Enterprise Rent-A-Car

This is an email that I tried to send to Enterprise in Mount Kisco NY but everyone I have contacted refuses to provide an email address. I was able to send an edited version online to a "clearing house", which indicates that it will be forwarded "down" to the "regional management team".

My credit card declined this morning for my reservation. I failed to check before I arrived, as I am in the process of moving and had just dropped my car off at the auto repair.

Shannon and Kelly at Mount Kisco NY were nice and apologetic. However, Shannon failed to tell me I could not use the same card again. I had paid the card down while I was waiting. She informed me that the "system" would not accept a card that had declined previously. She should have known or told me.

I had asked to use two different credit cards and told it would not be acceptable. I was asked for a utility bill but my rent includes my utilities. I had already provided my insurance card. This is a terribly unnecessary burden on an established customer. It was arranged to have Gary to give me a ride home, which was greatly appreciated.

I have been an Enterprise customer for a number of years, except for the last two. As a rideshare driver, I have heard many horror stories from people who had reservations with Enterprise and were left with no car at the airport, sometimes late at night. It was prevalent over the last few years but I gave your company the benefit of the doubt "due to Covid". After a few unpleasant attempts to rent a car with you guys myself before today, I believe that the scenarios presented to me were all true. Today, there was a greater effort to push me away as a customer than to keep me.

My $89 wouldn't make or break you obviously. You made an honest, hardworking customer's day much so much more difficult. Trying to move, pay for my auto repair, missing work (I use my car for business), and then being stranded 15 miles from home because of your stringent policies is terrible customer service and downright mean.

I have been renting from another company in CT since I have lived here, and I am happy to drive an hour to that facility because of the ease of renting a car and the respect they show me as a working man. I chose Enterprise today because you are a few blocks from the auto repair. All of my apprehensions about the quality of Enterprise's services and product have proved to be well founded.

There is nothing to draw me to another risky rental reservation with Enterprise, ever again. Even my being responsible for ensuring that my credit card accounts are paid and up to date will not allay my disappointment with your company. I came back to you today after a long absence. You had a chance to retain me. Instead, I was rejected by the over reaching qualification of "...a couple of utility bills"?

I called the location today to get an email address for a manager and was refused by Kelly. She gave me an 800 number. Why the secrecy? I was being considerate of the manager’s time by trying to send this communication before a phone call. Kelly at first refused to even give me his name, instead she kept “talking over me.” Inexcusable. She finally told me the manager’s name is Connor.

Please use this as a training "tale" and do what you can to address these kinds of needs and difficult experiences with your customers. Enterprise should be very concerned. People rent cars because THEY NEED ONE! Most rentals are presumably for emergency, travel, scheduling, etc. Not being able to obtain a set of wheels, whether for business or pleasure is nightmarish on top of the already stressful situation that brings one to buy your service. Having, and fulfilling, a guarantee of a simpler process to renting should be the renewed mission of Enterprise AND, certainly the least difficult part of someone's day, such as mine has been. The stonewalling by Kelly the assistant manager is baffling.

I sent this letter to the Manchester Connecticut on March 25, 2022 and haven't heard anything back:

Hello,

I'm a blunt and to the point person. Your staff at the Enterprise at the Manchester CT was friendly and nice people during my latest and previous encounters but however it doesn't address my ongoing issues with your organization. My issue is the odor of cigarette smoke in your vehicles issued to me. As I stated to several staff there on 3/21/22 that I'm an asthmatic non smoker who never smoked before and also hyper sensitive to cigarette smoke. On 3/21/22 I had three vehicles which all 3 reeked of cigarette smoke. These are the vehicles in the order I received: 1. A Jeep 2. A Black Nissan Rogue 3. A White Nissan Rogue which all reek of cigarette of smoke and to your credit I didn't contact you or bring back the 3rd vehicle the White Rogue to complain about the cigarette smoke because right now I'm TIRED of complaining. I begin smelling the smoke during my 40 minute drive to my home. I was planning on remaining silent and not ever using Enterprise again unless I received an email. I do not want any compensation for the vehicle because that's not why I'm replying. I'm replying because I'm totally dissatisfied with Enterprise in dealing with your customers smoking in your vehicles and YOU Enterprise failing to properly clean vehicles with cigarette smoke and this is a continuing issue my of personal dealings with Enterprise.

