Enterprise Rent-A-Car

Just to start off by saying I typically never leave reviews about businesses because I believe that most issues can be fixed over the phone or majority of the time or they are not worth reporting. This situation is 100% different. I've rented from enterprise about 3 times including this scenario. Let me begin with my Situation.

I was in a car accident on the 25th of September that left my car totaled. The insurance company payed for my rental through enterprise from the 28th to the 15th. On the 15th of October I received a call stating that I needed to come into the Avondale enterprise location to fill out paperwork if I wanted to keep using the ENTERPRISE rental car through enterprise using the insurances rate. I agreed to coming in to an enterprise location but asked if it could be at the sky harbor location since they have a better car selection. Hince the car they gave me at first ran sluggish and had 2 cracks on the windshield when I drove off which I had to call back 5 minutes after renting the vehicle to report. The lady I spoke with said it was ok if I went to the phx sky harbor location and do that just make sure I tell them it's for a insurance claim so I can get the same rate. I went to the sky harbor location after work to swap cars and fill out the paperwork. I had intentions on paying the additional amount to rent the car through the 28th which was the limit.

The representative there tried to run my credit card which declined. I then pulled out my debit card to make the payment and the representative stopped me. He said it was ok as long as on the 28th when I dropped off the car I swapped the form of payment as well so they could collect the payment. I asked if the representative was sure. He said yes. He completes the paperwork and has me sign the documents. I leave with the rental car. I leave to California to visit my family.

The weekend expires and Monday comes and I didn't receive any calls it was peaceful. On Tuesday I receive a call from enterprise Avondale location stating I was past due. Keep in mind that I am at another site location representing my job since I'm in IT so I am at work. Shocked that I'm receiving a call like this I start to plead my case to the lady representative on the phone with me. All the lady representative said was that the phx sky harbor representative was wrong with the information they provided me and I need to pay. The lady then went on to say they've been trying to debit my credit card for the amount. Wow. What?... Now they need another form of payment because it was declining the transaction. Noticing that both of our tones started to change and I was at work I then told the lady representative I would have to call back because I was at work. She continued to state she needs to collect a payment. After about 2 times of her saying this I became frustrated and disconnected the call. I then receive a threatening voicemail from the representative saying she was going to escalate this to risk management. Which she before stated in the phone call that risk management can report the car stolen.

I instantly call back and receive a gentleman on the phone. I explained to the gentleman what happened at the airport and that I was given wrong expectations. Obviously it was true because I was able to drive off a top security airport with a Enterprise Rental. He said yeah something is very strange about that and validated my point.

He then went on to read the notes the previous lady representative left about me. She said that I refused to pay and has no intention on paying for the rental. Not once did I say any of that on the phone call with her.

I got off of work around 7pm and got home at 8 pm. Next day I contact their Risk management department. They stated that they don't see anything on the account and I don't look to be pulling up any red flags with them. They recommended that I contact the area manager. I said ok.

Next day I receive a voicemail from Clark cilintano stating that I need to return the car because not paying for something an using it isn't right. They said that's not a good way to run a business. I thought the voicemail was pretty rude since I didn't do anything wrong and it wasn't like I was running from them. We obviously had multiple conversations about the situation.

When I contacted Clark the area manager for the Avondale location he stated I was given wrong information. I then told Clark I do not have a problem with paying the amount. My problem was that the company tried to debit my credit card multiple times without my knowledge. Then they stated that I couldn't use that credit card any longer and I had to change my form of payment. Which wasn't true because they tried to debit my card 3 times since Tuesday. I could have easily out the money onto my credit card if they would have gave me the option or informed me that it try's every 24 hours. Instead they were so focused on collecting a payment now that they didn't hear the solution I was giving them.

I then asked Clark Castillo to allow me to speak with someone else higher than him in regard to the matter. His response was that it wasn't going to go no higher than him and I could not speak with anyone else.

Clark Castillo then sent me a text message stating
"Geaunte Fisher

This text is to advise you that your rental of our 2019 Gray Dodge Charger is now escalated due to an overdue return, outstanding balance, and failure to comply with branch deposit requirements.

At this time we are demanding immediate return of our rental property. If you are unable to return, please provide the location of the vehicle, and we will send a team to repossess it.

