I recently rented a vehicle from Enterprise Rent a Car. My dog had a seizure at 2 am and I had to transport him, a dachshund to the emergency vet. I returned the vehicle vehicle and was charged a $75 cleaning fee because there was dog hair on the passenger floor. I explained the situation to the branch manager Luvonte Rhines 7475 Roswell Rd Sandy Springs Georgia 770-393-3993 and his Regional Manger Bernard Hearn 678-234-4508. I even volunteered to showed them my receipt from the emergency vet. They said no the charge stands. I asked whether I should have called 911 to transport my pet dog who was having a seizure? They just laughed and said the charge stays.
Just wanted to alert you that this company is not pet friendly and does not make rational business decisions concerning people who have true emergencies with their pets. The bill was over $700 and they were not willing to take 10% off the bill as a goodwill gesture who has spent thousands of dollars in the past and is a National CarRental Emerald Club Member. National Car Rental is part of the same company. Letters to Pamela Nicholson CEO, William Snyder CFO, and Matthew Darrah, COO have not been answered.
Enterprise is not a pet friendly company, as they claim to be. They only care about their bottom line and not about customer retention. I have also notified PETA so that they aware of what kind of company Enterprise is.
The company did not inform me that I was getting a higher price vehicle then my Ins. Covered, It ended up costing me and my Ins. Company (Allstate) $17.00 per mile I also returned it with more gas then When I got it and the engine needs service was on the whole time I had it. I added a quart of oil at my expense but the light stayed on. I believe they should have told me I was getting a car that would cost more than my Ins. would pay. I also think they should service their vehicles so the renter does not run into the problem I had with the light that indicated the engine needed service. Due to this I limited my driving. When you pick up the vehicle they should tell you that your Insurance will not pay the entire fee for this size car (I would have not got the higher priced one) In my book a NSN MAXI is a compact car, it sure is a lot smaller than the Dodge Charger I was getting repaired.
We rented many vehicles to help in producing a movie. Our caterer left some food in one of them and also left the back hatchback open brielfy in the rain, but it was enough to let some water in the back. we were billed $255 for detailing and i thought that was the end of it.
boy was i wrong. a couple of months later i got a bill for over $3400 for extensive interior (seats carpet) and exterior (doors, bumper) damages. i complained and noted a picture they had taken when we dropped it off showing no exterior damage and they agreed to take that off. so they removed less than $200, and the bumper alone was worth at least $400. so i called and while on the phone i was informed that a note came into the Enterprise rep that they were dropping the claim, saying the damage had happened after we had dropped the vehicle off. Great! or so i thought.
another couple of months passed and i got another notice for the $3000+ PLUS DAMAGES. same thing again, this time i spend excessive time with them including writing up an explanation of how, if there was really any extensive damage done at all (questionable) then the only way it could have happened would be if they had just left the food and the water standing in a closed vehicle all those months. and how could that happen when they had it detailed right after i dropped it off, so if there were really extensive water issues certainly they would have known about it then. And is it our problem, if the damage did happen, when they had neglected to fix what must surely have been a known minor problem at drop off time (damp carpet) or at least at detailing time, a minor problem they should have fixed right then, that became a major problem later when they had let the dampness sit in the car for months. and how does anyone know if the problem was not caused by some event after we had turned it in like they once told us had in fact been the case when they dropped the claim the time before.
so now they are threatening me with putting an attorney on the claim. and not letting us rent from enterprise until we pay.
coming to this site i see that questionable damage claims are occurring with some frequency.
I was in a really bad accident and had my car totalled, so after a week trying to pull myself together, I went online and claimed what I felt was a super deal on a weekend rental special at Enterprise. I reserved a compact car online, because that's what I was comfortable driving, and paying for, since I didn't have rental reimbursement on my coverages.
I have to say, looking back at every interaction with those employees, there were red flags that I probably would have caught if I hadn't been in such a vulnerable position with my recent accident. Then again, maybe that's what they were counting on.
Anyway, I went to pick up the car, and the agent seemed very polite when she took my information, however they were obviously short staffed, and the waiting room was beginning to fill up. She told me that my reserved car was out for an oil change, and she didn't want to keep me waiting since it was going to be a few minutes so she'll walk me out to show me what she can offer me.
I followed her out, as she went down a short list of cars that were obviously not in my price range. I told her the car I reserved was what was in my budget and what I was comfortable with. During this time, an older gentleman came in and dropped off a car and I asked if his car was in my price range, she did not respond, but kept trying to upsell my rental. When I wouldn't budge, she offered me an intermediate for the same price and I agreed since the car she pointed out looked pristine.
