Enterprise Rent-A-Car
reviews and complaints

Subject: Prior Rental Billing Issues 55PQ - PENSACOLA
Language Preference: English (United States)
Brand: ALAMO
Select a Rental Location: 55PQ
Topic: Prior Rental Billing Issues
First Name: Heather
Last Name: Thomas
Phone Number: [protected]
Email Address: [protected]@gmail.com
Confirmation Number or Rental Agreement Number: [protected]
Loyalty Number :
Comments: I rented a Toyota Highlander on 11/26/20 through 12/2/20. My original reservation was for 11/25/20 through 11/28/20 for $132.48 with extra day being $30.48. I called to make sure they had the vehicle available for my reservation before going, since it's an hour drive there and just a couple days before I made a reservation and when I arrived at the airport there were no vehicles for my reservation. So, I didn't want another replay of that. Now upon my arrival on 11/25/20 there was nobody even there. So, this is the second time I have drive to the airport with a car rental reservation and left without one. I then called and changed the reservation once again for the next day which is a bum deal because this means Thanksgiving is ruined with my folks. So on 11/26/20 I finally rent a Toyota Highlander and was suppose to be for the exact same rate as my first reservation seeing as it was no fault of mine the first ones didn't work. What a pain this has been. I don't know what the guy behind the counter did, but it some how came to $685.27 from $608.22 on 12/4/20 and $77.05 on 12/2/20. I talked to the guy and girl behind the counter the day I returned it and he was suppose to adjust the price and take off $77 and then have a manager call about the rest. Not only has a manager not called but it was not adjusted it was added. This seems to be a recurring problem with Alamo customer service lately, when I have always bragged about them before. I have a rather large network of clients and friends that I influence in their decision making when traveling. Alamo has always been the company I preferred over the others due to customer service. I would rather stick with Alamo then have to look else where for all traveling needs but, will not if this keeps happening. This bill need to be addressed now. I have yet to receive a call or any credits.

On March 13th I booked a reservation for my boss serval months back and everything was good until the day he went to pick up. We rented serval vans form him and his family to go on a trip. Well they called him emailed and told him everything was good to go charged his card had him waiting for hours and still had no van or vehicle for him this was the day of his trip they only provided him with a Chevy Tahoe . No apologies not anything this trip was ruined by people who didn't care that they affect other people's plans. Not ok at we received a call from someone and returned it left serval voicemails and no response. Maybe this will reach someone who cares because so far nothing has been done. If you could please reach me at [protected] my name is Jacquelyn I'm Samir Bakdounes assistant, or reach him at [protected]. Thank you

On 3/2/21 i rented a car from 2150 S State Rd7 it was a 2021 red Toyota Camry they didn't put the kind of car it was i took video's of the car before i left while the saleman was doing a walk around with me no damage and when i brought it back with no damage and i took pictures when i took the car back at they location and that salesman did a walkaround and told me i was getting my 300 deposit back but i recieve a reciept like enterprise was trying to do a fake claim in my name and i was at enterprise when they rented that same car i return to another customer and i saw her drove off in the car. I never received that type of receipt all the years i rented from Enterprise because it says bill to with my name it has the vin number on it doesn't have the last 4 numbers of my credit card. and it says i was getting zero money back and i t says remit this porton at the bottom to enterprise Leasing company i never lease a car from Enterprise only rented and the longest i ever rented was in 2017 was a week my last car i purchased was on 2/14/2014 a red 2013 Toyota Corolla from South Dade Toyota of Homestead in Homestead, fl but in got totaled from my car accident on 6/27/2020 and. i have Gap Coverage from Toyota and the lien holder is SantanderConsumer usa. anit nobody doing a fake claim in my name and when i called and ask about that fake document they was trying to explain i called the Customer care and let them know and they wanted me to do a review on Google or Facebook because they didn't like my last complaint. I told customer care i cant do any postive review i rented in the last three months and each time i had to make a negative review and then they decided to give me a different receipt showing the last 4 of my credit card and with my deposit

I was recently in a car accident and needed to rent a vehicle. I rented a car from Enterprise for 15 days starting January 17, 2021 and signed an agreement to pay $430.72 including taxes and fees. I was charged a deposit of $630 and was told that I would be refunded $530 once my insurance company approved my claim. The remaining $100 would be held until I returned the car in case there were any unexpected charges for fuel, etc. And, it would be refunded after I returned the car. First, the deposit was not returned to me as described. I had to call Enterprise to request the refund on 3 separate occasions, and each time I was assured the refund would be processed only to find a coupled of days later, that only a partial refund had been credited to my bank account. This is already an issue but not the reason fro my complaint.

