Enterprise Rent-A-Car
Reviews and Complaints

Enterprise said that we damaged their vehicle that we rented they never notified us to come see the vehicle or the damage i could not even see it as to the fact that it is at the body repair shop do not rent from enterprise is this going on any where else in the country they are charging us on our credit card my minimum deductible that i have to pay they lied about trying to call us no record of call on cell phone or on voice mail or on home phone maybe we should call state attorney anybody else out there

My ranger is at transmision shop, I went the local enterprise to see about a rental, on 2/22/11 I greeted with a polite hello. I said I need rent a car for about a week or so, with that she asked to see my license, debit, major credit card... She then she nothing available til 9am the following morning, I agreed to come back in the morning... When I walked in, a buzz was going on all around me, I was greeted by ed. Who ask me who I was, I explained the situation that I was yesterday, he looked my name in computor and told a vehicle was available, he asked to see my license, any major credit, so I handed him wachovia debit card, he then handed it back to me telling that not a major credit card,
I told him that that standing over there [I pointed at her ] he then oh! She's not with us she with brodheadville chevy dealer... Mr. Ed told me he would accept my debit card, 1. A recent pay stub 2. Utility bill with zero balance, had I known that I would have come prepared, so I told mr. Ed I would be right back, he then called my cell phone as I was halfway home, he said mike I rented the vehicle to someone else, and that he would call me in the afternoon, never got a call back to tell me he's got another car for me! I ask you, this is the way to treat the people that support your buisness.. So I missed a day of work... Still waiting on call that I know will never come!

Does anyone remember the Seinfeld episode where the rental place has no cars even though Jerry reserved one? The punch line was basically this "you do a good job taking a reservation, but you don't hold the reservation". My situation exactly. We had a reservation for almost two weeks for a vehicle. Having had spotty service with them in the past I drove by the night before to see if they had cars on the lot. They didn't. So I called the morning of the reservation at 8. I spoke with Paul (who I later found out was the manager) and told him I was confirming the reservation for 9. The first thing he said was "well it's 8 now". He was immediately sarcastic and sounded annoyed that I was calling that early. He confirmed they had no cars but he was doing his best to find one and asked if I could delay picking up until 10. I said no, we needed the vehicle for business reasons and needed it at 9. He said he would make a call, then call me back in 15 minutes. He failed to keep that commitment as well. At 8:45 I called and got through to him again and asked why he didn't call me back. He said he was busy. But he had some great news for me. He had found a car! The not so great news was that they were busy putting a door handle on the car and it would be ready by 10. Needless to say I canceled the reservation and went right down the street to Avis to get a rental. But wait, there's more...
I contacted their national customer service department to complain and asked for the names of the local branch manager, his boss, and then his boss. The only name they would give me was Paul as the branch manager, no other names would be given for "security" reasons. What? I asked how is that dangerous to know who the managers were, but they would not give the information out. Oh well, I did my own digging and found out who the national management team is (thanks Consumerist) and they will be getting my complaint. Now it will go from the top down. I've used this branch for both business (my wife and I are in the insurance industry) and for personal reasons. Needless to say, that won't happen again.

