Enterprise Rent-A-Car
Reviews and Complaints

Dear Enterprise
I am a person who rarely voice out dissatisfaction. My recent experience with Enterprise located 4635 N 7th St Phoenix AZ 85014 took the cake.
It all began Friday morning when I reach out to the this location requesting for pick up [so which Enterprise has been advertising and known for]. A very dry voice answered the phone and blatantly said she does not the resources to be me pick me up over over the next hour. She told me it is not in the policy. She added, I made the reservation less that a week and there are over customers ahead of me. She said the shuttle has left and the next route is at 2:00 in the afternoon. I ask the lady who she was. She said her name is Whitney just like the singer and she is "the Assistant Manager". She said she has never known Enterprise to pick up customers and she has been as this particular Hub for two years. Of course her statement was incorrect. I have known Enterprise to go above and beyond in the sprit of customer service. I told her I need to be in Tucson at 2:00 PM to attend my girl's wedding. She said she spoke to her manager and the earliest shuttle pick up [which is 4 miles away] is 1:00 PM. I told her the wedding OVER by then. She said. get an Uber and will see you soon. I called Uber and took the rental attended at wedding. As I was driving home last night, the experience resonated on me. Whitney was dry and rude and does not not have an iota of customer service. Instead of returning the rental on Sunday, I decided to return today. Guess what happened upon my arrival? The "Assistant Manager" Whitney approach me as ask me how was everything. I told her she was rude over the phone and needed sensitively training. She said she was not rude and CAN NOT TALK to me. She walk out on me walk across the lot. I was left out and bothered to approach or assist me. I trust if you cameras to confirm what exactly took place. I went inside and told the manager Whitney walk out on me. Instead to the Manager apologizing on what transpired, he had another associate assist me. Instead of apologizing on Whitney's rudeness, no one bothered to apologize. I have to say, it was the worse experience over the past 20 plus years. I was left unattended. I felt so disrespected that I decided to walk home. Enterprise needs to hire better capable personnel with excellent customer service.

Yesterday I got a call from Enterprise in McKinney TX stating I had damaged the car. The minute I picked the car up it had no gas and was pulling to the right bad. I'm thinking okay it's a rental. Well a few days later I wake up to the front driver tire completely flat. My mom had a stoke so I had to get the hospital. I changed the tire & bought a new one at Princeton tire. Called enterprise Corp they said I would be reimbursed. As I left the tire place it was still pulling strong to the right. Hindsight should of had the passenger front tire checked. Well it had a blowout. Both front tires had absolutely no tread and the steal belt was visible. Now enterprise is trying to blame me. The woman at enterprise was extremely rude & stayed I am responsible. Well I'm sorry you sent me a very dangerous defective car that could have killed me if the blow out happened in a busy area. I did trade the car for another car because it was simply to. dangwrouis. But the tread wear on both tires were so bad there is no way I could have done the damage. Don't rent from enterprise - if any thing happens it always your fault. I had talked to corporate twice and local branch 3 times during these issues. I was told they didn't have a car available when the first tire had an issue. But they have denied that as well. Thankfully I took multiple pictures. But still in a battle with them - but McKinney TX Enterprise - stay away from them. Who knows how long I will have to deal with all of this mess. K Smith

I received a dirty car they cleaned everyone car but mine as I waited in line outside and watched I was charged extra day I turned car in a day earlier than friday was charged extra Saturday never received my refund returned car same way I got it poor experience I thought at least I would receive clean car especially since we are dealing with covid

I reserved a car in 07/28/19 on my birthday. Upon going to pick up. I was told that my name was on the "do not rent list" bcause of a damage vehicle i had back in 2014. Given a no. to call for resolution. Disputed it and they sent me a picture of a vehicle with a scratch. i was then told that acct was handled by First Financial and make payment @ www.claimtopay.com. Went in on 11/15/19 and made $100.00 payment. Went in on 01/03/20 and made an additional $100.00 payment. Phoned First Financial @ 855-282-1465 to see how much I owed on the debt. Was told that there had not been any activity on the acct since 2014. Had no records of my payment. instructed to call Enterprise. Spk with 3 different reps @ Enterprise, who told me they could not find the acct and they did not know where the money was. We are only talking 6 years ago, how could you not know, what kind of system is this. Left me with they would have to do an extensive search to find where the money went. I asked whose web address is that. They say it is an old website of theirs and they have since obtain another site. I asked since July 2019, which is when the site was given to me. They said no, it has been about 5 years. Out of my money and my name remains on the "do not call list>

Picked up a rental supposedly with no damage listed on the initial contract. The contract also was missing information including the price of the rental. It was written because their printers were not working. They told me of I had any concerns I could have a walk around by an employee to check for damage. I immediately saw a scratch and requested the walk around. The employee "noted" the scratch and told me I could go, without providing anything in writing. The employee never looked above or below the vehicle. I requested he provided me a written slip. I had no idea that the roof or undercarriage needed to be checked until brought the vehicle in to be dropped off. When I dropped off the car they told me there are 2 dents on the roof of the car which was never checked by their employee. Now they want to put their claim through my insurance.

