Enterprise Rent-A-Car
Reviews and Complaints

I am writing in regard to a serious concern regarding the Enterprise Rental establishment located at 730 West University Avenue, Gainesville, Florida 32601. My 18-year-old son, Kellen Baskett, (though his name as recorded by the company paperwork was written as Kellen Langdon, which is not even my son’s name) recently had a car rental from this Enterprise location. The car was due to be turned in yesterday. My son turned in the car as required. When he turned in the car, my son sat in the lobby of the building while an Enterprise employee inspected the car. As an 18-year-old who has never rented a vehicle before, my son did not have the knowledge that he was supposed to walk around the car with the employee. However, the employee told my son there was no damage to the car and he was cleared to leave. Enterprise did have my son walk the car with them to show no vehicle damage when he picked up the car. As someone who has rented vehicles from Enterprise many times, I have always been required to walk the vehicle looking for damage with the Enterprise employee. This seems like questionable business practices to not have an 18-year-old walk the vehicle with the employee when returning the vehicle. Please find attached the documentation from Enterprise showing no damage to the vehicle that was signed by both my son and the Enterprise employee.

Kellen Baskett was allowed to leave after signing the paperwork. Five minutes after he left he received a phone call from a different employee of Enterprise whom he was not familiar with, post being formerly released of damages in writing by that official Enterprise representative, who stated to him that there was damage on the bumper of the vehicle and he is responsible for paying the damages out of pocket or Enterprise would be filing a claim with our insurance company. Please note that the Enterprise leadership managing the store stated Kellen was responsible for damages which has caused him and our family great stress. This employee also texted the picture that is attached to Kellen. When has it become appropriate business practices to call an individual after he or she has left the establishment to inform him or her that there is damage to the vehicle and text them a picture of a damaged vehicle and let that person know he or she is liable for the damage? Furthermore, the picture attached which was provided to Kellen Baskett via text message shows absolutely no verification that the vehicle damaged was the vehicle rented by Kellen Baskett. Regardless of vehicle, it is unethical business practices to clear a client to leave stating and providing paper evidence that the vehicle is cleared with no damage and then call the client later to detail damage to the vehicle and require that client to then pay damages for the vehicle.

I trust and hope that you will agree that the business practices displayed by the employees at Enterprise Rental in this situation are unethical and frankly poor business practices. I will be providing the documentation showing no damage to the vehicle to USAA, my insurance company. Further, I do expect that Kellen Baskett nor myself will be held liable for the damage to the vehicle post inspection by Enterprise and under their custody. Given this challenge we truly hope this will not require any legal action due to Enterprise Rental not performing in a professional manner. Enterprise and it holdings company states clearly that its principals rely upon your humble beginnings, personal honesty and more importantly integrity. We have used Enterprise in the past and found that this was so until this experience. Enterprise should take responsibility for the poor representation of their mission and corporate vision. Furthermore, if this situation is not resolved as I anticipate that it will be, I will be notifying the appropriate Better Business Bureau of the circumstances surrounding this concern.

My family would like to thank you for your time in addressing this concern promptly. Please feel free to contact me promptly and directly in response to this complaint via my cell phone number at [protected] or via email at [protected]@hotmail.com.

Sincerely,

Christina M. Langdon, Ed.D.

My husband and I were stranded in Charlottesville, Virginia overnight due to a flight change. We got a hotel in Charlottesville and had decided to rent a vehicle once we got into town. We utilized an uber from the airport and later decided to rent a car. After speaking to our hotel clerk, realized it would be quicker to pick up at the Enterprise near the mall, so we looked up the number and called. We got a woman (I'd prefer the term animal) named Amber on the phone who was the most vile human being I have ever encountered. This woman all but told us to walk around Charlottesville because we didn't have a reservation. When I explained our flight was cancelled and we were staying overnight, without giving me an opportunity to explain why we hadn't rented from the airport location she responded "Well, you should have just gotten a car when you had the chance from the airport!" She cut me off, wouldn't let me talk, kept saying "Ma'am, you dont have a reservation here!" and subsequently hung up on me. My husband called back, because I was in shock at what had just taken place. Hoping to get someone else on the phone, but Amber again answered. I asked to speak to someone ranking higher than her and she laughed and said "unfortunately for you, I am the highest ranking person here." My husband asked her if she was the person in charge of this store and she said "at this current time, yes I am and I am helping a paying customer so I am going to need to terminate this call now. goodbye!" And hung up on my husband. I dont believe she was the manager of that store but she needs to be unemployed by that store. We are still in disbelief over how we were treated by someone in customer service. I am sure this will not be the last complaint you get on her, but I tell you it has set the tone for how I feel about Enterprise. Her tone of voice even upon answering the phone was condescending, not genuine and it screamed "I hate my job!" I would implore you to reconsider her representing your company.

