Enterprise Rent-A-Car
reviews and complaints

I am writing with respect to a negative experience with one of your agents that said his name was andrew. I called the tel No: [protected] at 11:56 a.m with a view to getting a price on a van hire. My daufgter walked into my office wearing her grandmothers wig which i founf funny so i started to unconsciously laugh at her while i was still on the call with the agent. The agent started to immediately attack me, be argumentative , threaten and call em a liar.

Agent stated his name was Andrew.

This is unacceptable behaviour and I will not tolerate it

I have two issues with my recent rental of an Enterprise car.

1. When collecting the car I was told that it had to be returned with the same volume of petrol. However I underestimated what was needed. I should have perhaps put another £10-15 pounds worth in. At the end of the rental I was charged an additional £47 and told that the excess was an 'admin fee'. This was at no point explained to me. I believe that this is sharp practise and a way of Enterprise making money out of its customers.

2. After collecting the car I immediately noticed that the tyre pressure was low. But I was going away for the weekend and resolved to pump the tyre up on Monday. As a cautionary measure, on Monday I told the branch of the problem. They advised calling out the AA. Which I did. They in turn took me to the nearest Kwik Fit where it took Enterprise 45 minutes to authorise the work. Imagine my shock when I have received a bill of £287 which includes a charge for the AA attendance and another £50 admin charge.

Clearly this car was rented to me with a fault. Furthermore the 'AA charge' would have been covered by your umbrella policy. Why was I not advised to drive (the car was driveable) to the nearest Kwik Fit.

Not happy and I will be recommending that Tesco Insurance no longer use the services of Enterprise. Without a satisfactory outcome to both matters I will publish on social media.

Vehicle was rented back in June for a week (6/13-20, 2022) to attend a wedding in Fargo, ND. Once arrived the vehicle was disgustingly dirty and smelled of chlorine which triggered my family allergies. Had to ride with windows down every time we used the vehicle. I called, emailed and called again several time and still no response from company. Horrible treatment.

Booked my reservation a month in advance, the email stated I would pay $287 on pick up. I use my debt card with $333 on it which I reserved for the rental car. My card declined after I intimidated and signed for $287. No mention of anything more. Goes outside and tries my card again and it declines. I told them there was $333 in the account and it shouldn't decline bt they said nothing. I called my bank Community Spirit Bank and they informed me that enterprise was charging almost $600. I initialed for them to withdraw $287 not $600. They tried to tell me the policy is $300 deposit, but even the reservation stated that a deposit was $300-$850 if the vehicle was sports/luxury. My car was not any kind of vehicle like that and they were still trying to charge me a $300 deposit. I told them this isn't enterprises policy and they said no but this is our policy.

I rented a car from Enterprise at 20537 Western Ave, Torrance, CA 90501

on June 18, 2022. Since then I've been renting it by the week and when payments are taken from my credit card the amounts seem higher than they should be. I asked about my bill today on the phone and was told I'm paying $25 per day for insurance. I was NEVER asked if I needed insurance and never signed any agreement for insurance. However, when I look at the contract, the insurance WAS added to the contract. I initialed the section which states that I declined insurance, but now I see that only referred to supplementary car insurance. This is a very sneaky and fraudulent way to make the customer think he's declining car insurance, when he's actually only declining add-ons to the insurance. I've spoken to the sales agent and he said he would remove the insurance going forward, but I still have to pay about $1200 for the insurance up to and including today's date..

Since I rented the car on June 15th I haven't had any reason to use the insurance. As is the case with 99% of car renters who add insurance to their rental contract, it's been a complete waste of money and it's added about 40% to the rental fee. I've read that Enterprise employees receive bonuses for add-ons such as car insurance because it's almost pure profit, so I understand the motivation for tricking customers like me. However, it should be sold in a professional manner that treats the customer with respect, not done in a deceitful manner.

I've been a Platinum level Enterprise customer for over 10 years and very rarely had reason to complain. I'm sure you would agree that this is a very poor way to reward my loyalty to your company.

Please let me know how this situation can be resolved.