I have never been so frustrated with enterprise as I have been now since I started renting from you guys in june of 2017. First I will say that ever since you guys removed brandon and his crew from the sahara location in las vegas, nothing has gone right! Brandon and his crew were absolutely amazing. Every time I went to rent my car they greeted me by name and knew the twins. The entire crew was always so extremely friendly and helpful.in feb of 2019 when I went to pick up my rental he heard me mentioning on the phone about my brother passing and they made me feel so loved with the condolences they gave to me. Speed up to april 2019 when I rented a 12-18 passenger van for a family trip. The crew that was there was allllll new. Friendly, but I was skeptical. They were nice enough to apply a "military" discount once they saw my usaa credit card. Once I returned the vehicle I never received a call as I did before with brandon and his crew to close out my rental contract. I called and they were nice enough to apologize and say the only thing was that the tank was not on half a tank and claimed they were going to charge me extra until I took off of work and went to show them I took a picture right in front of the facility that should the tank was well pass the half mark. They handled the situation.in may of 2019 we rented a car from the denver holiday inn airport location and aside from being charged a toll fee weeks later the experience with them was okay. Now speed up to the recent rental, oct 31 2019 confirmation #7kfq0q. It was for a quick getaway in which we ended up coming back a day early due to a work emergency for my fiancé. At the time I spoke with leon and he said he would take a few hours off once we returned the rental. He called me saturday morning after the rental was turned in friday evening and explained the charges. Tuesday I just so happened to view my bank account and instead of being refunded the deposit I was charged for it. I called the rental location and a little boy named gustavo answered and said "oh yeah I was just looking at that and I made a mistake!" I was very upset and irate explaining to him that now with $400 plus being held on my bank account because of an error it is going to cause things to bounce on my bank account such as my rent and electric bill payment. He just very plainly said "sorry I fixed it". I asked to speak to a manager and rebecca came on the line and when I explained to her that a simple "I fixed it" is not going to stop me from looking bad and being humiliated with my leasing company and electric company. Rebecca stated to me that if there are any late fees and other fees that she will take care of with documents which is fine because I will present those. Here is the problem, I am now at the mercy of hoping this money gets returned before my rent and electric bills comes out. I will get fees on my bank account, my leasing company, and possibly have my power disconnected because of this mistake. Something needs to be done and I feel that enterprise should address letters to not only me but my leasing company, bank, and power company so that this error does not fall on me in the long run. I hope this email gets into the correct hands and is addressed as it should be.

Thank you,

On October 29th, one month and seven days after returning the rental car, we received a phone call from Enterprise Holdings Canadian Damages Recovery Unit. The person demanded us to pay $1, 325.38 for a damage claimed. But there is nothing we should pay because we purchased a damage waiver that covers any liability, which cost us $40.98 a day.

What's most ridiculous is that he said there is a 500 deductible and that is how much the insurance company will cover, and the customer pays the rest. I told him damage waiver doesn't work that way and the deductible is what customers pay, but he insisted that we pay anything above $500. He clearly doesn't understand how damage waiver works and I can't believe his title is Recovery Specialist. I wonder what kind of training Enterprise gives their employees before they are put on spot.

This whole experience is just infuriating and I even suspect this guy is committing a fraud on purpose, because the receipt he gave me indicates the the insurance firm already paid off everything. I am tempted to call the police.

We rented a vehicle from Enterprise for one day. We returned the car just as it was received. We then received notice of a damage claim filed against us. We contacted the rental branch in Longwood, FL and they told us not to worry that they would submit information to cancel the damage claim. We contacted them numerous times as we continued to get notices from the damage claims unit. We've spoken to two assistant managers and both continued to reassure us that the claim would withdrawn. We repeatedly asked for this information in writing, but never received anything. We contacted customer service via Facebook and the referred us back tothe claims department. Today, the claims department has informed us that the claim has been sent collections. We are beyond livid with the lack of communication between offices and the lack of concern for your customers. No one will listen or even acknowledge our issue or complaint. Is there any recourse other than legal action?