Made reservation in early August for large-size car for September 13 in Sioux City, IA. Talked to them the day before and arranged to be picked up the next day to rent car. Received call at 7:30 the morning of the rental stating they had no cars at all but expected some to "come in". After 2 hours, still no cars and they thought they may have one by the afternoon, which was too late. Not only did they not have the car I reserved, but they had no cars at all.

Contacted Enterprise with no response.

Below is the abbreviated version of the chronological attempts to get this claim resolved fairly via the various departments that we have been directed and re-directed to with Enterprise Canada,

• June 13th, 11:53am - Spoke to Sandra in Claims [protected]), was transferred to 'Keneeka' in the DRU (Damages Recall Unit). Relayed all of the details Mr. Kosic provided stating that at the time of the inspection with Taylor he point out the damage to her therefore we requested this claim to be escalated. She advised that it may take up to 2 weeks to get back to me as they now have to pull all of the previous rental agreements for the vehicle that rented to see if the damage was noted from before. (Keeping in mind that during our conversation Len/Lana you just mentioned that you had to get these same reports pulled from the rental office). I was told by Keneeka that there was a new system implemented (she called it C2) with the tablets and she said that it was effective mid-November 2016 but not all of their locations "rolled it out" at the same time.

• June 14th, 12:58pm - Keneeka from Damages Recall Unit called me back as I left a subsequent voice message for her - asking/advising that the video surveillance be reviewed as it would show Mr. Kosic pointing out the damage to Taylor.

• June 26th - Spoke to Keneeka in DRU, she told me that as of June 20th all of the previous rental records have been pulled and the claim is still under review. She advised that Mr. Kosic would receive a call when there was an update.

• July 6th, 12:09pm - Called DRI but automated system indicated office was closed for lunch. Sent email as two weeks + had passed and Mr. Kosic nor myself had been contacted and we were trying to get the update.

• July 7th, 1:20pm - Spoke to Frank at DRU and was advised this is now closed on their end and for further information, I needed to contact the Area Rental Manager at Head Office, he did not know that person's name though but his notes/information showed that that person "reached out" to Mr. Kosic today via phone and that was not correct as he did not get a call.

• July 7th, 1:32pm - I called the Head office [protected], was told the branch code was C247 and the A.R. Mgr was Len Spiteri left a message with the lady who answered as Mr. Spiteri was not available.

• July 11th, 11:07am - Called the Head office [protected], spoke to Tina as Mr. Spiteri was not available. She took a detailed message which she said she would relay to Mr. Spiteri and his boss.

• July 19th, 11:36am - Called Head office [protected] asked to speak to Mr. Spiteri or his boss as to date no calls have been received by Mr. Kosic and he received the attached billing letter without any update or dialog from Enterprise. Neither party was available as there was a "boat cruise" and I advised that I would call again tomorrow but asked Tina to once again ask Mr. Spiteri to call either Mr. Kosic or myself.

• July 20th, 1:24pm - Called Head office, Mr. Spiteri was unavailable, eft a voice message for 'Aliza Cateras' asking for following up regarding this claim

• July 20th, 1:39pm - Received call from Mr. Spiteri which initiated this email.

• Received on Mon 7/24/2017 10:23 AM from Len Spiteri:
Good Morning Lana

I have just received the 5 previous contracts for this vehicle. There was no damage marked on any of the contracts. However with that being said I do understand that Mr. Kosic rents often from us, t
through reading through the below thread it seems like some of this process was delayed. Your company and yourself are valued customers to us, and I will see what I can do to help out here. Please give me a day or so to work through a solution, I will contact you shortly.

Thank you.