For example I was involved in a accident on March 2017 which I had to rent a car from your Meriden CT location and all 4 or 5 vehicles I received REEKED of cigarette smoke. I told that after the 4th or 5th exchange in hopes to find a suitable vehicle by management they would not be swapping out another vehicle. So I dealt with the overpowering cigarette stench for the week and the vehicles mostly sat in my parking space and for me I couldn't wait to get my vehicle back. I vowed to never deal with the Meriden CT location AGAIN thinking that this is a local issue. I didn't realize how wrong I was.

Here's another example in March 2018 again I involved in another accident which I used your Manchester CT location and this time I received a totally smoke free vehicle and my experience was great. In hindsight now I think that I just lucked out that no customer smoked in that particular vehicle's usage or Enterprise properly cleaned the cigarette smoke and after my latest experience with your location I strongly believe the former of the two things happened.

In May 2019 I again used the Milford CT location and this time it was a brand new vehicle and of course there was NO issue with smoke as I was the first person to use that vehicle.

I truly hate my experience of driving the current vehicle in my possession but however and unfortunately I have to take care of my mom who lives is in Bristol CT. If it weren't for the issue of my Mom I hate to say that this White Nissan Rogue I have would be parked in my driveway to stay only to bring back when the repairs on my vehicle are complete. I received news from the Lynch Toyota body shop yesterday 3/24/22 that they will need my car for approximately another week due to the lack of availability of a part. So I have another week of dealing with cigarette smoke. I pray that I won't have to use another rental car because if so it will not be Enterprise! I reiterate that I DON'T want ANY money from you because I understand that I have to pay for service and that's the cost of doing business even though it's less than satisfactory to me! Thank you.

I reserved a minivan on Jan 5,2022 for the week of March 11. When I went to pick up the vehicle, the only thing available was a 12 person van that got 14 miles to the gallon or a chevy equinox. The plans were to tracvel over 2000 miles so 14 miles to the gallon was not an option. The Equinox was to small causing us to leave items behind. This is the second time in a row that this has happened with Enterprise. I will not rent from you again..

From R. G. I ordered my car 3 days prior to pick up my pickup time was 12 p.m.3/18/22 I got there at 12 and my car was not ready they said it was coming out of Cape Coral I weigh there 30 minutes when they took me out to check the car. Was not the car that I order and they told me they didn't have anything else I was force to take a minivan I didn't have other choice if they were not to have the car I order all it takes is a phone call and let me know what's going on I didn't want to spend that much money in gas for that minivan I didn't have no choice just to take it and I was already 45 minutes late for my meeting this happened in3200 lee Blvd Lehigh Acres Florida office

The following is my complaint made over one month ago relating to a hire a month before that and STILL no repsonse nor refund that was promised

De: simon hasdell

Enviado el: viernes, 18 de febrero de 2022 9:27

Para: ES Facturacion Nacional

Asunto: Feedback on Employee or Service E5C1 - MADRID

Language Preference: English (United Kingdom)

Brand: ENTERPRISE

Select a Hire Location: E5C1

Topic: Feedback on Employee or Service

First Name: simon

Last Name: hasdell

Phone Number: +[protected]

Email Address: [protected]@gmail.com

Confirmation Number or Rental Agreement Number: [protected]

Loyalty Number:

Comments: I was over charged by one day hire when I returned the car. When noticing the error, the customer service agent processed a credit of Euro 114.65. I have the screen print of that when it had been processed and was told the credit would come in14 working days. It is now over that time and I have not seen the credit on my card. Please process and confirm to [protected]@gmail.com

The only reply I had was as follows :

From: ES Facturacion Nacional

Sent: 21 February, 2022 7:40 PM

To: simon hasdell

Subject: RE: Feedback on Employee or Service E5C1 - MADRID

Good afternoon

I have processed and sent your claim to our Madrid Airport office.

As soon as I have a response from them, I will inform you about it.

