Enterprise Rent-A-Car

I would like to share an Enterprise customer story with you and your team. I apologize for the length of story but please consider the details important because on that nightmare of days it was very important to me, a very long time customer of Enterpise Car Rentals. Within 24 hours of this nightmare experience, I contacted several members of your executive team. To-date, 19 days following a serious car accident while driving your rental car, I've heard not one word with the exception of your local (area) manager, Amanda from Wilmington, NC. And we had to contact HER. She has refunded what we consider the vindictive charges to our credit card, but no one has addressed the stunning and shocking behavior of your manager, Joey Buccola at the Raleigh-Durham Airport Enterprise Rental Car location. He addressed himself as the Regional Manager to the police. And no one has addressed his calling the police in the first place, and my "disturbance" charges which will cost me dearly lost wages, gas money, court costs and possible fines and time. I am a senior citizen and I am a woman.
On 10/11/18, I was driving an Enterprise Rental car from my home in New Bern, NC to an out of town Conference in North Carolina. Two hours into my trip, I was involved in a car crash. The side airbag deployed, thankfully, and I took quite a bit of impact to the left side of my head and I was later dx'd with a subdural hematoma. The car was towed by the police as I required medical attention in the ambulance on the scene. I was in total shock, pain and bewilderment, to say the least. Stranded, and not thinking clearly, the police advised I ride with the tow driver and contact Enterprise for another car to return home once I reached the tow lot. The tow driver recommended a nearby Enterprise pick up location and said he would gladly drop me and my conference baggage at this location. Enroute, I contacted the recommended location, and was advised there were no cars available and there was no one to pick me up to bring me to a location for a replacement auto. When I pressed the representative for a solution to what was an exceptional situation, he recommended I "download the Uber app" and take Uber to the Raleigh-Durham Airport Enterprise location - 45 minutes away - to get a replacement. He also stated I should call Enterprise Roadside Assistance.

I begged him to make the call for me (my purse was in the car on the flatbed of the truck) and he hung up on me. The tow driver heard the entire conversation (I had the phone on speaker while I held a cloth to my bleeding shoulder) and suggested I call the home office, thinking this was horrible service given Enterprise is known for picking customers up when needed. I called Enterprise back, & spoke to someone different who gave me a phone number for Enterprise Roadside Assistance. The tow driver pulled over and gave me a pen from his console to write the number down and I called. The Roadside Assistance person I spoke with advised there were NO cars available and certainly no pick up from the tow company's yard and that the two closest locations were busy. I was placed on hold numerous times and prevented from calling my family to advise of the emergency situation I was in. I was bleeding, bruised, and in shock. After 40+ minutes on the phone, the representative stated I would have to make my way to the RDU Raleigh Durham Airport to get a replacement car - the only location with rental cars available. When I asked "how am I going to get there when I don't even know where I am?!" the Enterprise representative suggested I "take a cab". I am not making this up.

The Roadside Assistance person was concerned about the location of the Enterprise undriveable, wrecked car was given all my insurance information. I provided all that information for the 2nd time and wondered why Enterprise was more concerned about their car and not my well-being? I was literally alone, injured and stranded in a City that was unfamiliar to me. The tow truck driver pulled over again and said, "Don't worry, I'll go home and get my wife's car and drive you to the airport. That is terrible service you are getting from Enterprise and it's making me angry. I would be glad to tell this lady off!" She came back on the line and asked me to hold again, again preventing me from contacting my family.