We go inside to complete the paperwork, and she fudges around making verbal exchanges with her colleague and eventually picks up some keys and I follow her outside. I was shocked when she walked with her clipboard toward a car that we never mentioned, and even worse, was filthy all over. I voiced my discontent and asked why would she rent me such a filthy looking car. She claimed that the car was cleaned a couple of days before and blamed the previous day's snow storm for the condition of the exterior, then advised me that I could visit the car wash up the street for a complimentary wash by showing the Enterprise Key Chain.
She then did the walk around, and I pointed out some scratches on the car which she explained were considered normal wear and not necessary to be noted. The car was so filthy with snow, salt and sand, I was desperately trying to scan as she walked around trying to discern what was filth from what was a ding. The walk around was brief but throughout, she kept trying to explain why I should by there very expensive insurance.
I kept declining, and she kept pushing, but I held my ground, since I had no intention of doing much driving, and figured if anything extraordinary happened, my insurance would cover it. I left the lot and barely drove the car, using more than a hundred miles less than was allotted. I returned the car on Monday, to find that the same agent on her way out as I was exiting the vehicle. She met me at the car and decided to do the check there and then, giving me the okay as we went back inside to complete the transaction. Staffing was again an issue, and there was a couple people walking in as she was closing me out, while the phone kept ringing off the hook and she kept stopping to answer the calls. I was getting nervous because I was on my lunch break and didn't have a lot of time.
Earlier that day, my insurance company had mentioned a special rate for their clients with Enterprise, so I called and asked about it for mid week rental and got the quote, so I mentioned to my agent that it might be easier for me to take another car for a day, since by the time I got out and got a taxi back, I'd be really late. I mentioned the special quote and she searched the system to confirm it. She couldn't find a car in her inventory that satisfied that quote so she said, my best bet was to remain in my current car. She then took my receipt for my weekend rental to close it out and start fresh. At this point, I'm in there for more than half hour.
When she seemed overwhelmed with people coming in and me anxiously staring her in the face while she fiddled with the computer, and answered calls she finally said, you know what, just go ahead I don't want to keep you. I'll change it in the system. I was so glad to finally be out of there, I said, thank you and went on my way.
The next day, I called the agency to find out if they could possibly bring me back to work once I dropped the car off. They told me that they couldn't since I was technically in a different city. So I asked if I could drop it off at the one located in the same city as my job and have them ride me back. The manager said she would put a note on my account and make an exception to the $30 drop off rule. Okay, so I take the car to the pre arranged location, and of course, they're short staffed. I'm the only one when I walk in, but this agent will not stop talking on the phone, taking call after call explaining rental policies and the different pricing options for their fleet. What?
I was about to blow a gasket when he asked me for my contract. I told him that the rep at the other location took it from me and didn't return it. He said he had to call the other location. What? This info is not in the system? Okay, so he calls over there on speaker and I recognize the person answering the phone as my agent since I've spent so much time with her, that and her name. He starts talking in a low voice and then is apparently put on hold for about 5 minutes and then comes over to me and says you don't have a copy of your contract? I repeat," she never gave it back to me when I originally took the car back yesterday".
Then he says, because I want to show you this. And he walks me out to the car and points to a panel under the passenter door. I'm not seeing what he's obviously seeing so I ask, what? He says it's dented. I say, where, what? I touch it, and now I'm thinking that he's high, because I don't see any abnormality. Then he says go look at the other side. Lo and behold, the two sides don't match. What I thought was a design curve in the bottom panel, under the door, which coincidentally, I never noticed that part of the car until he showed me it was there was indeed what looked like someone may have taken a large rolling pin and leaned it against that strip. No scratch just a different look than the other side of the car, in my eyes.
In my shock and horror, I immediately think, he's trying to play me and I say, we never looked at that part of the car in my original walk through. That is not a part of the car I would even notice or think to look at closely. Then I tell him, I'm going back to the original lot, and I drive away trying to remain calm and feeling like I had just been violated.
I get back to the rental lot and the first thing I look for is a surveillance camera located in the lot where we did the walk around. I was relieved to find two. I ask for a manager and explain my shock and disbelief that this was being insinuated. I explained to her that I had no incident with the car, and furthermore, that was not a part of the car that we looked at; techinically under the car door. I explained that with a close up walk around such as we did, I would have had to bend down and under to see that, and the agent definitely didn't do any bending and she should check the surveillance to confirm it.
