Enterprise Rent-A-Car
Reviews and Complaints

I am another person who was scammed by Enterprise Rental. When my car was damaged by a deer jumping in the middle of the road as my car was approaching, I was forced to go to the only "game in town", Enterprise Rental for a loaner. The salesman walked me around the rental unit prior to taking possesion and explained that any dent, ding, chip or crack was to be noted on my rental sheet. He pointed out a small dent, and I pointed out some scatches and made sure he noted them on my sales sheet. I had the car 3 days and only used it to drive back and forth to work those 3 days. Work is only 8 miles from my home. I returned the car, picked up my car at the repair center and went to work. Within about 3 hours, I got a call from Enterprise stating that they would be submitting a bill for damage to my insurance company. I FREAKED! I called the repair shop where I had been instructed by Enterprise to leave the rental unit, asked them what had happened, and they assured me that the car was fine when Enterprise picked it up. I had to leave work and go directly to the Enterprise office. Needless to say, things when down hill from there! I DID loose my composure and admit to dropping some 4 letter words, but I was going to be damned if I was going to let them push me around. I had to wait to find the saleman I spoke to originally. He had been hiding in a back room when he saw me pull in. I waited him out and had HIM show me exactly what damage they were going to bill my insurance for. Believe it or not...they tried to say that the undercarraige had been scapped and scratched and that was what the damage was. I explained that I knew my rights and that neither the salesman nor I had inspected the underside of the rental and therefore they could NOT bill me for any percieved damages. I explained to them that if they persued it, I would be forced to contact my attorney. They dropped the claim but I want to WARN people...if in any way possible...do NOT deal with these jerks!

Beware! Beware! Before you leave the enterprise lot, make sure that you know how much your paying for the optional damage waiver (Dw) and personal accident insurance (Pai). The cost of this is usually about $3/day and enterprise employees will normally package that together with the damage waiver.in other words, theyll tell you that the damage waiver is $14.99/day instead of $11.99/day.

What happened to me is that they did not have the available car that I ordered (Compact), so I was given a truck. Now why should I pay for additional charge for the optional waiver because it is a truck. I do not think it is my fault that they do not have the available vehicle that I wanted. To me it is a bs big time.

Normally, I would not be motivated enough to create a blog. But my request to obtain a simple itemized bill from Enterprise was so comically difficult that I decided to post the company emails on a blog.

If you thought AOL was notorious for its bad customer service then take a look at my blog:

http://cataclysmicidiocy.blogspot.com

I rented a very small, inexpensive Hyundai last fall from Tenafly, NJ. I used the car to drive to Pa and paid an additional $100 to drop it off in Pa. as I was purchasing a new car from a dealer there and was driving my new car home. The entire experience was unbelievable. I called ahead to reserve a car. I arrived at the office at 5:30 p. m It was completely dark out. They were very busy. I wasn't looked after until after closing at 6:10 p, m. The staff was rushing to leave with their coats on. They brought one car to the front, decided it was "too" damaged and said I'd have to pay for damages at the other end. So they brought out a second car and rushed me into that. I could not inspect it in the dark and they spent all of five seconds on it in order to close for the day. The car was parked in my driveway until I went to Pa. I did not touch the car or have any kind of accident in it, big or small. I returned the car at 6:30 p. m in Pa and used the key drop. Two months later I received a bill for $2300 is damages to this car. I am outraged. I have instructed my insurance company not to open a file on this bogus, baseless, fraudulent claim. According to the report there were two crash impacts to the car. They claimed it needed a new bumper, back door and front door panels and roof damage. I didn't touch a thing with that car. Clearly Enterprise needs a new system for assessing their vehicles. The car I returned was in exactly the same condition I received it in. I even topped up the gas tank. There must be prior records on that car from previos rentals yet they don't look at them. I am furious and will tell everyone I know never to rent from them. I am turning this over for an insurance investigation. I will not pay a cent or have my perfect driving record blemished by this scam. It's an absolute disgrace.

