Menu
Enterprise Rent-A-Car
Enterprise Rent-A-Car Customer Service Phone, Email, Contacts

Enterprise Rent-A-Car
reviews and complaints

www.enterprise.com
www.enterprise.com

Learn how the rating is calculated

4.1 944 Reviews

How responsive is Enterprise Rent-A-Car's customer service?

725 Resolved
198 Unresolved
Good job 👍
Enterprise Rent-A-Car’s team keeps an eye on their rating and often addresses incoming complaints. However, we believe that paying closer attention to customer concerns and responding to all published reviews will help them reach even the highest ratings! For reviewers, we suggest checking out other customers' experiences and when reaching out to Enterprise Rent-A-Car’s customer service, be clear and concise to get all issues resolved faster.
Claimed
Enterprise Rent-A-Car has claimed their business profile
Share
Write a review File a complaint

Enterprise Rent-A-Car renters reviews and complaints 944

Filter reviews by rating
5
10 reviews
4
0 review
3
0 review
2
0 review
1
11 reviews
Sort by:

Newest Enterprise Rent-A-Car reviews and complaints

ComplaintsBoard
T
6:44 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car scam

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!

Read full review of Enterprise Rent-A-Car and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
J
J
Josecaribe
, US
Dec 25, 2010 10:28 pm EST

HAD a negative experience some time ago when I tried to rent a car with them and only had a debit card. Tried to call back, but it was too late could not get in touch with the adjuster, they changed location but not the company .Since I did not have a debit card they made me filled out some form asking me pretty much for all the numbers from my job in the MILITARY including almost everybody in my chain of command. I have no choice to filled out the form even knowing I am not suppose to give phone numbers to third parties .(Nowhere else I have rent a car I have go thru this for not having a credit card).Because of that reason I could not rent the car on time and got almost dark .The whole process took me like an hour and because of that delayed I was in a hurry to drop off my own car to be repair before they close .When they kept asking me for documents including prove of insurance, I tried to call XXXX but could not get in touch, I was tired already of the process. I did not want the car that day because it was to late to do what I was suppose to do I said. They called XXXXX for me and told me it was just going to take a couple of minutes. They almost begged me to stay and rent the car. It was almost dark when they took me to see the car. I did a quick go thru and took the rental. On December 3, 2010 when I returned the car it suddenly had a dent in the passenger side door. It was almost laughable, since it was really hard to notice even in the day light. I asked the representative if I was responsible for the other scratches or dents in the front and back of the car, which I did not notice either when I rented the car, she told me not, those were there, but the hard to notice dent in the passenger side door was not and is considerable damage and since I rented the car I was responsible for it. They of course claim the insurance company XXXX which is in affiliation with Enterprises .

Even knowing I treated that car like it was mine I asked all people who took rides or saw the vehicle if they notice any dent on it they all said the same, they did not notice any dent.

I was called by an Enterprise Representative from the branch I was originally suppose to rent the car asking me for the car I already returned in the other location he though I still had the car when told him I returned it to the other location he intermediately ask me for the claim number. How did he know about the claim if he though I still had the car. When he realized he messed up he quickly end the conversation. They knew the dent did not happen while it was in my possession .I KNOW IT THEY KNOW IT. I took all precautions specially after the hit and run I had and I am sure that dent did not happen while the car was under my possession. After all the precautions I took, it's just not possible.

P
P
Peter Wee
Norristown, US
May 22, 2012 10:23 am EDT

I rented 3 trucks for our business. We had already returned two of the trucks and I was working late so I called the Enterpise rental location to return the 3rd truck and inquire if I could get a ride back to the office. When the return inspection took place the rep Dave said there was a crease on the bumper and they would need to charge me for replacing the bumper I was shocked because there wasn't any visisble damage. Also the side of the bumper was damaged and rusted and it was not indicated on the inspection report when we took the truck but Dave agreed that pre-existed. SO apparently they are attempting to get me to pay for a new bumper.Not so fast. I took all the necessary photographs I also have in my possesion the inspection report that does not identify the damage on the side of the bumper which the rep agreed was already there when we took the truck. I promptly called our insurance carrier and asked them to deny any claim and furthermore I plan to take these inividuals to court. I will also report this matter to the PA attorney general and see if this story can be carried in our local newspaper to protect future consumers. They will not get our company's business again!

R
R
Ronald Charbonneau, Ottawa, Canada
Ottawa, CA
Feb 19, 2010 6:41 am EST

I am a victime of this scam from Enterprise I rented a car from them because some idiot ran into my own car. I return this car at 0630 a.m. but before leaving I did a complete inspection of the car and everything was in great shape, so I drop the keys in the dropbox and whent to get my car. After getting home with my own car the rental agency called me to tell me that I was responsible for a dent on the passanger side. I was so dam angry that I was yelling at them telling them I did not do nothing to this car and that I refuse to pay the bill for 494.24 canadian.