Thank you very much

Kind regard

Jose Antonio Higueras Gomez

Dpto, de Facturación

Direct: + [protected]

joseantonio.[protected]@ehi.com

Enterprise Holdings

Avda. del Ensanche de Vallecas nº 37

Planta 4

Madrid España

28051

and no reply from Jose on my follow up mails.

After this rental i will never rent a car from enterprise the cars are nasty and the in side is not clean the car that we got was nasty and it smell like marijuana I went out to the store and get some air freshener but it didn’t work. I called the company to let them know what was going on and they said they would not have any cars unit around 4 so they would call me back but no one ever did so i called them back and they would never pick the phone up and when they did they hung the phone up on me.

So I return my vehicle to enterprise and the day I returned it the gentleman that helped me told me that I was gonna get my security deposit back and he will give me a even bigger discount if I gave them a good review which I told them I I'll gladly do that and then I guess he went and did it without the manager knowing and then the manager Found out and said no so now I'm not getting my security deposit back and I don't think that should be my Fault for there employee making the mistake And tell me one thing And then doing another thing

November 12, 2021, I rented a 2020 Kia Sportage from the Bloomington, California Enterprise-Rent-A-Car. Initially, I was under a WALK UP RATE PLAN due to the circumstances of my unforeseen vehicle repairs. In short, I was given a cursory contract contingent on a tentative timeframe. Unfortunately, the repair services took much longer than anticipated. Upon discovery, after a few days, I noticed my credit card was charged an exorbitant block of charges. Thus, I voiced my concern for a less costly vehicle. Enterprise made no fruitful effort to get me as a customer into any less costly rental vechicle despite my requesting more than once. Secondly, I opted for insurance coverage that was misleading because I did not realize or understand the insurance premium of $21.99 was accuring daily. Notwithstanding I was charged $2,731.50 after a 28-day rental service for a vehicle returned in better condition than I received it. I washed the exterior and cleaned the upholstery from the pet dander and cigarette damage on the back seat from the previous renter.

I rented a car in Virginia Beach at a specific location to be picked up at 5:30pm. On my way to pick up my rental at 5:11 pm the agent called me to say he didnt have a car for me at that location but he called another location and I could pick up my car there. It was rush hour and on the other side of town. I called several times to let the other location know it would be impossible for me to get there by 5:50 pm. I got no answer. I arrived at 5:34pm and the doors were locked and no one was there. I missed my trip to Northern Va and the points I used to pay for the rental are still missing from my account as if I used them. The agent should have notified me way sooner than he did. I missed a very important event and left in tears.

*****This was not a vehicle accident. It was an organized crime as the SUV was targeted & damaged in the parking lot. The alarm did not turn on in the 2.5 hours I was there. to alert security*******

******************** CUSTOMER SERVICE is POOR*****************************

5. Enterprise internal operation, transportation, customer care, and policies are not in alignment with their marketing claims.

Enterprise sent an Uber to take me to the Burbank Airport to pick up another vehicle. Due to the poor service and service coordination. I wasted 5 hours of my valuable time with Enterprise Road Assistance and Regional Manager. It was 11 PM at the Burbank Airport and Enterprise requested an Uber to take me back home. I walked from the parking structure to Denny's. The manager at Denny's showed more human kindness and helped me. I paid for a Lift service to pick me up and take me home (I have not gotten reimbursed)

As a result of this incident, I was late in turning in my online homework and I was left without transportation.

Lastly, on Tuesday, I was told that someone was on the way to pick me up. No shuttle or ride came. On Wednesday I called Enterprise to report the insurance claim which I put on hold for 20 minutes.

Mercury and AAA should not send members to Enterprise.

The worst customer service I have ever received.

At 4:36pm I called [protected] to book a one way vehicle to be picked up from Salt Lake City - I specifically said I am happy for any location in SLC where I was dropping off a recreational rental. In which I was then provided 404 S 300 W for a pick up at noon on Monday 28th. It was booked using the geico rates, and I proved my claim number.

Once I arrived I was told the clerk had made a mistake and booked a car in Boise, ID. A location that has no relevance to me. Also that there was no vehicles available in the whole city or airport. After calling 5 times and speaking to the Salt Lake area manager and Boise area manager, I was told nothing can be done. No one was willing to help me, everyone kept shifting the blame and transferring me to new representatives leading to me driving to and from the airport on two occasions as I was told I could get a rental from them to then say again they made a mistake and it’d be the next day or Wednesday.

