Enterprise Rent-A-Car
Reviews and Complaints

My car warranty rented me a car while mine is in the shop. I started off with a minivan and had to take it back a little over a week later because it had a low tire and needed an oil change. The worker there gave me the keys to another car told me she knew about the dents didn't have me sign anything and sent me off. When I dropped the car off they are now claiming that it got hailed on while I had it and want me to pay $1400 in damages. Those dents were there when I picked it up and it has not hailed in my area in the time that I had the car. They won't give me any updated information, the workers are horribly rude, and absolutely no one within the company will actually get back to me on the problems. The only documents I have is the original RA and the bill of the hail damage, but no dates of when it was supposed to have hailed in Plainview, TX. When we asked for information over the other car they only gave us an information number and customer service can't even give me an updated RA over this car. I'm sick of them running me around and ignoring me, hoping that I'll get scared and pay for damage that DID NOT happen while I drove the car.

This is the [censored]tiest company that I have ever rented a car from. The deposit was never returned, but they charged the tolls immediately (so mainly they rip you off whenever possible, but they never return the money). When talking to customer representatives, they always send you to your financial institution, who can't do anything because you handled your own card, so it's your fault. I will never ever your with these guys again and never recommend it to anyone.

I never had a problem renting a vehicle before until today. I went to the Fredonia, NY location for the first time and Sam had all my information filled out then asked about a person I knew. He then refused to rent to my kind due to their outstanding balance. I was not on the contract, not a driver, have nothing to do with any of the persons contract or outstanding balance whatsoever and offered to help.
He then said there was nothing he could do and I got it confirmed at the usual rental place I go to for enterprise that Sam placed my license number under an outstanding balance so that I cannot rent from enterprise.
How is this even legal? This was not my contract nor do I owe any balance! My identity and confidential information was submitted into an account I have nothing to do with and knowing I had a family emergency and my car not running right, he decided to go out of his way for a grudge for me knowing a person he does not like and claims owes him a couple thousand dollars which I learned after it was $767, which is also another breech of their confidentiality and not my business to know their outstanding balance or issues.
Thanks a lot and I hope this gets handled accordingly because I feel violated when I did nothing wrong.
I do plan on speaking to a lawyer about this also. My information does not belong places it shouldn't be. Where else and what else has he done with my information? I should not have to worry about this! That's some great business personnel to have!

Hi,
My name is Janice Parrish. I rented a car in one city and returned it in another city.
That other city, Atlanta Ga. Atlanta did not check me out the other city did. Atlanta did not inform me of any damage I was not billed for this. Please sir If I would have damaged your vehicle I will pay. You should call the Enterprise in Riverdale(Atlanta). They did not even check me out and the other office(Savannah) said that if they would have saw damage I should have been informed by Atlanta the next day. NO ONE CALLED ME! When I called the Savannah office they said Atlanta had me charged for extra cleaning at first which 75.00 which I did not understand. Savannah contacted me a couple days later and said they (Atlanta) office said they think they found damage but they did not know where. When I did call Atlanta office they could not tell me anything about it and the supervisor refused to come to the phone.
Savannah office checked me out and I was charged for renting the car. They (Savannah) office said their home office is not in Kansas so this maybe fraud. I have pictures of a car unharmed. I thank you for your time and hope this matter is cleared soon.

This is in relations to Enterprise location 2033 Margaret Wallace Rd, Matthews, NC. My car was damaged and my rental is covered under my insurance. On 8/22, I was supposed to receive a full size car (comparable to what my car is)...they didn't have one at the time of pick up and called another location that brought a full size car to the Enterprise location I was at. I was given what is supposed to be a 2017 Nissan Altima! THERE IS NO WAY THIS IS A 2017 ALTIMA...it looks like a 2012 ALTIMA! This car has 40, 000 miles on it, it was not cleaned out, potato chips all under the seats in the back, white chalk like writing on the windows of the car, scratches on various places on the car, and it drives rough as hell, and there is a front piece underneath the car that is coming off! ENTERPRISE DID NOT BOTHER TO CLEAN THE CAR BEFORE THEY GAVE IT TO ME...AND YES, YOU DAM WELL BETTER KNOW I TOOK VIDEO THE SAME DAY I GOT THE CAR! Why would you even have a car like this in service as a rental? My insurance is paying $30 a day for a beat up, used to death car? Really? Yes, I called the same day and complained to the rental office as well as the customer service department. This is a disgrace. I will never use Enterprise Rental again...and will let my insurance company know the same!