A gentleman was in the news and he lives in Vancouver, Canada and he was also sent a bill for 1000.00 for damages he did not do to the rented car. I live in Ottawa, Ontario Canada my name is Ronald. I am prepared to fight this and since I am dying from heart desease I have nothing to loose anymore so lets FIGHT NOW!

ComplaintsBoard
H
12:37 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car bad service

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.

Read full review of Enterprise Rent-A-Car and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
sdfsdfsf
london, GB
May 09, 2011 4:22 pm EDT

Rude and arrogant and unbehaved manager.
One day the tyre will retire and pass its due date.
They called the repair shop and asked me to pay for the flat tyre. It seems that they call this repair shop very often as the manager said call Jenny like usual and ask her about the damages( I know what it means- it means the usual receipt/bill charges to earn money)
Total Scam Enterprise!

M
M
Margaret Ann Smith
Patriot,, US
Aug 29, 2010 12:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

The local Enterprise Rental office is in Gallipolis, Ohio. My friend had struck a 2000 pound bull belonging to one of the neighboring farms early on Friday, the 28th of
August. It was still dark, a very foggy morning and she didn't see the animal. We called the local Enterprise office and they said they could have a 15 passernger van at her disposal to be sent to Gallipolis, Ohio, from Charleston, West Virginia.

That evening, when I arrived home from my afternoon bus route, she said they had called from the Gallipolis office and that she would have to pick up the van she needed from the Hurricane, West Virginia, Enterprise office. She, of course, had no vehicle to get to Hurricane, and she had waited for me to get home. Hurricane, W. Va., is about 75-80 miles from my farm. They also had told her they closed at 5 p. m. sharp! It was 4:45 p. m. There was no way to have gotten to Hurricane, W. Va., from Patriot, Ohio, in 15 minutes.

I then called a dealer, Dolan's Rentals, in Huntington, West Virginia, he was getting ready to close at 5:30 p. m., I advised him it would take me at the least 45 minutes to get from my farm to his facility. He said "be on your way and I will have the van ready for you." We left and he waited, she rented her van and was on her way to her home, 220 miles up north in Ohio, by 6:15 p.m.

Here is the kicker! There were TWO, (2), Enterprise Rental centers in Huntington, W. Va., withing 35 miles of my farm. One of the two was right beside the Dolan Auto Rental!
Now, WHY was the local agent so set on us having to drive nearly double the distance to get a vehicle from the same company? Had he have been a logical thinker, and had he been at all interested in the welfare of the potential customer, he should have gotten the van she needed from the nearest sister business .He had had the entire day to have gotten it done. Not only that, what if she would have had no one, her being so far from her home, with a totally wrecked vehicle, what could she have been able to do?

I thoroughly intend to go to the local Enterprise agency and look that young man in the face and ask him the question, face to face. Let him look me in the eye and give me the "song and dance" that these type of business dealers are so good at.

I will ask him the question, "Whom do you think I will recommend as a vehicle rental to folk in the future?" Of course, it will be Dolan's of Huntington, West Virginia. A locally owned business that is being run for the convenience of the customer. Mr. Dolan delayed his Friday evening plans for Lydia's need for a vehicle. All ended well, no thanks to the local Enterprise agency. Enough said.

Margaret Ann Smith, Patriot, Ohio 45658

ComplaintsBoard
S
11:56 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car rude behaviour and horrible service

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.

Read full review of Enterprise Rent-A-Car and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
B
B
boby212
, US
Dec 16, 2010 5:00 pm EST

almost the same thing happen to me when i returned the car to the branch on 64st and 6av brooklyn ny, when they charge me extra $30 for 24h. i tried to explain that the agreement was less when i first rented the vehicle from different branch. they asked me to call them to fix the problem with rude language. and also the manager was the rudest guy i've ever seen in rental car company. when i talked to friends of mine they told they had same experience with this manager when he was serving in coney island av branch. [protected]

M
M
MichaelLee
Nelsonville, US
Sep 13, 2010 9:06 am EDT

My wife and I went to the Enterprise branch office in Athens, Ohio where the staff there were not helpful, rude and service was not good. We won't go there for the service again.
1) On Sept. 13 2010, when my wife whispered with me privately in dialect, the staff was rude and said that she didn't speak the dialect but only English.
2) The staff, when returning our car, told us the company policies that were not told to us when we rent the car. But the staff said that rules are rules and she had to follow up the rules. It was like that they knew the rules, didn't tell customer when renting a car, but charged the customers using the rules when returning the car.
3) we rent the car for 2 weeks. When we returned the car at 7pm of Friday, the office was closed due to weekend and the office would be open at 8am of next Monday morning. When we returned the car, we were told that we were charged with 3 additional days' rental, because of the office closure during weekend, even when a customer returned the car during weekend by slipping the car key to the office box. That's the company's policy. -- for this policy, we didn't complain about the staff though their service was bad.
The policy was set in such a way that no matter when a customer returns a car during weekend, the customer will be charged by 3 additional days' rental fees, even though the customer didn't drive the car at all. --- this is the Enterprise policy that exploits customer.
A piece of suggestion to other customers: if you have a choice, don't rent car from Enterprise.
Michael

ComplaintsBoard
O
6:36 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Enterprise Rent-A-Car has left an official reply on this complaint.