The manager responded that while I may not necessarily have had an incident, it could have been parked somewhere and gotten damaged. I then pointed out to her, that if the car got hit, scratched or damaged within the last 24 hours, why would all of the filth, snow and salt debris that is consistent throughout the body of the car, not have a break in the pattern where it was damaged. Wouldn't it be logical that if something happened after the car was given to me in that condition, that there would be some demarkation where the damage was? She admitted that she saw my point, but had to follow protocol and file a claim.
I was livid to say the least. Now, I felt violated all over again. I kept pleading with her to check the security footage for the time of the walk around to prove that we didn't bend over to look at the bottom panel of the car. She wouldn't give a response. Then I asked for my contract that the original agent never returned. I said maybe the other agent (inexplicably absent at this time) noted it on the paperwork. Her reply was that she didn't know where it could be and they don't keep the original copies. What? It's only been a day. Why do you guys fill these things out if you're going to throw them right out? This was a big sign, and I knew right then that I was going to consult an attorney.
It seemed that their business is built on taking advantage of vulnerable people and taking short cuts all around. What else could they be capable of? This lady proceeds to type up a report writing that "the renter stated she doesn't know when the damage happened." I read this as she non challantly says, I'll give you a copy of this for your records. Was she going to forge my signature on this? Because I wasn't signing that BS! I crossed out the erroneous statement and wrote a rebuttal, fully explaining the true gist of our exchanges.
While this is going on, she is sneakily ringing up charges for deductibles on my credit card and then has the gall to tell me, " I only charged you for half of your deductible because I realize it's a lot" What? Who are these people? If you are on the up and up, follow protocol all the way. This was a huge sign that they are shady. She filed a claim with my insurance company which I have fully challenged, and intend to file a report with the BBB as well as The DCA. They have ticked off the wrong one!
Due to being rear-ended on Interstate 95 on January 13, 2014, leaving my car totaled, I was forced to rent a vehicle. I chose Enterprise because they were the closest agency to where the car was towed.
I kept this vehicle a week while I shopped for a replacement vehicle and when I returned the vehicle to the Langhorne location (This was different than the origination location), they waited an entire month then sent me a bill for almost $2,000.00 for damages to the vehicle.
I never damaged their vehicle, in fact, I parked in the last parking spot at Walmart and walked all the way in, in fear someone would damage it.
I took photos of the truck to share with my brother because he had just purchased a Dodge Ram and wanted to compare the style/engines. Fortunately for me, the side I just happend to photograph is the side Enterprise accused me of damaging. You can see the attached photos and see for yourself.
If anyone is suing this company, being sued by them, or interested in a class action law-suit, count me in.
After leaving rental car, as customary in the area, at the body shop where our car was fixed. I received a phone call about trunk and stop light damage no more than half hour or so later. Need to note, that despite aggressive attempts to sell additional insurance by enterprise, we refused. Manager flatly refused to show up to reinspect the vehicle in my presence, was extrimely rude and abusive on the phone, and stated, since it was not on the paper when we got vehicle we have to pay for it. You can say whatever you want, but I'm not completely dumb as not to see 20"X4" dent on the edge of the trunk and crushed stoplight. Curiously, no damage to the bumper, or to the paint itself, not at all, even dried streaks from salty water left intact. digging deeper into the subject, it seems that enterprise does it quite frequently to anyone who refused to dish out monies for additional insurance. I know, as it stands right now, I have no chance to prove anything, but it is ongoing wave of new type raketeering. You'll pay one way or another.
P.S. Enterprise rep. - I have had enough of you for the last quarter century or so, the only difference I didn't have to pay for your lies, but company did. Thus stick your numbers not too far from your grand mother's chandelier.
1. I rented cars from Toledo locations various times and interiors were dirty. One time I even needed to clean the car myself. It happened in both Alexis and Woodville locations in Toledo area.
The following incident only applied to Alexis location:
2. When I arrived Alexis location with reservation, I was told that they had to send cars from different location. I waited for 15 to 20 minutes, car showed up. However, the associates were talking on phone instead of taking care of customers first. I ended up waiting for almost 30 minutes.
3. When I was asked to sign contract, the associate failed to reveal the term about optional insurance. Fortunately I rented cars with Enterprise long enough therefore I remembered that term and questioned that agent about it. She then waived it for me.
4. She asked me I could choose a car. I reserved a full size car and she gave me a choice of a mid size car. Again I know how Enterprise defined size of cars and I questioned her about it again.
5. My true pick up time was 6:09 pm but the contract said I picked up at 5:30 pm, and there was an hourly rate charge if I returned car after 5:30 pm.
