Enterprise Rent-A-Car

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.

Your Report Number: [protected]

After arranging to hire a Luton van for a house move and quoted £293.95 for 4 days hire, my wife and I arrived on the morning of the pick-up date to collect the vehicle.

Straight away I noticed the valeter on duty was racing cars around the car park and accelerating at speed and braking causing the vehicles to skid. I raised this with the staff onsite as I had noticed two young children in the carpark and was concerned, they might get hurt. The staff in the office advised the manager had asked him to slow down on a number of occasions but he just ignored her and there was nothing they could do.

When the staff member showed us the van I started to note existing damage to the vehicle and pointed out a number of damages on the vehicle, however the staff member said as it was a Luton van they were only concerned with damage above a certain size so the bits I was pointing out didn't matter.

We then returned to the office where the staff member then passed me a small tablet and asked me to sign in 2 x box's, which I did.

He then asked me for the payment and an additional £200 deposit which I had not been told of in advance the payment was now £493.95 which I paid on credit card.

Shortly after setting off on our journey, I struggled to see out of the window as the wipers were defective on the driver's side and smearing a solid line around 50mm thick across the window. When trying to see what was causing the smearing on the wipers, we noticed a crack in the window, and I mentioned this to my wife who was traveling with me on the journey and had also been present at the time of collection. We decided to photograph the chip & crack from the inside and call the branch. However, a recorded message advised the branch had closed. As the agent who handed over the vehicle had put our mind at rest when we started pointing out various marks on the vehicle, we decided the continue with the journey as the crack was something they would have been aware of and not concerned with.

When we returned the vehicle, I handed the keys to the staff member on the desk who walked out to the vehicle for inspection. At this point I noticed the same valeter from the time of collection who was now sat down in the office on his phone jumped up and made a hastily walk to the staff member who had started checking our vehicle. I stayed in the office but noticed the valeter pointing at various points around the vehicle in particular the front windscreen.

The staff member then returned to me and advised there was a chip in the windscreen. I advised about the chip\crack I had noticed but the staff member didn't seem to take this into account and said the chip I had photographed and called about was in the middle of the window and didn't matter but the chip he had found was on the driver's side and did matter.

My issue with this is that the windscreen was already damaged and defective prior to us taking the vehicle along with the windscreen wipers. Cracks and chips on windscreens tend to get worse with temperature changes and vibrations. So, I find it staggering enterprise are trying to make a claim to me for the crack on a windscreen that had already suffered impact damage.

I also note the smearing of the wipers was inline with the chip\crack on the vehicle window that the staff member had pointed out. We can clearly see the wipers have been struggling wiping over these cracks for a long time as the streak marks line up with the crack on the driver's side along with scratching along the same curve as the wipers move.

We rented a car from Enterprise through our insurance company after our car was damaged by hitting a deer. The original car given to us broke down a few weeks into the rental and I was hurriedly given the only vehicle available without so much as a walk around. They literally wrote down the odometer reading and tossed me the keys, no paperwork signed or anything.

We were going on vacation out of the country with flights leaving early in the morning so the car was dropped off at their lot overnight. We performed a thorough walk around an there was absolutely no damage incurred while in our possession.

TWO MONTHS later we received notification from Enterprise claiming hail damage to the car and that we were responsible. Both us and our insurance company have repeatedly requested proof of the damage with nothing ever received from them. Our insurance company finally denied their claim due to Enterprise not providing a burden of proof and advised us not to pay the claim which was under our deductible.

We have communicated with various representatives of the company for 6 months now and have NEVER received any kind of proof to back their claim. Yesterday we received paperwork from a collections company.

It's pretty low for an international company to prey on their small clients and steal from them, knowing the little guy has no recourse! We will never rent from them or their partners again. Shame on you! Spread the word about their low and unethical tactics!

I called and talked to an Enterprise rep so I could be sure the vehicle would be large enough for the 7 of us. Four adults, 3 kids, 5 full size suitcases, 3 carry on's a double stroller and a pack and play. I was assured we would get the correct size vehicle. It did not happen. We were squeezed and cramped. My adult daughter and her daughter had to climb over the middle seat to get into the back. We were so uncomfortable it was ridiculous. Of course it doesn't matter now. We are home from our trip to Florida and you got your money

[protected]@comcast.net

I reserved a car on 9/27/23 for use on 10/20/23-10/22/23 confirmation #[protected]. I received a call around 4:30pm to by the location I reserved from 1406 South Loop West, Houston, TX 77054. They let me know nothing was available for the next day pickup and told me to call around Houston to try and find a car. I had one hour to figure out what to do for the next day since most locations close at 5:30pm. I called 4 locations, no one had anything. I called the reservations line, the CSR told me she was sending an alert to the area manager and have them call me as soon as they find a car for me since I needed it by noon on Friday. Well to this day no one has called me. I called reservations the next morning to find out the status of my rental and where I could go. The CSR informed me that the Galleria location had plenty of vehicles and she changed my reservations to that location. We had to push out our pick up time from noon to 3pm because it was over an hour from where I live. She said confirmation number was the same and there was nothing I needed to do. I drive over an hour out to pick up the car and when I get there, they tell me they did not have a car for me. Apparently someone put my name on their reservations list, but never called them directly to ask them about availability. I was extremely upset, because your reservation department and the actual facility is not current information. One shows a lot of availability and the other had none. While I was driving an hour back home, I called the customer service number one more time for hopes to have a car. i asked several people to speak to a manager, not escalations department. I had already spoken to escalations twice before that. Not one person did a damn thing I asked. I begged and pleaded to have someone help me not just tell me the same thing i had been hearing. All the area managers that were contacted not one called me. I am so beyond upset that a company this size can do this to people. I know you guys don't know what plans we had or the importance of it, nor do you know the time and gas money spent running around like a chicken with their head cut off. I have never ever had this issue with you guys. Does it not matter how far in advance you reserve? Does anyone care that I had to cancel my plans because you guys let me down? Does anyone care about how much gas money I spent driving all over Houston? Does anyone care about the time invested in all this? If this was you or the importance of a death or funeral or wedding or any circumstance, does Enterprise REALLY care? You guys are awful people, awful company.