Len Spiteri
Enterprise Rent-A-Car
C2Q - Area Rental Manager
C: [protected]

• Received August 2nd from Stephanie Martin

• Sent to Len Spiteri on August 4th

• 8/15 - 12:47 pm - Sent email to Len Spiteri and Stephanie Martin
• 8/15 - Left voice message for Stephanie Martin
• 8/16 - 11:26am - Left voice messages for Len Spiteri and Stephanie Martin
• 8/16 - 12:02pm Stephanie Martin called back, said I would have to contact Risk Management Dept. as their investigation is already completed for further escalation – [protected] or [protected] and ask for Risk Mgmt ( spoke to SM for 11mins 33secs  )
• 8/16 - 12:14pm - Called and ask for RM Dept was transferred to a voice mail where the recipient’s name was not clear on the recording, left a detailed message.
• 8/23 - 9:01am - Called [protected] - voice mail recipient’s name is still unclear, left another message as none of my calls, voice messages or emails have been responded to.
• 8/28 - Called [protected] – left another voice message  as this recipient’s voice message now indicates he is out of office until September 5th. Left voice message for forwarding info sounds like Inda Gavahan or Gavagan – [protected]
• 9/5 - 10:24am – [protected] Left a voice message for Inda Gavahan or Gavagan as previous contact’s vm still says he is o.o.o. until 9/5.
• 9/7 – 12:36pm. Called again and spoke to Inda as he never returned my call - said he was “away since last week” yet the previous person’s voice mail (who was o.o.o. until September 5th) directed us to call him. Inda was very dismissive said Ben signed an agreement indicating that there was no damage yet earlier notes per Kaneeka in DRU indicated that the system used at the time was C2 (electronic) …………. He gave a whole speech which did not address the fact that we have been asking for escalation prior to the conclusion of this investigation. Inda said he would have someone get back to me this afternoon. He gave a very detailed explanation of their process which I advised needs to be explained to Stephanie Martin as she was the person who advised me on August 16th that I would need to contact Risk Management to escalate via [protected] or [protected]. He apologized for the repeated lack of responses/replies/communication from Enterprise
• 9/8 - 9:37am - No call back received yet from whomever Inda was going to have call yesterday.
• 9/8 2:07pm - Still no call back, next option better business bureau complaint and small claims court.

We have a minimum of 50+ emails that have never been properly address and we just want to insure that all options are exhausted and escalation is no longer an option before seeking legal assistance. Since day one we asked that the surveillance be examined to show that the damaged was pointed out at the time of the rental; only to be told for the first time yesterday that a police report would be needed, at no point prior was this mentioned which puts that ball in Enterprises court but we will independently see what can be done via Simcoe Place in Toronto.

I personally went into Healdsburg Enterprise Rentals last week and reserved a Toyota Corolla for today, 9/5/2017, they ran my credit card for a 200 dollar deposit, told me the car would be here today. They had 7 days to find and bring a car...No car, no car available! I told them I was driving to Portland to take care of a liver transplant patient and need them to make sure I had the car. "No problem", why does that phrase fill me apprehension? I tried every Enterprise for 30 miles, no cars available" What is wrong with you people? You are completely unfeeling and unreliable. Enterprise's sloppy, lousy business practices are actually putting people in danger, not just inconvenienced. I am researching my legal venues as you read this, if you read this. A follow-up with a legal demand by registered mail will follow.

I rented a car through expedia (prepaid) and we picked up the car on June 7 th at Enterprise in Montpellier, France. We rented a car and returned it in same
condition - We were charged three times from Enterprise.

Originally, we paid $1722.53 for rental car and flight through Expedia on May 11 th . Then, we were
charged (June 11 th 674.39 and June 7 th 358.26) without our authorization.

After unsuccessful international calls, we emailed Enterprise on June 14 regarding these two charges; however, we have received no notification from Enterprise about these two charges (June 11 th 674.39 and June 7 th 358.26).

Then, we sent in an email, and had such a difficult time reaching enterprise. We finally got an email:

Dear customer,
Following our investigation, we will refund your excess.
Please find attached the refund letter.
Please accept our apologies for the inconvenience.
Best regards,

But --- no refund for 20 days!

Then, I complain and another email :

Dear customer,
According to our billing department you disputed the 850euros charges with your bank on June 19th and the payment of 850euros was blocked.
Please contact your bank to cancel the dispute so the payment can be confirmed to us, so that the refund can be done.
Best regards,

I called the bank, made sure everything was cancelled, still NO REFUND!

I am very frustrated about this situation because no one is answering me back. All I get from Montpellier enterprise is:

Hi,
I can't do anything unfortunately, the best you could do is contacting the Customer service as your file has been transfered to them at the head office.

This is such an absurd situation.