For #3, #4 and #5, I highly suspect that associate and manager from Alexis location is trying to rip off customers or charge customers more money with such practice.
For #1 and #2, they failed to show respect to customers since no customer wants to drive a dirty and trashy car (interior) in addition to being ignored by them.
I had contacted Enterprise customer service department on 2-13 and I wa told that someone from corporate office would contact me. However, no one contacts me as of today.
It takes a magnifying glass to read the contract. What the employee 'explains' is not truthful. Once I said, "no i don't want that.' Employee said, then initial here. And charged me 'extra insurance' anyway. Not once did I get weekly receipt or copies of charges. I got drained account traced to rental. They will charge you randomly and none of the numbers match. Fraud, plain and simple. They drained my funds and i had to cancel my bank card. Company needs to be sued or criminally investigated. This is specifically 'Highlands' banch of Enterprise in Louisville, Ky.
I received a mail from Entreprise rent a car two weeks after a businees trip in Canada. They complained that the rental car had a scrape on the front bumper. I checked the car when I took the car and also when I dropped the car off. I didn't take any photos, my fault. I didn't see anything both times. Unfortunatly, their agency was closed when I dropped the car and I put the key on their return box. I am afraid that someone (maybe one of their employee) might have damaged the car after I've left to take my flight. I asked for their surveillance video but no answer on that. I have no idea where this scrape is coming from and communication is hard with them. I tried to call several time the airport agency and was only able to get someone 1 time. She checked the report and didn't see anything on her terminal. I refused to pay for something that I haven't done! It is too easy for this company to say that I am responsible for anything that happens after I've left and until one of their employee check the car ... Does anybody have an idea on what I should do?
I was charged for damage under the front bumper which looks like someone was lying down underneath the car and struck it with a hard slender metal object. I told the agent I would have definitely felt the impact with my baby in back seat of the compact vehicle on the highway to Tampa. My trip was nice and smooth with no complications.
She stated that someone would be contacting reguarding the matter in two weeks, I never received a call and they went ahead and charged me $230.00 for the rental within 2-3 days of the day I returned it.
I finally received a call in June 2014, from Enterprise asking am I going to file a claim with my insurance company.
I had rented a car for the week and when I arrived the vehicle was not at the location yet. So I was upgraded to a Jeep Wrangler with a slow leek in the tire. I had the tire put on the back and the back on put on vehicle. I told them about it so the the next person wouldnt have a problem, they said they would check it out. The next day they decided I needed to repair it and they charged me over $130. I paid it and now Ihad a corrola. When I brought this car back it had a black mark on the lower back passenger door. Which I didnt hit anything I dont know. So the manager said it didnt go throgh the paint so it wont be a problem should just be buffed out. So I said I would take it to be fixed because I learned my lesson from the tire. But they assured me it was no big deal so I gave it to them to take care of. (didnt learn my lesson I guess). So now im getting calls that it cost over 900 dollars for a black mark on a door which I have pictures of and going to contest. Waht a rip off.
I was involved in a accident in which my vehicle was totalled. It was a 2009 Ford Taurus. The other driver was @ fault. I was contacted by the other drivers insurance to tell me I could pick up a rental. From the moment I walked in, the bs started. Apparently, enterprise needs to change their name to Enterprise Rent-a-van or huge pickup truck. I was forced to accept a full size pickup. No one was willing to see if another branch had a full size sedan. I then proceeded to call & visit other branches in my area, who proceeded to claim they had no cars. Only gas guzzlers. For those of you who dont know, Enterprises charges outrageous prices to fill up their vehicles if you bring it back low on fuel. I swear this is why they make people drive those monstrosities. For several days, I was stuck in something I didnt need or want. No one was any help. They claimed they had no full sizes, but all of a sudden, I would walk out back and see several. Come back in and inquire, now they dont exist. So to this day, right now, whats sitting in my driveway? A Dodge Ram 1500!!!!!!!! Ive had it for a week. No branch will assist me. I went in earlier today. They had several cars. A full size car pulled up right as I did. I inquired and was told that iit wasnt reserved until the following day, but I couldnt have it. I have had to put right around 100 dollars in fuel in that thing because all our driving is city driving. Whatever happened to customer satisfaction? I was accused of smoking in the truck, which we didnt. It carries a hefty 75 dollar fee. I will never spend my own dime with these clowns. I was booked and reserved a full size. Had a Impala for a day or ao and it was the biggest piece of crap ive ever drove. My insurance company even rebooked the reservation, and they still refused to honor it. Its like they get off on charging people outrageous fees. Even the insurance company ytold me to skimp on the waiver crap and use my own. There was a time when I loved them. I rented a vehicle every weekend for business. If I showed up and they didn't have what I wanted, a couple calls and keystrokes later and I would have it. Even if it meant me going to swap it. Or them doing it. No worries though. I will go elsewhere after this little debacle.