By now it was raining and we had reached the tow company's lot (about 25 minutes from the accident scene) which was ankle deep in oily mud. The driver drove the car off the platform so I could retrieve my purse and rental agreement. After the long hold, stranded and wet standing in mud, the Roadside Assistance rep returned stating that she had found a ‘van' for me but the location couldn't pick me up for 45 minutes or longer. The tow truck driver, said kindly, "I'll take you there … at no charge. This is a terrible situation and Enterprise is making it worse." He got me a chair to rest and rinsed the mud off of my shoes, got his car from home, loaded all my conference cargo into his car - and there were a lot of boxes and bags, and drove me 45 minutes OUT OF HIS WAY to the airport to the Enterprise office, refusing any payment. This was a stranger to me, but that's how desperate I was with no consideration from Enterprise the company that burns your ears off with the on hold recording that that is what separates them from the competition. But again, I realize I am dealing with a privately held company and have no responsibility to anyone but themselves.
When I arrived at the Airport rental location, the tow driver unloaded all my cargo into the very busy and wet lobby of Enterprise. Among my possessions of value were electronics, cases of food and water, etc. for the conference all stacked in a damp corner. The first thing the rep asked for is all the information on where the car was. I gave her my insurance information (3rd time provided), tow company's location and business card contact, etc. and she shuttled me to the next waiting area where a ‘manager' would provide me with a replacement car.

There were only the three of us in this area, myself, the manager (Joey Buccola) and another lady working with him. I told my story again to this man and he quickly asked…"Where is the car? We need to secure the car first before a replacement can be given to you." I gave him the information for the location of the vehicle AND my insurance information - now, for the 4th time. I am now nauseous and in pain still visibly upset, standing at the desk holding my head, while he made the call in front of me to your recovery service, which sounded as if they were already at the tow company's lot to retrieve the wrecked auto, never offering me a seat, or acknowledging the blood on my left shoulder, bruising and swelling on the left side of my face, a blackening left eye, etc.
I was left standing there listening to him call someone else to make sure the car was truly where I told him it was... he made comments like …."Oh really? You think she totaled our car?" and he was smiling! SMILING, actually smirking. I was made to feel like a criminal who was trying to pull a fast one with an Enterprise car. I went to sit down in the lobby, a distance from the counter, and he looked up from his computer paperwork and said "What's your deductible?" I said I didn't know - by now I am so upset, and I found this treatment too incredulous, I'm still in shock over the accident, I've been driven to the airport by a complete but kind strange man….so I advised him I had just moved to New Bern and had new car insurance, unfamiliar with the details of deductibles. He never explained why this was important. In a rude, clipped, brusque and impatient manner - let's hope this is recorded on camera in his lobby, "Well, then, I'm charging $1000 to your credit card and that's what you'll have to pay." His attitude was appalling. I had absolutely had it. I walked over to the desk, and smacked the back of his display loudly and said "What is WRONG with all of you? You care more about the car than you do about the customer standing in front of you." He steadied the monitor and said "GET OUT NOW!" and then "I should call the police….wait, I AM calling the police. You're going to jail" and disappeared into the back office. The lady at the desk was smirking and I tried once more to plead for help, "Can you please help me get another car so I can just go home? I just want to go home." She looked up, smiling and said "No. I hope you go to jail." I AM NOT MAKING THIS UP.

The police arrive and we talked through what happened. The youngest policeman came to me and said, the manager insists you be be arrested for ‘disturbance' even though there is no damage or harm done, and he says he IS the Regional Manager and claims it's recorded on camera, so….I am citing you for disturbance and he has demanded you also be issued a trespass notice that prevents you from ever coming onto the grounds of the RDU airport. THE AIRPORT! The more mature of the 3 officers took this young officer aside and advised him that was unnecessary and that he should write "the Enterprise office at the RDU airport" instead since Joey Buccola insisted. This IS my husband and family's closest airport, by the way. I am now banned from entering this airport as the report for trespass is not written clearly. I am summoned to return to court (driving 3 hours each way) to face charges of ‘disturbance' in December, thanks to this cold-hearted, out of control manager. The more experienced officer looked at me and said "This Enterprise manager is a D*ck." The officers then offered to drive me to another Hertz (where I would be treated ‘respectfully and with compassion') because this manager had ‘cancelled my reservation and would not be giving me another car.' Enterprise had stranded me. The policemen loaded all my things into their cruiser.

I returned to the lobby where all my things were stacked to retrieve my purse and looking up at the manager behind the desk, saw he was SMILING, jeering and smirking and so was the other Enterprise employee! I'm not proud but after all this, still in shock over all that had happened, said "F-You! You are LAUGHING AT ME?!" And his response was "I just got you on camera telling me F-You". Laughing. This monster is a paid MANAGER at Enterprise's largest rental airport facility, acting like a petulant 7 year old...laughing at a LONG TIME (DECADES LONG) SENIOR CITIZEN CUSTOMER WHO HAS SUFFERED A SERIOUS CAR CRASH LESS THAN TWO HOURS EARLIER. When I informed the officers, the most senior of the three hugged me and said, "let's get you out of here and on your way home".