Enterprise in Clarksburg, WV provides no customer service at all. You make a reservation, show up, pay, and are forced to wait if no car is available. One guy had been waiting for 5 hrs to get a vehicle while I was there. I waited until closing before just cancelling my reservation. When at this point, the reservation was made at 3 and they closed at 6, the employee got a complete attitude because I wanted to cancel the reservation. I was charged from the moment I arrived, but Enterprise didnt even want to change the drop off time so I was expected to pay for a full day without having access to a vehicle. Multiple people came in after us and got a vehicle right away! Even 5 mins before closing, there were at least 10 people still in the waiting room (some who even told me they made their reservation in the am). Enterprise is a money hungry, greedy business, they accept everyone who calls in with a reservation with hopes someone will drop one off before you are completely fed up, they charge you before even knowing if they can provide you a vehicle, and they tap on any charge they can get away with. This isn't the first time I have had problems with Enterprise. They always seem to find a way to keep at least part of my deposit even after doing what their employees said to do to a tee. Enterprise employees are clueless and unprofessional I will never step foot in another Enterprise again.

I rented a car from Chicago from July 4th to July 29th 2017 from Chicago O Hare Enterprise. I got an initial receipt the first day of rental. When I returned the car on the 29th I agreed they can email me on my final receipt, because I trusted they would do it and do it correctly. I waited a week before I had to email them requesting a receipt. One girl, Amanda, replied with my receipt and I noticed it was approx $178 more than my original, I asked her why, as there was no obvious reasons. She could not explain why and told me it looked like it was because I "kept the car a few days longer than I should" which I did not because both receipts clearly said the same dates 7/4-7/29. I then started to look at the line items and noticed my taxes had increased, which did not make sense. I asked her to explain HOW the taxes were calculated to which she has never responded even after emailing her a few times about any updates. In the mean time another guy, Clayton, had emailed me my receipt (clearly no communication among them either) . He sent me the exact same receipt to which I also asked him why the prices were different, he admitted he could not explain the difference so he refunded me the difference (well he refunded me $185 which was a small bit extra and I don't know why). I was still skeptical about why my taxes were increased, so I asked Clayton to explain HOW they were calculated. He also stopped responding. So, as a person who actually enjoys mathematics, I took it upon myself to work out how the taxes were calculated by working off different and random rental prices off their website for a number of cars for a number of different dates. I worked out the equation and calculated my own taxes, this showed they had still over charged me by an extra $75 on taxes alone (add on the $178 for reasons unknown, I was overcharged a total of $253). I emailed all this to Clayton, asking him to review it and refund me what's rightfully mine. I have since not heard back from him, even after emailing asking for an update. So my next step was to just send in a complaint form to a generic Enterprise email. A guy, Kevin, did respond to me and was understanding and helpful. I did not go into as much detail with him about my calculations but did explain about being over charged. He did not ask much. He noticed I was already refunded $185, so he offered me a courtesy $50 for my troubles. This would have been great, yet I would have still been out of pocket by $18! Enterprise still owed me $68 for miscalculations on the taxes(as they gave refunded me $185 instead of $178, $68 this was they remaining difference), so giving me $50 "for my troubles" still did not even cover what I was overcharged. So I replied saying yes I would gladly accept his offer of $50 but I would actually like to be refunded my $68 also that was rightfully my money! He replied with "I refunded your $68 but now I cannot give you the courtesy $50" . Great, I finally got my money back that was rightfully mine, but I don't understand that one minute he can offer me compensation for my troubles but then when he refunded what was rightfully mine he can no longer give me compensation for all the trouble I just went through? Disaster of a company. I'm sure so many people are over charged and don't realize it. As a customer, we expect our charges and taxes to be calculated correctly and honestly. No one usually checks their receipts line by line, but they should start! I will gladly help anyone *for free* by looking at their receipts and calculating their taxes correctly if they feel they were not right! I finally got my refund after 3 weeks of emails to 3 different people, but to be offered compensation and then to be told they can no longer give it to me was a slap in the face. I was awarded ZERO compensation for all the trouble I just went through to get $253 back that I was overcharged with. Treat your customers right, Enterprise. You just lost 2 customers and I will definitely tell my story to as many people as possible.