I have rented from enterprise many times and never had an issue until this past weekend. The manager at the bluegrass airport in ky is rude, and very dismissive. And when l spoke with the escalation dept about being charged $90 for a class change that we didn't do, the agents reason was because they pulled the wrong reservation. I provided the confirmation number of the correct one and was told that it was because I double booked that day and the other reservation was pulled 1st in their system. I did reserve 2 vehicles, a van and a SUV, but only ended up needing the van. So I asked if it could be adjusted since you can see I had 2 reservations and didn't change any class. She said no, because the reservation for the SUV was pulled first. Which is ridiculous. Then I asked to speak to someone else. She claimed there was no one else to talk to. I asked if she had a manager. She said again there was no one else to talk to. I then asked to speak to the regional manager (WHO I HAD TALKED TO 2 DAYS PRIOR)... she claimed she could only send an email. Then she claimed the daily rate was based on what was listed for that vehicle the day we picked it up..$149... but online it was $90...and on my receipt it was $135(which was later adjusted to the online rate of $90). Now waiting on a call back.

COPY OF LETTER TO ENETRPRISE:
Good afternoon Chad,
I'm sending this email as a follow up to my previous vmail message this morning. First I want to say that this vehicle should have been pulled from your rental fleet and not rented out. My daughter and I were lucky that we did not get hurt because of negligence and your policy to rent any and everything without a thorough inspection, all for the bottom line. This is my third attempt in trying to resolve this amicably and I'm not sure why I received this latest letter, since I have pictures, eye witnesses, official report all showing it was not an accident but instead was mechanical failure? I even have a letter from my insurance company (Liberty Mutual) stating that your assessment was insufficient evidence to file a claim against me and an apology for recommending Enterprise.

So where do we go from here! Well if you still insist on filling a claim, then I will need more than just hear-say from your mechanic.
I'll need time stamped records of the car prior to when I drove it off your lot and time stamped records of all the rentals for that car prior to my claim and their sequential records of inspections.

I want to reiterate that this was a mechanical breakdown and not and accident and I should not be held responsible for the damage. I really don't want to pursue this any further, but if I am forced, then I will have no other option but to escalate this up to 600 Corporate Park Drive attention David K. Nestor david.[protected]@ehi.com, Christine Taylor-Broughton Christine.b.[protected]@erac.com and Pamela M. Nicholson pamela.m.[protected]@ehi.com . Along with a possible countersuit on charges of negligence.

I rented a van from enterprise they said no smoking in the van we did not smoke in the van but we were charged a security deposit $250 because our clothes smell like smoke bad business they never said that we can't smell like smoke and they said no smoking in the vanAnd I took my key is on this vacation and there's no way I smoke in the car with my children so I was very upset that they just took my money that he paid for it I feel is a rip off a scamSomewhere really need to look more into this because this is not fair if you follow the procedures of your contract there should be no penalties

I rented a vehicle for a trip from Ohio to South Carolina passing through West Virginia, Virginia, North Carolina and South Carolina. I received a toll violation letter with the $15.00 + 3.00 fee for toll a violation in New Jersey...REALLY!..Are you kidding me? What kind of Podunk okie doke operation are you running enterprise ? I spent over 400 bucks for the rental and wouldn't have any problem paying a 15.00 dollar fee if I ran a toll booth ..but they didn't even get the right stinking state and I paid cash in West Virginia and Virginia, plus I have over 100 witnesses I was at a wedding and reception on the date and time in of the violation in South Carolina with my vehicle. I had a pleasant experience up to the point where they sent me this ridiculous fee and now I feel I am the one being violated . It should have been resolved with one call but its not., but I do know what is resolved is I will never go back to enterprise again. Was it worth it for the $18.00 bucks enterprise?