I subsequently extended my rental for 2 additional weeks and 2 days, so a total of 30 days. When I dropped off the car, the girl who checked me out told me the total cost of my rental was $880. She actually showed me the total on her handheld tablet. She told me that would be covered by my insurance since my rental car benefit is $900, and that the balance of my deposit would be refunded in a couple of days. That was Monday, February 15th. On Friday, February 18th, I still had not received the balance of my deposit. I called in again and was told that my claim had been approved, my insurance would pay for the rental and I should see the balance which was $153.06 in my account in a couple of days. I waited until Wednesday, February 24th and still no money. I once again called in to find out what happened to my refund. This time I was told that the total cost of my rental was $1053.06 and that the $153.06 went to pay the difference from the $900 my insurance company paid. I asked why and was told that it was taxes and that daily rate for the car was higher than what the $30 my insurance had paid.

This didn't make any sense to me. The agreement I signed for the first 15 days was $430.72 all in. The 30 day rental should have cost $861.44. The girl I turned the car into told me the total was $880. My insurance company paid $900 and I was charged an additional $153 out of my deposit?

I called in again this morning and the manager I talked to, Anthony Martin, said that because this was an insurance rental, I was charged the negotiated rate which is higher than the rate I would have paid if I had paid for it myself. That is not only ridiculous, it is an unfair and deceptive business practice

I am the sole provider with a family of 5, a diabetic wife, no health insurance and an autistic child. When I made the reservation, I specifically selected a vehicle that would not exceed what my insurance company would pay, including taxes, etc. because I did not want to pay anything out of pocket. I simply cannot afford it.

I bet Enterprise does this to lots of people but I am not the guy who will simply go away about this. I'm sure you can tell by my writing that I am smart and articulate. I am also very determined and resourceful. I live in California where jurors are happy to levy punitive damages against big corporations who screw the little guy. Please do the right thing and give me back my money.

I rented a car on 2/11/21 to 2/12/21 location 8395 pines blvd i only had the car 10 mintues drove straight to get gas notice the tag took the car back i ask the sales lady did she emailed me my receipt she said yes made sure she had the correct email and i told her yes but never received my receipt via email they wanted the police to stop me the manger told me its updated in the system any police caught me driving that car with a expired tag all the police would have gone by that expired tag and i wouldn't had no documents to show i just rented that car because she never sent it im a loyal customer of enterprise over 20 yrs this the second incident with this company in the past two months because i also rented from them in December of 2020 i made reservation online and thats not the car i reserve. so i ask the salesman. was that includes taxes because i know the price looked wrong he said yes and said i have you a nice car. charge me for a car i didnt want them wanted to give me a car Hyundai Elantra.knowing that something was wrong with the tire so i still wind up getting the 2021 Toyota Camry that my card was charge and it didnt have but a tip of gas and the salesman had the nerve to say he know about the gas but he appreciate if i bring it back on a half a tank i had to go straight to the gas station that location is 2150 state road7 in Hollywood fl i. called the Corp office reported both incidents and that sales lady from the first incident needs to be suspended because if i was stop you best believe i would've sued enterprise so this is a PSA renters make sure you check those tags and get your reciept before you leave i know that was done on purpose that same lady was their when i return the truck and didnt even apologized. thats how i know it was done on purpose. she knew what she did and her coworker was talking to me instead of her to try and make things right said the next time i rent i could get a upgrade if i would have been stop by the police it wouldn't compare to an upgrade this is unacceptable behavior on the part of enterprise thats why that expired tag said December 2020 because i rented from them that month i felt it was a plot but it didn't work and i took pictures of both vechicles from pemproke pines and in December of that toyota of 2020

I have sent an email to Fayetteville Airport:

Sent to airport
I rented a RED vehicle with FL plates on 7-22-20 between 5pm to 5:30 pm. I was told to walk out of the airport then take a left and then right at the construction and use the key fob to find my car (no one from enterprise came with me) I eventually found the vehicle. I returned the vehicle around 6 am on 7-24-20, I was instructed to leave it where I had found it and to place my keys in the box at Enterprise rental. On 8-10-20 I received a letter in the mail stating I had damaged their vehicle, I called and told them there was no damage to that vehicle when I returned it to the parking area, they basically said I would need to make a claim and did not provide any information, then I received a phone call and again I told them there was no vehicle damage. So then I receive an email with a bill and pictures of damage to a BLUE vehicle. I emailed them back and yes I was upset because I did not rent a blue vehicle, I rented a red car with FL plates. So I'm am making a formal complaint for fraudulent business practices at your airport. I will provide affidavits from professional individuals that I was with on 7-23-20 and then will state I was driving a red rental car. I will also make a formal complaint with the Better Business Bureau and anyone else that regulates this type of business in North Carolina.
Best Regards
Kathryn D Aspinwall