In September 2010, I had to rent a car from Enterprise a couple of weeks apart while my car was being repaired at Baker Jackson Nissan as this is the company they use. The first time I paid for the supplementary insurance which I hated to do but didn't want to worry about it since I didn't know how long it would take to do the repairs. (Baker Jackson paid the rental charges per the terms of my warranty - a $5 daily fee plus $15.00 for the ins!). My car was in the shop 3 days. I was told by both Baker Jackson and the Enterprise employees that I could just leave the keys with Baker Jackson and they would pick it up (as an added convenience) which I did. No problem the first time around. But when my AC still wasn't working right I had to bring it back and Baker Jackson took care of the rental in full - no fees and assured me they would get it back to me in a day so this time I did not take the supplementary insurance knowing I would not be driving it much or parking it anywhere it would not be safe for the one day. I returned it the next morning (per Baker Jackson's request) and parked it in the same spot as before - just down from the service drive where all could see it and with only the passenger side exposed. Three weeks later, I received a letter from a corporate office of Enterprise regarding DAMAGE to my rental! I have numerous witnesses from the time I picked it up to the time I dropped it off who can verify there was NOTHING wrong with this car. I called the office I rented it from and asked to speak to the woman who rented it to me (Meagan) to find out what this was about, when they picked up the car from the dealer - etc. She quickly put me on hold without answering a single question. Then another man picked up the phone and in a very dismissive manner basically said I need to call the #on the letter - that they had nothing to do with this? Really? Then who turned in this claim without even contacting me for information? I got even less help from the number on the letter. I received basically the same response as others who have/are suffering the same experience. When I asked what time they picked up the car from Baker Jackson she stated a time before I even arrived to drop off my car. When I told her that wasn't possible she said "Oh, well that was the contract time". Then she quickly told me that they wouldn't leave it there that they would pick it up immediately. Really? So why did it take them an hour to get me to their location to rent a car in the first place - both times?! Then she just kept repeating over and over that it was my responsibility as it was my contract. I explained to her that I was told by both the dealer they had their contract through and their own people "just to leave the keys there" no one ever said anything about this continuing to be my responsibility after I relinquished the keys to the dealer personnel. And I told her there was no way I would have ever done that had I known that to be their policy. Oh and by the way there's nothing written or stated anywhere to this affect either at the dealer or Enterprise. She obviously didn't care about anything I had to say and all she would say is that she would put my comments in the notes. I took the advice from another victim of this same situation and contacted the Service Manager at Baker Jackson Nissan. Roy assured me that he would take care of this. In the ensuing months I have continued to receive threatening communications from Enterprise (different people who don't appear to have any line of communication between each other) and each time Roy has given me assurances that he has been speaking to their Regional Manager about this situation and not to worry. In the meantime my insurance company has been investigating this also and Enterprise has not returned their calls. About a week ago I received a call from Glen, in loss prevention at Enterprise. I gave him all of this information and also told him that neither I or my insurance company have never received a shred of evidence that this damage even exists. I did find out something interesting from him which is that although my car was dropped off at the dealer at 9:30 it wasn't returned to Enterprise until 1:00pm! Makes me wonder about where this car was and who was driving it and for how long during this interlude. That alone should give them pause to investigate their culpability in all of this. Other than confirming that I should have been contacted by the branch directly in the first place, all he would offer is that he would look into finding photos (as if that's the only issue here!). I instructed him to mail them to me and gave him my address, even though he should already have it I would think. Friday, in the midst of the big freeze here in Houston, Kay, from Enterprise collections called the elderly, infirm woman I care for part time at 8:30 in the morning and woke her up and even though she was informed that this was her private residence this rude woman insisted she take a message right then. This poor woman whose vision is extremely compromised and bed ridden due to her health told her to call back and leave a message on her voice mail to get rid of her. Her message was that I owed them money and that if she did not receive a call that day she would turn this over to collections. She also said that my insurance company would be paying part of the claim and that I owed them the rest. This is a complete lie!I spoke to my insurance company and they told me that not only have they never returned their calls to this day but they also have never received any evidence. This company seems to think that they can roll over anyone, claim anything and that they are not bound by any legal means to take money from their "cusomers". And to make phone calls of this nature (without permission) is in itself a violation and could result in claims against them. I would welcome any further advice. I already have several complaints in motion to the appropriate authorities and would appreciate any suggestions as to who else I should contact as well including legal assistance. I think anyone would agree they have crossed some serious lines and completely ruined any credibility in this matter. Particularly with the lie about my insurance company. Do they think we don't speak? I am fed up and furious! I am a single working mother and I don't have the time or money to deal with this kind of nonsense. What unscrupulous and suspicious behavior - the one time I don't purchase their insurance and this happens? I realize now I should never have trusted this situation. I don't know who went for a joy ride in my rental but I can assure this is not over by a mile. Someone at Enterprise knows who is responsible and to pass that onto an innocent customer is lower than low, especially in this economy when everyone is just trying to get by the best they can. Unfortunately, as I've been researching my problem I've discovered what a global problem this is. Just business as usual for Enterprise. I guess this is why they're not even listed with the BBB! If the average person were to send out letters demanding people pay them money without any proof they would be charged with fraud and/or extortion. How is this different?

