Enterprise Rent-A-Car

I rented a vehicle for a one-way travel, and was informed that the drop off fee was steep because they might not be able to use the vehicle type (a pickup truck) at the other location. I assured them that it was a country area and trucks were highly popular, so the manager, Dominique, discounted the horrendous drop-off fee slightly. When I arrived at the destination to drop off the truck in another area, a very nice manager tried to help. She had the truck already rented (so the family owned Enterprise of Tampa, FL, didn't lose an hour off the vehicle's one-way trip). She gave me a great deal on a small car for the rest of my stay, and I proceeded to call the West Palm Beach manager, Dominique, regarding the high fee. She suddenly became extremely rude, and even called me a child (I was brought up to respect my elders, and to respect customers!) because I disagreed with her. I called Enterprise's supposed main number, and her area manager called me to discuss the issue, and he repeated himself four times (after I told him I was clear on the subject of drop-off fees, but he seemed determine to keep repeating his mantra). I asked to speak to his boss, but he wouldn't give out the guy's information. He dropped the fee a little more, and when I asked about her rude behavior and comments, he only replied that he'd talk to her. I assured him several times (as that was his second "mantra") that his talking to her did not do a thing for me as a customer. I had worked with Enterprise in the past at this location (a different manager, obviously) and had had superior service. I have since contacted another area manager, leaving a message that I would like to escalate this to a higher level, so that others do not have to deal with an insolent woman who somehow managed to become a branch manager with rude manners. The second manager did not close out my bill, so that I could address the issue with a regional or higher manager, but the local manager closed it out, and still has not sent me a copy of the bill for verification of the proposed "discount" for bad behavior (which was not adequate).

I drove all the way from Irmo, SC to downtown Columbia to rent a cargo van from Enterprise. When they ran my drivers license I was informed that they would not rent me a vehicle because of an outstanding balance from 2008. I was handed a sheet of paper documenting the outstanding debt with a phone number to call and a notation at the bottom of the form stating that they were sending this account to collections. The only time I had driven an Enterprise car was when I had been in a car accident (not my fault) and State Farm set up a rental car for me while my car was being repaired. I asked if my parents could rent the car and was informed they would not rent to any member of my family as a result of this. I immediately called the Enterprise accounting department where I was told that Enterprise FAILED to document an insurance payment they had received from my insurance company. This claim was from over 6 years ago! I never received any claims from Enterprise regarding this issue. This completely ruined my plans as I am currently in the process of relocating to another city. So next time you want to rent from Enterprise, even if they have cheaper prices, is it worth it because 6 years down the road you may find yourself with a bad credit report from THEIR faulty and horrible accounting errors! I called corporate office to complain and told them I felt they should comp me in some form and I was told "I don't understand why you feel like you need to be comped?" Not only did this ruin the plans I had for today, I now am extremely concerned that they may have ruined my credit when I own no fault in this what so ever! Never will do business with this company again!

Had to have rental due to fact drunk driver hitting my car! Day one through today has a been a hassle the whole way! Returned car in perfect condition with gas at what it was when picked up! MY deposit was a money order due to not wanting issues with my card! First lady said i should recieve by friday the 25th. Second lady said call back if not recieved by wed the 30th! Called back again lady says "we understand your frustration" oh so they did this to you too? Said corporate will contact me within 72 hrs?! Seriously this place is a joke!

Good Morning, I reserved a rental via Hotwire.com (Reservation#[protected]) to rent a car from 1:00 August 27 to Noon August 30th. When I got there they where going to charge me an extra rate for coming early to pick up the car so I decided to wait till 1:00 to pick it up. I just found out that one of your representatives placed an charge on my Credit Card and even if they cancelled it the Authorization was never cancelled. I spoke with my Credit Card company today and they explained to the Enterprise location where I got my car from would have to call them with the authorization number and they would clear the Pending Authorization number for me today.

I then called the Enterprise Rental Car Location at the Milwaukee Airport [protected] and spoke with the Manager Nicole to help me out to take care of the issue. I explained to Nicole what the Rep from the credit card place said they would need to do. This is when everything turned wrong. This manager was so rude and dismissive to me it was almost comical. She stated that she couldn't look up the cancelled Authorization number. That she didn't have time to call the credit card company right now and before I could explain to her that she could do a conf call because She would have to call from HER phone she hung up the line. I immediately called her back and asked her why she hung up and she again said she was too busy to deal with the situation. I asked her if she could hold the line I would conference her with my Credit Card Company and when I finally got them on the line the Credit Card rep advised her that SHE would need to contact them Directly..That if she didn't have the information she would be able to retrieve it by calling the Merchant Services number. The Manager again was rude to her and said that she was really busy and couldn't promise when she would get to doing it and hung up the phone.

As you can imagine I am totally frustrated number 1 because there isn't anyone else I can call that can take care of this issue and I have to rely on a person from your company that will probably not do it in the first place. Please if someone could contact me at [protected] and let me know if there is another way to fix this issue I would appreciate it. I rent from you guys all the time but customer service like this make me want to REALLY run to your competitors and never look back!

