Enterprise Rent-A-Car
Reviews and Complaints

I rented a car from Enterprise and after I got home I got a letter from them telling me I got a parking ticket and must pay or the City of Boston will send me a citation. And they were charging my account for a adminsitration charge. After looking at the citation and paying the City of Boston- the car I rented had Massachusetts plate and the citation was for a New York plate car. I have been told this happens a lot with Enterprise. I kept telling them I was not in Boston and they told me I had to pay the ticket or the City of Boston would go after me.

I would like this letter to at least reach someone in a command position and not just at a low level review as before. This is the third letter I am writing in regards to damage claim for a car I rented from the Sheffield, MA office whereas upon return at 8am there was no damage to the vehicle, witnessed by the same body shop people that later made repairs to the same vehicle. At 1:45pm on the same day I received a call from the Enterprise branch manager telling me that there was now damage to the same vehicle. Witnesses at the body shop told me specifically that after the car was checked in it was used by Enterprise employees for coffee and food runs, witnessed by an employee of the auto body shop that rents space to Enterprise and also the same shop that repaired the car. I immediately went to the office and the the damage the manager showed me was under the car under the front air dam and was basically scratches from normal road debris under the car which appeared on several other of the Enterprise vehicles as well. A person had to get on their knees to see the damage. The manager then gave me what he called a hypothetical scenario of what had occurred. He stated that it was obvious that when we rented the vehicle we ran over a curb damaging the air dam. Although your own loss prevention manager disproved that stating that a curb was not high enough and that it was obvious it was a parking space barrier, which I proved was too low as well, and never occurred. I was able to prove that an Enterprise employee took the vehiclke and drove over something after I turned it in and I was told that I was "Dreaming". Your staff has been unprofessional and demeaning.

Another puzzling fact is that the original estimate for damage was 5/26/10 but the car was not repaired until 6/16/10, which I have the original invoice of, which leaves the car in service for 21 days after the supposed damage. What other damage occurred during that time I am being charged for. That raises serious questions about the validity of your claim but again was not looked at by your loss prevention manager.

Your loss prevention department supposedly did an extensive investigation but in the end when I supplied the evidence that the car was damaged by Enterprise employees and had a list of witnesses. I was told personally by your loss prevention manager that my witnesses were "tainted" because they were my witnesses and that the Enterprise employees were "rock solid" because they are trusted. That was a big kick in the teeth especially from a company that prides themselves on the fact that their name came from a U.S. Naval vessel that fought for our nations freedom during WWII, the same war your people and my father fought in for our freedom and "justice for all" but according to Enterprises track record, justice for some, Enterprise..

This is the problem. I proved beyond a reasonable doubt that the car was damaged after my usage and I was told that it was not true and now Enterprise has levied a collection against me and blacklisted me from renting cars from Enterprise and National.

I have witnesses that are now currently willing to come forward to testify that the Enterprise manager during that time would use cars for his own good and sometimes damaging them and charging customers as well, the same way I was railroaded as well as renting cars to people not eligible to rent them (too young, no license, etc..)using other peoples licenses and credit cards. I am a retired law enforcement officer and will go forward with this if necessary as that is blatent fraud and can be proven beyond a reasonable doubt by bonified law enforcement agencies including the Attorney Generals Office with credible witnesses willing to get involved as they are no longer afraid of Enterprise or the body shop where they were threatened to keep their mouths shut or loose their jobs. Nice way to treat the employees as well.

I want the action removed from me and restored to a good status in renting cars or I will go forward with my facts. I feel that the way I was treated was terrible, underhanded and a way to protect you image from employees that mar your reputation and then to back them up is a totaslly different malice. The fact that you promote the American ideals but in acuallity have treated me with disrespect and not even giving me the respect of talking to my witnesses stating they were tainted and Enterprise employees are rock solid is a travesty and injustice. You should be ashamed of yourselves and if need be i will retain an attorney and follow up with a civil suit as well as a criminal complaint on the other issues unless this is resolved.

Due to car accident in April, the at fault company (not ours) is paying for a rental car while ours is repaired. Company is USAA. Damaged car is going in for repair tomorrow, May 31st at the same time the insured is arriving at Orlando airport. Enterprise (the company that 'picks you up') will not issue the rental car at the airport without making us pay airport taxes out of our pocket. Or they want us to pay a taxi ($25+) to get to an off airport office. And the off-airport branch will not perform the advertised 'we pick you up' service ... from the airport.
This is Enterprise and Ins company's way of reaching into the pockets of the accident victim, as if we haven't suffered enough.
sara.j at embarqmail dot com

I rented a car in March of 2010 in Arizonia from Enterprise rental. When I returned home I recieved a parking violation from the city of San Diego upon talking to Enterprise Citation department, I was told it was a mistake in the reported liscence plate and they would take care of it. A year later I recieved a threating letter from the city of San Diego, the 14 dollar ticket is now in the hundred dollar range and if I do not pay, I will be turned over to collections and this will be reported to my credit report. I have tried to call Enterprise now for a week, I have sent two e-mails and not gotten a respose. The recorded voice message states that they will respond within 48 hours but that certainly is not the case. I have spoken with our family attorney who thinks I should pay the ticket, turn it over to him and he will work with enterprises for a refund of his billing hours and the ticket cost. all of this will be costly. Just wanted this posted so people will think twice about using enterprise and also if you get a parking ticket, even tho not your rental car, not the state you are in, pay it. It is just not worth the hassle of dealing with a company that will not respond to calls or coresppndence.