I told every representative I was traveling with a newborn, and we were left stranded in SLC with no vehicle. I was told on many occasions I would get instant calls back, that something would be sorted, that I’d be picked up, but then no call back or help in any way - we relied on their service and everyone I spoke to at enterprise was unwilling to help/ solve the issue/ own up to the issue even. After three hours of getting no where I got a thrifty one way vehicle to Washington for $280. I will be echoing this experience to every forum/review site/friend and family.

What a complete lack of customer care.

On February 18th we rented a car from the enterprise location in Marseille, France (Saint Charles station). The car was inspected and we took photos as our own evidence of what condition the car was in when we took possession. Enzo Simonelli explained that we were not responsible for marks that could be removed with polish, and he showed us the paper that is used to determine the size of the damages renters are responsible for. We did have one issue at pickup. Our email confirmation showed that we had up to 9 drivers included with our reservation. However, Mr. Simonelli told us we were not entitled to this and we had to pay an additional fee to have the extra drivers.

We returned the car 2 days later, with a full tank of gas, at the Nice, Marseille airport location. When we arrived at approximately 1:00 PM there was no one there. We were within business hours so we found it strange that there was no one working and there was no note left to indicate when they would be retuning. We asked someone who was working in the garage where the employees were, and he said he had no idea. We were not comfortable leaving the car there without witnessing the inspection but we had no choice since there was no indication of when they would show up.

We inspected the car and saw no new damages. We took videos and photos to keep as our evidence that the car had no new damages when we dropped it off. Had we seen anything wrong with the car we would have waiting for the employee to return or we would have contact Enterprise before leaving the car.

About an hour or so later we received an email saying there was damages and that we would be held responsible for them but there was no further explanation. We called the Nice location but there was no response. We eventually managed to get in contact with the Marseille office where we picked up the car - the employee we spoke to said she would speak to the colleague who sent that email to us and would call us back.

We never received a phone call, instead we received an email with an invoice which included a 180 euro charge as well as some other charges related to fuel.

The photo that was attached to the email showed damages that were already on the car when we picked it up. We compared it with our own photos taken upon pick up on February 18th. In additional to this, when compared to the photos we took on February 20th upon drop off, we noticed that the damages in the photo sent to us seem to have been darkened to further exaggerate the “damages”. The employees either darkened the scratches to make them look worse than they originally were, or the photo was modified. (see attached our photos from February 18th, 20th and the photo received from Enterprise on Feb 20th).

As I mentioned previously, we returned the car with a full tank. We can prove this by showing you the charge on our credit card from a gas station not far from the rental location. Yet for some reason we are being charged for 3 liters of gas and a refuel charge?!

We managed to reach someone at the Nice office who told us to send an email to: Sr. [protected]@ehi.com, Sr. [protected]@ehi.com & the manager Arnaud Serra Arnaud. [protected]@ehi.com

We did this right away using my wife’s email (Cynthia. [protected]@gmail.com) and the manager Mr. Senna replied fairly quickly asking us to send the photos we took upon pick up. We did so right away and have not heard back since.

One February 21st, we emailed Enzo Simonelli at the Marseille location (again from my wife’s email) asking for his help and we never heard back.

On February 23rd we sent a follow up email to Mr. Simonelli, Mr. Senna, Sr. [protected]@ehi.com & Sr. [protected]@ehi.com. We informed them that we would be leaving France shortly and wanted to settle this before we did. We never heard back

Since February 23rd we sent countless emails to [protected]@enteprise.com and, [protected]@ehi.com. We keep receiving the same copy paste response that this must be handled by the France office and our request has been forwarded. Even after we reply saying that the France office has been ignoring our emails since February 20th, we keep getting the same response.

My wife called the [protected] customer care number on Monday February 28th. She was told that the manager would contact us by the following day - never heard back.

We then resorted to posting comments on Facebook and Instagram after which we were told a manager would contact us - no one ever contacted us.