I was hit bad with this scam just recently. Enterprise gave me a rental in the middle of a snow storm. The car was out back covered in a foot of snow. It was driven around to the front of the building and then the windows were cleared off for me. My father who gave me a ride commented on the lousy job that was done. Also no "walk around" to inspect for damages were done. Never renting a car before, I made my way through the heavy snow and got inside and drove home. The vehicle stayed in my driveway the entire time I rented the vehicle (not needing to use it). Mileage proves this. I noticed after clearing the snow off to return it that there was a minor dent to the drivers rear door. I am now being held responsible for the damage to this vehicle that I did not do. I feel as though I am being scammed for the dent that was originally there. I am disputing the claim and will do everything in my power to win this dispute. Of course anyone I need to speak with is on vacation. I will never rent a car from enterprise again and I will never get a rental without doing a full bumper to bumper inspection. Enterprise is real cool for taking advantage of a 24yr old female. Plus how the heck would I have noticed the dent with all the snow & ice covering the car. Jerks. Stay away!

I recently did a 15 day rental in Frankfurt, Germany (Offenbach) at Enterprise Rental and did not have a good experience - hidden charges I wasn't prepared for, faulty windshield wipers in the winter (which was just dangerous!).

Ultimately, I was denied returning the car because I showed up at 12:15pm but the they close on Saturdays at 12pm (even though I called them at 11am to say we would be close). I was charged two days of rental to return the car on Monday morning (plus had to change my flight to return the car on the Monday). I didn't realize at the time they have no facility for 24 hour return - which is insane for a rental car company.

Europcar offers 24 hours service and I've since heard they and other companies are much better.

Stay away from Enterprise.

I booked a car from Enterprise.com for long new year weekend. I went to Perimeter loop road Dublin branch to get the car. This is not the first time I am getting the car from enterprise. Before this incident I got the car from them 6-7 times. Everytime I take the car, my car insurance (Geico) and my citi visa credit card takes care about the rental insurance (liability). I did this thing many times.
Now when I went to this branch, they didnt greeted me properly. They were very rude. They were forcing me to take their insurance. I told them that eveytime in past my credit card and geico takes care about the insurance.in past I made Enterprise employees to speak with geico/credit card regarding insurance. And every time I was in good shape and was able to rent a car from sawmill, dublin, oh branch and N high street columbus, oh branch.
So I thought probably it depends on branch to approve insurance other than eneterprise. I asked sawmill branch contact no. I booked the car.

After leaving from perimeter loop road branch, the manager talked to sawmill branch employee and told him to not give a car to me without taking insurance from enterprise.

I dont understand. I took car from sawmill branch many times having insurance which is covered by Credit card/geico. And suddenly now they were behaving very rudely. Unfortunately, I went to the trip on my personal car..

Behaviour of staff at perimeter loop road branch was very rude and those people call to sawmill branch to not give me a car without enterprise insurance, though my credit card and geico was covering it.

I worked for Enterprise Rent-a-Car for three years (also crooks) and one of their airport shuttle buses took the entire side of my BMW off while it was parked. Enterprise took it to Maaco behind my back and had Maaco repair it. When I got the car back, my driver's side map pocket kept filling with water (2-3 inches) every time it rained! I have a convertible, so they tried to blame it on my top! I told them the car has 28, 000 miles on it and the top wasn't leaking before it went there! I must be dumb b/c I'm a female, I suppose! They told me to bring it back and I did. They had the car for A WEEK!... couldn't figure it out! I picked up my car again. Now, not only was my car still filling with water, but the driver's door didn't even shut right! It's misaligned and it takes 300 lbs of force to open it! I was the one who had to call BMW and find out that there is a part that directs water down the door and out the bottom holes in the door. I called Maaco back and told them to come back and pick up the car and check to see if they actually replaced the piece in the door that directs the water down. OF COURSE THEY DIDN'T!... but the FEMALE had to tell them that! So, they finally fixed the seal in the door panel, after driving my car and having my leg wet a dozen times by the water in the door! Now, the door still doesn't shut right! They are atrocious! I WOULD NOT RECOMMEND ANYONE GO THERE!