Regards,

David Treciak - Member #GB7H3RS

Erie insurance claim made reservation for me and showed my email lady from enterprise said I need reservations and asked somebody else she said he doesn’t has reservations and contacted with insurance why layers 40 years lived in this area missed time and do ridiculous time 9 am and called enterprise at 2 pm gentleman asked me phone number get my reservation one day before and asked why people play like that why different between black and Hispanic looks like discrimination first time my life get treatment like distinctive race accent note more people come after me get car why black peoples discriminated Hispanic look the same we are human every body made respect and doesn’t matter races 16300 heritage blvd Bowie Md 7-27-22 at 9 am my phone [protected]

Enterprise is not responding to my attempt to make a damage claim, texas law requires all drivers to have liability insurance. why would they rent out a vehicle with no apparent insurance. I have been calling them for days now and there is no response. HOw does someone drive off the lot in a car with NO INSURANCE?! NO one checked the drivers insurance?

I reserved a "luxury SUV" (Chevy Tahoe size) week of January 1, 2022 for the week of July 1 thru July 10, 2022. They asked for no payment up front but stated that size vehicle would be available for that time frame and gave me an approximate total. Time came to go pick up the vehicle, the place was extremely busy so we waited for approximately 30-40 minutes. I showed the gentleman my email of what I reserved back in January, he took me outside and wanted to put me in a Toyota that was more of a midsize SUV, I declined and said I needed the trunk space not so much the 3rd row seating, he tried again with a Volkswagon, again not a big trunk, we ended up with a Chevy Traverse that we put the 3rd row seat down but the trunk space still was not what we needed. That right off the bat was frustrating especially since I had it reserved or "on hold" since January. We then had to wait for the garage to go over it because it just came off a rental. So we were there for about 2 hours total getting a rental car that I had "reserved" since January and wasn't even the one I wanted. Going over the rental agreement with the sales guy, I asked about the toll pass, because I have one and I was going to use mine. He clearly said do not ues yours because you will end up getting charged twice. Enterprise charges you and then you would get charge off your responder. So I asked the question it is right into the agreement, he said yes. Ok, I also got the extra roadside assistance for the time we were gone. I asked him if we return the car early will I be charged the extra day, he said no. Well they charged me the extra roadside assistance, the extra day. Fast forward to I returned the car a day early, put the key in the drop box 15 minutes after they closed. They called me on Monday morning to ask how everything was, unfortunately when they called I was in the middle of something and just said fine and hung up. They billed my card that Monday I paid it thought everything was done and over and never have to deal with them again. Well a week later I get a credit card charge for $7.75 from tolls, after an email a day later and looking into it I discovered it was for the tolls, I ended up paying it because it was $7.75 and honestly I wanted to be done with Enterprise at this point I had, more than enough. Then on 07/22/2022 more than 2 weeks after my final agreement had been paid, car returned I get another credit card charge for another toll of $31.45. I call the local enterprise place, waited on hold for over 25 minutes, the phone was picked up 3 different times and placed back on hold, then when someone finally picked up to speak to me told me they couldn't help me and gave me a different number to call. I called that number and got someone working from home because he kept having to mute me because of the dogs barking in the background. He advise me that these charges can keep coming until the toll company is done filing them. Oh and there is $4.95 service charge to every toll, so it would of been cheaper for me to use my own transponder then to go through Enterprise because I do not have to pay that service charge. Who gets the service charge? The gentleman on the phone gave me another number to call (the Toll people to find out how many more tolls I would be charged) . At this rate I am up to $40, $10 in fees, and they are still not done in charging for tolls yet. All because first when given the agreement in the beginning they should of explained: You will be charge a service fee of $4.95 for every toll you go through plus the toll, and you will continue to get billed for the tolls weeks after we bill you for your rental agreement because it is 2 different items. The whole process of this rental from start to end has been very disappointing, and to continue to keep getting charges makes it even more frustrating. Desired Outcome : Training on employees so other customers do not get blind sided about the charges. I would like a refund on the service charges for the tolls because if I used my own I would not be charge a service fee every time I had a toll. Re look at my bill to make sure I was truly charge correctly because I honestly do not trust anything about Enterprise and what they have done, because of the experience I have had.