Complaint to the Federal Trade Commission [protected]

Regarding Enterprises False Advertising & Bate & Switch Practices

In mid April 2011 I called to inquire of a rental program advertised by Enterprise Rent A Car called "One Way." The Ad, which I still have states "clearly, " that from March 28, through May 31 of 2011, you can rent an Economy - Full Size car for $10/day and a Mini Van for $15/day. However, when I attempted to do so CSR had no knowledge of the program and insisted it did not exist. The CSR, upon my insistence escalated the call to what Enterprise calls their "Help Desk, " and I was met with the same response and disinterest regarding my claims of the programs existence, but this time the "Help Desk, " individual hung up on me when I insisted upon speaking with their superior. Over and again I called seeking accountability and resolve requesting and demanding a member of management
and was met with similar responses. Finally, I called and was routed to a different call center in Oregon and the CSR responded with concern rather than disregard and connected me with someone that claimed to be a member of management over the "Help Desk, " in St Louis, MO. To make a long story short, in the end she gave me her extension, but refused to provide me her last name; However, she acknowledged the programs existence and assured me Enterprise would honor it and she said handle my rental personally, when I was ready to make my reservation. However, yesterday, when I called and asked for her extension I was met with an even more hideous response by a person who insisted that Connie, the alleged manager over the help desk was in fact not who she claimed to be and ... I was "over the top, " outraged for the "wicked arrogance, " and double talk of the "Help Desk" individuals refusing time and again to connect a member of management. When I asked for the CSR's the person over her she stated her boss was " Andrew Taylor, the CEO of Enterprise and implied that she was as far as I would get to him. I went into a triad over her "evil sarcasm and failed in my composure to care about her personal views any longer and called her some pretty graphic names. She made threats regarding tracing my call and assured me that I would be refused to ever rent from Enterprise now or ever again. I can assure you I have never in my life ever had such an experience.
In conclusion, I was previously offered alternative rental agreements to the "One Way, " program, they were all more costly.
Therefore, it is obvious that Enterprise is falsely Advertising and willfully practicing "Bate & Switch with consumers.

Initial complaint was made to enterprise rent a car in mid-april 2011

And again may 11, 2011 when I attempted to book a rental car

Bate & switch

False advertising

I have documented proof of their advertised program and can prove their continual refusal to honor their advertised offer, using deceptive tactics

Company representatives refuse to resolve the matter and will likely result in looses to me along with hundreds, possibly thousands of other consumers that have and continue to attempt renting a car under this breached ad agreement.

Program name is either “one way” or "when one way is your way"

I returned my rental car today and Enterprise is attempting to charge my insurance company (and me a $250 deductible) for a dent in the car that was NOT made during the time that I had the vehicle. I've got calls into numerous people with Enterprise to discuss this matter, but the Branch Manager is the highest level of management that I have spoken with. The dent is on the front bumper and was not marked on the form when I picked up my car. They do the damage assessment in a dark garage with spotty lights, so it was missed when I took a quick glance yesterday afternoon, and when I returned the car I parked in a different spot for the new assessment. I am VERY upset by this as I did straight interstate driving and parked in my own private driveway during the 18 hours that I had the rental. There is no way the dent was made while I have the car. Has anyone else had any similar experiences with Enterprise? I work with a big company that does a lot of business with them and I am hoping for the best outcome.

Thanks.

After a motor vehicle accident, my car needed repairs. Allstate agreed to pay for those repairs and arranged for a free rental with Enterprise.
I returned a rental car 2/4/2011. The clerk acknowledged that the car was in good condition, that all charges would be paid by Allstate and that there were no excess charges that would apply to my credit card. The following week an Enterprise employee told that my credit card was being charged for optional insurance. I replied that I had my copy of the contract indicating that I had declined those charges. All the spaces were properly initialed. They claimed to have lost their copy and that unless I returned my copy to them they would charge me.
This obviously was a scam. I did not return my copy to them. They billed my credit.
This is not the first time this has happened with Enterprise. While I understand that employees make errors, this seemed to be an obvious scam.