Spending time with my brothers in Canada during our annual fishing trip is a special time, but requires extensive planning. Experience dictates that a Premium SUV is the only class of vehicle to meet both cargo capacity and ground clearance requirements. This year I reserved a Premium SUV from Enterprise at its Grove City, PA branch months in advance. On July 19, 2018, I arrived at the designated time to hear the branch manager, Mr. Thomas Murphy, explain that no Premium SUVs are available. Only a Ford Explorer and Dodge Caravan were available. Cargo space is critical so we went with the Dodge Van. Unfortunately, the 5.8" ground clearance for the Van is far less than the 7.9" ground clearance for a Chevy Suburban. The 13 hour drive in the Dodge Van was also more demanding on the body than a plush Chevy Suburban. I understand that I reserved a class of vehicle and that a Chevy Suburban is only an example with the Premium SUV class. But, I did expect to have something available within the vehicle class.

Mr. Thomas Murphy was accommodating and did provide a discount on the Dodge Caravan. He also explained that he had 2ea Chevy Suburban's on site a couple of weeks ago but loaned them to other dealerships. Evidently there was a high demand for these vehicles during the month of July. As such, I was left in dismay over the situation.

Confirmation#[protected]

Desired Resolution is providing customers with the class of vehicle they reserve and 50% off my next reservation with Enterprise.

Steve Medve

[protected]@hotmail.com

My daughter had a rental car provided to her by her insurance after an accident. When she and her father went to get the car. She was told she had to make a $200.00 deposit because she was under 21. She was told by the staff at the Delaware Ave Buffalo NY location this would be refunded to her when she returned the car. At no time was she told that she was responsible for a young driver fee. The day before she is supposed to drop off the car the staff from this location calls her to tell her that she owes them $252.00, when she asked why she was told that because she is a young driver she had to pay an additional fee. AT no time during the pickup of the vehicle was it mentioned that she would be responsible for any money, she was told her insurance was taking care of the cost. Yesterday 8/7/18 when she dropped off the vehicle they took $300.00 from her bank card. She complained, then I called and complained we were told she would be refunded the whole amount. This morning they call her to tell her that they are keeping the money. They are deceptive and have very shady business practices. I have called their corporate office and filed a complaint at this point and still have received no call back from them. This company is an embarrassment of what a company should be. It is disgusting that they take advantage of a person, they have been paid by the insurance and are so greedy they double bill and take unauthorized funds from a person's account.

I made reservations for a car. They told me over the phone it's would be ready at 2 o'clock, at 4 o'clock they told me that because my credit card was from an out of state bank that they could not process at this time. I asked to pay for it in cash, I offered a chase card to fix this problem. The man looked at me each time and said sorry not going to be able to help you at this time. This entire time multiple people had been there waiting for over an hour some of them two. Now here I am stuck in Atlanta downtown. Hope no-one has to experience vacation with enterprise.

