerely hope you're able to help me with this. I paid nearly $1,000 for rental, taxes, and insurance and I drove the vehicle for about 16 miles. None of the money has been refunded to me at this point. I'm now being told that the money will be kept until the repairs are done and I will be refunded the amount left, if any.