I also filed a complaint at the Better Business Bureau:

COMPLAINT ACTIVITY REPORT Case # [protected] BBB of Central & Northwest North Carolina

Consumer Info: Aspinwall, Kathryn Business Info: Enterprise Rent A Car
120 Green Lane 400 Airport Rd
Interlachen, FL 32148 Fayetteville, NC [protected]
[protected]-1878 [protected]
[protected]@gmail.com

Location Involved: (Same as above)

Consumer's Original Complaint :
Fraudulent business practices
I rented a RED vehicle with FL plates on 7-22-20 between 5pm to 5:30 pm. I was told to walk out of the airport then take a left and then right at the construction and use the key fob to find my car (no one from enterprise came with me) I eventually found the vehicle. I returned the vehicle around 6 am on 7-24-20, I was instructed to leave it where I had found it and to place my keys in the box at Enterprise rental. On 8-10-20 I received a letter in the mail stating I had damaged their vehicle, I called and told them there was no damage to that vehicle when I returned it to the parking area, they basically said I would need to make a claim and did not provide any information, then I received a phone call and again I told them there was no vehicle damage. So then I receive an email with a bill and pictures of damage to a BLUE vehicle. I emailed them back and yes I was upset because I did not rent a blue vehicle, I rented a red car with FL plates. So I'm am making a formal complaint for fraudulent business practices at your airport. I will provide affidavits from professional individuals that I was with on 7-23-20 and then will state I was driving a red rental car. I will also make a formal complaint with the Better Business Bureau and anyone else that regulates this type of business in North Carolina.

Consumer's Desired Resolution:
They need to make this right, someone has done something fraudulent on the paper work on the car I rented. They need to find the person that actually rented that car and contact them. The miles driven was incorrect on my web receipts, everything seems to be off.

BBB Processing

08/25/2020 web BBB Complaint Received by BBB

I have spoke with multiple people at Enterprise to no avail. I also received a letter/affidavit from the company I work for stating what type of car I drove and also how many miles (the mileage on the Enterprise website does not match my trip)
Attached is a photo copy of the letter, this letter had to be scanned and emailed for signatures therefor degrading the quality.

No person at the rental place went out with me to inspect the vehicle and just kept apologizing that it was taking so long for the person to bring the keys, and if enterprise would have asked to view security video like I asked them too they would see that what I am saying is the truth, they would be able to see me standing and waiting and then I left by myself and asked them where was the vehicle and the person gave me directions and said to just use the key fob and I would find the vehicle, and I also had to catch an early flight so they told me to just put the keys in the box and leave the vehicle in the parking area where I had found it. There was zero damage to the vehicle I was driving. There is something very wrong going on here. I have car insurance and the credit card I used would have covered the damage, I had already spoke with my insurance and the credit card company to explain what was going on and and at this time I had not received anything from enterprise except a letter (no pictures, no estimate, nothing. So I did call them and spoke to several people, and they kept passing me on to the next person. After multiple phone calls, nothing until they finally sent pictures of the vehicle and that's when I was for sure that something underhanded was going on here. Since the pictures were of a blue car and I was driving a red car.

Thank you
Kathryn D Aspinwall
120 Green Lane
Interlachen, FL 32148
[protected]@gmail.com

I had to rent the car twice it's an Allstate claim I had the car for almost a month enterprise told me to come redo my contract because the car I'm in will need to be serviced. I pulled up down there this lady checked me in the raised my rate charges another deposit and put me in the same car didn't service it clean it or anything now I have $458 still in hold and won't release it

Enterprise in Baltimore MD rented me a vehicle that had all four vehicle tires bald which caused an accident and permanent injuries to me, and daughter. We have filed a lawsuit and issued 2 Press Releases about the incident that Enterprise agents never inspect car tires before renting the vehicle as required. I am still in pain. Problems walking, wear beck and back brace for support. Enterprise attorneys are working on settlement of my claims for negligence and personal injuries.