You should also know that throughout the police investigation, this same manager came out of his office twice, asking the police how much longer they were going to take because he was busy and needed the parking spaces (it took three policemen and 2 police cars to subdue this "disturbing" 65 year old injured senior citizen!) and he wanted this "crying woman making a scene" out of here as quickly as possible.

Once at the Hertz rental car location at RDU Airport, I exited the cruiser, the policeman unloaded all my possessions into the Hertz Rental Car and pressed a business card into my hand (the Enterprise manager's) closing my fingers over it, looking directly into my eyes he said, "Ma'am, use the power of the pen to tell the company what has happened to you. I would have thought this manager would have acknowledged and respected all you had gone through and should have known how to handle this situation, without making it worse. I wish you safe travels and here's my card, please call me once you arrive home safely." I had a lovely experience with Hertz and their CLEAN, FULL TANK OF GAS (I left the rental location in New Bern with 1/8 tank!) auto and drove safely back home where I contacted my medical provider in my hometown. I emphasize clean because when I arrived to rent my car - with a reservation in hand - I received an uncleaned car (the first car offered had so much damage to it, I was spending 20+ minutes walking around to make sure I wasn't held liable for any damage and I refused the first car!) with potato chips on the seat and candy wrappers on the floor of the back seat. My husband cleaned the car AND THE WINDSHIELD when I got home.

My husband and I have always used Enterprise rental cars while traveling out of town on vacation, short trips etc wherever we have lived. We loved the service and convenience of the pick up although we rarely required pick up service - it's nice to have and was of value to us. Since I spent so many hours on hold during this recent tragedy, I had to listen to the Enterprise on hold message more than I cared to. It's all about the convenient pick up service (they failed miserably here) and treating the customer the way the customer wants to be treated (Enterprise failed unspeakably badly here).

I have NEVER BEEN ARRESTED IN ALL OF MY LIFE FOR ANY REASON. Now because of this cold, disrespectful, unprofessional and rudely, immature manager, I am faced with a charge of ‘disturbance' and ‘trespassing' not to mention barred from the RDU Airport. What power this unskilled and ill-trained bully has over those renting a car from Enterprise. I have NEVER been responsible for causing an accident in my entire life. This experience has been deeply traumatic on many levels. Calling the police was punitive and small minded and felt more like vengeance than "managerial" action or control. A mature manager would have known how to settle the nerves of someone who had 1) been completely abandoned after a car accident in a strange city and 2) known how to manage the situation in a compassionate manner while protecting the interests of the company. There was absolutely NO acknowledgement that the person in front of him was experiencing pain, shock, stress and in need of professionalism, understanding and assistance. This monster could have righted all the wrongs committed at that point by other Enterprise employees. And I never would have had to write this letter, Mr. Taylor.

With all the emotional fallout wreckage following the recent Supreme Court hearings, to say women aren't treated differently (or downright poorly) in situations like this is an understatement. Perhaps his treatment of me wasn't rooted in age discrimination or sexism - perhaps he treats everyone equally poorly. In that case, he's working the wrong job and maybe someone should make the decision for him.

Enterprise is in the business of SERVICE and to put people, especially this cold-hearted and immaturely unskilled manager and his smirking sidekick behind the counter of what they profess to be an outstanding ‘family-run' PRIVATELY HELD business is nothing less than a business failure. If we all agree on one thing here, it was the employees of ENTERPRISE CAR RENTAL that lost control, not this 65 year old long-standing customer experiencing post-accident traumatic stress. I'm the customer here and I've been victimized. I also want to note that upon arriving home, my husband called the Enterprise area manager responsible for where we rented the car (not the nightmare manager at the airport) and she immediately refunded $750 of the $1000 charged, (our deductible was $250) the cost of the Hertz car ($175+) and one day's rental on the wrecked Enterprise auto. After sending my complaint to Enterprise executive management's team AND customer service on the headquarters level, you should know that after 7 days, I have heard absolutely NOTHING from anyone but the area manager who couldn't process the credits fast enough. Ms. Schuerger states that the manager didn't ‘press charges' but the police did. But, the Enterprise manager CALLED the police to a situation that could have been handled by him. I hold you 100% responsible for this nightmare.