If you are offered the opportunity to be picked - up at the body repair shop by Enterprise, think twice or decline the offer. Enterprise strongly encourages ALL of its employees into "upgrading" insurance customers above and beyond over what the customer/insurance company is willing to pay. They can have 5 small cars and 1 SUV, and they will lie and tell you that those 5 small cars need LOFR (code: oil change) or that they are not safe, need cleaning, they'll tell you whatever it takes to get you into the SUV to ensure that you'll drive away in an SUV you probably didn't want to in the first place. Buyers beware. The other practice, if you're African-American, Black, Latino, Female, or a Foreigner... let’s just say non-white... you will get reamed at the counter if you don't have a reservation and the there have been instances where if you do walk in with a printed reservation and the rate is less than $19.00 it will be dishonored - excuse: "Oh that car was rented earlier, but for a $5 upgrade we can get you into a Chevy Cobalt (Same Car)" Oh and lastly let’s talk about the weekend special. On weekends ERAC will raise the rate on a vehicle (Economy size-car up to Full size Car) so when they discount 50% of the rate it will be around the same price you would have paid anyway throughout the week. The whole purpose for this discount is to get cars off the lot so they don't sit there on Sunday not generating income... it has nothing to do with saving the customer anything. I can tell you about old women in their 80's being taken advantage off and being charged $79.99/day plus $38.00 worth of additional coverage for a Dodge Charger, normally a $49.99 or less vehicle. When you bring these points up to management, they just shrug it off and tell you that you're selling value to your customer and that you tell them what they want to drive. The VP for this group is Donnel Henry @[protected]. If you have any concerns about ERAC direct them to him, he should be able to get you resolution.

Hello,

First I like to say I have not seen a company that just does not give a care in the world about the consumer than Enterprise rental car My first complaint is, I set this reservation up on the internet. the time of pick up would be at 3:00 pm, by there time stamp on the contract I arrived at 2:58 pm. The time of drop off I put in would be at 3:30 pm. Bear in mind this is also what is stated in the contract agreement. As I arrived at the airport to drop the car off. Enterprise employee came over to inspect the car for damages (No damages) then she sits in the car to get the millage. When she comes out of the car she looks at me and said, she smells cigarette smoke I told her the person in the back seat lit a cigarette, my colleague along myself told him this was a non smoking Vehicle, he immediately put it out. She leaves and comes back with her manager she sits in the car and says the same. looks at me without hesitating you have to pay a cleaning fee of $100.00. I was shocked I told her I rent from Enterprise in Woburn Massachusettes abundance of times never had this problem check the record on the computer she refused to listen to me I asked for her full name she refused to give it to me (she is the manager) I have no say what so ever. She comes back to me with the new rental price that I owed. it started at $204.50 now I oweed $342.31. Remember that time 2:58pm well she state I pick the car up earlier than 3:00pm and after arguing with her for fortyfive minutes at the drop off at which time it becomes 4:30pm she charges me 2hrs more even though it would be 1hr over the original time. This has put a bitter taste in my mouth with this company I WILL NEVER USE ENTERPRISE AS MY SUBSTITUTE TRANSPORTATION AGAIN. Owe I tried to speak to corporate about this I get reffered back to this manager.

I had an accident and had my vehicle towed to a combination Advance Collision Repair/Enterprise Care Rental. USAgengies paid only $15.00/day and I had to pay the remainder. I somehow had the impression that my portion was to be about $18.00/day. I'm not really sure what to say other than I'm not sure about what the car really cost me. Initially, I was given a Ford Edge, a decent vehicle, but not good on gas mileage. It was really dirty and the seats stained. Imagine, only about 33, 000 miles. When I went to pay additional money, a young man gave me a lower price and my cost would be about $11.00/day. A few days later, the girl called me and said that Enterprise was pulling this car from the fleet, so I returned it and was provided with a Kia at the same cost that the young man charged me for the Ford. It also was very dirty! I went over the 30 days that the insurance company would allow and as it was the Labor Day Weekend, I kept the vehicle so I could do laundry and grocery shopping (no one to assist me). When I did turn the car in, I never received a receipt for the period I had the two vehicles showing the insurance portion and my portion. I really feel I was overcharged. The young man I mentioned had given me a receipt only for the deposits that I had given them. My money seemed to have been consumed very quickly. The company has no printed information regarding their prices. It seems like they just make them up as they go.