On December 17, 2020 I had to take out a rental car after something happened to my car while it was at the dealer for service. I went through the walk around with the associate who I noted more than a few damages to. There was one rather large scratch on the passenger side of the car near the rear. I pointed it out to the associate who said "oh, wow, yeah, " and took a picture of it.

There were 5 scratches notes on my rental agreement (21RYSQ).

The associate told me to take the car back to the dealer and they would pick it up from there as this was a practice they utilized often. The next day I received a call that my car was ready earlier than intended.

In total there were 9 miles put on the rental vehicle as I took it from Enterprise to my apartment, back to the dealer, and Enterprise picked it up from the dealer. I did not drive this vehicle outside of those times.

On December 22, 2020, I received an email at 1:40 AM stating that I was responsible for damages on the car. When I called the Enterprise branch I was met with a lot of resistance. I was told that there was "damage" but the associate would not say what. When I asked for pictures, they told me they could not send it to me, but they sent it to my insurance company. When I asked to see the car, they said they had already sent it for repairs.

They stated that they had attempted to contact me, which was false as I had no record of missed phone calls or voicemails, no outstanding text messages, and no emails in either my inbox or junk folder. After speaking with my insurance company, they had no record of the photos.

I went to the dealer, who had initiated the rental car to see if they had observed any new damages when I dropped the vehicle off. I also explained to them the situation. They were able to get the photo from Enterprise so that I could see the damage. The damage in the photo was the large scratch I had noted.

There were also notes in that area on the rental agreement.

I called the Damage Recovery Unit, and after being on hold for over 10 minutes, spoke with a team member who then transferred me to the Customer Care department. I spoke with Shyleine (I apologize for mis-spelling her name). I explained the situation and that this was a damage on my rental agreement.

She looked at the rental agreement and photos and stated that I was correct. She shared that the damage was noted on a different place when it was checked out versus when it was checked in. On the check in portion it was noted on the passenger side quarter panel, but on check in it was noted somewhere else, but the damage was noted. She said she would close the claim and send me a confirmation email.

After our conversation I emailed the address I had to confirm our conversation and request the confirmation email.

After not receiving the email by 12/23/2020 I attempted to call again. I was once again on hold for 10 minutes. When I spoke to a person, they transferred me but then the call dropped. I sent another email requesting assistance, but have yet to receive a response.

This is extremely unprofessional behavior from a somewhat reputable company. Between the treatment I received by the branch office, being accused of lying, and then being ignored when I attempted to resolve the situation, I have a very poor impression of this company overall.

Reading what others have written about Enterprise and their history of using the Damage Recovery Unit for incorrect damages, it appears as though this company is not as honest as they may claim to be in their processes.

I have an insurance claim out in my insurance company who rented me a car to Enterprise Rent-A-Car when I got up there soon rent the car I had signed everything and because of my card didn't have a chip in it it wouldn't take the card to set the deposit I spoke to them and told them that it wasn't a prepaid card that it was actually bank account and I was waiting for the chip card to come in the mail they said didn't matter I didn't have it and they couldn't do anything about it they left me out in the cold and then left the business after the hour and you know choice to walk home I called and complained on the way home and still haven't heard back from anybody called yesterday again and never heard back from anybody and I need something done about this quickly this is very unacceptable

I was placed on a hold/do not rent list for a claim that I have already mostly paid off, I have the confirmation number for past payments on the claim and have also had an email correspondence with the claims department. I was also charged $626.29 for a rental I was making weekly payments for, I was told it was to close the account but when I had further questions was told to call customer service.

I had the same issue, I rented a car and returned as it was received without any issue. The Enterprise agent refused to do the inspection in my presence and told that everything is ok and I'm good to go. The day after they overcharged me $500. They said they found the car damaged. I called the branch, they said that it's normal that they don't do the inspection in my presence then, when I asked for investigation they reported that I didn't want to wait for the inspection. it has been few days now, trying to follow up and make a complaint. It seems that I'm wasting my time. I think, I will move to the next step and talk to a lawyer and send them a formal notice.
This is really unfair. this is my email: oussama. [protected]@hotmail.com

My car was hit by a driver renting one of your vehicles on Thursday evening the 11-12-2020. I got his information and he apologized stating that he bought the extra insurance He gave me all of the rental info as well as his license number. I have called, emailed and gone in person to get help repairing my car. To date no one has replied to me. I will be contacting the Better Business Bureau. I am attaching documentation. My name is Terri Davids, [protected]@yahoo.com [protected]. The accident happened on Main St & Massachusetts in Lemon Grove CA 91945