I will have more expenses (of which will be hard on my family) over the court experience (I understand $180 court costs plus any fine the judge chooses, gas and lost income. I have a part time job and this is ¼ of my monthly income, and I am still owed the FULL TANK of gas I had to put into this rental car. By the way, when I returned the Hertz car on my way to my medical appointment, after hearing the Enterprise story, they didn't charge me a dime for the fuel I used. Amazing the difference between a corporation and privately held company's customer service.

I rented from enterprise for almost a whole year straight and spent thousands of dollars from the elm street branch downtown Dallas . Manager t changed at very fast and the employees that i had built a relationship had all left and they switched out the entire management . When Bailey and Terrance took over their first week of me owing they closed out my ticket without giving me time to get back in town so we started off on a bad note they refuse to take my rental history into consideration. We got last that and I continued to rent there thinking we could reconckle the difference and.m things got worse . Bailey would call every week threatening to report the car stolen if i didn't come in after my balance was only a $100 or so . I was extremely stressed every time she would call and i was going through bereavement and she indicated she didn't care . One day I came in and she told me I couldn't leave in the vehicle which was a Dodge Charger at the time and lied and said it was on a recall but when i rented the car and was paying on time it was never an issue until I owed a balance . So I basically was driving the car for months with a recall in which she knew but never said anything until she wanted me out the charger . She made me get my stuff out the charger and told me the only car i could rent was a Nissan Frontier truck which I didn't want but was compelled too. She said that I could get the charger in a couple days after they test it out . Couple days went by and she said they were going to pick it up and she would call when it comes in . Never got a call or never got back in the charger but was forced to drive a high mileage truck . I paid my balance at the end of every month as I've always done but I indicated to her and Terrance that i wasn't satisfied with the customer service and felt by me being black that I was getting fair treatment as a loyal paying customer . I was scared to come in a lot of times because Bailey made me uncomfortable at times because she would lie about prices and other vehicles they had but Wouk day let me rent . So i told them that after this contract I would be going to another branch and she even called me when she noticed I paid st another branch . So after two weeks Bailey and Terrance and the risk manager conspired to prevent me from renting by putting me on the DNR list . I didn't know until I came in to lay my balance and she pretended as if she was going to rent to me again and she took two payments and told me that I can't rent i would have to call Terrance . I called Terrance and text he didn't respond or didn't wanna hear . I reached out to the risk manager and Bailey has already forewarned him that I would be calling so when i finally talked to him he blatantly said that they didn't want my business anymore and to go to their competitors Avis or hertz . It was one of the most devastating things I've ever heard and talking to said employees Have indicated to me that she treats all blacks the same because of her first run in with a male customer that spit in her face so she profiles and label every black male that enters the branch . I returned the vehicle Friday the September 7th . The next day they send a investigator to my house and he called my phone and I told him that I had been returned the car and i paid my balance and don't owe anything. Almost two months later i receive a letter in the mail to where they filed a claim against my insurance apparently for him coming out .They put my mom on the DNR as well and they never gave her an explanation. These tactics were unethical and a racially motivated ploy to prevent a valued customer from renting not only locally but even on the road . This is a racist company and have several employees that have indicated the same thing . I'm in the process of filing oma suit. Bad company

Damage complaint

To whom it may concern,

On Tuesday morning at around 1030am I returned my hired vehicle (FP17VXF) back to the enterprise branch at 162a Bell Hill Road in St George Bristol.

The vehicle did have some dirt after driving through country lanes but nothing I would class as excessive. The dirt was around the bottom of the vehicle, around the skirting and the wheels, as would be expected. If the staff thought that the vehicle needed to be cleaned before inspection I would have had no problem in waiting for that to. Be done but nothing like that was mentioned or requested.
The vehicle was inspected by a member of staff. This included the body work and the interior along with fuel consumption. I was in no rush and waited inside the customer waiting area while this took place.