Made an online reservation at Minn/St.Paul airport Enterprise. We waited in line for about 30 minutes with only 2 people ahead of us. On our printed reservation, it clearly stated that domestic partners could be added as a second driver for free. However, the clerk wanted to charge for the additional driver. When questioned, she said, "We don't honor that." We both had matching addresses on our drivers licenses. We refused to pay the additional amount, and my partner agreed to drive, even though he had health issues and didn't really want to drive. We had wasted enough time at the counter as it was. When we got home, we contacted Enterprise, who promised a call from corporate that never came. After several attempts, someone finally said we would receive something in the mail. What did we receive? Two free upgrade coupons.

This complaint is against Enterprise Mountain View Branch and its branch manager Janelle Anderson. Tel: [protected].

On Dec. 17, 2010, my car was rear-ended. Geico, the ‘at-fault’ driver’s insurance company, rented a car for me from Enterprise-Rent-A-Car Mountain View Branch. Over the phone, the Geico’s claim adjuster reminded me that no extra insurance would be needed, because my own car’s insurance (full coverage) would cover the rental car. This is also advised by Geico’s website (http://www.geico.com/claims/claimsprocess/vehicle-rental/).

On Dec. 18, my wife and I were at Enterprise-Rent-A-Car Mountain View to pick up our rental car. The staff member at receptionist helped us go through the rental contract. I clearly informed him that I don’t need to buy any damage waiver or extra insurance unless Geico pays for it. He understood and reassured that we don’t need to pay any extra because Geico would take care of the bill. Then he circled the places where I need to sign on the agreement. Since we were in a hurry to hospital because my wife had serious symptoms of concussion and I also suffered whiplash, we didn’t double check this agreement before I signed at the places where he circled. We couldn’t imagine Enterprise’s staff would mislead us under such unfortunate situation we were in. We used the rental car until Dec. 30 and returned it to Car West Santa Clara where we picked up our own car.

On Jan. 21, I noticed that there was a transaction of $207.74 by Enterprise on Jan. 18 in my BOA credit card account. I called BOA to dispute this transaction, because I believe all bill from Enterprise should be paid by Geico instead of me. The BOA’s representative advised me to check with Geico first and see if Ceioco already paid the bill. Then my wife called the Geico claim adjuster to see if this amount was charged by mistake. After two hours I received a call from Enterprise saying the money was for basic insurance coverage ($15.99/day for 13 days) I agreed to purchase and this lady suggested I confirm with Enterprise Mountain View Branch. Only until then, we looked at the rental agreement closely and did see my signatures next to the circles made by Enterprise staff. My wife made a call to the Mountain View Branch and spoke to Janelle Anderson, the Branch Manager. My wife tried to explain to her that their staff member misled us to sign on the wrong places even though we had clearly stated that no optional or any other extra insurance was needed. But Ms. Anderson insisted that we signed the agreement and there is nothing she can do. Then she just hung up the phone.

My wife and I decided to pay a visit to their office during the lunch break. To our surprise, Ms. Anderson asked us to go out of the office to talk instead of having us seated to have the conversation. We explained to her what happened on Dec. 18 and asked her if she could check with the staff member who helped us the other day. The handwriting on the rental agreement was by a staff called Anthony. We saw Anthony but we don’t think it’s him who helped us at the front desk the other day. There is no signature of the other staff or whatever record kept by Enterprise about who helped us that morning. We asked if there is any other staff in the shop. Ms. Anderson said since we were not sure who was helping us, she can’t help. She said the only possible guy according to our description is no longer working for here. She repeated very impatiently that I signed the rental agreement, so she cannot waive the fee. She also humiliated us by concluding that “you are trying to avoid the payment because you talked to Geico and Geico will not pay the fee, so now you come to me” and “you are not paying the insurance now because nothing happened?. We explained to her that we called Geico because we thought the payment is for car rental which should be covered by Geico or it might be a credit card fraud. During the 20 minutes’ conversation, all she said was “you signed the agreement, so I am not going to waive the fee”. We told her that we want to speak to her supervisor. She refused to give us any name or contact number and just said she is the branch manager here. She became very aggressive by asking “what do you want from me ?” in a very rude manner. We told her that since she is the branch manger, she should know the procedure of how to deal with this kind of dispute. We asked about how to file a formal complaint to Enterprise. She simply told us all the complaints would finally come to her and she would not waive any fee for us. After being asked for several times, she finally wrote down a name of her boss reluctantly, but she refused to provide us with this person’s telephone number or email address. She then asked us to leave.

