Enterprise Rent-A-Car
Reviews and Complaints

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.

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

Please see attached document.

I have grave concerns about the non transparent and dishonest service provided by Enterprise Rental Car and I seek resolution.

I rented from August 18 to August 30th, 2023. With a no charge extension until September 2, 2023. Resolution I want my security deposit back of $399 including a refund of $1457

They continuingly lied, defrauded me, charged me extra, tried to give me a dirty car to rent, managers harassed and berated me in front of the store, they have kept my account open. The car that I rented I had to turn it in within days because the brakes were going out, not "squeaky brakes". They had no humanism, no care for my safety, and only wanted to extracted more money from me. "Without charge" meant they were going to fraud me and charge me anyway. Road Side Assistance that I was told was there, was not and they charged me after brakes going out on the first vehicle. They said I would only get $91 of my security deposit because they fraudulently charged me for the extended 3 days that was suppose to be of no charge. This did happen in California but my complaints have been sent to corporate because this company, Enterprise Holdings, is doing this all over nation. They make up prices as they go. The receipt emailed to the customer is different than the printed receipt. They honor nothing of what they say. I could not take my emotional support dog with me because of all the problems with the car.s. They over charged me $99 in the beginning without telling me. Security deposit is $300. If I would have returned the vehicle on August 30th my refund was $399, when I brought it up they ignored me. They ignored my concerns. The manager yelled at me when I returned it on Sept 2nd for no reason and for a half hour. He disregarded everything I said including not being safer in the first vehicle and my travel time wasted for days dealing with them and dealing with them "trying to screw me over". they never refunded anything and my case is still open. I want my full refund $1457 and that includes the $399 charged without consent. Does not matter what I signed, these things were done to me without my knowledge. Forcing a customer to upgrade because your company never has what is promised even hours before when I called, and this is the strategy the company uses to force people to upgrade is not only outrageous it is fraud. And then they act as though they are doing you a favor. And if you have any issues they are unworthy and will do everything in their power to not correct their mistakes. They admitted to all the wrongdoing and still kept charging me! This is outrageous! When I calmly explain these things and about their lack of professionalism and integrity, and dishonesty, they look at me like I am crazy. This company is the worst. Forward my complaint to an agency where I can attach documents. I cannot state my day by day of who I talked to and where and times etc in this online form. I have never been treated so badly by a company. There customer service that is located in India is a joke. Enterprise is scamming people and no one is doing anything about it. This is a corporate matter in Missouri.

On Sunday, August 20, 2023, I went to the Berkeley, CA, location to pick up a reserved car. I chatted with Ben while he went over the intake process. We then went out into the parking lot where he told me what cars were available. He said the Lexus was available as well but for a few extra dollars. I told him I'd take the Camaro since I would never purchase one. We chatted about church (that's where I was going), my vacation in Mexico and the fact that my car was stolen while I was gone, which lead me to getting a rental. He started the Camaro with the push start and I loaded the car with my things from my dad's car. He presented the tablet for me to sign documents and I left afterwards. I had to return the Camaro in Los Angeles because it needed an oil change. I had previously asked about that before I left town and they said the car would notify me when maintenance was due. I traited the car in on Saturday, September 2, 2023, to an Enterprise in Los Angeles and the gentleman did a walk around and asked me about damages on the passengers fender, I said if there was any damages, it was there when I picked up the car. I hadn't had any accidents. On approx September 14,2023, I received an email about damages or a loss to a returned rental (Camaro). I spoke with the damage unit about their email and they mentioned the damages that I mentioned about the Malibu that I was driving. I told her Ben never walked around the car with me for damages nor gave me any documents to notate any damages. He gave me the keys after a long conversation and I left. I have called to request previous drivers logs and since then have reached out for legal assistance.

Out of the three rental cars that I have driven this last month, I'm confused on how the only one that did not get pretripped came back with damages. Tiffany was outstanding in her intake process and walk through and even the gentlemen in Los Angeles. We conversed as well but they still followed all procedures and made sure to do their job.

I purchased a 2019 Honda HR-V EX on August 30th 2023, from the Henderson Nv location. I was paying the car in full without financing for a total of $20,292.21, with my debit card and pin. The system they use does not show the total amount you are paying when entering the pin. After receiving the approval, I was notified that I was accidentally charged $29,292.21. I'm a believer that honest mistakes happen and as a result, simply requested the overage of $9000.00 to be reversed Immediately so that other transactions posting to my account that day and overnight would not be compromised since it would be negative over $8000.000.