When the member of staff returned she said that everything was fine and asked if I was happy with the vehicle to which I replied positively to. The outcome of the inspection was as I expected as I had not noticed any damage when I walked around the car before entering the office. There was no mention at all of the vehicle being dirty or any issue that made it hard for the member of staff to inspect the whole vehicle as the branch has done on many many occasions previously. I would also assume that all members of staff are trained in vehicle handovers and inspections as a company policy with guidelines and steps on what should be checked and how that check is carried out along with more guidelines and procedures if the expection is an unual one or if it is different to a 'normal' vehicle that is returned, such as obvious obscurities hindering a proper inspection.

She then confirmed my email address and said that my £200 deposit will be returned and confirmation would be received by email.
I was used to this as I have used enterprise on numerous occasions and consider myself a regular customer. My account would show this and I am currently a gold member.

I then left the premises and returned home. Upon returning home I received a phone call from the branch manager stating that they had found a large amount of damage, about the size of a football, to the wheel arch after cleaning the vehicle and that they will be making a claim against me for the repair cost. According to the manager the damage seemed to be a hit from another car rather than a scrape or scratch.

I was surprised about the damage found seeing as the vehicle was handed back and inspected without any mention of this fairly large and substantial amount of damage. I stated that I had not felt any collision during my hire to which I was told that it probably happened while the vehicle was parked. My argument was that the vehicle was signed off as ok before I left the branch. Also how can a football size amount of damage be missed just because of dirt. The vehicle is white in colour which makes any damage more easily visible as opposed to a darker colour.

I have contacted Citizens Advice and logged my complaint under reference number [protected].

As advised, I would like a response to this matter to be swift and would request a response within 14 days, as it is causing me stress and anxiety due to the surprise nature of this issue to do with damage and also the unexpected large bill the manager said I will receive.

Some body male rent a SUV from Enterprise an hit me as walking I filed claims to get paid for my injuries been given run-around I want my settlement now mean business for pain suffering my knees are scared for life. I file claim dru1, corporate an tort all over USA ya need to settle this now yes I got attorneys.but the driver was in the wrong Sept few years ago an I still haven't been paid [protected]@gmail. Do the right thing paid ya claim

I got a rental (paid for by Tesla, rental agreement #3355RQ) from Enterprise on August 3rd, and returned it on August 17th. When I picked up the vehicle, the left side of the car had been spray-painted after the previous renter had damaged it. The woman who walked around the car with me said it already been noted (even though it was not on my paperwork) and was not my problem, so I took her word for it.
I originally received a damage claim (claim #[protected]) on August 31st, and spoke to a corporate rep, who directed me to call the local branch. I talked to one of the 3 new managers there (a woman whose name I forget) and she said that the branch had not been reporting damages for the cars for a while, so they just attached the claim to the most recent renters. She said she had taken it off my record and would not go after me anymore.
I received another damage claim today (10/9) with a bill and photos of the vehicle, and spoke to a corporate rep tonight (Leah, I believe) who said that she would put a ticket in the system and get it resolved. That reference number is [protected].

I thought this was resolved over a month ago, and would like to know why the company cannot keep track of damage done to a vehicle, or make the resolutions they claim to have done.

Back in April 2018. I rented a vehicle from Enterprise in Hamilton On. I was coming home late at night when a deer jumped in front of my car on the highway. I swerved to miss him. But ended up rolling the car into the ditch. Thankfully my passenger and I were not injured but the car was basically a write off. An OPP officer arrived at the scene to see if we were ok. He saw that we were fine and called a tow truck. But didn't write an incident report. I called the rental company the next day to tell them what happened and that the car had been towed. I explained that there was myself and another passenger. They said they would get back to me as the person on the phone said he didn't know how to deal with this situation. I called several times and was told that I would hear from someone. Fast forward to June. I finally get a phone call saying they have been trying to reach me by mail and that I have been harassing the location I rented from. They took down my address wrong. Therefore I never received anything. They proceed to tell me they believe I wasn't the driver that someone else was driving. This decision is based solely on what the person who answered my call at the location I rented from Thought I said. I have sent several emails to the damage recovery unit. Them taking a week or longer to reply. It's now October. I get a bill in the mail for 20, 000. I have asked the gentleman I talked to, to please provide me with proof that I was not the driver. I have yet to hear from them. I have never seen an operation so poorly managed. I am now being told they are sending my claim to collection. This letter is dated Sept 26 2018. As I mentioned this is the first letter I have received since April.