We are absolutely appalled by what enterprise has done. They stole money from us, we feel like we have been scammed! We are utterly shocked that a company like Enterprise would allow its employees to do this to customers.

At this point we not only want to be reimbursed the 202 euros that were stolen from us, but we want a full reimbursement of what we paid. From the moment we received the email from Enterprise with the fraudulent charges, our vacation was ruined as we spent the rest of our time stressing and trying to contact Enterprise. 202 euros might be considered pocket change for a company like Enterprise but to us regular people is it a significant amount of money especially when it was stolen from you!

This is not the first time we rented a car. We have rented cars to drive across California, Saint-Martin, Morocco etc. and we have never encountered any situation like this or. We purposely rented our car from Enterprise thinking that they were a more reliable and trustworthy company than the others, but we learned that this is not at all the case!

I rented a car at South Bend airport at the end of September but began receiving notices for an unpaid rental in October. I spoke with the agent in South Bend and explained that it was a mid week rental and that I was not in town at the time. I thought it was just a clerical error, or somehow my payment for September was missed. They assured me all was well, and that they would note that I had not rented a car. I started receiving collection notices, which had a phone number that didnt answer and an invalid email address. Having spoken with customer service and being unable to speak with them, I consigned all future letters to the circular file. I subsequently have found myself on a no rent list for unpayment of a car I didnt rent. They instructed me to file a police report, which I have done. In doing so, I realized that the only way a car could leave the lot would have been by an employee using my drivers license info from the previous rental. Hopefully, this is simply a clerical mistake and not a fraudulent "phantom" rental for which I am now being penalized. I can supply police report info.

I went and picked up my rental last Monday few days after that we got a flat tire I had them come to my work an trade me another car which I only had for a week now flat tire again and they won't do anything about it. So not havi g a vehicle cuz my trucks In the shop and I have to worry about being able to go to work an I have 2 little boys. The guy at the crawfordsville branch is really rude and didn't want to help us. Do t go to enterprise they suck and I'm gonna blast it all over Facebook an this town

I had a rental Car which was returned on the second of February, my bank account

Was closed on February 10th . Bank said deposit was returned to enterprise and still haven’t received anything . Trying to figure out what’s going on bank statement shows no deposit returned. So I’m trying to get help . The amount supposed to be returned is $163.56 . Enterprise location told me there is nothing owed on there end

To whom it may concern,

On the 23rd December 2021 I collected a courtesy car from Enterprise Bedford due to another driver hitting my car.

Firstly, I wasn’t too happy with the customer service as Enterprise called me 3 separate times on different dates asking for the same information. I was also told on every occasion that someone will contact me within the week to arrange the courtesy car. This didn’t happen, until the last lady who had called me actually followed through and I was called the next day from the Bedford Branch. She also told me all the information I had provided on the other occasions wasn’t added to the system, which is probably why my time was wasted the other times.

Then, I received a call at 10:14am on the 23rd December arranging to collect the car. Considering we spoke early on in the day I was told to come at 5:30pm. I did say that I could come earlier as I didn’t want to put anyone out considering that branch closed at 6. However, the lady told me that the car needed to be sorted and cleaned for me which I understood and came at 5:30pm. Waiting for around 25 minutes I was shocked as I was told it wasn’t ready and then after a while I was told it was being cleaned. Considering they had pretty much the whole day I was a little confused. So now In December I’m sure you can understand it’s very dark outside. The car was parked on a road which at that time was busy as most places just closed and it was a few days before Christmas. It was also parked right next to the curb where there was muddy grass next to it, it being wet as it was raining me and the lady Tanisha avoided. I was then told to check the body work which I did. I was told that any damage to the car eg, scratches or dents would be accepted as long as it’s smaller than a golf ball. I wasn’t told to look around the tyres of the car. Also it being very dark outside and the car parked on a busy road I checked it as best I could.