I am getting service through my insurance company I have been disrespected I can't get a vehicle that I'm comfortable ini asked for a different vehicle yesterday I was told the would locate one for me by noon I was at the doors at 730 am opening so I was told noon no one called me back I came back to the same location the next morning the lot is full of vehicles and I'm told they are all reserved I requested a vehicle yesterday why am I not on the list for another vehicle this unprofessional I will be complaining to my insurance company about this as well I don't think they will appreciate that there costumers are being treated this way the staff is untruthful and rude they don't go through with what they say they will

I asked for a 15 passenger van a month in advanced online and booked it. They gave me a 12.(I had to use 2 lawn chairs on the back with the bags so everyone could fit). And was told just because I reserved it doesn't mean that's what I would get. And basically I'm welcome to look somewhere else. Now this is the day before our big family vacation. The service was totally mean, rude and a smart [censor]. Stuck with not choice and no last minute options. I drove from Hammond, IN to Cleveland, OH and the van broke down. Then after what seemed like 10 calls or more, to roadside assistance and customer service, they would hang up, or conveniently drop the calls, once they couldn't figure out what to do. I was twice told by Roadside Assistance, I would have to pay them, to come tow thier van. Another option was for me to drive it about an hour away to the nearest airport. The van would not drive over 5 miles per hour. Then was told by customer service that I could swap the van out. I called the airport. They only had one mini van and a car and thats all they could give us. We would now be separated and spilt into two vehicles. Which took away the purpose of a single 15 passenger to keep the family together. Additionally, now have to find another driver and pay gas for two cars. Plus both drivers had to use their credit cards. Adding two new charges, one per vehicle. Lets not forget the darn near $900 already spent and my card had a hold locked for the crappy van I was in. Enterprise stated that is the only way Cleveland Hopkins Enterprise will give me the cars, and there will be no swapping or even exchange. Hours later, and highly pissed off. I took it to AutoZone in a attempt to save our vacation with no help from enterprise. I had them look at it and search for a solution to fix this. I had to buy two large DEF fluid containers for Diesel engines. Simply because they did not service the van before they gave it to me. Once we reached Washington DC the front air condition went out.

Anita Wiltz
2145 Tanglewood Pl #1B
Hammond IN 46323
[protected] (Kevin)
[protected]@yahoo.com

On 7/05/17 I personally visited the enterprise rent a car office in Franklin NC 28734 and made a reservation to pick up a 15 passenger van on 7/17/17. The reservation number is 8c8kyw. A member of our group visited the office the 5 days before pickup to register as an additional driver, and was told everything was good. On Monday morning 7/17/17 I arrived at the office to pick up the van and begin our vacation trip, I was told that they didn't have a van to fulfill our reservation, the young man helping us called the manager (who was not at the office) to find information about the van, he was told that the van had been brought in late in the previous week and had body damage so it was taken to a body shop for repair. The manager had made no effort to procure another van for our reservation so consequently we were told it would be between noon and 2 pm before he could have a van there. We were forced to cancel our reservation and make other arrangements to transport our people on our trip.

In mid June of 2017, we received a rental from Enterprise in Aiea HI.

Our Suburban was in the auto body shop. Our 24 yr old daughter and our grand daughter, were here visiting at the time. When returning to the vehicle after dinner, we open the door and the van was infested with roaches, INFESTED! I have five children from the ages of 24 to 9 and a 3yr old grand daughter. The roaches were crawling all over the van inside and out.

There were so many roaches in the van that none of us wanted to get in, but we had to go home, it was late. We used news paper and tried to rid the van of what we could see. We all got in and my 14yr old son held all of the bags and purses, so the roaches would not get into any of our belongings. My daughter had to hold the 3yr old in her lap, because there were roaches in her carseat. My 9 and 10 yr old children would not sit completely in their seats, the roaches were all over.

Early the next morning we took the vehicle back to the Aiea location, and they were corporative, and exchanged the vehicle. While heading to the beach that same day, my children see roaches. So we head home and cancel our day, because the location was closed. Early the next morning, I contacted the location and they were closed. I then called customer service and explained the issue. The lady I spoke with instructed me to return the vehicle to the airport location. She further added, due to the fact we received two vehicles with roaches from the same store, it appeared to be a location issue.

Before going to the airport location I gave them a call as advised, I gave a brief to the young lady who handled the call. The airport location rep then abruptly put me on hold, stating that she needed to talk with her manager. She then returned to the call and informed me that they had no vehicles and could not help us, with zero consideration and total disregard for our plight. I asked to speak to her manager, she told me he was too busy and he would only say what she had already told me. I expressed to the young lady, this poses a safety issue as well as a rather large ticket. She concluded the call by saying, "Well I suggest you to take the van back where I got it."