My car was being serviced by Hunter Dodge in the city of Lancaster. Hunter Dodge kept my car for serval days, so they provided me with a car rental from Enterprise Car Rental in the city of Lancaster cross streets are Ave. J and 10th west. After my car was ready I returned my car rental to Enterprise signed my paper work and was done. Well serval months later my husband gets a call from Enterprise stating he was being sent to collection because Hunter Dodge did not pay their bill. We NEVER received anything prior to this call. My car was under warranty and the car rental was apart of it. It's against the law to sent someone to collection without making an effort of trying to collect a debt from the car dealer Hunter Dodge. Never heard back from enterprise regarding this claim. But to find out they red flagged out name and now we can't rent from them. Thanks fine, but don't punish us when the problem is between Hunter Dodge and Enterprise Car Rental.

I have rented from Enterprise a million time before. I rented a car in Dec. while my car was being fixed. I gave them a deposit of $350.00 and when all was said and done they refunded me $194.00. Geico paid $105.00 and Enterprise was supposed to take $202.00 to pay my bill. However, they refunded me too much and left themselves short $46.00. Three months passed and I received my checking statement. I saw that Enterprise had gone in and taken $46.00 plus an additional $15.00 from my checking account without any authorization from me. Upon calling them, they claimed they tried to call me which was bs because I never received a call from them. I was very upset that they would go into my personal account and take my money without my approval, esp. since it was their mistake that they refunded me too much and it took them 3 months to catch this. I had to call my bank and file a complaint to get the additional $15.00 refunded, which Enterprise claimed they never took. They stole my money and the customer service team there was very rude from the minute I walked in. I only stayed there because they were the only shop around with the rental car I needed. Especially, Amy, was very rude upon renting and when I called to dispute claim. She did not want to help me resolve issue and was clear I was bothering her. My family and I own many cars and quite often rent from Enterprise..NEVER AGAIN! We are all telling our friends the story to make sure that they lose even more business.

Insurance authorized luxury class car while car was being repaired. Enterprise lied, said they had no luxury class rental cars for rent in the area, even though their web site, for new customers (not paid through insurer) showed plenty of availability. One local office manager here actually called another and asked him not to rent cars found on his rental lot that fit that description. Other people who have experienced similar incidents should report them.

My friend rented a car from this 'so-called' company on 12/16/10. She came to Vail to visit me and check on her rental properties; she was given a Dodge Avenger with 'all-terrain' tires to drive over Vail Pass! With the amount of snow and high winds we've had this year, that, in and of itself was irresponsible on Enterprise Rent-A-Car's part. She decided to extend her visit, therefore, exending her contract on her Am-Ex card, which Enterprise Leasing Company Of Denver, LLC, has on file . Her original contract was for $141.07 weekly until 12/30/10. Enterprise Rent-A-Car Complaints, as it should be called, extended her contract to $199.07 weekly without informing her or getting a signature.Later, another incompetent employee called to accuse her of trying to "steal" the car, obviously, not bothering to check for a new contract! She became ill and had to be hospitalized here in Vail. I called Enterprise Leasing Company Of Denver, LLC, on her behalf and had the pleasure of speaking to the worst excuse of a 'customer service representative' I think I've ever spoken to! She informed me, in a demeaning tone, that if the car was not returned to Denver (as they have an office in Avon, CO, which is about 10 miles away from my home) she would be charged $250! I tried to explain the gravity of the situation to this woman and was told, "I'll put you on the line with my manager, who will tell you the EXACT same thing I told you." THEN, not even bothering to put me on hold or, either too incompetent to operate a phone and/or press the hold button, she said, "Here Sarah (the manager on duty on 3/29/11), good luck with this one..." Needless to say I expressed my shock at her employee's un-called for, disgusting behavior and Sarah waived the $250.00 fee but that was it! Unexpected things happen to people and most reputable businesses are accomondating, especially when someone becomes ill.This company is NOT one of them! Enterprise Leasing Company Of Denver, LLC obviously chooses to take advantages of situations such as this to rob people! I WILL NEVER, EVER, use these thieves and recommend anyone that does double check their contract on a daily basis to avoid unauthorized charges to their credit card. I was totally disgusted in their lack of empathy and disrespect. Appauling LOSERS!

Took my car in for service and dealership offerred two day courtesy rental whil my car was under service. Rental car was picked up and returned to dealership servicng my car as instructed by Enterprise agent.
I had possession of rental car for three days, of which two days rental picked up by cealership. Yet Enterprise Rent a car charged my credited card for 7, yes seven day rental. Contacted my credit card who company who reversed the charge pending investigation with Enterprise. Enterprise response was that I signed rental agreement. Yes I did sign a rental agreement, however I did not sign any agreement authorizing Enterprise to charge my account after the rental car was turned over to the car dealership, as instructed by Enterprise agent. I will never ever use Enterprise again. Charging my credit card without my authorization, for services I did noe receive appear to be fraud. I wonder what will the state Attorney General think abount this unethical business practice.