Dear Sir/Madam:
First thank you for your valuable time in reading this letter, I consistently rent cars from Enterprise as I frequently travel with my company around 348 days per year. There is a location in Covington TN that is close to my home which I frequently rent from for the convenience. Several rentals from this location have produced cars that were far from Enterprise standard but being a smaller location I often times do not complain. Knowing that your employees often take the cars for their personal usage over the week/weekend doesn't bother me either however in the last two instances I am going to state that it does. For the past few rentals, I often pick the car up not as clean as I would prefer and often times 1/4 tank or near empty in gasoline. This would be the Covington branch. Since Ashlyn Hardee has taken over the branch, things have improved to a certain degree however the service to the vehicles in general is not what I would call Enterprise Standard. When I rent I usually travel long distances hence the reason that I rent, but it is certainly scary, frustrating and to a certain level impeding when I spend money to rent a vehicle and then additional time and labor to maintain the vehicle to get to the location. Rental # 2TY2SG which started as a Nissan Altima at the Covington TN location had the tire sensor lights come on in Magee, MS. Heading to Baton Rouge for a corporate meeting dressed in heels and a dress in Magee MS I was forced to purchase an Air Compressor, tire gauge, just to feel comfortable enough to continue on to Baton Rouge LA on 7-9-11. Needless to say, I was horribly late for the meeting not to mention a little distressed. I did reach out to my Covington location informed them what was happening they advised to indeed trade the car at an Enterprise location. Thinking the Baton Rouge airport would be the safest location to do so. I waited until Tuesday to do so. I arrived to find out the location was out of vehicles but that I could call around to see what anyone else had. Frustrated, I headed to work with my trusty air compressor and decided to try for Wednesday. On Wednesday I headed back to the airport, and their were only 2 vehicles in my class size available at the time. An Hyundai Elantra which I would have preferred ( but smelled like a wet dog had been in it) or a Mazada 3 hatchback that had a cracked windshield . I explained that I did not want the car that smelled like a wet dog but I would drive the Mazada 3 as blowing up the tires on the Nissan each day was getting a little frustrating for me in 98 degree heat. The location employee, Braxton laughed stated he understood and that I advised him that I could not drive the cracked windshield Mazada to the TN location as the state highway patrol would pull me over but could his location pick up the vehicle at my work on Wednesday on 7/18 and I would have one my employees bring me to his location to pick the vehicle or another at his location he informed me that his location didn't do that. I asked that Enterprise didn't pick you up? that the commercials were a lie? that all the years I had been renting from this company from all the locations I had rented from across the United States that had done the same thing that his airport location did not? He stated no. I did not press the point. Walked around the car noted a few other issues with the vehicle such as the underpining on the car minor scrapes on the under body etc and moved on. I took the Mazada 3 until that Thurs 7/19 at which time knowing I was heading home on Friday I returned the car back to the location as we had agreed. I was then informed the only cars they had were Hyundai Accents. I was so frustrated at this point I told the little lady I think her name was Myra? I apologize it was 10:30 PM she was in her third trimester of pregnancy if this helps at the Baton Rouge airport location young African American lady very nice on 7/19/2018. However in my exhaustion I did not notice until the next morning that the car was just that a compact rental not the full size rental that I was paying for. In other words, 4 tires and a steering wheel. I got charged for what I left out with which is what I expected . Not with what I returned with. No bluetooth, no cruise control which almost 8 hour drive was exhausting. The best they could do was to tell me to return the car on empty. Wow thanks for that one since I spent 11 days playing mechanic to 2 of your cars oh did I not mention the Mazda 3 tires started going low too? Thanks again trusty tire compressor!
Now we come to the current rental 2YXQ89 that I am in 2017 Toyota Camry. Rented it from a location away from my home in Midtown location. Deanthony Smith is the location manager who rented to me prior to leaving your lot on Saturday 7-21-18 at Midtown I asked why the triangular light on the dashboard was on as again I am headed to Baton Rouge and was this car ok to drive he stated yes it had just came from the shop and they had forgotten to reset the light. I walked the car noted burns on the interior advised Deanthony of the damages to the rear bumper and interior and he stated he had noted it and as he had 3 other customers in line I took the car. On my way to my home I noticed the car drove very hard and bumpy. I stopped at a Firestone location on Austin Peay Highway and wanted them to check the tire pressure to which the store manager advised to me that the front two tires had damage to them and should be replaced he even showed me with his tire tool just to prove he was not attempting to gouge your company and for the record that the service locations always reset the service ( triangular ) lights which meant that your team member lied in my face which could have resulted in potential consequences to me while traveling on Monday. I spent 2. 5 hours of my time on a Saturday at a Firestone location to service your vehicle, ever been to a Firestone on a Saturday? Madhouse to say the best . I am very disappointed in this lack of customer service on your employee's behalf at three separate locations and their lack of car service to your vehicles that I ended up paying for. Yes, I pay for a damage waiver each time I rent cars but that would be beside the point if I don't actually create damage to your cars? If allowing your employees to take your cars home or drive them results in your paying consumers paying the cost of their perks it doesn't actually become a perk to your consumer in the end if I end up paying for their mistakes while renting does it? Please advise how we can come to a resolution to this error? My charges for the rental #1 inclusive of the rental was $ 734.61 the charges for this rental upcoming are $ 846.85
It would certainly be nice to be recognized for my personal time frustration and dollars that were spent unexpectedly for the above two rentals and the lack of service that was given to your vehicles at the time.
Please advise
Regards,
Magi Sanders
Member # DJ75RWQ