[protected]@gmail.com my jeep-1995 hit by nissian Altima 2017 plate#1873my car will not steer properly driver side light, pumper

smashed spoiler broke axel damaged, muffler detached loud car will not steer hard to steer car left tire will not turn, front motor damage leaking glass was everyware car was hit so hard pushed up over the curb Alaina Johnson arrested With DUI [protected] is her phone number she had daughter in car 13-15yrs old.

Problematic from the beginning. Refused to provide chosen vehicle. Harassment phone calls. He harassed Fender Mender. Drafted bank account without my authorization. Due to states condition because of Hurricane Florence I extended car return date. He refused to acknowledge or accept & continued to call. I will return the vehicle to a different local site.

My car warranty rented me a car while mine is in the shop. I started off with a minivan and had to take it back a little over a week later because it had a low tire and needed an oil change. The worker there gave me the keys to another car told me she knew about the dents didn't have me sign anything and sent me off. When I dropped the car off they are now claiming that it got hailed on while I had it and want me to pay $1400 in damages. Those dents were there when I picked it up and it has not hailed in my area in the time that I had the car. They won't give me any updated information, the workers are horribly rude, and absolutely no one within the company will actually get back to me on the problems. The only documents I have is the original RA and the bill of the hail damage, but no dates of when it was supposed to have hailed in Plainview, TX. When we asked for information over the other car they only gave us an information number and customer service can't even give me an updated RA over this car. I'm sick of them running me around and ignoring me, hoping that I'll get scared and pay for damage that DID NOT happen while I drove the car.

This is the [censored]tiest company that I have ever rented a car from. The deposit was never returned, but they charged the tolls immediately (so mainly they rip you off whenever possible, but they never return the money). When talking to customer representatives, they always send you to your financial institution, who can't do anything because you handled your own card, so it's your fault. I will never ever your with these guys again and never recommend it to anyone.

I never had a problem renting a vehicle before until today. I went to the Fredonia, NY location for the first time and Sam had all my information filled out then asked about a person I knew. He then refused to rent to my kind due to their outstanding balance. I was not on the contract, not a driver, have nothing to do with any of the persons contract or outstanding balance whatsoever and offered to help.
He then said there was nothing he could do and I got it confirmed at the usual rental place I go to for enterprise that Sam placed my license number under an outstanding balance so that I cannot rent from enterprise.
How is this even legal? This was not my contract nor do I owe any balance! My identity and confidential information was submitted into an account I have nothing to do with and knowing I had a family emergency and my car not running right, he decided to go out of his way for a grudge for me knowing a person he does not like and claims owes him a couple thousand dollars which I learned after it was $767, which is also another breech of their confidentiality and not my business to know their outstanding balance or issues.
Thanks a lot and I hope this gets handled accordingly because I feel violated when I did nothing wrong.
I do plan on speaking to a lawyer about this also. My information does not belong places it shouldn't be. Where else and what else has he done with my information? I should not have to worry about this! That's some great business personnel to have!

Hi,
My name is Janice Parrish. I rented a car in one city and returned it in another city.
That other city, Atlanta Ga. Atlanta did not check me out the other city did. Atlanta did not inform me of any damage I was not billed for this. Please sir If I would have damaged your vehicle I will pay. You should call the Enterprise in Riverdale(Atlanta). They did not even check me out and the other office(Savannah) said that if they would have saw damage I should have been informed by Atlanta the next day. NO ONE CALLED ME! When I called the Savannah office they said Atlanta had me charged for extra cleaning at first which 75.00 which I did not understand. Savannah contacted me a couple days later and said they (Atlanta) office said they think they found damage but they did not know where. When I did call Atlanta office they could not tell me anything about it and the supervisor refused to come to the phone.
Savannah office checked me out and I was charged for renting the car. They (Savannah) office said their home office is not in Kansas so this maybe fraud. I have pictures of a car unharmed. I thank you for your time and hope this matter is cleared soon.