I was told that they have no means of reversing the overage and that it must be approved by a manager and a check would be sent. During this time, and I can only assume because I remained so calm, a lot of joking occurred, referring to how the overage "was a bonus", etc. I'd like to think in this day and age, $9000.00 is quite a bit of money to be joking about, nonetheless I left the dealership quite calm and was told a check would be sent. That evening and overnight 13 separate transactions were put through and rejected because of the overage causing ultimate overdraft fees as well as embarrassment with various companies that were attempting to bill me. Furthermore, 2 of my credit card auto payments were rejected causing a late fee and rejected ach fee.

Moving forward, I noticed that the car suspension on the car I purchased had a really rough ride, and seemed it a bit abnormal, I also noticed the air conditioning system was a not adequately cooling down the car. I contacted the salesman 48 hours later and a complete 180 degree demeanor occurred, although there is 7 day/1000 mile buyback, I was told that he would have to speak to the manager to see what resolution could be made. I did not hear back for well over 6 hours. Eventually, I was told to bring the car back in to swap it out.

The following day, I spent the vast part of the morning, trying to find something that was similar in features and price range, to no avail. I brought the car back to the Henderson location, and found a Jeep Compass, that stated on the spec sheet online, the safety features similar to what the previous vehicle had, (Lane keep assist, park sense park assist etc.).

A few hours later I noticed that none of the stated features were present, I also noticed that the engine oil level low light emitted, I checked the oil level to notice it was over a quart low after driving only 30 miles, once again I contacted the dealership back and was told to bring the car back in for an immediate refund. Rather than cause any damage to the vehicle I paid to have it towed there at my cost .

The following day, I contacted the dealership, to find out the whereabouts of my almost $30,000 refund, only to be told that it will take some time. I was given various answers from Jimmy the sales manager, at one point asking what I did for work, I responded I was the star of the TV show Storage Hunters, and now a producer, I'm not sure what relevance that had, but it seemed to all make sense when he realized that I had a bit more social media presence that the average customer, the answer he decided to stick to, was that enterprise did not have custody of my money. ( see attached bank ledgers.) I contacted Bank of America, and they contacted the Federal clearing house and verified that Enterprise has had custody of the money since August 31st.

Due to my frustration level rising, I requested a corporate number from the sales manager, while flat out denied it and told me there isn't one. I stated that I was being left with no other alternative but to potentially proceed with arbitration, he laughed and responded that with those threats I'll never see my money back.

Moving forward to today both cars are back online being sold while they have my money and have cause me countless hours of frustration and additional fees.

For those reading this review, please ask yourself what you would do in my position? And ask yourself do you want to be put in the same position. The situation is nothing short of Grand theft larceny, considering the goods have been re-listed on their website and, I have even begged to release the vehicle back to me and I'll take the loss. I am paid in full, they have my money for the full amount due for the vehicle and refuse to refund or give me the car back.

In conclusion, I have several ways I'll be pursuing this matter, although you are forced into signing an arbitration agreement, provisionally this does not allow a company to violate the law, so you can still file lawsuit in the event a similar situation takes place, this has been confirmed with Clark County Court, as well as my personal attorney, to be clear I have not initiated action as of writing, and yes for those wondering I have reached out to [protected]@enterprise.com as well as the private message feature on Facebook with no response.

I requested an SUV a week before the rental date and when I picked up car they only had a truck? I exchanged it for a Toyota Rav 4 on 9/1 which made noise on the out side when driven, and had a faint smoking smell. I exchanged it again and all they had was a Nissan Kicks which had no floor mats and a stain in the center of the roof.

On 9/5/23 I have ants in the car rental that almost made me crash.

They were crawling on me after I left the car and went into the gym and then my son had to drive home and they crawled on him making him swat at these ants and almost crash the car. My son is traumatized from this experience and I am disgusted with the lack of good business at Enterprise. There were no choices of cars (with a weeks request), the cars needed maintenance and cleaning and now infestation of ants therefore extermination and therapy.

What happened to this business?

I have been a loyal client with Enterprise for fifty years now. I paid $432.98 for six day rental. I was charged an extra $200 as security (?).

We cancelled our trip on 8/30/23 as my family and 95 year old uncle waited in a failed auto for 3 hours in the HEAT! IN HARMS WAY!

Never has one of your cars failed me until Aug. 30. I was CHARGED $219 in charges.