Extremely irritated and completely appalled, I call customer service for the second time. I give the gentleman CS rep a breakdown of what all has transpired within the 15 mins from, my first call to customer service to the present call at that time. The gentleman was just as appalled as I and he dissects each problem individually. He first delivers my complaint to the general managers, second he makes a complaint of the roaches and third he advised me to call roadside. He suggested I call roadside because he did not have the ability to change cars.

As advised I called roadside assistance and again explain the same story. Naturally, the gentleman I spoke with, was not happy. He had no problem switching out the vehicle, he looked into the airport location and informed me that they had plenty of vans.

Upon entering the airport location, before my husband and I were confronted with more unprofessionalism. We walk in and all of the employees were in the back office lounging. As we were approaching the counter, a young lady comes out of the office and says "We don't have any cars tonight",
"We don't have nothing". My husband and I hadn't even got close to the counter, we hadn't even spoke. We proceed to the counter and tell the young lady why we were there, she continues to tell us they had nothing to give us.
Once able to get a word in, I let her know I had just spoken to roadside and roadside handled the transaction. She then leaves the counter, she returns with another female and the continue to tell us they can not help us. I ask the other lady to look it up, and hesitantly she pulls up our info. Without saying anything further to us, she walks back to the office. The first young lady we spoke with then returns and asks for the key to the van we were returning.
We give her the keys and she walks away, we are just standing at the counter waiting for further information or direction. Now a different female comes out of the office and says wait outside for someone to help you.

So now we are waiting outside, a different young lady pulls up in a different van. She exits the van and while walking away from my husband and I, she says, " you can check it out if you want". I say to the young lady I just don't want any roaches, she then replies all while still walking away from us,
" the van only has 170miles on it, its brand new". My husband and I were speechless, absolutely zero respect to us and they gave us a car that was over 60% downgraded...

The next morning I received a call from one of the general managers by the name of Charlie. I gave him a complete break down of what all took place in full detail. He said he was unhappy with the actions and he apologized for all of the mishaps. He told me that he would find a van with the same amenities as the one we had and if he could not find one he would get us an SUV. Two days went by and I get a call from Charlie and he tells me he was not able to find anything for us, and I never heard from him again.

So here we are...
We get a van with Roaches.
We take it back and get a second van with roaches.
I call costumer service and I try to take the van to a different location and we are refused.
I call customer service again and roadside assistance.
They make the change in the system, and the new location left a very bad taste in our mouthes.
We had visitors here for a short amount of time, and we lost most of that time due to transportation issues, that were completely absurd!
The employees of Enterprise Rent a car on the island of Oahu, were very unprofessional, rude, cold and condescending to me and my husband on any and all levels.
We were given one of the most disgusting, inhumane vehicles from a car rental business ever in our lives.
Not only was the vehicle inhumane, it posed a safety issue, due to the fact that if a roach were to crawl on the driver while driving, it could have caused a very bad accident. The roaches were crawling in my grand daughters carseat, so we had to hold her on our lap, if pulled over we would receive a large ticket. We lost one week and a weekend of our visit with our daughter and grand daughter, they were here for two weeks. My husband and I haven't seen out daughter in 5 years because we have been traveling the world due to my husbands service in the US Navy.
This issue with Enterprise Rent a Car took up most of our visit with our daughter, we missed reserved dinners, we lost money on a luau we were unable to attend. We took this issue no further than my calls to customer service.

Our claim now continues and our truck is once again in the shop on the same claim. Once again we need a rental car, we go to Enterprise rent a car Mapunapuna and again we are greeted with very cold service...
We enter the location unbeknownst to us about 20mins before closing and a young lady came to the counter. The first thing she said to us was, she had already shut down everything, but as she was saying that a male employee was finishing up with a customer. She pulls up the info in her system and she says, "All we have is compact cars". My husband tells her that we had a van prior to, and she then replies,
" if you want a van you will have to pay the difference." My husband informs her of the case, I add to the conversation that I had personally spoke to Charlie, and I retrieved his voicemail from my phone. She tells us,
"Theres not much he can do, He's the central manager."
"Plus hes on vacation." My husband then asks her if there was anything she could do for us and she then accuses him of being angry because she won't give us a free upgrade. I then told my husband we should leave, because I had enough of the disrespect and completely rude and unprofessional employees of Enterprise Rent a Car here on Oahu...
So once again we are at a major inconvenience, I have 4 kids and no vehicle...
With everything that has taken place from the beginning I would expect Enterprise to stay true to their "TOP BOX" commitment.
So far there has been nothin TOP BOX about anything my husband and I have experienced with Enterprise Rent a car.
At this point, my insurance company will be notified of the service and treatment and the condition of the vehicles that Enterprise Rent a car has provided to my family...
The sad part of it all is the Founder of this company served in the US Navy,
Im sure he would completely disappointed and dishearten to find out that a fellow service man also US Navy master chief and his family had such a horrific experience with his establishment.
At this point all I can do is hope that, things get better and costumers will be treated with value, I would not wish this for anyone...
Yelp enterprise rent a care in Hawaii, theres plenty...