Enterprise Rent-A-Car horrible process, horrible results

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!

Read full review of Enterprise Rent-A-Car and 13 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
13 comments
Add a comment
B
B
Bouabca
Houston, US
Jun 07, 2012 2:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I rent a car last week on may 25 2017 and I returned later, and I forget a remote of my house garage in it I called the next day to see if its possible to get it back unfortunately after calling more than four times and trying to get theirs corporate office involved in the replay was that they told their officer they had contacted the next costumer who rented the same vehicul after me, but to me they said the cant absolutely contact the customer, on the other hand they have on cabinet as their lost and found that looks like a dumpster, everything in there was moldy an unorganized, no wonder they can't find the costumers lost items . My point is (what a shame no one cares )

S
S
Saimon
, US
Apr 06, 2010 12:23 pm EDT

We rented a car from Enterprise at Miami airport. We asked for lowest insurance. They told us it will be $99, total. Next they when we were looking to our bank accounts, we figured out that they charged us 200 for insurance.

We have been calling them. At first they told us their manager will call us in an hour and a half. Of course no one called. Now, they don't even answer our phone calls. What kind of company is this? What kind of customer service?

Don't ever rent a car from them. This is my second time, second failure!

J
J
jo e
,
May 08, 2008 9:20 pm EDT

i reserved a car on my computer, when i got there they didnt have my car.they decided to drive me to another of there lots.when i tried to get up in the van i hurt my right leg.the injury cost me 1200 their adjuster said their not liable.i was injured a second time the same way, this time it cost me 35000.im 61 and walk with a cane i rented from them every weekend cause my engine blewout.if they pick you up be careful, if you reserved the car for 8am and they get you at 845 and get you to the office at 9 and you leave with the car at915 they wont change the reserve time.causing you to be late when you bring the car back

M
M
5monkeys
Pomona, US
Mar 28, 2010 10:32 am EDT

My First car rental experience was by far the worst for me and my husband. The employees really seem to go out of their way to get you into a rental, pick you up drop you off make you the best offers possible. but when it comes to closing out your claims with them...make sure your insurance is on top of the payment...Enterprise will require you to supply a credit card because of "procedures". They will credit yo0ur account for a balance without notifing you. And when confronted they will inform you that it is between you and your insurance there is nothing they can do anymore. And keep an eye open for unknown charges and to be more specific...Eric and Joel will stick it to you ...my account was debited $265.00 in three separate transactions...

Valerie
Valerie
, US
Jan 09, 2008 12:00 am EST

After renting a car from this site for two weeks, I returned the vehicle but forgot to retrieve my digital camera, which still had a memory card in it containing family photos from the holidays. I phoned the next business day and was told that the car had been inspected but the camera was not found. However, I'm certain that I left the camera in the middle console of the car. I am very disappointed that the rental agency's employee(s) who found the camera was not honest enough to return it.

B
B
Barihande
, US
Mar 28, 2011 4:30 pm EDT

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.

S
S
Sam
, US
Mar 22, 2010 9:38 am EDT

On february 27, 2017, I rented a car from enterprise car rental at the abe airport in allentown, pennsylvania, to drive to harrisburg international airport to get my car after a cancelled flight. According to google, this trip is 93.3 miles and takes one hour and thirty two minutes to drive. I drove the 93.3 miles, in one hour and twenty seven minutes, according to the checkin receipt I received from enterprise/national. I do not stop, I did not leave the vehicle and drove straight through as evidenced by my receipt. The attendant checked in the rental car. End of story. Not so! A week later I received a letter from national car rental stating that I had caused a scratch on the hood of the car worth $610.00. Absolutely impossible. I never left the car during the entire hour and twenty seven minute rental.

M
M
MS. MOSS
Maywood, US
Jun 03, 2009 11:41 am EDT

I rented a car memorial weekend on may 22, 09. Since they were closed monday (Memorial day) they told me the car wasn't due back until tuesday may 26th. I actually returned the car thursday night may 28th, to their rental lot and left the keys with it. I put a deposit of $200 down, of which they have already taken out my account. Fine if they took the whole $200, since I did keep the car an extra 2 days. Enterprise called me june 1st on a monday and tell me "they just noticed the car siting in their parking lot." they tell me it was damage done to the passenger car door, in which there was no damage done to this car when I returned it thursday night. From thursday night until monday morning, the rental car was sitting in their lot unnoticed for 4 days. The lot can only fit up to maybe 5 or 6 cars @ a time, anything could have happened. Now they want me to pay for damage done, and even had the audacity to charge my acct of $313. And some change. How negligant can these people be? Are the f*cking serious. Im already out of $500. And now im paying for their negligence, because they dont keep count on their vehicles...

F
F
ferrum
New York, US
Jul 19, 2009 1:57 pm EDT

I had made an online reservation with enterprise car rental at laguardia airport a good two weeks before july 18, 2017... Confirmation # rzlww6. I was to pick up a mini van at 11am that day. When I arrived, a manager solemnly informed me that there were no cars available and that the 20+ people waiting are on a first come first serve basis to rent a car. I would need to wait at least 2 hours and there were no guarantees that a mini van would become available.