When trying to be added on as a driver at and airport I was told I was on the DNR list. Not knowing what that was the person behind the counter told me although she couldn't tell me why. This was on June 4th of this year. On June 6th of this year I called customer service and was told I owed $275.00 from EIGHT years ago for a minor scratch on the passenger side of the vehicle that I rented. Never was I informed by phone, email or mail that I owed this money. On June 6th I was informed that a "regional" manager would contact me. That never happened. Two more times since the June 6th I've called and was told a regional manager would call me. That's never happened as well. I again called today and again was told that someone would be in contact with me, this is a 3 to 5 day thing that at this point I guessing there really isn't someone on the other end of these requests. I've recently took a position with a company that unfortunately uses National as the preferred rental car company. Since I'm on the DNR list I have to rent from another car company which cost more per day than Enterprise or National. I am now getting questions from upper management on why I can't rent from Enterprise or National and I have no choice but to tell them I can't get Enterprise to respond to my numerous requests.

July 18th . I went to pick up the car I'd reserved online with Travelocity and when I went to the desk to pick it up they said they were all out of cars. I had to rent a car from Dollar rental for over twice the price. This is evil, and I will pursue this legally to the end.

Enterprise

Confirmation: #[protected]

Travelocity itinerary: [protected]

Reservation details

Pick-up

Mon, Jul 18

5:30pm

Drop-off

Tue, Jul 19

5:30pm

07/16/2022

Donald Hatter

1213 East 7th Street

Pueblo Co. 81001

I received a letter from Enterprise Rental Cars today, dated 06/30/ 2022 stating that I was involved in an accident within their vehicle in Kansas. U.S.A.

I have rented Cars from Enterprise Rental before. I have always returned these Vehicles in pristine condition. this instance 06/30/2022 I did not rent a car from Enterprise at all, and I have never been to Kansas. This claim is fraudulent. I have used Enterprise before, and they have all my information on file, including a valid Colorado State Driver's License, with no accidents or violations in over 20 years.

Tried to rent a car thru insurance. Received confirmation number. Called local Cortland NY office. On hold for 90 minutes no answer. Went in to get rental was told we have no cars. Asked about phones system was told by CSR that he had to pick up cars huh? You just said you didn't have any. Told to come back next day or Saturday. Left upset. Got outside and tried to call only to sit on hold again while watching the building which no one entered. Sat on hold for another 30 minutes before I got really PO and hung up.

On June 7th I rented a car for 5 days from your facility in Lake Havasu city,Az . I drove the vehicle for 5 days locally. I want to address my major complaint - That of the exorbitant fees that I was charged with and paid. I rented a car class - CFAR .. I didn’t drive the car excess miles and returned it on time. The complaint is the total charge was $ 816.34…I was stunned and then felt offended by for the sake of words “ROBBERY”. That is $163.00 a day ! I have rented from your firm previously and had trust. Being unarmed, I was not prepared for this.. I feel the giant figure is very wrong and I will hesitate to rent from your firm again.. Richard Whiffen. 301Clay st. DuBois, Nebraska 68345