If you have any questions, please contact me directly at xxx-xxx-xxxx

Clark Castillo
Area Manager
Enterprise Holdings
"

I then called in to the call center and they reported it to management. I then received this text message from Clark Castillo.

"Mr. Fisher, I just got your corporate complaint. It goes straight to me. As I said, I am the last word on this. "

He then stated that I could speak with their risk management team. I then asked when will they be contacting me. He then said "I have asked her to reach out to you as soon as possible".

I waited by my phone for 4 hours for someone to call me answering anything that rung on my phone. I received no calls.

I then receive a call from my mother stating that a tow truck had the rental on their flatbed and was driving off. I received no call that they were going to tow the car with my personal belongings inside the car. I had my gun in the car.

To make things worse I call the tow company to get my belongings and they said it never reached the tow yard. It went straight to phx sky harbor.

I am totally upset and ready to break down because none of this was my fault and if the representatives would have took the time to investigate the situation and do the right thing this would have never happened.

Since my car is totaled I have no car. All over setting wrong expectations and not listening to the customer. Horrible service. Then they say a manger is going to contact you. When I ask how long will this take they say 1 to 5 business days. Horrible service.

Insurance company rented a vehicle on 10/24/23 from enterprise for me because my car totaled due to car crash. I returned the vehicle on 11/15/2023 and I let the store workers know that there is a small dent on front bumper (3 inches) that made by my roommate while the rented vehicle was parked. Store workers told me “just pay $500 and you can leave”. So I paid 500 bucks and I left the store.

Almost two months later from return date, I received email from DRU and they force me to pay $1900 for 3 inch dent. So I filed a claim to my insurance company and let them handle the situation.

But, on 2/26/2024 I received another email that force me to pay additional $1000 within 10 days.

This whole situation is [censored]ing stressed and my mental health is getting worse for this claim.

Also I tried several times to contact the customer service (assigned assist) but they never respond to my email or phone call. This is just frustrating so much.

Never use enterprise guys

Mark Read who is somehow the Director of Sales - UK and Ireland for Enterprise Rent-A-Car now known as Enterprise Mobility is a know advanced fee car hire scammer / degenerate gambler who is wanted by the Police. Please do not engage in any business activities with this sophisticated conman as he moves under the cloak of many identities / companies and his eyes are on your money. If Mark Read contacts you, please be very cautious and notify the Police straight away.

If you feel that you have had a similar experience, please join us in reporting Mr Mark Read to Action Fraud on the following link: https://www.actionfraud.police.uk

Note: The content provided in this review is based on personal experience and available information. It is important to conduct independent research and verify facts before making any judgments or decisions.

Yes the day of last November 18, 2023 a store representative by the name of Chantellus Adams who goes by the Chance walked in and reported the rental car that I had stolen and I have had this car for about 6 months before then. I have spent tons of money paying for the 2023 Ford Edge. They sent paperwork to an address I didn’t live at, forged my signature, made it look like o stole the car when they knew where I was at the whole time. I was also threatened by mr Calvory French. I got for no reason even after customer service told me I was in good standing.

My name is Daryl Lay, and I rented a car for 24 hours with Enterprise on 24th Nov 2023.

I was charged for 7 days after returning the car on 24th Nov 2023 and my security deposit was not returned.

The rental vehicle was sent to me at Hilton LAX and I was told by the lady who drove it here that I could return the car to the hotel (park it at the hotel carpark) and someone would pick it up.

Please refer to the attachments that I have attached.

Please help me get my money back as I have been wrongfully charged. I have been trying to email Enterprise Customer Service but nothing has been done over the past 2 months.

Rental 12/14/23. Tyler TX 3221 SSW Loop 323. Client: Charles Nichols. Canceled 12/15/23 due to medical emergency. (Hospital records available) Enterprise notified by phone to come and pick up rental locally. They never picked it up, and was charged almost $1500 for 2 weeks of non use. They denied I called to have it picked up (no record). But I do have record of phone call to then on 12/15. Three followup calls made with assurances this would be resolved. Area Manager today (Jan 24) said he will not refund any of that money.

Hi

I’ve been issued this email from an email address presenting themselves are yourselves. It asks for money but presents no information.

Is this genuine, and if so how do I get more info.