I protested that I had a family of 7 relying on this two week old reservation. He said that priority was being given to those arriving by plane flight and did I have a flight reservation. Of course no application that I filled online, that I may reserve the mini van, asked me to include any plane flight number or otherwise. You see, I live close by laguardia airport.

So there was no mini van that crucial time for us. Enterprise displayed no honor in fulfilling the reservation obligation. Now the manager at laguardia became upset and even invited me outside when I volunteered to expound on the likely cause for this mix-up. Why would any company risk nullifying an understanding with a customer if it wasn't that it could profit more by it?, I elucidated. He said "no, no, no... That wasn't it!" I explained that I understood... You know, supply and demand. There were 20+ people waiting for a car... At a much higher price than what I had reserved it for, i'm sure. And so, while I did arrive on time for the pick up, there was no car there for me, I would have to wait and see... No guarantee. The manager even threaten to call the police on me now that he had invited me outside to talk, like he said, "man to man". A real enterprise hero, he is.

Well, let it be said that enterprise didn't disrupt our whole day completely, since we managed to scrounge around among family and friends, inconveniencing them, but true to the good people that they are, we managed to save the day despite enterprise car rental. I'm sure that enterprise swindled mucho money, preying on those poor people awaiting to rent a car, that day that enterprise car rental reneged on my reservation. Good bye enterprise, I shall spread the word.

I wish enterprise success in another world.

Confirmation #: rqlww6

U
U
unfairenterprise
, US
Aug 06, 2012 9:05 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had a similar issue with enterprise, and took them to small claims court to get my deductible back. From this I uncovered that if you return the car after hours, or to a satellite location than you are responsible for the vehicle until they check it in, which could be anytime (even a month!). I'm interested connecting with other folks who had similar issues to talk about legal rights. If you'd like to learn more about taking some legal action, please contact me at enterpriseclaims@hotmail.com (not associated with Enterprise, just don't want to give out my personal e-mail). Hope to hear from anyone soon.

ComplaintsBoard
N
10:39 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car unethical practices

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.

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
P
5:57 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car misleading, smoking policy, pick up,& drop off time

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.

Read full review of Enterprise Rent-A-Car and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
C
C
Chris Barnes Utah
, US
Jul 01, 2017 1:12 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I too was charged $150.00 for what they claim "smelled like smoke" I never smoked in the truck. They have your credit card and charge you for lost revenue. The Enterprise in Cedar City Utah never had the car you reserve and if you need a pick up truck you get a SUV but you can't charge them for lost revenue and when you have to sit there for 2 hour's waiting for a car you had reserved for 9:00 am and it's not ready until 11:00 am you can't charge them for lost revenue.

S
S
Stharr
Boca Raton, US
Aug 24, 2011 9:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I too was charged $100 smoking fee even though nobody smoked in the car. There may have been people smoking near the car with the window open and the smell was still there when the car was returned. I wanted to know just what kind of cleaning was done that warrents a $100 charge. When I called the company to ask, I was put on hold and after 5 minutes I was cut off. I think this is very unfair to the customer because the charge is based on the judgement of whoever receives the vehicle. In my case, I was notified by mail that I owed the $100 plus tax. When I returned the car and the odometer was checked, the employee said nothing about smelling smoke in the car. I think it's a scam to get more money out of customers. I would not use Enterprise again.

ComplaintsBoard
V
7:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Enterprise Rent-A-Car no receipt/dirty cars

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!

Read full review of Enterprise Rent-A-Car
Hide full review
ComplaintsBoard
H
11:48 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Enterprise Rent-A-Car has left an official reply on this complaint.

Enterprise Rent-A-Car bad service... charged my for what didn't do

I needed a spare car for the last weekend, then I used the 9.99 weekend special to make a reservation from one of your location, 21118 ventura blvd, woodland, hills, ca [protected]. I have been to this location for about 40-50 times for the past two years, and haven’t got any bad experience so far. People at this place always telling me that they do not care about small damage, that’s why I didn’t check the car carefully, especially the roof. I think no one will check the roof of the car when renting the car. But when I returned it this morning, I was informed that there’s dent at the roof, and they will file the damage report. I am so shock about it. I had only drive that car for 23 miles, and most of time it just parked at the parking lot. I can’t even see the dents at the first time when I tried to find out about it. I took some photos of it because I want to fight with them. My wife told me that they must already know there are dents. I was just in black luck, because they need someone to pay for it.