My wife and I have been renting cars from enterprise for years. In the past few years, we have spent thousands of dollars renting from enterprise. There is a new manager there named Tony at the Bristol Highway location in Johnson City TN. He is very unprofessional and inappropriate. He tired to bully my wife and when she didn't back down and reported him to corporate, he placed us on the do not rent list. We were good customers who have spent a lot of money with this company and we are being treated badly by this new manager. He is a power hungry loser and he will drive all of the customers and employees away. We are definitely renting with another company and my advice to enterprise corporate is to terminate this new manger. We already miss the old manager, she was always kind and professional.

On July 2nd 2018 I went to pick up a large premium SUV at the 1031 south dirksen parkway location in Springfield, IL that I reserved on April 12, 2018. I was told that they did not have any of the SUV's available as they were all damaged. I sat in that office for over 5 hours to get a SUV and was given a car that would not fit my family. The manager at that location Kevin Cucci and the other manager cant remember the name. told me to take the smaller care and drive to Chicago mid-way to trade it in as they are the onlt location that can do this. I did just that drove 3 hours to Chicago to swap the care and was tol by a very rude manager that they do not swap large SUV's. I call customer service 3 times that night trying to get help and they spoke with the manager at the midway location as well and he was rude to them. I made several complaints by phone to the corportae office regarding my treatment and I missed 2 days of my vacation because of this By the way I have yet to get a call back! I had to stay in Chicago for the night and the next morning I went to the Oakbrook IL location inside the Holiday Inn and the guy swapped the care out for a very old model large SUV. i had to take it I had no choice. It had bald tires the steering was messed up and so on. It wasn't even cleaned! i went on vacation and had to extend the rental by 1 day i called and paid for that although it should have been free. I dropped the care off to the Dirksen location at about midnight on 7/10/18 and put the keys in the drop box. There was absolutely NO ZERO damage to this SUV. I was called today and told that there was damage to the car. I said I wanted to see it and asked what happened? I was told that they sent it out for repair and that they were not able to open the drivers door. My husband went to the repair shop It looks as if someone tried to pry the door open with a screwdriver. WE DID NOT DO THIS AND SHOULD NOT BE RESPONSIBLE FOR IT! I am not paying this claim. I want them to run back the cameras and see that this SUV was fine when i dropped it off. I have never been treated so poorly. This is horrible customer service. When is someone from corporate going to contact me. I have made multiple calls AND CLAIMS. I SHOULD NOT HAVE EVEN BEEN CHARGED FOR THIS RENTAL AT ALL! By the way my agreement number 2S3YQ3

Complete Refund Requested_ No Matter what!

I booked the Enterprise vehicle at GSO Airport, inorder to catch an international flight! During my course of the journey I noticed leftover beneath the front seats and some trash in the leg-room of the backseats.
There is some huge luggage in the trunk which may belong to previous customers and I
handed over that to Enterprise representative while dropoff.

You can imagine what shape the vehicle is in, when I picked up.
I was having short of time inorder to catch an international flight and I'm in a hurry.

During Dropoff Enterprise representative apologized me closely 10 times seeing the condition of the vehicle and suggested me to contact customer service to report a complaint. That representative also noted my statement.

I contacted Enterprise customercare closely 15 times; yet they didn't offer me refund.

This is the pathetic service, that anyone can ever experience.!

Rental Agreement #: [protected]

Elizabeth & Roger Gautier
563 Silver Shadow Drive
San Marcos, CA 92078
[protected]

June 22, 2018

Enterprise Holdings, Inc.
600 Corporate Park Drive Street
St. Louis, MO 63105

Dear Customer Service,

On June 1st, 2018, we had rented a car through Enterprise in Bentonville, AR at the XNA airport located 1 Airport Blvd. Ste. 105, Bentonville AR 72712. The original reservation # was [protected].

We went to the rental booth where J. D. Lyle, Management Assistant issued us a car. He told us we had to go find the vehicle on our own and it should be somewhere within the two rows of vehicles labeled Enterprise. I asked if they don't review the car with us, he said "No you have to find the car yourself, here are the keys." I told him my husband was disabled, he said the auto would be right out the door.