Cullen Ali Carey

My issue appears to be similar to one of the last posts.
There seems to be a worldwide pattern at Enterprise with the distinct difference that I was treated extremely rude at the counter and my complaints were initially ignored. Only after I showed no signs of taking this lying down the manager stepped in and patronised me and shifted the blame to ALAMO!
This has gone way beyound the initial issue of weather or not they stole my money - it is about their rudeness and that in capitol letters! Please let me explain:

This is what the manager wrote to me (after initial complaint):

Dear Mr. Cosgrave,

First let me explain Enterprise in Germany is not a Franchise, so my colleague in France told you wrong things.

Second Alamo is an Enterprise brand as well as National, so all these three belong together, this is one company.

My colleague asked you if you want a full coverage for the car and you signed for it otherwise you would have a coverage of 1000€ in case of any damge or scratch.

What went wrong is that Alamo didn´t tell you that there is an airport fee, therefore we have the price difference between 106 and 126€. We will send you this money back today.

Sincerely

Katharina Fritsch
Filialleiterin - Branch Manger

My response (explaining again what happened):

Dear Ms Fritsch,
First, Frau Fritsch, don't be so patronising to me! What you did was wrong, I was treated rude, money has been taken out of my account incorrectly and I was given given false information! no matter which way you look at it.

Have you been reading any of my emails? Have you ever read your Enterprise Holdings website? Please let me quote from it:  

...TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...

I don't care if Enterprise is a franchise or not neither do I care what people are saying. What I do care about is how rude I was treated at YOUR branch both times on pick up of the car and at return of the car, that money was taken out of my account wrongly and that my emails to your office were only returned after I pushed again and again. And now you start patronising me on top of it, way to go!

If this is how you treat customers at your branch I will certainly not take it!

Have you ever read your Enterprise Holdings website? Here is what the website says about  customer service (and they do not exclude your branch!):  

TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...
• I waited at your counter for 30 min while Frau K. was in the back office (she did not come back from serving a customer at the depot, she came out of the back office!)
• My money was taken incorrectly
• When returning the car I went to the counter with all the paperwork only to be told that the depot had not ticked the right box and he had to go back and check the car. On my protest that I will miss my train your employee said "They (the depot) are a different setup, so it's not our fault." Consequently I missed my train! Well who's fault was it then?

...TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...

Enterprise has $250. 00 of my money that was an insurance reimbursement, allstate insurance was paying for the rental due to the car that smacked me in the rear - end of my car was insured with allstate, "it's been 3 weeks still nothing & remind you they said no more than 10 days you will get your deposit back, i called & now i find out i'm only getting half of my deposit back due to my mechanic taking 2 days more to fix my car, still no refund & on the phone they give me "the run around - nothing but bull - - - shiittt"

We booked via EconomyCarRentals.com the car Suzuki Alto with automatic gear from 10 July to 22 July, 2015 in Sofia (the capital of Bulgaria). However, as we arrived to the desk of Enterprise Rent a Car it became clear that they received the order for a manual gear instead of automatic. We asked to replaced it by another car with automatic gear, but they said that they didn't have any. This incident forced us to search for another company in order to find another car with automatic gear.
After the long email conversations with EconomyCarRentals during 1 month we never get our refund !
Do NOT use EconomyCarRentals.com!

Enterprise Rent A Car has not returned my deposit after 10 Weeks! May 11th I rented a car one way from Daytona to Ft Lauderdale in order to pick up a new car for my wife at a Mercedes Dealership. I drove directly to the dealership and the car was returned to Enterprise next door. By the 14th I had not received my deposit in my account so I called the Enterprise office where I rented the car and then they informed me there was damage to the vehicle and wanted my insurance info to make a claim. I refused and told them I drove the car directly to the dealership and there was no damage. The agent threatened me that I would be placed on their "No Rent List"... I asked for proof of the damage from both this local office and through corporate. Its now July 21st and I have received no proof of damage or my deposit. This a common complaint - I would be extremely cautious before renting a car from this company.

Recently received a letter about my rental car not paying tolls on the NY state thruway. Apparently I was charged the length of the thruway. BUT I go on at exit 18!in New Paltz (exited a few later)not even the start of it and PAID all my tolls. Called the citations department very frustrated. The rep could not even explain the toll charges. Didn't have an explanation or breakdown of the. Charges. She was to refer me to the tolls dept. really? If you are the citations dept and dealing a lot with tolls it apparently being paid wouldn't you have this info to provide callers. Besides this is truly unbelievable. EZpass is notorious for errors and so is this enterprise citation letter that I did not pay tolls! Shame on you. So frustrated. I used to love enterprise. Not so much love anymore!

Sent me a notice that I owed $39.00 parking ticket that they paid and they added a fee of $13.00 processing fee. Total due $52.00 Only problem is that I did not have the car at that time. It stated that my contract ended at 04/01/15 9:05 AM. The parking ticket was at 04/01/15 12:39 PM. So are they just milking me or do they not read or understand time. I was not under contract at that time and had returned the car at 9:05 AM. to my jaguar service dept. which called and had the Enterprise rep pick it up. They must have parked it in the street. It's their ticket!