Thanks

From no-reply_collections_erac@enterprise.ch

“We would kindly request that you submit the payment for the balance due using the secure pay-by-link option, by clicking on the link below. Please note that the link expires after 10 days.

https://sec.windcave.com/pxmi3/FD54CDCB3B463D78FFA142C17E7CED8D72591CCF9CA2B76D24B8486D6CD8A19875961ABD4BF556633790746F599778333

ZRHT72-111137

Please note that this is the last reminder/request and in case of late payment, reminder fees may apply, and the receivables will be handed over to a recovery service provider.“

she called me today and said my reservation for 18th of Dec, cannot be done, they don't have the suv. I said I would take any car and she said it depends on what is turned in. I was not happy so I called [protected] and talked to Alan and told him my problem, he said he could put me in a full size sedan on that day and logged it in, I suppose. I thanked him and called her back and she said the same thing after I told her what Alan said, I am still not a happy camper. I have rented from this site before and had no problems, she needs more OJT or something.

We got a car from this location that smelt like smoke, so bad it would take your breath away. I made them and corporate aware of the situation and they told us that they can't help it that people smoke in the cars. Well, we don't smoke and we don't and shouldn't been given a car that smells like weed horribly. We had to clean their car ourselves and put air fresheners in it something that we shouldn't have to do. I would NEVER recommend renting a car from an enterprise, apparently, they don't care about their customers and their customer service is horrible along with their excuses.

I had been using Enterprise for the last 4 to 6 weeks. Enterprise charge my account 200.00. I was understanding that the insurance was paying until they said we maxed out. I took insurance out for the first week. I didnot authorized to continue with the insurance with out my permission. They told me I owe them 257.00 because they continued the insurance without my authorization. This should not be happening. Especially without the customer aware of it. This is poor customer service. I don't have enought in my account to cover the cost. I was unaware of a charges that I did not put in for.

Then enterprise location 1601 Eastern Avenue

Tera Richburg [protected]

After a terrible car accident totaled my car, I was authorized by Nationwide to spend up to $900 on a rental car through Enterprise. Despite returning the car on June 17, I have been charged $1761.74, which needs to be refunded to me.

On June 1, I rented a Chrysler minivan from the Virginia Beach store, RA#6M8MLJ with an estimated return date on June 8 on the Rental Agreement summary. On June 17 at 10:25 am, I called the Virginia Beach store and asked if I could have the fee waived because I needed to turn in my car at a different Enterprise. I explained that I bought a car at Auto Nation, which was close to the Dulles Enterprise location. I was thankful that the employee to whom I spoke stated Enterprise would waive the fee. If the employee did his job, there should be a record in the system that the fee should be waived and that I was turning in the rental minivan that day. After an exhausting day – 5 hours driving to Dulles Auto Nation and 4 hours waiting with my daughter to finalize my purchase, I asked David Satish at Auto Nation to ride with me to return the car to Dulles Enterprise. The finance manager at Auto Nation heard my request and let me know that Enterprise would pick up rentals at Auto Nation and in fact did so often. At 5:24 and 5:25, I called Enterprise. At 5:25, I and talked to an employee who verified that they did indeed pick up from Auto Nation. Relieved to be able to finally leave for the 4-hour drive home and get my daughter something to eat, I gave my full name, the type of car, and let him know that I would leave the keys at the front desk. I called back to Enterprise at 5:27 to confirm that there was nothing else for me to do. At that point, I had a reasonable expectation that Enterprise would pick-up the car as the Enterprise employee promised your company would. Given that Enterprise states that calls are recorded, there should be a record of these calls in your system.

I left Auto Nation to drive back another 4 hours to Virginia Beach thinking everything was settled, and the car would be picked up. I did not expect a confirmation from Enterprise because the first $900 of the charges were being paid by Nationwide Insurance. Based on the daily rate plus tax, that should have been about $794. Therefore, the confirmation should have gone to Nationwide.

On July 20, I checked my credit card, and I was shocked that there were $871.95 in total charges from Enterprise. I called the Virginia Beach store at 1:06 pm but the call was put on hold. I then drove to the Enterprise store in person and got there at about 1:15 pm. I asked for the store manager because I needed to find out why my credit card was being charged and was told Devin was not there. The employee to whom I spoke let me know the car was not picked up and asked which number I called for the pick-up. I searched and showed him my cell phone records, then called to verify it was the Dulles location. I called Auto Nation at 1:25 pm and was told that to their surprise the van I rented was still there. I was told that Auto Nation would make sure the van keys were there when Enterprise came the next day so my rental would be picked up. The employee said he would put in the notes and recommended that I work with Dulles. After waiting on hold, I left the store and drove home.