My vehicle still wasn't repaired yet. That's another complaint but with USAgencies. So, I went without a car and walked to work and was able to get one or two co-workers to assit me. When I had to go to New Orleans to see a surgeon for a procedure, I rented another vehicle from Enterprise. I gave them a $300 deposit and had the car for six days. I've looked at the paper and I truly believe I was over charged as when I returned the vehicle, I was credited only $8.62. The car was a PT Cruiser. You guessed it! It was filty!

Well, I certainly hope the younger folks today learn how to not have these companies take advantage of them. There are a lot of millionaires in America, but I'm not one of them!

Apparently, Enterprise knows little about infection control and does not ever clean and sanitize their vehicles between renters. That's really a shame to rent such filty vehicles. I'm a nurse and very aware of the infections passed from one person to another. MRSA (Methicillin-resistant Staphylococcus aureus) is everywhere in the community. Enterprise, as well as all car rental companies should become more aware of cleanliness of their vehicles and infection control. After all FLU SEASON IS HERE!

In August I had an uninsured driver damage two of my vehicles in front of my house while we were sleeping. I filed claim with my insurance company next day and was advised to take it to their concierge repair service as it had lifetime warranty and free loaner vehicle from an onsite Enterprise rent a car.

I arrived just minutes before closing time and the onsite rental agent was anxious to get me out of there. I had a choice between a tiny Kia or a tiny Chevy Cobalt (Black). He did the paperwork, and I signed and then he opened the door for me and I got in (and it was dirty like it had just been returned). I hopped in and my wife drove off and I followed in the loaner car.

I noticed the next day or so that the car's lighter and accesory power outlet did not function and decided to take it back to the rental place to swap it. Also, it was not the standard size vehicle I was alloted by my insurance company. When I went to swap it, the check in agent noticed some hail dings on the car and advised me that he was obligated to write this up or he could get in trouble. I told him that was fine but that
it had not rained or hailed in my area for the 3-4 days I had the vehicle. He said he knew that and he wrote the paperwork up. I signed it but also wrote on the papers that the damage was not during the few days I had it as it had not rained or hailed in my area. He said that the original agent was probably going to be written up for not going over the car with me on a walk a round.

Two weeks later I receive a letter from Enterprise damage recovery unit saying they had not received information from my insurance company regarding a claim to fix the damage. I replied to the number listed and told them they would not get anything from my insurance company as I had not done anything to the vehicle. The adviser told me (after laughing at my insurance loss) the best thing was just to wait and let things take their course.
Well, three weeks later I have now received another letter, but this time it states that they are trying to reach me to see if I have contacted my insurance company to settle the claim of $1912.00 for hail damage repair. I immediately called and got another guy (Gregory from Tulsa, OK) with damage recovery. I tried to
explain to him again that this was impossible as there had been no bad weather in the area for that time frame. He told me basically that they would have to call the local rental facility and talk to them. I asked them why they had not done that already in the previous three weeks, He really had no answer other than to tell me that it was now assigned to an investigator and they would be contacting me. I was very upset and find this unacceptable, but he just rudely told me, "I have listened to you, you made your point and I have made my point". I got off the line and called the local agency in Plano Tx (branch manager name is Kyle) and all I got from him was "I'm sorry, I only rent the cars" Yea, that's right, they just rent them out with existing damage and do not do their proper job of making sure they are renting a suitable vehicle. The vehicle I swapped for, even had a broken gas cap!, Now last time I checked, the rental company puts gas in a car or checks it before they rent it out, therefore proving that they didn't check yet another vehicle.