On the 25th January, I returned the car with more fuel in the tank then asked for and it very clean as I didn’t drive it more than three journeys due. The lady checked the inside of the car the the outside and straight away went to a small cut in the tyre and said that it was damaged and that I would need to pay. My excess fee being £400 was immediately taken from my account with 0 confirmation or email explaining why. I was told by the lady, Tanisha that the car would be assessed for the damage and within 1-2 days I would get an email to say the cost of it and then the rest would be refunded. I was in complete shock and it all happened within 5 minutes. I couldn’t believe it as it was so small and it was found so instantly as if it was there prior to me collecting the car. I haven’t had any email regarding this matter. I haven’t been told the cost of the damage. I haven’t been refunded the difference. The only thing that has happened is £400 of my money has been taken. Also, as explained to many of the customer service team, I’m not working currently due to having cancer. The only time I drove this car was too the hospital which is 5 minutes away. I am stressed enough that someone decided to reverse straight into my parked car and now I’m having to deal with this as a separate issue.

I’m not happy with the way I’ve been treated. It seems like issues like this occur a lot going by the Trust Pilot reviews and now I’m extremely dissatisfied by the service with Enterprise. The fact that I was told to collect the car in pure darkness considering they had the whole day and still made me wait. The fact that Enterprise haven’t contacted me at all to solve this issue. And the fact that the lady who checked the car seemed extremely aware as to where the damage was considering it was 1cm and hard to see unless it was pointed out. In my defence the car was parked on a busy road next to a high pavement, and the cut could clearly have been hidden prior to me collecting the car. To add, there car park was empty but they decided to park the car on the road? When I dropped the car off I parked in there small car park (car park meaning the spaces in front of the office). Also, as mentioned previously due to the time of the year and my health issues the car wasn’t driven very often and remained majority of the time on my driveway.

I would appreciate a response as soon as possible and can provide images and screenshots of all of this as proof.

Kind regards,

My name is Dena Thomas and my contact info is [protected]

I rented a car from 360 W. Road location in Valley Stream NY,

the date of the rental is 12/7/2021 - 01/07/2022 approximately.

upon returning the vehicle I was told by Shauntelle that I would see a credit of 319.55 immediately, a few days went by and still no refund so I went back into the branch and Shauntelle proceeded to show me where she reversed the charges. It is now February 8th, 2020 and I have not received my deposit back and I am being charged the amount of the deposit again. Brian and Shauntel assured me I would receive my deposit, clearly they have lied. All i want is my deposit back and for the branch to stop billing me for miscellaneous charges. I also noticed on my contract there is no mention of the deposit being refunded once the car is returned. I have the invoice given to me when i dropped the car showing the amount of the refund. Please resolve this.

i can be

Called to ask what's required, since I am a debit card user.

After reservation for January 31st 2022, and I MUST stress the importantance it was for me to be at my distinction.

Told two bills in my name, driver's license and card to use.

Agent arrived to pick me up... We go over the review. My two light bills. Oh now you need to see another utility bill. I happen to have a bill among my things over thirty days old from an old address with a balance due.

So I was denied because of a balance due you saw on bill.

First and foremost, that ain't none of your business.

The balance of my bill has nothing to do with your payment of a days rental.

And for your manager to use such a ploy is dangerous.

I need a rental for the end of the month, and I'm going back.

Check yourselves.

I read in a previous review where it was taken even a step further to have the person pull up their bank account for office person to verify

The only black person.

Check yourself.

So I needed a rental, and my insurance covered it since my car was going to be fixed.

Well, when I went to enterprise they told me my insurance would cover 30$ a day up to 30 days.

Cool,

So I got the car that cost 16$ a day. I was all proud of myself for getting the cheaper car.

The guy asked me if I wanted to add insurance, that since I got the cheaper car the remainder would go to the insurance

I asked him if I would be charged out of my pocket he said no. Since I got the 16 dollar a day car I could add the insurance just in case. I said as long as it doesn’t cost me anything.

Well what a mistake that was

Cuz later I was charged aboitb300 dollars for the insurance I thought was paid for.

I would have never added it had I known they would charge my debit card

I don’t have money like that.

I cried when I saw the charges and knew it was a mistake and when I called the lady said I purchased insurance.

I told her that the guy who helped me said I wouldn’t be charged. I specifically told him as long as my insurance covers it.

He said, yes they do.

That was rent money

Now I’m totally screwed

Thanks eneterpise for Not making it clear

What’s a mess