Read full review of Enterprise Rent-A-Car and 2 comments
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
2 comments
Add a comment
O
O
oceanswest50
San Diego, US
Jun 03, 2016 8:35 am EDT
Verified customer This comment was posted by a verified customer. Learn more

The worst costumer service I have ever seen. My wife works for United Airlines, and we will post this on there break room. I put in an order for a car to pick up at 5pm I told them I just needed to go to my rental about 30 miles away to clean up the yard there. At 455 pm I was 1/2 mile away from the their location and it was 110 degrees in temp at 455 pm. I called Enterprise to pick me up and they said it my appointment time was at 5 pm, so I have to wait. I then called at 515 pm and then Jason, the manager said, you have to wait. We can not get there now. I said I called at 455 pm and now your making me wait longer. I then called back at 545 pm and told Jason to keep the car I ll take a taxi because they closed at 6pm. He was rude and did not make any logical explanation on why he just left me there. He did not tell me what happened to my Pick up at 5pm... I said if you were going to leave me here for a long time I really wish you would have called me and let me know. No response He just hung up. Great costumer service Yeah right! It s worth it to go to the airport next time and use someone else.

A
A
aimey b
Gilbert, US
Oct 18, 2014 8:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

October 18 2014, Saturday at 1:00 pm (+ or -) I went to enterprise at chandler because I noticed that $200 was deducted to my account on 16th of October 2014. They told me originally that it might be from another company although their company name is in my transaction history.I was still polite and went to my bank and find out what is that charges. And yes it was enterprise. The person who is claiming that she is the manager is extremely rude.She apologise for the mistake but she want to check the car if there is a damage. I paid extra insurance for the car rental and they should not deduct money in my account because the rental is covered by the insurance of the other person that causes accident. The manager tell in my face that " I am being too personal" what she said really make me want to go in a National TV tell the media what happen. Because I went to enterprise to clarify the situation why did they deduct money in my account without my knowledge. I know that car rental provide a document to sign but in this matter the $200 is out of the contract that i signed because according to the manager the $50 that they originally took out in my account was the deposit. Second they took $132 for 9 days of insurance. And $200? . She said they renew the contract that is why they took the $132 in my account which is i am ok. Therefore if the old contract is paid in full why did they took $200 in my account without my knowledge for the new contract that i never signed. And she said she will refund it at first but later on she ask for the car and wanted to inspect the car before refunding the $200 that she took out. After that she print me a receipt that i authorized the $200 and gave it to me. I will bring this to the court and would go to National TV because this kind of people should not be working in a service industry if they are rude and scam. People got into car accident and you want to rob them. Everything is covered by my insurance and other insurance. I am paying extra for my auto insurance so i dont have to deal with car rental but she still charge me and worst i did not sign any contract for the $200 that they took out of my account.

ComplaintsBoard
L
8:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Enterprise Rent-A-Car has left an official reply on this complaint.

Enterprise Rent-A-Car invalid insurance claim

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

Read full review of Enterprise Rent-A-Car and 2 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
2 comments
Add a comment
N
N
NikeIT
Toronto, CA
Jun 03, 2016 8:35 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi, I went to visit US from Canada last year and went through Chicago where throughout there was a construction and the toll booths doesn't take credit cards. I did collected the form from the toll operator and submitted it online when I came back to Canada. Now I am getting a letter from enterprise saying i didn't pay a toll and they will charge me $17. I called the number provided for violations but no one responded till now. This is totally unacceptable and I want someone to take some action immediately.

Nik

G
G
gurufromnj
Edison, US
Jul 08, 2010 3:36 pm EDT

Absolutely avoid them, they are the thieves, similar story.

ComplaintsBoard
B
2:02 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car simply awful

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.

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
E
1:58 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car scam

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.

Read full review of Enterprise Rent-A-Car and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
R
R
Richard
, US
Mar 24, 2009 6:08 am EDT

I had to rent a car from Enterprise Rent A Car and was told to buy "additional" insurance because I would be responsible for any damage done to the car whether or not it was my fault. The "manager trainee" also told me by taking out this insurance and if something happened to the car, my insurance company would not be notified and I would be in the free and clear. It is an extra $13.99 a day for this "coverage'. So I called my insurance company and they told me it was a scam, that all I had to do was request a "Loss of Use" provision on my policy for the time I was using the rental and anything type of scratch or accident would be covered- and that what Enterprise told me is false. by law they have to notify your insurance company and you have to notify the DMV like any other accident. Lesson learned: DO NOT TAKE THIS SO-CALLED INSURANCE OUT.. it is just another way to get money out of you... Isn't there any good hearted and truthful companies anymore? What ever happened to quality customer service? I will never rent from Enterprise again knowing they are just out to fleece the public!

L
L
Lunallena
Framingham, US
Jan 04, 2011 8:32 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I just returned a rental from Enterprise, Framingham, MA location, after we agreed on a rental totaling for the amount of $316.00. I had paid $300.00 and owed them the remaining balance. When I called them the following morning, they informed me that instead of $16.00, I owed them $16.00 plus an additional $735.00, since the fee had changed. The person that did all my paper work was very rude and didn't want to spend his time talking to me. His name is Andrew, very rude, very unconsiderate and very tricky.

Interprise will have to take me to court, but I refuse to pay the amount they are trying to illegally impose on me.