This is in relations to Enterprise location 2033 Margaret Wallace Rd, Matthews, NC. My car was damaged and my rental is covered under my insurance. On 8/22, I was supposed to receive a full size car (comparable to what my car is)...they didn't have one at the time of pick up and called another location that brought a full size car to the Enterprise location I was at. I was given what is supposed to be a 2017 Nissan Altima! THERE IS NO WAY THIS IS A 2017 ALTIMA...it looks like a 2012 ALTIMA! This car has 40, 000 miles on it, it was not cleaned out, potato chips all under the seats in the back, white chalk like writing on the windows of the car, scratches on various places on the car, and it drives rough as hell, and there is a front piece underneath the car that is coming off! ENTERPRISE DID NOT BOTHER TO CLEAN THE CAR BEFORE THEY GAVE IT TO ME...AND YES, YOU DAM WELL BETTER KNOW I TOOK VIDEO THE SAME DAY I GOT THE CAR! Why would you even have a car like this in service as a rental? My insurance is paying $30 a day for a beat up, used to death car? Really? Yes, I called the same day and complained to the rental office as well as the customer service department. This is a disgrace. I will never use Enterprise Rental again...and will let my insurance company know the same!

I have rented from enterprise many times and never had an issue until this past weekend. The manager at the bluegrass airport in ky is rude, and very dismissive. And when l spoke with the escalation dept about being charged $90 for a class change that we didn't do, the agents reason was because they pulled the wrong reservation. I provided the confirmation number of the correct one and was told that it was because I double booked that day and the other reservation was pulled 1st in their system. I did reserve 2 vehicles, a van and a SUV, but only ended up needing the van. So I asked if it could be adjusted since you can see I had 2 reservations and didn't change any class. She said no, because the reservation for the SUV was pulled first. Which is ridiculous. Then I asked to speak to someone else. She claimed there was no one else to talk to. I asked if she had a manager. She said again there was no one else to talk to. I then asked to speak to the regional manager (WHO I HAD TALKED TO 2 DAYS PRIOR)... she claimed she could only send an email. Then she claimed the daily rate was based on what was listed for that vehicle the day we picked it up..$149... but online it was $90...and on my receipt it was $135(which was later adjusted to the online rate of $90). Now waiting on a call back.

COPY OF LETTER TO ENETRPRISE:
Good afternoon Chad,
I'm sending this email as a follow up to my previous vmail message this morning. First I want to say that this vehicle should have been pulled from your rental fleet and not rented out. My daughter and I were lucky that we did not get hurt because of negligence and your policy to rent any and everything without a thorough inspection, all for the bottom line. This is my third attempt in trying to resolve this amicably and I'm not sure why I received this latest letter, since I have pictures, eye witnesses, official report all showing it was not an accident but instead was mechanical failure? I even have a letter from my insurance company (Liberty Mutual) stating that your assessment was insufficient evidence to file a claim against me and an apology for recommending Enterprise.

So where do we go from here! Well if you still insist on filling a claim, then I will need more than just hear-say from your mechanic.
I'll need time stamped records of the car prior to when I drove it off your lot and time stamped records of all the rentals for that car prior to my claim and their sequential records of inspections.

I want to reiterate that this was a mechanical breakdown and not and accident and I should not be held responsible for the damage. I really don't want to pursue this any further, but if I am forced, then I will have no other option but to escalate this up to 600 Corporate Park Drive attention David K. Nestor david.[protected]@ehi.com, Christine Taylor-Broughton Christine.b.[protected]@erac.com and Pamela M. Nicholson pamela.m.[protected]@ehi.com . Along with a possible countersuit on charges of negligence.