We are so disappointed that Ms. Anderson, as a Branch Manager, declined to investigate with her staff member about what happened. My wife and I are thoroughly offended by Ms. Anderson’s unprofessional way of handling complaint and her rude manner towards customers. She doesn’t care about her customer. She doesn’t acknowledge that her staff member could make a mistake by misleading us after we informed him that we would not need any optional insurance. Instead, she reduced us to sneaky customers who tried to avoid payment for services we were aware of and purchased voluntarily.
She only cares about this charge not to be waived. Her rude attitude to customers is completely unprofessional and inacceptable.

In closing, we believe that Ms. Anderson owes us an official apology for how she treated us. In addition, Enterprise should provide us with a formal answer of how they resolve this dispute.

I went to enterprise in Bristol tn to rent a vehicle i put the reservation in advance of 3 wks ago i had been renting my vehicles from shelbyville tn. and had been traveling back and forth getting ready to move to Bristol i had moved to Bristol permanently about a wk ago i had to take a run back to shelbyville to close on my house so i had planned to pick up the car at 5pm so here i am 5pm on Fri new years eve to pick this vehicle up then they decide to tell me they cant rent the car to me because my licenses does not match my address i assured him i just moved here and had been renting from the other location and they could verify from the other location that i had been renting a vehicle several times from them i had my lease for my new house i had my new ins. card i even had my bank with my current address. still they said no now i understand that everyone has procedures they have to follow but this is bull they could have informed me when i set up the rental 3 wks in advance that this was a policy then the dumb *** behind the counter going stand there and roll there eyes about it i am so very disappointed i spoke so highly about your company and had been sending lots of friends from my company where we have to travel alot even family members but i will tell you this much i will never speak or recommend enterprise rental company to anyone for anything ever and will never speak highly of your good customer service EVER!

I had to rent a car after I was involved in a car accident in St Petersburg, FL. I waited around to Enterprise to "pick me up" as they advertise but needless to say 3 hours later I was still waiting and beginning to experience pain because of the accident so I wanted to get over to the hospital. A friend dropped me off a tthe rental location, when I arrived the agent Earl proceeded to get my rental taken care of as I explained to him the details of my car accident that morning. Earl played on some of the details of my accident and asked me if I wanted to purchase the damage waiver, which he claimed was an additional $3.00 per day. I agreed left with the car, 14 days later my car was still at the repair shop so the Branch Manager Michael Clone called to verify that I still had the car and verify that I wanted to extend the rental waiver as well as update my $100.00 deposit. I agreed and went on about my day. To make a long story short Enterprise charged me $487.60 claiming that both representatives clearly stated that the damage waiver was an additional $20.00 per day. There is no way that I would have agreed to $20.00 per day in addition to the $24.75 daily cost of the car. My problem is Earl agreed to refund the $487.60 on Tuesday then the following Monday when I called to see where the refund was he could not recall making that statement to me. He also promised to have the Michael Clone give me a call, when I asked Michael was I not important enough to return my call he said "No". This is my first time renting a car and I will never rent a car from Enterprise again. I'm sure Enterprise doesnt care but I dont appreciate being lied to.