My sister & I had to rent a car March 4, 2023 due to ours needed a lot of work.

We had the KIA for about 3 weeks, returned it March 24th. We were told they would get the deposit of $300.00 to us ASAP, minus $100.00 for some reason (I don't recall). They would apply it to my sister's credit card, her name is Gayle D. Lyons within 5 business days. Obviously, it didn't happen. Numerous times Gayle went to the office at 4300 East Evans Avenue in Denver, CO and kept getting the run around, and excuses. I am really surprised that such a large company would have a problem of returning money. Please help fix this problem, we really would appreciate it. You can reach us @ [protected]

Sincerely,

Diane

My family and I rented a car from Ohio and drove to Florida. The car is leaking oil bad. We called roadside services and waited 2 hours for them to say I didn't answer my phone and they cancelled my request. I was supposed to get a Uber to another location to pick up another rental exchange for this one. I have 2 kids with me also. So now we have to wait another 2 hours in hopes that they will show up this time. Problem is all enterprises are closed. This is our 1st day on vacation just wasted. This happened on Thursday October 12th at 4pm. It's now 6:30pm and still no tow truck. I rent from them alot and this is making me want to rent somewhere else.

I got confirmation number for a rental from my insurance company. I tried to call the Farmville location. Twice when I called it kept me on hold forever and then told me to try back later and hung up. When I did get a person they told me my reservation was for Lynchburg, which is too far away. I told her I couldn't get to Lynchburg and that it took me 3 tries to get through to her. She told me she didn't have to put up with my harassment and hung up on me. I wasn't harassing anyone. They can transfer the rental location but chose to be rude instead. Apparently I won't be renting a car.

I feel that we were over charged on a rental.

Reservation number GP50eft [protected]

We picked the car up at 3:30 PM on Friday October 6th.

We dropped the car and the keys on Sunday October 8 at 7PM.

We were charged for 3 full days. We only had the car from 3:30 PM to 5PM closing, yet we were charged for all day Friday.

Please let us know if this is correct and how you always charge.

GEICO arranged a car rental for me, I was contacted by Enterprise on Monday 10/2 about meeting me at Caliber Collision on 10/4 at 2:30 pm. Jairo encouraged me to pick a luxury vehicle and I told him the insurance company had said they would pay for a full size car and that was what I wanted. I was told they would meet me at Caliber Collision on 10/4 at 2:30 pm with the car and I could go home from there. At about 2:50 pm on 10/4 a man arrived with a car but on the way out siad he had just been notified by his manager that the car he was going to leave me had to be sent for service. In the car he had rap music on really loud and I had to aks him twice to turn it down. When we arrived at the Enterprise office a man asked for my drivers license and credit card. He then took me outside to a small jeep compass. He asked me to initial insurance refusal without even asking me about it. I asked if the Compass was a midsized car and he said it was a midsize car and din't have a full size car. This despite a nissan altime a few spots away. He did not give me ant paperwork and walked away. I have an Enterprise account and have never received this kind of treatment at JFK airport in the past. This is really terrible service

I received a letter stating ,I was involved in a accident with their rental vehicle. The date of loss is 06/02/2023. There was never an accident with their vehicle, especially since I never got this car until the 4th. I was actually involved in a car accident with my OWN car on this date. I have the police report still. I never received the rental until the 4th. So it's physically impossible for me to damage this rental vehicle when I did not have it until later. I received a green light from the employee when I dropped off the vehicle within the next few days. I took her word for it and now I'm getting a letter, two months later, stating I damaged the car. I believe they have mistaken my personal car accident with their rental vehicle. Please fix this 🙏!

I rented vehicle in Washington DC July 21st and drove it one way from Washington DC to State College. After returning I was billed a damage deposit and responded indicating I had not damaged the vehicle and requested they confirm with video or photos from Reagan National Airport. The state college staff refunded the deposit and apologized for the inconvenience. Since then I have received notices and emails from damage recovery asserting I owed money and damaged the vehicle. The latest email being threats of collections which was sent late Friday. I have returned emails and voicemails and requested they investigate as it was rented from a row of cars in the Reagan airport and there’s should be evidence available. I had three passengers that can confirm there was no incident on the drive. It’s not clear why there has been no review my claims. Both State College PA staff and Damage recovery staff have alleged the other should review. Overall I do not understand damage recovery’s lack of responses in some cases and also lack of actual review of the allegations. The contact was prepared before car was chosen and there was an entire floor of vehicles to choose from. There should be photo evidence to review condition of car at that location. I have asked for that since the original claim. I have asked for contact info of Lauren Brissey’s supervisor and she has not provided. I requested this September 9 by email and only response was a final notice that claim was going to collections. Overall it does not appear damage recovery reviews the actual case nor does staff that filed the claim. (Royal Downs and Allison Kelly) not clear why they refunded damage deposit and apologized but did not review.