I rented a truck Saturday morning and was scheduled to return the vehicle Tuesday morning 9:00am. I called Tuesday morning the first time around 7:38am (The location opens at 7:30am - 18:00 Monday-Friday 9:00am-14:00 on Saturdays). I got the call center the first time I called and spoke with a rep who told me if I wanted to keep the car longer I could (I asked her if I kept the car longer than the scheduled return time 09:00am Tuesday, and returned it before 17:00 Tuesday, how much would it cost me?) she informed me that the branch could give me a call and give me that information and that she had submitted a ticket and they will return my call soon. I had a feeling it wouldn’t be that simple so I called right back to see if I could get a hold of the branch office by selecting a different option and once I got through I confirmed with a gentleman if it was the location 11411 e northwest highway Dallas Tx location and he assured me it was and also informed me that as long as I returned the rental before 17:00 Tuesday (which is 07/05/2022 today), I would not be charged anything. I asked if he could send me an email confirmation or something showing that in writing and of course he couldn’t. I asked him to double check I asked was this the branch twice and he even got annoyed and said he promises it’s fine I will not be charged anything in addition to the original charges. The original charge for the rental was an estimated $432 with the insurance option I selected mind you my car is being held at the dealership for repair so I was not expecting to go over a certain budget with enterprise. $432 in addition to the $300 deposit so $732 /round a bit more. I pull up at 16:48 Tuesday and was informed the truck was in the same condition as it was before I rented (I put extra gas in it as well), however I’ll be charged an additional $150 because I did not return it before 9:00 am. I asked to speak with manager because once I told him what happened he told me I never spoke with anyone there. I can’t go back and forth with him although he sounded exactly like the person I spoke with but then again there were three men there in the lobby and they all said they did not speak with me. I told him I will need to call customer service to see if I can pull the person or call from earlier or even speak with someone who shows it in the system as dropping off before 17:00 no additional charge. He told me he was the manager and unfortunately I could keep the car or leave it with them. He was pretty much rushing me to make the decision because they were about to close. I called and the first rep I spoke with confirmed the time said before 17:00 I will not be charged, she also said she could not send me the email confirmation but insisted to transfer me to her manager so that she could do it. Before she transferred me I asked her several times if the deposit showed $300 for a return of 17:00 Tuesday and she assured me. I put her on speaker in front of my fiancé and the manager. The manager asked if she could get out the system so that he could update his screen because he doesn’t show that. She transferred me and her manager says she doesn’t see the email stating 17:00 and what ever the manager at the location said is what I need to go by. She said a regional manager will reach out however there is nothing she can do. This doesn’t have to be this way. I looked in the contract and did not see anything on additional charge for same day return however I’m not arguing that and I never was. The frustration comes from being lied to and passed around with disregard and then told take the car or leave it but it’s still coming out of my deposit.so was I supposed to leave the car and be charged additionally? I’m trying to understand how the call center is giving false information but then again people are people. I can’t point a finger at the manager as far as my money but the dismissal is something I will always snare my nose at. The audacity to treat the situation with any other true intent is frightening. I will never spend another dime with enterprise and I will encourage all people to stay away. I’ll be waiting to hear from the regional manager and I do plan to go over their head as well until I get my full deposit back.

I had problem by your station incharged. 17 June booked personaly car for 22.6 pickup. They called 21.3.00 pm and said can't available it was very big shocked that if they not sure why they not said on the spot booking that you have in chance. They told that you was in chance. End of the last moment. I got lot of trouble due to I had appointment verybserious in Prag.

I lost all and your staff behave are very badly treateft with us.

I am decide I will never take and even advised to other don't try to your firm takr car they will not a honest and respcting to costumer.

Purchased vehicle bought and paid for never received license plates and now temp registration is expired and we are driving illegally. I need this problem solved right away. This vehicle is for Frontier Heating and is being used daily. I have tried to reach out to them but to no avail. My next call is to my lawyer and a negitive google review. My name is Thomas Laine Pesident of Frontier Heating and A/C service inc. My direct phone # is [protected]

I Amy PINEO am very upset I was charge with another girl in my car they did not want be they wanted her I had no idea what was going on so enterprise said I could never rent from them cause of the girl being charged. MY CHARGES WERE WITH DRAWN SO I WAS NOT CHARGED WITH ANYTHING. I feel like am be discrimanted against me so please take into consideration that it was not me they had the wrong person and there fore I was not charged with anything. SO please am in desperate need of a vehicle to travel to work and see my kids that live in the Toronto area. Please contact me at [protected]. or via email at [protected]@gmail.com. pleasers let me know know

Hendrick Collision rented a car for me while they worked on my car. The rental windshield cracked due to a rock hitting the window while driving. We reached out to Enterprise to inform them that had occurred. We offered to pay for the damages out of pocket but were told it must go through our insurance company. Enterprise has yet to contact our insurance company and attempted to charge my credit card, but they have not provided an estimate to my insurance company. They threaten to forward the bill to collections and not allow us to rent a car in the future. Hendrick collision rented the car, and we were authorized drivers. My insurance company wants to look into the rental agreement. We have asked them to contact our insurance company. The car is now on the website for sale. I have the VIN and a carfax report on the car. We feel like we have been scrammed. This car probably was not a car enterprise-owned. We are till waiting for them to make contact with our insurance company. They ask us to pay $1,368.00 without the insurance company being involved but would not provide an invoice. Something shady is going on.