We walked for 20 minutes as we tried to find the auto in 100-degree temperature only to find a lot attendant who informed us that the car wasn't even located at this location. The car was on lot 3, and JD should have scene it noted on the keys and paperwork. This is the reason we couldn't find it.

My husband Roger went in while I waited outside in the heat with all our luggage. He wanted to find out why he would have issued a car that wasn't even there.

Meantime while he was in, I was talking with the lot guy and informed him that in San Diego County, they always go out with us to get the car or bring it to us at the door. He told me we were in luck because the district manager was in town and pointed him out to me. So, I flagged him down and explain the situation. He walked me back in helping me with our luggage. As we walked through the door, my husband was walking out telling us that J.D. said he pulled our contract and told us to go get an Uber, a cab or go to another agency. My husband explained it wasn't our mistake that he had given us keys to a car that wasn't even on the lot. My husband asked J.D. since he had made a mistake, he requested J.D. pull the car up for us given he was handicapped. There were 5 people behind the counter that could have accommodated. He informed my husband "Enterprise doesn't do that, he has to find his own car". Then words were exchanged because he was expecting a HANDICAPPED, VETERAN to go back out and hunt down another car in 100-degree temperature, even though it was his mistake. Then to pull our contract and leave us stranded in Arkansas was totally unprofessional.

Thank god I had found the lot guy and the district manager was there. The district manager told him, to issue us a car. He told the district manager he had cancelled our contract. The district manager told him he didn't car issue us an upgrade vehicle contract number [protected].

My husband mentioned how J.D. talked down to everyone working the lot. He definitely needs MORE TRAINING before every being a manager. There is no reason, someone can't note the slot the cars are parked in with a sticky dot that can easily be changed out so people don't have to send time looking for cars. Totally unprofessional. There should be special services for the elder and handicapped.

If it hadn't been for your District Manager we would have been filing more than this letter. If you look at our phone number we use Enterprise all time when we have car repairs, need to rent larger vehicles for guest. However, Arkansas Airport Enterprise lacks the reputation of having any customer service. If J.D. treats the co-workers like he does your customers, you will be losing more than just customer.

To leave anybody flying in, stranded in Arkansas because you made a mistake, then something is really, really, wrong. His behavior is totally unacceptable.

Regards,

Elizabeth & Roger Gautier

Enterprise rented me a vehicle with ants living in it. While driving the vehicle I notice I kept seeing ants here and there on the inside. Later on I noticed ants living and buildings nest within the door. My child and I had to ride all the way back from Tennessee being stung by ants. The $406 deposit on my card for a $156 rental was already bad enough but to ride around swatting and feeling like bugs all over you is terrible.

I told the person I decline DW ~ damage waiver.

she said I didn't decline basic coverage. I did. I declined all coverage for damage. she stated " you are aware then that if any damage occurs you would pay out of pocket?" I said yes, I decline all coverage.
I signed the form.

today I received an email charging me for coverage per day. $125.00 total. when I called and spoke to the person, she said right off, I'm not trying to scam you or claim you are lying, but you did not decline basic coverage. I said I declined all coverage whether its basic or full, I decline all coverage which includes basic and full. she said sorry. you don't get your deposit back, you only get $68.00 back.

I was taken for granted.

I have a friend that rented a car at the Newberg location. She paid cash and was told her reciept would be emailed to her and she didn't owe anything and was paid in full. Apparently she had also given debut card info to cashier and was charged on it as well. Since she had withdrawn cash for rental Her account did not have sufficient funds and was unaware of charge as she had paid in full. When she returned she paid more cash to facility. She is on a fixed income, disabled and a senior citizen.When she questioned the facilities actions she was informed no video surveillance was available and her witness to her paying cash wasn't valid. The authorities say it's a civil matter and she couldn't afford to pursue it. Her bank account is messed up and I'm pretty sure that if your company rents a vehicle on a NSF account there's a problem!(AND takes cash payment!) Your employees informed her she isn't allowed to contact anyone about this other than thru the court's. PLEASE advise and HELP and make this right!