was assigned by Nationwide auto insurance to provide me a rental car, I called the Oxnard branch to set me for pickup and they said yes will pick you up at 5:30pm I waiting but before 6pm I gave them a call and they are busy and told me they will send somebody to pick me up but, after 6pm I ask my wife to take me to the office branch to see what's going on, when we got there I waited to finished up with the other costumers. Then I talked to manager he said he sent somebody but can't find my house, and they said they called me but, never did my wife and daughter was waiting at home 5:30pm from the time they promise till after 6pm. Ask the how much more time to wait he 10 to 15 minutes that's almost 6:30pm so I decided to leave because they made mad about the all promise made. The next day I called again and talk to lady and said she will ask the manager to give me a call back and never did so, called again to talk to the manager and he told me that I'm not going to get me a rental car from them anymore for he's declining me to access renting a car from the Enterprise rental car anymore then I hung up the phone because he made me pissed off. So, I called the other branch in port Hueneme branch to get me a rental car they said I won't be able to rent a car from the because the manager from Oxnard branch told them not to give me access to rent a car too, what in the whole world to deal this kind of place, do we still have to do business with this kind of company? I encourage you all to avoid this rental car put them out of business

july 14, 2017 I tried to rent a enterprise car and the first swipe of my card they said it was declined. I know that should not happened.He tried two more times and he said it was declined. I left and found out that the card was NOT declined the very first try and over $800 was taken from me. I told them and thought i was lying so i called the bank on speaker and the bank did tell them that they did charge over $800 and it was not declined. And he was told that it was enterprise that needs to take the hold off my card to return my money. Enterprise still insists that it's my bank that is the problem and its not. And all three times that they swiped my card it was a different total. That is a lot of money to me and I need it now. I still have not heard from them, and dont know what to do.

I rented a vehicle in Nice, France. On return, the agent indicated apparent damage to the vehicle with zero evidence of said damage. The agent inspected the car for about 10 minutes with the light on his cell phone trying to find something. It was probably one of the most humiliating experience I have ever had. I felt like being mugged and you have no control over the process. Being in a foreign contry and a flight to catch I decided to wait for the final invoice. Needless to say, I had to request the invoice on the Enterprise Website which was received a several days later in French.

Today at 530 My husband and I left work and went to the closest location to pick up a rental car due to an accident. Car was in the body shop. While we were talking to the young man name Rincy about renting a car. Dawnisha was arguing with a customer and extremely loud I couldn't even hear him. My husband and I asked him if they had a rental available at the tier that the insurance co approved and they did not. We asked when and where else we could get one available and while he was trying to speak she starts talking over us and the other rep. Loudly again explaining herself but had no resolution and did not offer customer service whatsoever. I asked her if she could call another location and she made me call and continued arguing with my husband. At that point my husband asked her to stop treating us the way she was and not take out anything on us from the previous customer. She did NOTHING to help us resolve pur concerns.

I put a deposit down on a truck that I saw on the enterprise website. The truck was at an Enterprise car sales near Atlanta, GA. Terrance told me that he needed a deposit of $546, so I let him put it on my Discover Card. The truck was brought to Glen Carbon, IL. When we went to look at the truck at Enterprise Car Sales department in Glen Carbon, IL, we decided not to buy it. It did not meet our expectations and would not work for us. Now he tells me that my deposit is non-refundable. He did not tell me up front that my deposit was non-refundable or I would not have made the deposit. I have looked for the truck online, but seems to have been sold. I had told him in an earlier e-mail that we were sorry for the inconvenience and hope that they could sell the truck to another buyer. Now this is what I feel that's unfair about all of this. The truck has apparently been sold and they will not return our deposit. Why should I loose my deposit when they were able to sell the truck to someone else? I hope that we can get our deposit back.
Thank you,
Larry C Duvall
1258 Patriot Road
Centralia, IL 62801
[protected]
duvall.[protected]@gmail.com