Please have your Rep Mr Ben S...I dont know his last name calling the office prank calls I will not go any further My lawyers Tomskin, Miguire, Barry, Will be in touch Paul worter attorney for Delancey st and MKA Mr. Mitch Korn, what u and ur manger has done Wow also when the van was repo ...by a costable and also a federal express came 2 days later about returning the van from Mka the van was already taken and just so u know ENTERPRISE WANTS TO GIVE A REWFUND FOR THE VAN ...GET THIS because it was PAID FOR 7 MORE DAYS BUT SINCE UR MANAGER OUT OF HOBOKEN NEW JERSEY BEN SURA OR SOMETHING LIKE THAT HAS HARRAESAT Mr KERZNER AND TOOK OUT A PERSONEL VENDENTTA TO DESTROY HIS COMPANY I HAD @ PURCHASHING AGENT FROM THE NEW JERSEY CASINOS AT MY COMPANY NOW THAT ACCOUNT IS NO LONGER DOING BUSSINESS WITH MY COMPANY MKA PRODUCTS SINCE A CONSTABLE WAS SAENT THERE ON Mr. BEN SAUR OR HOW EVER YOU SPELL OR SAY HIS NAME I THINK ENOUGH DAMAGES HAVE BEEN DONBE AND TO GET A FEDERAL EXPRESS SAYING I HAVE TO SURRENDER THE VAN 2 DAYS LATER I RECIEVED IT AND WHEN THEW VAN WAS PAID AT THAT POINT FOR 9DAYS U HAVE SENT A REVERSE CHARGE TO COVERR UR SELF IN THIS MATTER BUT WE I MITCH KORN HAVE IUNSTRUTED MY BANK TO GIVE U BACK THE MONEY THAT U SAID I OIWED AND HAD DAMAGED MY COMPANY...MYATTORNEYS I AM SURE WILL BE IN TOUCH [protected]

I rented a minivan from Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/22/2010. The service person who checked out the car for me was Matthew Pocius (Branch Manager). Pocius performed a quick inspection (lasting approximately 30 seconds) of the vehicle while I remained inside of the branch. I trusted Pocius to provide an honest and accurate assessment of the condition of the vehicle. He did mention that there was numerous scrapes and marks on the vehicle and that it did appear that the vehicle was involved in a minor accident for which minor cosmetic issues had not been repaired. I signed the required paperwork and left with the vehicle. I travelled with the vehicle on business to New York. The car was parked in a safe location during my trip to NY and at no time did I observe any damage occur to the windshield of the vehicle or any other part of the vehicle. I returned the vehicle to Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/28/2010. The vehicle was inspected by a female employee (name unknown) and Assistant Branch Manager Travis Burgher. Both employees advised me that a small crack in the windshield approximately 1/2 inch in diameter was found and that I would be responsible for the damage. I explained to both individuals that I did not cause this damage and that I should not be held responsible for damage that had already existed on the vehicle prior to my renting it. Mr.Burgher became rude and advised me that since I signed off on the inspection form, I would be required to pay for the damages. I feel that this company is being dishonest and is forcing me to pay for damage that I did not cause. In addition, I feel that the way that my concerns were handled by the managers of this establishment shows a clear and convincing disregard for providing quality customer service. I explained to Mr. Burgher that my complaint is not based on my having to pay money for damages. My complaint is centered on the principle that I should not be required to pay for damages that were already on the vehicle prior to my renting it and damages that I did not cause. I also explained that it was unacceptable to treat a customer as poorly as these employees have treated me in handling this issue. Needless to say, i want to warn other customers of the way that this Enterprise branch operates and of the poor customer service provided by both Pocius and Burgher.

I just wanted to express how I annoyed I was this morning with Enterprise Rental Car! My husband rented a car from our local Enterprise a week ago... he's been renting vehicles off and on from then, since the beginning of the year! Well, anyway, we had to use the car last night to take care of some family stuff and we ended up leaving all of our personal items inside of the car, before retiring for bed. Well, this morning when my husband was leaving for work, he rushed back into the house in a panic, asking me if I knew where the car was... I told him it was outside, where you parked it... he's like, "no it's not..." We look around the house for the key... and we still have the key... so, now we think the car was stolen... we're both on the phone with police... the operator returns to the line and says, it wasn't stolen, it was impounded by the police, because the registration was suspended. WTF! We were hot! All of his equipment was in the car, along with my cell phone... so, this all took place at 6:30a... Enterprise doesn't open until 8... so, my husband tries to at least get his stuff out from the tow shop and they wouldn't allow access, because the person there wasn't authorized to allow people back to retrieve their belongings. So, he had to go purchase new equipment, just to get his day started. Then Enterprise opens... they tell him that they can get his stuff out, transfer it to the new car and have the new car at our home... but, first they need him to come in, because they don't have a spare key! So, he's about three hours away... and they close at 5:30p... he can't make it to Enterprise... he can't get a new car... and our belongings stay in the other car another night... all because Enterprise was too lazy to renew the registration that suspended back in August 2010! So, that means... the car's registration was suspended from the day he drove it off the lot! No phone calls... no nothing!