I rented a car from the Enterprise Rent A Car location at 63 N Lowry St, Smyrna TN 37167 on Monday 24th March at 1:30 pm. I was served by a representative named Andrea Lawson, who was alone at that time in the location helping customers and multi-tasking and appearing very busy. While she was helping me with my rental car and entering my information, she kept answering all the calls she received while I kept waiting for her to finish her calls and provide me with a car.
I had to remind her that I have been waiting for long and she needs to help me first since I was already present there. I told her it was getting late for me and that I had to get back to work. She finally took the car keys and took me to car. She did a very quick inspection and told me to sign the paperwork. I saw that she had already marked that I’m declining insurance and did not even ask me if I would like to buy insurance.
Enterprise Rent A Car Reviews
I recently rented a vehicle from Enterprise Rent a Car. My dog had a seizure at 2 am and I had to transport him, a dachshund to the emergency vet. I returned the vehicle vehicle and was charged a $75 cleaning fee because there was dog hair on the passenger floor. I explained the situation to the branch manager Luvonte Rhines 7475 Roswell Rd Sandy Springs Georgia 770-393-3993 and his Regional Manger Bernard Hearn 678-234-4508. I even volunteered to showed them my receipt from the emergency vet. They said no the charge stands. I asked whether I should have called 911 to transport my pet dog who was having a seizure? They just laughed and said the charge stays.
Just wanted to alert you that this company is not pet friendly and does not make rational business decisions concerning people who have true emergencies with their pets. The bill was over $700 and they were not willing to take 10% off the bill as a goodwill gesture who has spent thousands of dollars in the past and is a National CarRental Emerald Club Member. National Car Rental is part of the same company. Letters to Pamela Nicholson CEO, William Snyder CFO, and Matthew Darrah, COO have not been answered.
Enterprise is not a pet friendly company, as they claim to be. They only care about their bottom line and not about customer retention. I have also notified PETA so that they aware of what kind of company Enterprise is.
The company did not inform me that I was getting a higher price vehicle then my Ins. Covered, It ended up costing me and my Ins. Company (Allstate) $17.00 per mile I also returned it with more gas then When I got it and the engine needs service was on the whole time I had it. I added a quart of oil at my expense but the light stayed on. I believe they should have told me I was getting a car that would cost more than my Ins. would pay. I also think they should service their vehicles so the renter does not run into the problem I had with the light that indicated the engine needed service. Due to this I limited my driving. When you pick up the vehicle they should tell you that your Insurance will not pay the entire fee for this size car (I would have not got the higher priced one) In my book a NSN MAXI is a compact car, it sure is a lot smaller than the Dodge Charger I was getting repaired.
We rented many vehicles to help in producing a movie. Our caterer left some food in one of them and also left the back hatchback open brielfy in the rain, but it was enough to let some water in the back. we were billed $255 for detailing and i thought that was the end of it.
boy was i wrong. a couple of months later i got a bill for over $3400 for extensive interior (seats carpet) and exterior (doors, bumper) damages. i complained and noted a picture they had taken when we dropped it off showing no exterior damage and they agreed to take that off. so they removed less than $200, and the bumper alone was worth at least $400. so i called and while on the phone i was informed that a note came into the Enterprise rep that they were dropping the claim, saying the damage had happened after we had dropped the vehicle off. Great! or so i thought.
another couple of months passed and i got another notice for the $3000+ PLUS DAMAGES. same thing again, this time i spend excessive time with them including writing up an explanation of how, if there was really any extensive damage done at all (questionable) then the only way it could have happened would be if they had just left the food and the water standing in a closed vehicle all those months. and how could that happen when they had it detailed right after i dropped it off, so if there were really extensive water issues certainly they would have known about it then. And is it our problem, if the damage did happen, when they had neglected to fix what must surely have been a known minor problem at drop off time (damp carpet) or at least at detailing time, a minor problem they should have fixed right then, that became a major problem later when they had let the dampness sit in the car for months. and how does anyone know if the problem was not caused by some event after we had turned it in like they once told us had in fact been the case when they dropped the claim the time before.
so now they are threatening me with putting an attorney on the claim. and not letting us rent from enterprise until we pay.
coming to this site i see that questionable damage claims are occurring with some frequency.