We rented a car from Enterprise recently and turned down buying their insurance. A representative checked out the car with us, HE saw a small dent near the gas cap and a small scratch on the front bumper. HE stated that they didn't put down any dents smaller than the size of a golf ball or a scratch smaller than four inches. He stated it twice, once at the dent and once at the scratch. We returned the car in the exact same condition that we rented it. We were SHOCKED when we were told that the dent hadn't been there before, and we were now going to be charged for repairing it. We were told that WE must have overextended the gas cap. NO amount of talking changed anything. We've now been charged over $2, 000. Costs for them replacing the entire side panel, cost of loss of rental income, cost for their appraiser, administrative costs, and on and on. DO NOT rent from them unless you're either willing to buy their insurance, or you video the guy walking you around the car and noting all of the damage verbally. At least that would hold up in court, regardless of what scam they have going with their paperwork. I took the attached pictures when we returned the car.. sadly I didn't think ahead when we rented it. Won't happen again!

I had to fly out to California because my brother was in the hospital and was dying. I was flying in from Rhode Island and when I arrived I advised the representative that I was in a hurry. I didn’t want the additional insurance or any additional products. I just needed to be on my way. He went through the usual sign here and here and here. Several days later, after my brother had passed, I returned the car and was heading home.

Needless to say I was miserable and I wasn’t looking forward to the 10 hour trip back home. And it wasn’t made any better when I returned the car to find out that I had gotten signed up for all sorts of additional things when I checked the car out. They wanted me to pay for the additional insurance, gas to fill the tank (even though I had stopped at a gas station and already filled the tank).

The representative, Julie, simply said that in the future I should try reading what I was signing more carefully. I told her about my brother that I didn’t want to fight with her and that I would take the issue up with the Corporate Offices later. To that she simply said, “Give me the receipt.” There was no condolences, no explanation as to why she wanted the receipt, just her demand. When I said no, that I needed to be on my way to catch my flight she grabbed the receipt out of my hand and said “Next time someone is trying to help you maybe you should try being appreciative.” Then she wouldn’t give me the receipt back and said that I couldn’t have it until I listened to what she had to say, which was more lecturing on how she was the one being respectful and helpful and that I didn’t deserve it because she thought I was being rude.

I didn’t yell at her, I didn’t call her names, I didn’t argue even though I wanted to do all of the above. She also felt that there was no need to address the issue with corporate because she had fixed the problem by refunding the money, as if it was a huge favor to give the money that I did not agree to spend back to me. I’ll never use Enterprise again.

I rented a car from enterprise for about 2 weeks while mine was getting fixed. The first time I have ever rented a car. When I received the car, I was told not to drive it out of state and not to let anyone else drive it. I was also told I could bring it back with the amount of gas in it when I got it or bring it back empty and pay 2.56/gal to get it back to 3/8 of a tank like when I got it. I took it back empty of course because 2.56 a gallon is alot cheaper than 3.40 per gallon. Jenny from the jackson tn store advised me that since the tank was empty and I didn't prepay, I would have to get the 3/8 tank for that days rate which was 2.97/gal. I know that's not a huge difference but I am a single mother-so to me, it is! Also, the fact that when I told her the guy told me if I brought it back empty I could get it for 2.56 a gallon, and she made me out like I was lieing in front of customers and workers in there and told me that I was supposed to pay it the day I got the car. Then she asked me if I was aware there was no smoking in the cars, I told her no. The day I went to get the car, I just knew I was fixing to get a car I probably couldn't smoke in, but when the guy didn't say anything about no smoking, I read the contract and didn't read anything about no smoking, and when I got in the car I noticed a brown cigarette filter in between the seat and center console, I automatically thought "they don't care if you smoke in their cars" and if they did it should have been in the contract. Well the girl tells me it's on the contract and that it reads, "no smoking, no excessive trash" so she was going to have to charge my debit card $75.00 for a clean up fee. Finally I asked to see the contract bc my copy was at home. The no smoking, no excessive trash... Was a stamp! The no excessive trash part of the stamp was almost not there, it said "no e" and the rest wasn't there. And to top it all off... The guy wrote all the scratches and dents etc down when I first got the car and where did he write it? On top of the stamp! I called a manager and she told me there was nothing they could do and wouldn't refund my money because "it was on there" and agreed that it was misleading and they should probably change that policy. Then in the midst of talking about it, we got disconnected. I called back and they said she was with another customer, I called back an hour later and they said she was still with a customer so I left my name and number and she never called me back. This is thurs and that was monday. I work for the hospital which has thousands of employees. We have a newsletter that goes around every 2 weeks. I will be happy to write about this in our newsletter, because I don't appreciate being treated like that. I feel like I was taken advantage of because I am in my twenties and i'm a girl.
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