Always check your paperwork... tags... stickers... etc... or you can end up... with an empty parking space!

I was getting my car fixed yesterday and needed a rental car when I picked up the car from enterprise with my husband the girl was real busy and rushed us while checking the car and told us nothing under a certain size mattered so as I got in the car noticed a chip in window that was size of pebble but she had said nothing that small matters. Returned car today now she is trying to charge me for the window. Now it was not just me my husband also had seen the chip and what she had said about size he also took it as anything that size didn't matter. My husband has been a police officer in this town for 8 years has won a hero's award and a award for going above and beyond his duty. Now you have some girl who was not doing her job very well calling him and me a liar. i would never use this company again and advise others not to use them either.

Selected prepay as an option for gas - expected to see about $3 gallon

Looked at the contract and $4.69 gallon was crossed out and the amount of $7.07 gallon put in.

Price Gouging by Enterprise Santa Barbara, Thomas Arias, Branch Manager

Customers, do yourselves a favor, if you wish to save yourselves grief, and anger over money that is OWED to you, DO NOT use the services from this agency.

They have owed us money for two months now, money that was unfairly debited out of our account because our insurance covered the entire cost for the vehicle, and sent the check to "Enterprise". They charged our card anyway, and told us we had signed up for a fictitious insurance coverage we didn't know anything about, as we opted out of the insurance option when we rented the vehicle.

My wife Paula just got off the phone with one of the "managers" named TYONA whose incompetency exceeded our vastest expectations. We had no idea a manager could sink that low, but we were proved wrong today.

Her name is TYONA. She wouldn't reveal her title to us, hung up on us 3 times. I REPEAT 3 times, and continuously kept cutting my wife short even after she told her that she didn't appreciate being left on hold for 20 minutes wasting phone minutes, just to be hung up shortly thereafter.

My wife told her that her behavior mirrors just how much this branch cares about their customers at this location, her response was for us never to call again, or she would call the police on us and sue us for harassment.

We also informed TYONA that we had previously spoken to her managers JOSE ALBA, and TOM THOMAS, that I had been calling them for weeks, that they took our phone number down, and told us they would call us back the next day which never happened, and unless we call they won't reach out to us. This branches modus operandi seems thus far targeted at chasing customers away with rudeness, and unprofessionalism, and by doing so keeping you from getting your money back, as most people will desist or think it isn’t worth the trouble.

We informed TYONA that we were going to be notifying the BETTER BUSINESS BUREAU to the practices of business being conducted at this branch; she laughed in my wife’s ear, and replied “Whatever”, as if she was used to responding that way fifty times a day, like a pro.

TYONA was disrespectful, demeaning, and didn't seem to care about upsetting her customers.

To all customers out there:

PLEASE DO NOT USE THE SERVICES AT THIS BRANCH, you would be contributing to keeping this madness going. THEY employ THE MOST UNPROFESSIONAL AND RUDEST STAFF, AND MANAGER (TYONA) we have ever dealt with.

Pls dont rent your vehicle from enterprise. They will make you sign on fine print and rip you off in the end. I ended up paying 600 dollars for a small bent in the edge of the door that I didnt make and it was in the vehicle already. They have their own repair shop dealer who charges extra as he knows it is either us or the insurance company going to pay for it. .

The person at enterprise didnt look at the car when I rented and I was in a hurry so she made me sign in the contract and I left. When I returned the car they added all the damages that were in the car already and screwed me big time..

Pls dont get cheated by this Rental car company..

I returned my 1 day rental to BWI airport. I inadvertantly left my wallet in the passenger seat. As I got on the bus to head to the terminal I realized what I had done and returned. The car had been moved about 50 yards and my wallet was gone with all my identification, credit cards, and cash. No one knew anything -- even who moved the car. The local manager (ROB) was not only unhelpful, he was clueless.

Never again will I rent from this bunch of thieves. They left me stranded in BWI without Identification, credit cards or cash. They did not offer to help. One of those employees stole my wallet and the manager didnt even try and find out who