Enterprise Rent-A-Car

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 🙏!

From: Lynn Pickles

Date: Tue, Aug 15, 2023 at 1:23 PM

Subject: Alamo/Enterprise car rental at Heathrow Airport

To:

Cc: Lynn Pickles

Dear Customer Service Team

I refer to a conversation I had with the Alamo Chat Bot reference number [protected].

Here are some details of my Alamo Contract:

Reservation number: C4 21 829 560

Confirmation number : [protected]

I rented with Alamo through my Costco membership and I rented from July 6 - August 6.

Alamo apparently has an arrangement with Enterprise at Heathrow Airport and that is with whom I had various conversations.

The car was a Vauxhall Corsa. The service at the airport rental was fast and efficient - I have absolutely no complaints about that whatsoever. Mike was the Alamo/Enterprise/National representative [protected] was the telephone number I had to use at various times during my rental). I did ask for a sheet that marked all the scratches and dings on the car, but Mike said they do not do that any more. When I returned the car on August 6, Aman was very professional and said that an email should have been sent to me with photos of the car's condition when I checked out the car...but I never did receive that email even though he had the correct email. That is not a complaint - I am just pointing out that the email with the photos was never sent.

I was in England for many different reasons and it was important that I had a reliable car - a funeral, a graduation and several reunions were on my itinerary. The car was not particularly reliable and the problems began within 120 miles of the pick up.

July 13: The tire pressure light came on and I stopped at a lorry garage to ask the men working there if I could put some air in the tire. He looked at the tires and one was clearly softer than the others so he put air in to 220 - the number indicated on the door of the car.

July 13: The engine maintenance light came on and I stopped to check what it meant. There was no handbook in the car so I was not sure if there was a huge problem or just a minor one. I drove to an information place to get to use a phone (I had not changed my American Sim card to an English one at this point) and I called the [protected] number. Mike - or "Big Mike'' told me not to worry ...the light was a spanner and it showed that the car was due for a service. I was concerned at this point and asked if I could exchange the car - not wanting to drive a car that was in need of a service so soon after renting. I was told not to worry...probably the car was fine but the service light had not been reset. I later found out that I had rented the car with 34,912 miles on the odometer and it had last been serviced at 22,000 miles.

July 17: I was staying with friends who had a tire inflating machine and so I asked if we could check the tire pressures. I have pictures to prove the pressures were very low and all different.

They were all different pressures so we pumped them up to the specified requirements of 220 and 221 ( I was the only person in the car so minimum weight).

July 18: I called the Burnley enterprise office to see if they had a car I could exchange...but they did not. They said to call back in a few days to check again. They also said I might like to try the Morecambe office which was close to where I would be later. I also asked about Blackburn and Skipton and was told it was unlikely they would have an exchange car to give me.

July 22: Tire pressure warning light came on again. I called again to ask if I could exchange the car in Burnley - a nearby town with an Enterprise office. They said they did not have a car for me.

The alarm on the car kept going off and so I called a Vauxhall garage (since there was no booklet in the car) and they said to start the car and drive it for a few minutes. This did solve that problem.

July 23 - Sunday: I was getting concerned about the tire issue and so I went to National Tire in Colne and was there waiting for them to open at 10 am. No one ever came and their website said they should be open. So I went to Kwik Fit in Burnley in the afternoon

- Enterprise/Alamo/National have an arrangement with them and they fixed the tire which apparently had a nail in it. They charged the car company - I did not have to pay. Their service was excellent...but it was another day out of my vacation.

By this time I was anxious to exchange the car and called again to ask if I could do so in Morecambe. Morecambe did not have a car either apparently.

I called Big Mike to ask that he document my complaints. He said they had been documented and he mentioned that I only had the car until August 5th - this was a concern to me as I had definitely booked it until August 6th. Only then was I told by Big Mike that I would have to call August 3rd to tell Enterprise what my mileage was. Apparently it had something to do with a certain number of days rental agreement. This was the first I had heard of this...so I was not sure what would have happened if I had not called on August 3. Clearly i should have been told this when I took the car from Heathrow on July 6th.

I told Big Mike about the tire and he said "Why did you take the car in the first place if it had low tire pressure?" I have rented cars all over the world and I have never thought to do this because the rental agreement with a car company is that they give you a car that has been checked and is in good condition. Clearly this car had not been maintained well between rentals. I was insulted. He also told me that he could not check the last service date and that it was likely that the technician just did not set the reset button. I later found out that the last service had been at 22,000 miles - 12, 912 miles before I rented it. That indicates a poor maintenance and service record, and poor customer service on Mike's part.

July 24: the oil light came on so I topped it up with oil.

July 30: The oil light came on again as I was driving, then when I stopped to check it it went off and did not come back on again.