K
K
King1970
Orlando, US
Mar 25, 2010 2:07 am EDT

Suppose u rent a car and it get damage regardless of fault, if that car goes to a collision facility to be fixed for 2 weeks, the renter is still responsible for that time until the car get fixed...i used to work at collision 1, most insurance company if not all do not cover that...also u r still responsible to pay ur deductible up in front whenever a claim is submited to ur ins company, not to mention it will be on ur record and they will raise or cancel ur premium. So for them to tell u your covered and it's a scam that is incorrect my friend. Try to make a claim and see what will happen and what's ur out of pocket expense.

P
P
peoplearestupid
don't need, US
Feb 26, 2010 4:12 pm EST

well, whether or not you are covered depends on the state you are renting the vehicle in. As for a "loss of use" provision, the only time I have heard of something like that is in reference to if your personal vehicle has been in an accident, and the insurance company will pay money towards the rental cost. You need to get in in writing from your insurance company if it is something other than that.

ComplaintsBoard
E
2:53 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car 200.00 hold from credit card

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.

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
5:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car lack of commitment

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

Read full review of Enterprise Rent-A-Car and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
G
G
George Trent, Sr.
Sevierville, US
Aug 20, 2009 3:52 pm EDT

This is a follow up to my complaint about Enterprise Rental. As stated previously I was supposed to have picked up my rental car on Thursday at noon. Enterprise could not provide me with a premier automobile as requested. Therefore, I cancelled our contract.

When I went home I filed the aforementioned complaint. The next day Mr. Tim Romero, Vice-president for Enterprise, phoned me about my complaint. I explained again what my problem was. He apologized to me and asked if there was anything he could do. I stated, "not at this time." I appreciate his prompt attention to my complaint. I will no doubt rent from Enterprise again as their office is close to my home. I hope things work out better next time.

George Trent

ComplaintsBoard
P
9:03 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car poor service

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.

Read full review of Enterprise Rent-A-Car and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
A
A
anonyMiss
San Diego, US
Aug 07, 2009 10:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Actually nonnie, a debit card is NOT considered a major credit card. Debit card rentals hold increased liability and many rental agencies will not use them. The agent would have probably gotten fired if she rented to your card or the insurance companies card (as they were not present). I'm sorry abut your ordeal and your expreience, but you can try to contact Enterprise corporate for a solution.

ComplaintsBoard
M
6:14 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car worst company ever

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.

Read full review of Enterprise Rent-A-Car and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
D
D
desmond jamison
Moreno Valley, US
May 10, 2010 7:54 pm EDT

I went to the sunnymead office in moreno valley, before i was to pick -up my car..I had to get utility bill to prove i live in moreno valley..let alone i have a debit card or cash in my pocket I know there are policy but come on let have them posted, if i was to pick a car at the airport..would they tell me to go back home and get a phone bill or a water bill, I do rents cars from time to time..I will not rent from that office again and will tell all of my professional friends...Physican, college professors, law enforement officers not to rent a car from that office...and by the way, when i return the automobile, I try to pay in cash...i donot use credit cards if i have cash..they told me they can only accept 100.00 the other have to be money orders or credit-cards...i am the customer..if this is the policy let people know in advance before they rent an automobile.

M
M
MikeMalloy
Smartford, US
Mar 25, 2010 5:49 pm EDT

You are right I worked there this company sucks. In that girls defense though they were probably so overbooked that they really had no option for you. I remember having to remind myself on multiple occasions that it is not the customers fault that I was in such a terrible situation, suck it up, show the fullsize car reservation the cargo van, and prepare for the screaming. They really are terrible and I wish that customer's would stop using them based on price points so they would be forced to face issues such as their booking policy, work life balance, car cleanliness and how these are affecting customer service and retention. But the fact is for every customer like you that they lose sorry ### America is booking ten more cars than them. My last year everything went wrong that could, no one in the office liked their job, and business still grew. Crazy.

ComplaintsBoard
J
4:09 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Enterprise Rent-A-Car has left an official reply on this complaint.

Enterprise Rent-A-Car poor service and substandard products

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

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
P
9:52 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car bank wont cash their deposit refund checks

I rented a vehicle from Enterprise and was required to leave a deposit, I did. The car company tried to scam me out of the deposit by calling me 2 days later telling me that the insurance company had stop paying for the rental. They didnt want to refund my deposit and tried to charge me, but I was able to get my deposit back and tried to cash the refund check and was told by my bank and ever check cashing place that Enterprise has issued BAD CHECKS and they will not cash this refund check. I gave them cash and got back a bad check thats worthless

Read full review of Enterprise Rent-A-Car and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
C
C
Cobi
, US
Dec 21, 2009 7:46 pm EST

Did you ever end up cashing it ?