I was in a really bad accident and had my car totalled, so after a week trying to pull myself together, I went online and claimed what I felt was a super deal on a weekend rental special at Enterprise. I reserved a compact car online, because that's what I was comfortable driving, and paying for, since I didn't have rental reimbursement on my coverages.
I have to say, looking back at every interaction with those employees, there were red flags that I probably would have caught if I hadn't been in such a vulnerable position with my recent accident. Then again, maybe that's what they were counting on.
Anyway, I went to pick up the car, and the agent seemed very polite when she took my information, however they were obviously short staffed, and the waiting room was beginning to fill up. She told me that my reserved car was out for an oil change, and she didn't want to keep me waiting since it was going to be a few minutes so she'll walk me out to show me what she can offer me.
I followed her out, as she went down a short list of cars that were obviously not in my price range. I told her the car I reserved was what was in my budget and what I was comfortable with. During this time, an older gentleman came in and dropped off a car and I asked if his car was in my price range, she did not respond, but kept trying to upsell my rental. When I wouldn't budge, she offered me an intermediate for the same price and I agreed since the car she pointed out looked pristine.
We go inside to complete the paperwork, and she fudges around making verbal exchanges with her colleague and eventually picks up some keys and I follow her outside. I was shocked when she walked with her clipboard toward a car that we never mentioned, and even worse, was filthy all over. I voiced my discontent and asked why would she rent me such a filthy looking car. She claimed that the car was cleaned a couple of days before and blamed the previous day's snow storm for the condition of the exterior, then advised me that I could visit the car wash up the street for a complimentary wash by showing the Enterprise Key Chain.
She then did the walk around, and I pointed out some scratches on the car which she explained were considered normal wear and not necessary to be noted. The car was so filthy with snow, salt and sand, I was desperately trying to scan as she walked around trying to discern what was filth from what was a ding. The walk around was brief but throughout, she kept trying to explain why I should by there very expensive insurance.
I kept declining, and she kept pushing, but I held my ground, since I had no intention of doing much driving, and figured if anything extraordinary happened, my insurance would cover it. I left the lot and barely drove the car, using more than a hundred miles less than was allotted. I returned the car on Monday, to find that the same agent on her way out as I was exiting the vehicle. She met me at the car and decided to do the check there and then, giving me the okay as we went back inside to complete the transaction. Staffing was again an issue, and there was a couple people walking in as she was closing me out, while the phone kept ringing off the hook and she kept stopping to answer the calls. I was getting nervous because I was on my lunch break and didn't have a lot of time.
Earlier that day, my insurance company had mentioned a special rate for their clients with Enterprise, so I called and asked about it for mid week rental and got the quote, so I mentioned to my agent that it might be easier for me to take another car for a day, since by the time I got out and got a taxi back, I'd be really late. I mentioned the special quote and she searched the system to confirm it. She couldn't find a car in her inventory that satisfied that quote so she said, my best bet was to remain in my current car. She then took my receipt for my weekend rental to close it out and start fresh. At this point, I'm in there for more than half hour.
When she seemed overwhelmed with people coming in and me anxiously staring her in the face while she fiddled with the computer, and answered calls she finally said, you know what, just go ahead I don't want to keep you. I'll change it in the system. I was so glad to finally be out of there, I said, thank you and went on my way.
The next day, I called the agency to find out if they could possibly bring me back to work once I dropped the car off. They told me that they couldn't since I was technically in a different city. So I asked if I could drop it off at the one located in the same city as my job and have them ride me back. The manager said she would put a note on my account and make an exception to the $30 drop off rule. Okay, so I take the car to the pre arranged location, and of course, they're short staffed. I'm the only one when I walk in, but this agent will not stop talking on the phone, taking call after call explaining rental policies and the different pricing options for their fleet. What?
I was about to blow a gasket when he asked me for my contract. I told him that the rep at the other location took it from me and didn't return it. He said he had to call the other location. What? This info is not in the system? Okay, so he calls over there on speaker and I recognize the person answering the phone as my agent since I've spent so much time with her, that and her name. He starts talking in a low voice and then is apparently put on hold for about 5 minutes and then comes over to me and says you don't have a copy of your contract? I repeat," she never gave it back to me when I originally took the car back yesterday".
Then he says, because I want to show you this. And he walks me out to the car and points to a panel under the passenter door. I'm not seeing what he's obviously seeing so I ask, what? He says it's dented. I say, where, what? I touch it, and now I'm thinking that he's high, because I don't see any abnormality. Then he says go look at the other side. Lo and behold, the two sides don't match. What I thought was a design curve in the bottom panel, under the door, which coincidentally, I never noticed that part of the car until he showed me it was there was indeed what looked like someone may have taken a large rolling pin and leaned it against that strip. No scratch just a different look than the other side of the car, in my eyes.