Ironic, I end up in an Enterprise rental car because my other cars get damaged and then I find myself now fighting an obstinate idiotic company that apparently does not realize that a happy customer can give them more business than an aggravated, lied to, and mislead, disgruntled one that they try to stiff for one of the employee's mistakes. MY ADVICE : AVOID ENTERPRISE RENTAL CAR AT ALL COSTS> I WILL NEVER RENT A CAR FROM THEM EVEN IF I HAVE TO PAY TWICE AS MUCH SOMEWHERE ELSE> It just isn't worth it. If anyone hasny real advice on how I might dispute this or an actual number for someone at Enterprise who can help me, please feel free to email me at [protected]@tx. rr.com and put enterprise in the subject line,, Thanks

Back in June 2005 we had the bad storms well branches 17-21 feet 1 1/2 to 2 feet in Diameter. hit my vehicle at the time I had progressive insurance. My vehicle was flat bedded aganist my wishes to there service repair facility known as Jack Demmer Ford. My vehicle was flat bedded home to my mechnics the sensors had to be turned off (oxygen 4) Jack Demmer wanted to charge me $250. oo per sensor you have 4. My mwechanics called me and said you may want to come see your car. MY windshield was left un sealed the trim along windshield gone. The mirrors are I don't know what by not my 'CONTOUR SE SPORTS' mirrors they put used Mystique panels I believe on my parts. and generic parts also my side trim was glued back on that is falling off. the paint is chip and peeling and scratched. therer is a foot print in the side that was not there a cooler with empty beer cans in my trunk, extra mileage on my vehicle and they destroyed the electrical on main fdriver door sometimes the window works sometimmes it doesn't. They stop payment on a check and I went through the whole coperate office, contacted Jack Demmer and they could of car less I called the day I saw my vehicle and it took an investigator 21 days to showew up and he knew they screwed up I have the paper work. The guy at Jack Demmer covered his but saying muy car was dirty okay. that was for his beer drinking and cigarettes burns. My carpet is now destroyed from the windows and electrical not working. I have a spine injury in 6 places. This cars lights go on and off I do not feel safe with my kids 3, 15, 16, 19. They have turned my car that gets me to the doctor and store into ah hifdeous mess. Also they damaged (bent) the frame on the left side. My car was returned with a broken strut and ball and spring left side. Thank-you Jack Demmer. I am on afixed income this car was to be traded for a used SUV due to my spinal injuries, crushed pelvis, spinal nueropathy sadiac nerve damage. I have to depend on my assistance to get to the Hospital. We will call this vehicle CONJAP WAS I JapCONNED SE by the service center let BILL FORD KNOW I WILL NEVER PURCHASRE A FORD AGAIN IT'S NOT THE CARS ITS THE CRAPPY SERVICE CENTERS AND THANKS FOR TAKING MY VEHICLE AND INDEPENDECE AS A DISABLED PERSON AWAY FROM ME.

A few weeks after my car accident where I was hit practically head on, car totalled, arm broken, chest contusions, and other bodily injury, I went into Boca Raton, Fl Enterprise Rent-A-Car to rent a car until I could purchase a new one. My car insurance only covers Enterprise so to save money my choices were limited. Being summertime in South Florida, it was about to storm and the sky was very dark. The salesman and I looked over the car (a PT Cruiser) and I drove off. 6 days later I returned the car to the Pompany location - near to where I just purchased my new car. It was a sunny day and I walked in with my arm in a red cast to return the vehicle. The salesman said there were dents on the hood. I walked out and looked at it but saw nothing. After standing on the top step and tilting my head to the left, I noticed 3 minute indentations. I drove the car about 3 times and did not park under anything that would have fallen on it, nor was there a hail storm during those 6 days. It was simply the angle and the sun that showed these marks. I tried to immediately call the Loss Control Administrator who never returned my calls. One month later, I receive a bill for $320.60 to repair these damages. My lawyer contacted this woman who never returned his calls. After several phone calls she rudely explained that she would be sending this to collections. My lawyer asked to speak to her supervisor. A day later, I receive an unprofessional sounding later stating that, "since I chose to ignore this situation" (I'm not sure of her meaning of ignore?) she is sending this matter to collections, etc. I sent a certified letter, return receipt to Andrew Taylor the CEO of the Corporate office in St. Louis, MO. This letter was never accepted, the post office indicated to me. I called Donald Ross, the Vice President several times and left messages on his voicemail. He also never responded. This unprofessional attitude of IGNORING consumer complaints needs to be addressed in the media so it doesn't happen again. I refuse to pay this money.