ComplaintsBoard
K
1:10 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car rude and thief's

On May 4th I was in my rental car, got out to go into a store and the car started honking and I was locked out. The I kept pushing the panic button and the unlock button, but it would not open. I was 2 1/2 blocks away from Enterprise. I called them, they told me there was a key at the end of the ignition key, they kept telling me just to push the button. There was no button. My phone and purse were locked inside. (A girl from pge let me use her phone to call them). They told me there was no one to pick me up. He put me on hold, I waited 10 minutes and finally hung up. A Pge man used his knife to pry the key out, apparently, the button had been broken off by someone. I reached Eneterprise in less than 5 minutes, walked through the door and there were3 men and 1 women inside, and one outside detailing cars. I was furious. They said we will give you another car, this car was on empty also, I had just put $30.00 in the car that morning. I asked the man to give me my $30.00 back so I could fill the 2nd car. They refused. I called Lito body shop, they not only got my gas money but called Hertz rent a car, and they supplied me with a nicer vechicle at a discount. SHAME ON YOU ENTERPRISE. THEY ARE RUDE AND THEIFS, I WILL NEVER GO THERE AGAIN!

Read full review of Enterprise Rent-A-Car and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
R
R
RAJ18
, US
Jan 10, 2018 8:21 am EST

They are not honest people, (Enterprise) I had this experience with the Enterprise in Chesterton Indiana. My rental vehicle was returned to them with gift cards I left in the driver seat door, 5 to be exact. I was certain they were there, I did not think I left them, I know I left them. The rep that I spoke with was really unprofessional. She argued with me about it. She said she knew that no one in that office would ever take anything. That she knew it for a fact and refused to hear me out. I asked how she could speak for everyone there. She continued to over talk me. Absent of people skills altogether, pretty ghetto.

X
X
Xandor Tik'Roth
Eugene, US
Aug 09, 2010 7:28 am EDT

Getting a car from Hertz for a discount? Laughable...

I agree with the person above. There was nothing wrong with the second vehicle. Also, I'm not sure about the rest, but I'm pretty sure the guys doing the detailing are not certified to be driving Enterprise vehicles around to pick people up. And hey, who knows? Maybe the other three people in the office were actually doing their jobs for other people...

A
A
anonyMiss
San Diego, US
Jul 19, 2009 6:18 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You know, I spend most my time stating that agents at the counter are not able to offer you discounts, especially when it comes to gas. That is considered stealing from the company. I'm sure these employees only valued their jobs.

But also, not only was there nothing wrong with the car, as had this been your car, I would assume you would consider this a fluke and wait to see if it happens again, but you yell at the Enterprise employees for not coming to pick you up.

I hope you realize the agents/carwashers/etc. are typically NOT INSURED for them to not only pick you up, but also drive a company car.

And you say you get a car from Hertz at a discount. Maybe, but I bet you still paid more. Now that is funny.

Anyway, if you took the car out at emply, why couldn't you just bring it back at empty for the second car? I don't get that.

ComplaintsBoard
K
12:16 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car damage claim

I had rented a PT Cruiser for a week in Vegas. While on the freeway Quality Towing dropped a windshield off their towed vehicle and it went under my rental car without any apparent damage. The freeway was packed and the tow driver took an exit I could not follow, though I did not have a flat tire so proceeded. I found later that the small plastic fog light cover, (this car had no fog lights) had popped out, now missing. I filed claims for the missing piece, went to Quality Towing and filed a claim, yet 3 weeks later I get a bill from Enterprise for $785 including loss of use for 2 days rental rate, 100 administration fee, A NEW BUMPER, teh missing part and barcket hardware for the bumper, and labor of coarse.in talking to them, it is quite obvious they are opportunists for those of us that don't get pictures at the sight and/or run dowwn the driver of the towing company though nothing was wrong with my car and call the police on such a minor occurance.

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
B
2:46 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Enterprise Rent-A-Car unauthorized insurance charges

Enterprise charged me $25.00 per day optional insurances on a vehicle that was only $19.99 per day on a long term rental (putting me broke) and without my authorization. This was done so a salesperson could make a commision. What they do is lie and say "you have to take them"and tack on optional insurances without your authorization. 2008

Read full review of Enterprise Rent-A-Car
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review

Enterprise Rent-A-Car In-depth Review

Company Overview:

Enterprise Rent-A-Car is a well-established car rental company with a rich history. Founded in 1957, it has grown to become one of the largest car rental companies in the world. The company's mission is to provide excellent service and value to its customers while maintaining a strong commitment to integrity and community involvement. With thousands of locations worldwide, Enterprise Rent-A-Car offers convenient rental options for customers around the globe.

Services Offered:

Enterprise Rent-A-Car offers a wide range of vehicles for rent, catering to various needs and preferences. From compact cars to SUVs and luxury vehicles, customers can choose the perfect vehicle for their travel requirements. Additionally, the company provides convenient pickup and drop-off services, making it easy for customers to access their rental vehicles. Insurance options are also available, ensuring peace of mind during the rental period. Moreover, Enterprise Rent-A-Car frequently offers special promotions and discounts, allowing customers to save money on their rentals.

Customer Experience:

The reservation process with Enterprise Rent-A-Car is straightforward and user-friendly. Customers can easily book their rentals online or through the mobile app, ensuring a hassle-free experience. The company maintains a large fleet of vehicles, ensuring availability and a wide selection for customers to choose from. The vehicles are well-maintained, clean, and in excellent condition, providing a comfortable and enjoyable driving experience. Furthermore, Enterprise Rent-A-Car prides itself on its exceptional customer service and support, with friendly and knowledgeable staff ready to assist customers throughout their rental journey.