I rented a car with Indio Enterprise (which was set up with State Farm Insurance due to a car accident) The process was not very smooth and rushed and got a dirty car which has electronic shorts. I was only going to use it for a month to fix my car. Unfortunately, my car was totaled and I have had to keep on renting it till I find a responsible-priced replacement. This has taken more time due to the frenzy of used car buying due to the economy ( and false claims there are no cars? ) no there are many but overpriced.

So I wanted to change out the more expensive car since State Farm was no longer paying for this one.

I called about how to do this and got hurried and crazy instructions as well as no referral or Car Rental agreement was available online to refer to. The branch was no help. I st got an angry call from Arturo that I "owed" him lots of money? He couldn't tell me how much or why? I told him I'd take it to a local "store" since I was not going to drive to Indio again any time soon. He never noted it on the file that I was not dropping it off locally! He warned me not to drop it off at the Airport ( that was incorrect but delayed a few days since it was over a weekend by now and all Enterprise car dealers were closed till Monday I still was believing his lies. Then I was to "re-do" the contract which I thought I had done in Huntinging Beach and paid a deposit and never got my deposit back ( which is $60.00 not $50.00 on the contract) then today I was threatened by Arturo again with an arrest that I owed $224.00? I said I have never got an invoice, an electronic contract, or just my debit card charges. I asked where is the paperwork? I will gladly pay if you can show me a summary! He told me NO he didn't have to do anything and he threatened me with arrest and jailing if I did not pay the amount! Also, he said I had to drop everything and go to the closest Enterprise location NOW but I will still be arrested! The last call I made was his authorization of over $600.00 he said he could do that and I said you just robbed me! I'll dispute this with the bank! He then said I'm calling the police to arrest you and hung up! Apparently, he is so limited in this vocabulary that he had to resort to threats! If he even tries this I see how he likes jail. I think he has been there before! To arrest me for $224.00 if that's what was due? Yet the takes 3 times the amount owed!

I rented a car and made a follow-up call to Enterprise. When I spoke to the agent, he was very rude and told me he could not assist even though I read the policy to him. I requested to speak to a supervisor and was put on hold. 5 mins later the call connected and the same representative laughed, said goodbye, and hung up. I called back and was able to take care of the matter with an different associate.

I still called headquarters to make a complaint about the experience I just had. That rep offered two free rental days at any location. When I received the email with the codes, they only work at airport locations. The nearest airport location is about 75 miles from my home. Out of curiosity, I booked the reservation at the Chicago Midway Airport Enterprise location. When I called back to ask another question, I was told I could not rent a car out of Midway without a round-trip flight (which I do not have). I contacted headquarters back and they sent me to the Escalations Department. I was told she could not assist either and would forward my complaint. These are two complaints about two different incidents within 24 hours and no one has contacted me or able to assist me. They cannot transfer calls to supervisors for immediate service. This is ridiculous. So now I have two coupon codes that are of no use to me and NO ONE THAT CAN HELP!

Afterward, I called three different times about the issue and was given three different answers some reps say I can, others reps tell me I cannot and there is nothing they can do. I am not willing to drive 75 miles away from home to rent a car when there are local places less than 10 miles from my home, I fear that I will drive to Midway Airport and be told I cannot rent, wasted time, gas money and hotel fees.

Thanks for lying to me and not handling the original customer service complaint. Sad truth this whole experience has annoyed me to the fact that I will no longer rent with you for personal and work-related rentals. I deserve better. I have filed my complaint with the BBB and will continue to promote negative reviews in any way possible including on social media, emails, and personal referrals. I was given two useless codes that expire in a year.

I will not support companies that do not offer a live rep that solve problems.