On September 1st, 2009, I turn in my vehicle in for repairs at wade #1 in Waco, TX; I was authorized by State Farm insurance company claims department to take a rental vehicle from enterprise while repairs were done to my vehicle. I was asked to live a deposit of $50.00 for a car rental, which I did with a credit card.

I returned the vehicle on September 3rd, 2009 and I was then informed by the enterprise agent that a $200. 00 hold had been placed on my credit card. Of course this was done without prior knowledge and without my consent.

On Thursday August 6th I went on line to rent a car from Enterprise Car Rental Company. They were running a three day special for 21.84 per day. I needed the car for four days so reserved it one day at 43.69 and the other three days for 21.84 per day. The total price for all four days was 123.23.

I asked for a premier car. I was supposed to pick the car up at noon August 13th. However, on the morning of August 13th I received a call from Enterprise advising me they did not have a premier car but I could have one of the lower class. I had a confirmation number (RSHJWC) for a premier car but they could not provide me with one. They did however, offer me a volkswagen beetle.

Thanks but no thanks. I cancelled the reservation and had to change my weekend plans.

This is not a good way to do business. I have rented from Enterprise several times in the past and have been very pleased. Not this time.

Signed, disappointed in Enterprise

George Trent

On Saturday, July 18, 2009, I had an auto accident as I was heading back home out of state. The car had to be towed, and my insurance agent told me all that I had to do was call Enterprise Rent A Car, since they were the rental company of choice. I had called the Enterprise Rent A Car national office, explained the situation, and they told me to go to the Myrtle Beach Airport location to pick up a car. They even gave me a confirmation number. I had to pay for a taxi to take me and my sister to the airport. When I arrived at the airport, I was told by the clerk that I was at the wrong location to get my car. I had to go to a different Enterprise to get a car. So I called the taxi company again, and got to the correct location. When I arrived at the correct location, I was met by an associate, told her that I had gotten a confirmation and was there to pick up a car. This location closes at 1:00 PM on Saturdays, and we arrived at 12:45. I told the girl my name, gave her my confirmation number and was ready to get a car. She asked to see my drivers license and a credit card. I handed her both. My credit card is a credit/debit card. Told me that she could not use that, and that it had to be a major credit card. Explained that I didn't have a major credit card. She told me that she couldnt rent me a car because of that. I called my agent again, who offered to put any charges on my insurance companys' card to confirm rental, she told him NO. This girl, Kristen, had no sensitivity that my sister and I were stranded in Myrtle Beach with no way home. She was just ready to go home and she didnt care. She made NO attempts to offer any type of assistance or what other means were available. Thank GOD for Allegiant Airlines, who had extremely cheap flights the next day for us to go home. I just feel that Enterprise Rent A Car showed VERY POOR customer service.

I rented my car from Cider city airport location to drive down to Bryce and Escalante. On the second day the car broke down. Luckly I made it to my hotel. I called them to tow the car and get me a new car. First the lady gave me a real attitude. She would not help at all. Then she said that I would have to wait for 4 days before she could get me to Cider city. I would not only loose my air ticket but also she was not sure how she would get me to cider city. I was on the phone for 3 hours with them and got no help. They are the worst company ever. Please do not ever rent from them.