Pricing and Fees:

Enterprise Rent-A-Car offers competitive rental rates and a transparent pricing structure. Customers can easily view and compare prices online, ensuring they get the best deal for their rental needs. While additional fees and charges may apply, such as fuel and mileage fees, the company is transparent about these costs, ensuring no hidden surprises. Insurance options are also available, and customers can choose the coverage that best suits their needs and budget.

Fleet Maintenance and Condition:

Enterprise Rent-A-Car prioritizes vehicle maintenance and adheres to high standards. The rental fleet is regularly serviced and inspected to ensure optimal performance and safety. The vehicles are relatively new and well-maintained, providing customers with reliable transportation. Safety features and equipment, such as airbags and anti-lock brakes, are available in all rental vehicles, further enhancing the overall safety of the driving experience.

Accessibility and Convenience:

Enterprise Rent-A-Car has a vast network of rental locations, making it highly accessible for customers. Whether in urban areas or remote destinations, customers can easily find a nearby Enterprise location. The company's hours of operation are convenient, with many locations offering extended hours, ensuring flexibility for customers. Online and mobile booking options are available, allowing customers to book their rentals at their convenience. Moreover, Enterprise Rent-A-Car is committed to accessibility and provides services and accommodations for individuals with disabilities.

Insurance and Liability:

Enterprise Rent-A-Car offers insurance options to provide customers with peace of mind during their rental period. The coverage details and limitations are clearly explained, ensuring customers understand their options and can make informed decisions. The company also has well-defined liability policies and procedures in place, ensuring a fair and efficient process in case of accidents or damages.

Corporate Social Responsibility:

Enterprise Rent-A-Car demonstrates a strong commitment to corporate social responsibility. The company actively engages in environmental initiatives and sustainability efforts, aiming to reduce its carbon footprint and promote eco-friendly practices. Additionally, Enterprise Rent-A-Car is involved in various community projects and philanthropic endeavors, contributing to the well-being of local communities. The company also prioritizes employee welfare and development, providing opportunities for growth and advancement.

Reviews and Ratings:

Enterprise Rent-A-Car has received positive reviews and high ratings from previous customers. The overall satisfaction levels are consistently high, with customers praising the company's excellent service, reliable vehicles, and friendly staff. While occasional complaints or issues may arise, Enterprise Rent-A-Car strives to address them promptly and ensure customer satisfaction.

Comparison with Competitors:

When compared to other major car rental companies, Enterprise Rent-A-Car stands out for its exceptional customer service, extensive rental fleet, and competitive pricing. The company's commitment to transparency and convenience sets it apart from its competitors. Additionally, Enterprise Rent-A-Car's strong emphasis on corporate social responsibility and community involvement further differentiates it from other players in the industry.

Recommendations and Conclusion:

Enterprise Rent-A-Car is a reliable and customer-focused car rental company, offering a wide range of vehicles and excellent service. Its transparent pricing, convenient reservation process, and well-maintained fleet make it a top choice for customers. For individuals with specific needs, such as those with disabilities, Enterprise Rent-A-Car provides accessible options. Overall, Enterprise Rent-A-Car is highly recommended for anyone in need of a rental vehicle, whether for business or leisure purposes.

How to file a complaint about Enterprise Rent-A-Car?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: Craft a concise title for your complaint that encapsulates the core issue you experienced with Enterprise Rent-A-Car. This title should be clear and to the point.

4. Detailing the experience: In the complaint description, thoroughly explain your experience. Include key areas such as the condition of the rental vehicle, customer service, billing issues, or any discrepancies in the rental agreement. Provide details about the rental location, dates, and any specific employees involved. Mention any transactions, including reservation numbers, rental agreements, or receipts. Clearly describe the nature of the problem, the steps you took to resolve it, and the response received from Enterprise Rent-A-Car. Detail how this issue has personally affected you, such as causing undue stress or financial loss.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as photos, emails, or receipts. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses incurred as a result of the issue. In the 'Desired Outcome' field, describe what resolution you are seeking from Enterprise Rent-A-Car, whether it be a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors that could detract from the credibility of your complaint.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, monitor your account for any responses or updates. ComplaintsBoard.com may notify you of any replies from Enterprise Rent-A-Car or other users who may offer advice or share similar experiences.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Enterprise Rent-A-Car customer service

Phone numbers

+1 (866) 534-9270 1-855-266-9289 More phone numbers

Website

www.enterprise.com

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.

Is ComplaintsBoard.com associated with Enterprise Rent-A-Car?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Enterprise Rent-A-Car Customer Service. Initial Enterprise Rent-A-Car complaints should be directed to their team directly. You can find contact details for Enterprise Rent-A-Car above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Enterprise Rent-A-Car. Discuss the issues you have had with Enterprise Rent-A-Car and work with their customer service team to find a resolution.