I rented a car in Montebello branch in Los Angeles from July 3 to July 5th 2017.
There was a hold of 233$ on my credit card. I returned the car and closed case in the morning of July 5th. I got charged 53.70$ again. However I never got my 233$ back. Manager said it will be a hold, but the money was deducted from my bank account at the time of me taking a car from them. I called today and got an answer that it's a problem with bank. This is not my first time renting a car and every time holds on my bank account were released instantly prior to my returnings.
Unfortunately I read a lot of complaints about this company holding customers' money only today, when this problem happened to me.
I'm a tourist and I started to think that my money is now lost =(

Hello! A couple of months ago, I rented a car from National. It was the Jersey City, NJ 07302 branch. After I returned the car, they assumed without consulting me that some damage was done to the car. They charged me the $250 deposit without notifying me. I called a week later and they told me they found a few scratches that I didn't do. I disputed the decision and proved I didn't do the damage. It's been two months and no one contacted me about the refund of the $250 deposit. I called around 15 times the Damage Recovery Unit and the Jersey City branch and no one cooperated. They said they will contact me and they didn't not evan once. They said they will solve the issue and no progress was made despite my phone calls and e-mails. I have al the phone conversations recorded and available for you if you want them for documentation. Almost 3 weeks ago, they said they will refund the money within 10 business days. They didn't. Yesterday I called again and they said they are in progress of writing a check. I cannot accept a check for two reasons: first of all, I don't situate at the same adress anymore, Im not evan in the USA; second of all, in my country they charge me around $100 to cash any foreign checks. I need the money back into my bank account. The damage recovery unit forwarded me back to the New Jersey branch so they can send back the money. I spoke to Giovany Martinez who said a manager will call me to solve the problem. Of course no one called me. I called back, Martinez gave me the number to the manager (Mike), I explained the case for the 20'th time and he said he will do some research and get back to me trough e-mail. He didn't.
I did nothing wrong, I respected the contract and I was charged for nothing. I shouldn't strugle so much to get my money back, as thei took it in a second from my debit card.
Try to understand that $250 in Romania is 3 weeks pay. It's a lot for me. I cannot let this go and I will present my case up to the Enterprise management and USA Authorities to get back my hard earned money.

In my years of using "enterprise", I have never been left so speechless and dissatisfied by an organization. I rented a “Ford Focus” at the 44 Westchester Ave location on 6/22/2017, picked up the car around 8 am that morning.

On 6/23/2017, two tires on the car blew out; leaving me stuck in Nyack with my 14-year-old son and my 16-year-old niece until 1:30 am in the morning. I contacted the Roadside assistance crew at 10 pm no later when the tires blew. They communicated that all local rental dealers were closed so they would need to contact Westchester airport to see if they could get a car out to me. I went ahead as well and contacted the airport and spoke to "Clair C" who went above and beyond her called of duty and stayed passed her scheduled work time until 1:34 am trying to get us a car to our location. In a period of one hour, I spoke to 6 different dispatchers with no end results. It was one run around to the next; the lack of communication was endless. It was beyond pathetic that the tow truck never showed up and put not only our lives in danger but also an "enterprise" worker. At one point the dispatchers communicated that the tow truck was on location at the airport, I heard Clair even asked others to go outside and check if there was a tow truck anywhere on the site, this young lady had me on the phone checking, that truck was nowhere in site. He never showed up, so not only was he not there, he lied to the dispatchers. How pathetic!

I tend to teach my children this motto "the name, meaning... the last name they carry is borrowed...when they leave our house and does anything to put their character and integrity at risk...that's not only a reflection on them but the family name. Well, the same goes for enterprise... any 3rd party vendors you hired to represent your brand and your organization, they are a reflection on you.

It is important those representing your organization, speaks volume to your brand, your name! Michael Gonzales did an amazing job on Saturday to get us another car and Jean Carlos Martinez but that still it put us way behind our schedule. It caused me to missed my flight on Saturday, had to pay extra for a night to stay in JFK and didn't make back to Arizona until Sunday at 11 pm. This entire ordeal was beyond stressful and pathetic and I hope and prayed no one else would have to endure this much pain. I am contacting Pam Nicholson as well because she needs to know and understand that her bottom line people are not doing what they should be doing to uphold the brand and name of the organization. That's a reflection on her if she does nothing.

It’s very unfortunate this situation leaves me with such displeasure I would never use enterprise service and or recommend your service to anyone.