To whom it may concern,
My wife and I have had the worst experience with your company. I was involved in an accident with my personal vehicle on wednesday, july 15th. My vehicle was rear ended at a stop light. No injuries were sustained during the accident; however both vehicles require extensive body work. I decided to use the insurance company of the individual who hit me for the claim. His insurance company is geico. Geico made a reservation at the enterprise branch located at: 1651 crofton blvd. Suite 13 crofton, md 21114. We decided to pick up the vehicle on monday, july 20th, since we would not need it during the weekend. We arrived at the branch office at 8:00 am to pick up my reserved vehicle. My personal vehicle is a 2006 nissan frontier. Geico only reserved a two door, no back seat compact vehicle. These two vehicles are not comparable, but that is for the insurance company to decide, not the rental car company. The young man that helped me at the counter in the branch office is named mike. His employee number is e758fv. He was nice enough and upgraded me to a mid size instead of a compact, because he recognized the discrepancy in the vehicle sizes. He assigned me a black pt cruiser. The vehicle looked in well enough shape on the outside and looked to suffice my needs. When he and I opened the vehicle, it appeared stained throughout and smelled of smoke and as if it was sprayed to cover the smell. The vehicle also had over 40, 000 miles on it. Mike told me to come back later that day to try to receive a different vehicle. Unbeknownst to me until later, my wife mentioned she might have smelled liquor coming from mike. I smelled nothing on him and paid it no mind. I took the vehicle though, since I had to be at work. The vehicle smelled so bad to me, I had to ride with the windows down while riding in it. When I arrived at work, I called the branch and asked for a different vehicle. The personnel at the branch told me it was no problem and to come back in the afternoon to pick up a different vehicle. I went back at 5:30 pm and traded the vehicle for a kia optima. This vehicle smelled a little better and I believed I could make it work. While at the branch office, I asked an individual, I assumed to be the branch manager, erin m. Chadwick, if she smelled what I had smelled. I watched her open the door and put her face inside the pt cruiser. She stated she only smelled the spray that they use inside the vehicles. I told her that I may have a more heightened since of smell compared to her. I quickly dismissed the conversation, in hopes of receiving a different vehicle with less of an odor. The kia did have less of an odor and only had 25, 000 miles on it, but I wanted to give it a chance, since I needed a vehicle to get me around while my vehicle is in for repairs. After riding in the vehicle for a few days and the vehicle sitting in the hot summer sun, the odor from the spray used at the branch office fully enveloped the vehicle and again I had to ride around with the windows down. On friday, july 24th, I decided I could not take riding in the vehicle any more with the odor in it. I wanted to turn in that vehicle and go receive a vehicle from a different branch office. I arrived at the crofton branch office at 5:30 pm on friday, july 24th. The office was busy with at least four parties of customers in the office at any one time. While being waited on, again by mike, the phones and the customer service counter were busy with activity. At least four customers were at the counter with two service people behind the counter along with the same individual I assumed to be the branch manager. The phone at the counter was ringing constantly with customers calling for various things as I could make out. One individual called, which I determined to be female from the one sided conversation I heard, asking about renting a pickup truck. The individual I assumed to be the branch manager was the one handling the call. The customer asked the individual in the office if the pickup came with a towing hitch. The assumed branch manager stated she didn’t know if the vehicle had a tow hitch and would check. She put the customer on hold. Immediately the other associates at the counter told her that the vehicle did not. The individual who I assumed to be the branch manager, stated she knew, but she “wanted to let the customer simmer” on the phone while she managed the other items in front of her. I would like to remind you that she stated this in front of at least four customers at the counter and one individual waiting in the office. I received my completed paperwork prior to the phone being picked back up. I left and have since decided to never use that branch again. I then had my wife drive me to bwi international airport in hopes to pick up a vehicle from the enterprise located there. Again, unbeknownst to us airports do not honor insurance rental agreements. So I am now without a rental vehicle for the weekend again. Quite frankly, I am not impressed with my entire enterprise experience. I use rental vehicles frequently, due to my job and have never had this type of issue. I have never used enterprise for work and now I know why. I will ensure not to endorse enterprise and will not recommend using the company for work purposes in the future. It is too bad that a bad experience at a small branch can ruin a business’ reputation, but I am sure that others more than likely feel the same way with similar experiences. If I am the first, then I hope I haven’t wasted your time and I have brought light to the operations that take place at some of the small branch offices.
As a side note, my wife spoke with a co-worker on 24 july who stated that she was recently put into a rental car through enterprise and had similar problems with the condition of the vehicle she received. She said the car she received did not only have extremely loud road noise, but it was also filthy. She called the bwi international airport as well to see if she could change out the vehicle and was denied. Her rental was not through the same enterprise branch, but this shows a consistency in the poor condition of your vehicles as well as your customer service.
No thank you for your business in the future,
Unsatisfied customer