Made a reservation through Priceline.com for a Premium Rental Car at Enterprise in Hendersonville for a family trip to Florida. Knowing that we are going for a week and needing plenty of cargo and cabin room we opted for a premium vehicle. When we arrived at the agency they first tried to place us in a Hyundai Accent! We own a 2011 Hyundai Elantra that we are very dissatisfied with and chose to rent a car to feel more secure on the road and to keep the miles off of our car that already has over 110000 miles on it. I told the agent that we reserved a PREMIUM car and she very rudely told me that it was premium and that I would like it. That it had XM radio and would be comfortable. Well, the XM radio gets 1 channel, the trunk doesn't have enough space for our luggage and cooler, and I KNOW that a Sonata is NOT a premium car. I am very angry that the agent was so apathetic and unaccompdating. This will certainly be the very last time I rent with Enterprise.

I have been a regular renter of Enterprise rental car on all my vacations in Canada (where I come from). However, I had rented an enterprise car in February, 2014 at the Florida Davenport location in Orlando, and I have been getting unaccounted for charges for enterprise for tolls which starts with "ENTERPRISE CAR TOLLS" in the credit card statement. We had paid all the tolls by CASH and didnt pass through ANY electronic toll plaza. There was one toll location which charged $1.50 and we paid the amount in cash and went through. It looked like we needed to pay the $1 in coin rather than a note, and paid $1 as note .50 + $.50 as coins, but still got charged toll by the state and rental?! In effect, we paid more than $2 as change and got charged toll fine, is what I think. Since we never get any confirmation or reason for these toll charges, it is all a black box which simply charges unsuspecting customers.
Now, for the past 2 months I have been getting charges of an initial $12.50 (in March), followed by a $4.90 (on April 14th). You CAN NEVER get hold of a person at the TOLL contact number to answer your questions! These sneaky charges are unbelievable and customers should know the exact reason for the charges! I need receipts for these charges, and need to know the reason and when this UNFAIR CHARGES WILL STOP? Why does it keep coming every month?!
All tolls we duly paid, and we still got charged by enterprise.

We also filled the tank in full for a 3/4th tank return, and in Canada, enterprise usually gives credit for the next rental in terms of fuel. We were also told by the enterprise official at the pick up location in Florida, that we can call the office and get a credit for the next journey, but the office tells us that I was misinformed!

This is the worst service I have EVER EXPERIENCED, and I would never recommend enterprise to friends travelling to US from canada.

We had an accident in my car, so our insurance company rented us a car from enterprise. When we received the car it was still dirty with white sand & tabacco spit down the passenger side door. The person information was still in the car. They just didn't take time to clean car before they rented to us. Then when they receive it back they accused us of scratches and damaging bumper. We did not drive the car everyday. We informed them of the unclean car & they did not have another one in. We didn't wash the car so they could see how it was rented. They filed on our insurance & we refuse to pay the rest & disputed the damages in writing & over phone. They are still trying to get money for something we didn't do. Had they taken time to clean the car they would have seen the damages were not our fault . The white sand was an indication the car had been driven along coast line. It was a black terrain with 3 seats. The scratches were suppose to be on bumper which was plastic & we never saw!

I got a letter that there was a toll violation during my rental period and I had to pay a toll charge plus administrative fee. I have an iPass and have charges from other toll booths during the day. It's possible that one of the booths failed to register my iPass device. I explained this to the customer rep, but she didn't care. I was told to be more proactive and check regularly if any tolls were missed. Really ?

Since there was no real reason for her to provide any "customer service", I had to pay up. Even the judicial system works by the principal of "Innocent until proven guilty".

I rented two cars for two months from Enterprise after a tree fell on both my new cars. Two months after the rental ended I noticed a charge on my credit card. After calling the local branch, they said it was a parking ticket. I called the court and the ticket was issued prior to my rental period. I emailed the information to Trisha L. Sweeney from Enterprise but have not heard anything back. She said a manager would have to approve or deny my claim. I received no notice from Enterprise about any ticket. They just charged my card. This is a horrible business practice and has consumed a lot of my time.

I had an accident and had to rent a car one way to return home. I picked my rental up in the morning and with the car freshly washed still covered on water droplets with the sun just coming up above the trees behind the facility, 8:30am. I drove the car for one day, from Orangeburg to work then home and then drop off to Enterprise. When I went to return it the attendant found a small ding in the left front panel which I had not noticed. He then informs me they will need to charge for damages. I told him the damage had to be preexisting. Based on the conditions when I picked it up, it would not be reasonable for me to find thing ding prior to renting it. There is absolutely no way I caused the damage, but Enterprise charged my card and filed a claim with my insurance. This damage was preexisting and is in no way my fault, but I am getting charged for it. I travel for business quite a bit and have rented hundreds of cars and have never incurred any charges due to vehicle damage. To say the least, if I do not get this resolved, I will never rent another car from Enterprise.