August 3: The alarm kept going off for about 40 minutes. I was staying with friends and the noise was disturbing neighbors on their street - collectively we tried everything. It would stop for a few minutes and then start again. Finally it stopped after about 40 minutes after I had driven it around the block. During this two day stay, the car doors would not lock so I had to remove all my luggage from it for two days. This was the day that I had to call the office to tell them the mileage. Big Mike was on vacation and a female answered the call - she had excellent customer service skills and sympathised with me about the problems I had had with the car. It was she that was able to tell me the mileage on the last service.

Aman was the Enterprise/Alamo/Representative at Heathrow when I returned the car. He was efficient and excellent. He sent me the receipt straight away via email and did not know why I had not been sent an email with the car's condition when I rented the car back in July.

So my complaint is really about

*being given a car that had not been properly serviced

*the fact that it took quite a lot of my time during my trip to deal with all of the issues

*no one at any of the Enterprise offices I called would allow me to exchange the car at any point

*I had to get an English sim card on my phone and pay for two different top ups just to be able to call the Enterprise/Alamo/National office for advice and help. That was an expense I did not plan for.

*I was staying with many different friends, and they all helped me solve the different issues. It clearly would have created many more problems had I been a regular tourist renting the car.

*No email or paperwork was given to me recording the condition of the bodywork when I rented the car. This made me feel vulnerable in terms of being responsible for its condition - would I be blamed for all of the scratches that were already on the car?

*This experience clearly did not leave a good impression of Enterprise/Alamo/National customer service...seriously I was insulted about being asked why I would take a car if I knew it had poor tire pressure!

*If you check with the office in Heathrow, all of these complaints should have been recorded. I asked everyone I spoke to to make a record of the faults with the car, and was told there was a record of them.

In summary there were problems with:

-service light remained on throughout the trip

-tire pressures were all different until I fixed them

-there was a nail in the tire when I rented it

-tire pressure light kept coming on until I had the tire fixed

-the oil pressure light came on twice

-random alarm signal that was difficult to turn off and the car doors would not lock for two days. These alarms went off at several times.

-no booklet in the car to explain how anything worked. I was not aware, for example, that it had a sensor that jerked the wheels whenever I did not signal to change lanes.

-no Enterprise office was able to help me by exchanging the car

So here is my official complaint about the rental service. I have rented with Alamo and Enterprise before and have never had any problems. I will probably take this complaint to Costco Customer Service too as the rental arrangement was through their company. This was a long trip for me and I was glad that I was able to be with friends and family most of the time. If I had been alone and trying to solve these problems, it would have been very harrowing. I am actually English - I grew up there - so I knew how to navigate the towns and the system well. Every person I asked for help did so very willingly...except for the people in the Enterprise offices who could easily have solved my problems by exchanging the car.

I hope to hear from you soon, and I thank you for reading through this long list of concerns about the service.

I thank you in advance of any help/advice you can give me, and remain,

Yours faithfully, Lynn Pickles

First off this company does not care about the consumer. I needed to rent a vehicle on the fly as AVIS refused to honor my payment method dispite already having a reservation for a car. The Manchester NH Gold street location was extremely unprofessional demanding "Company policy states that you need a paper bill to use debit cards." and "Paperless bills do not count." I was laughed at and humiliated by staff members. Their regional management didn't help either after speaking with him about my issues. Again made fun of my situation refusing to rent or help with the problematic staff at the Manchester NH Gold street location. Due to this I missed a important event and now am hesitant to use Enterprise Car rental in any location.

I rented a vehicle August 4 returned August 7, 4:00 am, left keys in drop box and car was fine, I received the close email to me which states all is good with the vehicle you turned in, now a month later I have been contacted by recovery/damage stating that there was damage to the hood, and was told they had not been able to reach me, which is not true I have been renting for over 20 years my information has not changed, I was advised to contact the branch to view video of when car was dropped off, I have not been able to get anyone in the branch for weeks now, no one from the branch has contacted and I have not been able to reach anyone to get this issue resolved, and no one at the toll free customer service number has been able to help me, what do I do now? I did not cause that damage and I am very upset with not being able to speak with anyone, I need help and don't know how to go about getting it. This is so frustrating, because I would never have dropped off a vehicle that was damaged and not have notified the branch.

Camille Hicks ([protected]@icloud.com)

I rented a car back in April and returned car and was told that i owed additional money because they ran my card incorrectly. i physically showed them my transactions from my bank and even got the bank on the phone that confirmed that the payment wasnt returned to my account. they let me leave and then reached out saying they will refund me the money that was due (via email) then i get a call from customer service saying that i owe. i have been going back in forth with the branch telling me one thing and corporate another. this is the worst experience i've ever had and i'm out $800 and possibly will go on my credit. i plan on contacting a lawyer