In my shock and horror, I immediately think, he's trying to play me and I say, we never looked at that part of the car in my original walk through. That is not a part of the car I would even notice or think to look at closely. Then I tell him, I'm going back to the original lot, and I drive away trying to remain calm and feeling like I had just been violated.
I get back to the rental lot and the first thing I look for is a surveillance camera located in the lot where we did the walk around. I was relieved to find two. I ask for a manager and explain my shock and disbelief that this was being insinuated. I explained to her that I had no incident with the car, and furthermore, that was not a part of the car that we looked at; techinically under the car door. I explained that with a close up walk around such as we did, I would have had to bend down and under to see that, and the agent definitely didn't do any bending and she should check the surveillance to confirm it.
The manager responded that while I may not necessarily have had an incident, it could have been parked somewhere and gotten damaged. I then pointed out to her, that if the car got hit, scratched or damaged within the last 24 hours, why would all of the filth, snow and salt debris that is consistent throughout the body of the car, not have a break in the pattern where it was damaged. Wouldn't it be logical that if something happened after the car was given to me in that condition, that there would be some demarkation where the damage was? She admitted that she saw my point, but had to follow protocol and file a claim.
I was livid to say the least. Now, I felt violated all over again. I kept pleading with her to check the security footage for the time of the walk around to prove that we didn't bend over to look at the bottom panel of the car. She wouldn't give a response. Then I asked for my contract that the original agent never returned. I said maybe the other agent (inexplicably absent at this time) noted it on the paperwork. Her reply was that she didn't know where it could be and they don't keep the original copies. What? It's only been a day. Why do you guys fill these things out if you're going to throw them right out? This was a big sign, and I knew right then that I was going to consult an attorney.
It seemed that their business is built on taking advantage of vulnerable people and taking short cuts all around. What else could they be capable of? This lady proceeds to type up a report writing that "the renter stated she doesn't know when the damage happened." I read this as she non challantly says, I'll give you a copy of this for your records. Was she going to forge my signature on this? Because I wasn't signing that BS! I crossed out the erroneous statement and wrote a rebuttal, fully explaining the true gist of our exchanges.
While this is going on, she is sneakily ringing up charges for deductibles on my credit card and then has the gall to tell me, " I only charged you for half of your deductible because I realize it's a lot" What? Who are these people? If you are on the up and up, follow protocol all the way. This was a huge sign that they are shady. She filed a claim with my insurance company which I have fully challenged, and intend to file a report with the BBB as well as The DCA. They have ticked off the wrong one!
Due to being rear-ended on Interstate 95 on January 13, 2014, leaving my car totaled, I was forced to rent a vehicle. I chose Enterprise because they were the closest agency to where the car was towed.
I kept this vehicle a week while I shopped for a replacement vehicle and when I returned the vehicle to the Langhorne location (This was different than the origination location), they waited an entire month then sent me a bill for almost $2,000.00 for damages to the vehicle.
I never damaged their vehicle, in fact, I parked in the last parking spot at Walmart and walked all the way in, in fear someone would damage it.
I took photos of the truck to share with my brother because he had just purchased a Dodge Ram and wanted to compare the style/engines. Fortunately for me, the side I just happend to photograph is the side Enterprise accused me of damaging. You can see the attached photos and see for yourself.
If anyone is suing this company, being sued by them, or interested in a class action law-suit, count me in.
After leaving rental car, as customary in the area, at the body shop where our car was fixed. I received a phone call about trunk and stop light damage no more than half hour or so later. Need to note, that despite aggressive attempts to sell additional insurance by enterprise, we refused. Manager flatly refused to show up to reinspect the vehicle in my presence, was extrimely rude and abusive on the phone, and stated, since it was not on the paper when we got vehicle we have to pay for it. You can say whatever you want, but I'm not completely dumb as not to see 20"X4" dent on the edge of the trunk and crushed stoplight. Curiously, no damage to the bumper, or to the paint itself, not at all, even dried streaks from salty water left intact. digging deeper into the subject, it seems that enterprise does it quite frequently to anyone who refused to dish out monies for additional insurance. I know, as it stands right now, I have no chance to prove anything, but it is ongoing wave of new type raketeering. You'll pay one way or another.
P.S. Enterprise rep. - I have had enough of you for the last quarter century or so, the only difference I didn't have to pay for your lies, but company did. Thus stick your numbers not too far from your grand mother's chandelier.