I rented a van from enterprise they said no smoking in the van we did not smoke in the van but we were charged a security deposit $250 because our clothes smell like smoke bad business they never said that we can't smell like smoke and they said no smoking in the vanAnd I took my key is on this vacation and there's no way I smoke in the car with my children so I was very upset that they just took my money that he paid for it I feel is a rip off a scamSomewhere really need to look more into this because this is not fair if you follow the procedures of your contract there should be no penalties

I rented a vehicle for a trip from Ohio to South Carolina passing through West Virginia, Virginia, North Carolina and South Carolina. I received a toll violation letter with the $15.00 + 3.00 fee for toll a violation in New Jersey...REALLY!..Are you kidding me? What kind of Podunk okie doke operation are you running enterprise ? I spent over 400 bucks for the rental and wouldn't have any problem paying a 15.00 dollar fee if I ran a toll booth ..but they didn't even get the right stinking state and I paid cash in West Virginia and Virginia, plus I have over 100 witnesses I was at a wedding and reception on the date and time in of the violation in South Carolina with my vehicle. I had a pleasant experience up to the point where they sent me this ridiculous fee and now I feel I am the one being violated . It should have been resolved with one call but its not., but I do know what is resolved is I will never go back to enterprise again. Was it worth it for the $18.00 bucks enterprise?

Spending time with my brothers in Canada during our annual fishing trip is a special time, but requires extensive planning. Experience dictates that a Premium SUV is the only class of vehicle to meet both cargo capacity and ground clearance requirements. This year I reserved a Premium SUV from Enterprise at its Grove City, PA branch months in advance. On July 19, 2018, I arrived at the designated time to hear the branch manager, Mr. Thomas Murphy, explain that no Premium SUVs are available. Only a Ford Explorer and Dodge Caravan were available. Cargo space is critical so we went with the Dodge Van. Unfortunately, the 5.8" ground clearance for the Van is far less than the 7.9" ground clearance for a Chevy Suburban. The 13 hour drive in the Dodge Van was also more demanding on the body than a plush Chevy Suburban. I understand that I reserved a class of vehicle and that a Chevy Suburban is only an example with the Premium SUV class. But, I did expect to have something available within the vehicle class.

Mr. Thomas Murphy was accommodating and did provide a discount on the Dodge Caravan. He also explained that he had 2ea Chevy Suburban's on site a couple of weeks ago but loaned them to other dealerships. Evidently there was a high demand for these vehicles during the month of July. As such, I was left in dismay over the situation.

Confirmation#[protected]

Desired Resolution is providing customers with the class of vehicle they reserve and 50% off my next reservation with Enterprise.

Steve Medve

[protected]@hotmail.com

My daughter had a rental car provided to her by her insurance after an accident. When she and her father went to get the car. She was told she had to make a $200.00 deposit because she was under 21. She was told by the staff at the Delaware Ave Buffalo NY location this would be refunded to her when she returned the car. At no time was she told that she was responsible for a young driver fee. The day before she is supposed to drop off the car the staff from this location calls her to tell her that she owes them $252.00, when she asked why she was told that because she is a young driver she had to pay an additional fee. AT no time during the pickup of the vehicle was it mentioned that she would be responsible for any money, she was told her insurance was taking care of the cost. Yesterday 8/7/18 when she dropped off the vehicle they took $300.00 from her bank card. She complained, then I called and complained we were told she would be refunded the whole amount. This morning they call her to tell her that they are keeping the money. They are deceptive and have very shady business practices. I have called their corporate office and filed a complaint at this point and still have received no call back from them. This company is an embarrassment of what a company should be. It is disgusting that they take advantage of a person, they have been paid by the insurance and are so greedy they double bill and take unauthorized funds from a person's account.

I made reservations for a car. They told me over the phone it's would be ready at 2 o'clock, at 4 o'clock they told me that because my credit card was from an out of state bank that they could not process at this time. I asked to pay for it in cash, I offered a chase card to fix this problem. The man looked at me each time and said sorry not going to be able to help you at this time. This entire time multiple people had been there waiting for over an hour some of them two. Now here I am stuck in Atlanta downtown. Hope no-one has to experience vacation with enterprise.