I then called multiple Enterprise customer service numbers as I was told that I needed to call different number by Enterprise employees to get help at 1:34, 1:37, 1:42 and 1:48, and 1:56. At 3:22 pm, I called Dulles again and was routed to customer service until I spoke with a wonderful gentleman who removed the charges after I explained the situation. The calls combined lasted 42 minutes. I verified a few days later that the charges of were removed from my American Express.

As a customer, here is what I would have expected from Enterprise:

1. The Virginia Beach store would log that I was returning the car to Dulles on June 17. If Enterprise did not see the car being returned in their system, someone would contact me.

2. The Virginia Beach store would call or email or text on June 20 to let me know that my $900 with Nationwide was up and my card would now be charged. If this had happened, the overage would have been $106 rather than $1761.74.

3. The Dulles Enterprise would have logged in the pick-up and picked up the car, and the recording can be verified. I recommend speaking with the employee working at 5:25 on June 17 about being sure to log everything into your system.

4. Since 1-3 failed to occur, I assumed Enterprise would pick up the rental from Auto Nation on July 20 in advance of the charges being removed from my credit card.

5. The removal of my credit card from Enterprise’s system on July 20 to close out the rental.

I assumed this was the end of it. I did not find out until September that Enterprise did not pick up the car until July 27 (accounting for ~$320 of the charges). In September, I was charged $1761.74. This was shocking for many reasons:

⦁ The amount of the charges only totaled $871.95. Where did the other $900 in charges come from?

⦁ My account should have been closed out on July 20. Why did Enterprise have my credit card on file two months later?

⦁ The fact that I was charged again after spending so much time on July 20 dealing with the situation

⦁ I found out was not picked up for another week, after I spent hours again on July 20 dealing with the situation.

I called when I saw the charge on October 4 at 3:50 pm, and I spoke with Devin who told me that someone needed to pay for all the time from June 1-July 27. He said he needed to investigate the situation and would talk with Auto Nation. I provided him with the name of my Sales Associate at Auto Nation, David Lea. The call lasted 17 minutes. I then talked with David Lea at Auto Nation on October 4 at 6:15 pm who said he would be happy to talk to Devin and did not understand why Enterprise did not pick up the van. He reiterated that Enterprise picks up rentals from Auto Nation often.

I called again mid-month and was told Devin would return my call. He did not. I called again on October 29 at 9:25 am, and the new Assistant Branch Manager to whom I spoke said he would text Devin and have him get back to me. I did not receive a call back.

I called again on November 1 and Devin finally returned my call to tell me that I “cannot just drop off the car at some random dealership” and that Enterprise would not refund my money. I did not drop off the car at a random dealership. I spoke with an Enterprise employee twice on June 17 for which I had a reasonable expectation that the employee representing Enterprise would follow-through and pick up the car. The charge on my credit card remains. Not only should I receive $1761.74 back, but Nationwide is also due $106.

As a customer, I made multiple calls in good faith to first let the Virginia Beach store know I was returning the car at Dulles and second to the Dulles store to arrange for a pick-up of the van at Auto Nation. The record of my calls is below. It is unfortunate that the employee at Dulles did not do his job to put in to pick up the car at Auto Nation on June 17 when I talked to him twice, and he confirmed the pick-up with me. However, I did what any customer would do by calling for a pick-up and assuming that the pick-up would occur. What happened to me throws doubt at Enterprise’s entire business model and the reason people use Enterprise – for the convenience of the rentals being picked up and brought to the customer.

As a customer, I would also appreciate some training on customer service for your Virginia Beach store manager, Devin, who only seldom returned my calls and did not keep in touch at all during this process.

I tried to work on this issue locally to no avail. I tried to dispute through Amex, but Amex only looked at the written agreement. I now understand that because of the Dodd-Frank Act, Enterprise has to keep all voice recordings for a period of 5 years, so you should be able to access the recordings at the aforementioned dates and times to verify my account. Due to the law of accord and satisfaction and with these recordings in your possession, I am due a full refund.

Please promptly return the $1761.74 to me, and $106 to Nationwide. I was assured by Devin that my credit card is no longer on file, so please send the check to my address at 2215 Oak Street, Virginia Beach, VA 23451.