1. I rented cars from Toledo locations various times and interiors were dirty. One time I even needed to clean the car myself. It happened in both Alexis and Woodville locations in Toledo area.
The following incident only applied to Alexis location:
2. When I arrived Alexis location with reservation, I was told that they had to send cars from different location. I waited for 15 to 20 minutes, car showed up. However, the associates were talking on phone instead of taking care of customers first. I ended up waiting for almost 30 minutes.
3. When I was asked to sign contract, the associate failed to reveal the term about optional insurance. Fortunately I rented cars with Enterprise long enough therefore I remembered that term and questioned that agent about it. She then waived it for me.
4. She asked me I could choose a car. I reserved a full size car and she gave me a choice of a mid size car. Again I know how Enterprise defined size of cars and I questioned her about it again.
5. My true pick up time was 6:09 pm but the contract said I picked up at 5:30 pm, and there was an hourly rate charge if I returned car after 5:30 pm.
For #3, #4 and #5, I highly suspect that associate and manager from Alexis location is trying to rip off customers or charge customers more money with such practice.
For #1 and #2, they failed to show respect to customers since no customer wants to drive a dirty and trashy car (interior) in addition to being ignored by them.
I had contacted Enterprise customer service department on 2-13 and I wa told that someone from corporate office would contact me. However, no one contacts me as of today.
It takes a magnifying glass to read the contract. What the employee 'explains' is not truthful. Once I said, "no i don't want that.' Employee said, then initial here. And charged me 'extra insurance' anyway. Not once did I get weekly receipt or copies of charges. I got drained account traced to rental. They will charge you randomly and none of the numbers match. Fraud, plain and simple. They drained my funds and i had to cancel my bank card. Company needs to be sued or criminally investigated. This is specifically 'Highlands' banch of Enterprise in Louisville, Ky.
I received a mail from Entreprise rent a car two weeks after a businees trip in Canada. They complained that the rental car had a scrape on the front bumper. I checked the car when I took the car and also when I dropped the car off. I didn't take any photos, my fault. I didn't see anything both times. Unfortunatly, their agency was closed when I dropped the car and I put the key on their return box. I am afraid that someone (maybe one of their employee) might have damaged the car after I've left to take my flight. I asked for their surveillance video but no answer on that. I have no idea where this scrape is coming from and communication is hard with them. I tried to call several time the airport agency and was only able to get someone 1 time. She checked the report and didn't see anything on her terminal. I refused to pay for something that I haven't done! It is too easy for this company to say that I am responsible for anything that happens after I've left and until one of their employee check the car ... Does anybody have an idea on what I should do?
I was charged for damage under the front bumper which looks like someone was lying down underneath the car and struck it with a hard slender metal object. I told the agent I would have definitely felt the impact with my baby in back seat of the compact vehicle on the highway to Tampa. My trip was nice and smooth with no complications.
She stated that someone would be contacting reguarding the matter in two weeks, I never received a call and they went ahead and charged me $230.00 for the rental within 2-3 days of the day I returned it.
I finally received a call in June 2014, from Enterprise asking am I going to file a claim with my insurance company.
I told them I was filing complaint asap.
I had rented a car for the week and when I arrived the vehicle was not at the location yet. So I was upgraded to a Jeep Wrangler with a slow leek in the tire. I had the tire put on the back and the back on put on vehicle. I told them about it so the the next person wouldnt have a problem, they said they would check it out. The next day they decided I needed to repair it and they charged me over $130. I paid it and now Ihad a corrola. When I brought this car back it had a black mark on the lower back passenger door. Which I didnt hit anything I dont know. So the manager said it didnt go throgh the paint so it wont be a problem should just be buffed out. So I said I would take it to be fixed because I learned my lesson from the tire. But they assured me it was no big deal so I gave it to them to take care of. (didnt learn my lesson I guess). So now im getting calls that it cost over 900 dollars for a black mark on a door which I have pictures of and going to contest. Waht a rip off.
I was involved in a accident in which my vehicle was totalled. It was a 2009 Ford Taurus. The other driver was @ fault. I was contacted by the other drivers insurance to tell me I could pick up a rental. From the moment I walked in, the bs started. Apparently, enterprise needs to change their name to Enterprise Rent-a-van or huge pickup truck. I was forced to accept a full size pickup. No one was willing to see if another branch had a full size sedan. I then proceeded to call & visit other branches in my area, who proceeded to claim they had no cars. Only gas guzzlers. For those of you who dont know, Enterprises charges outrageous prices to fill up their vehicles if you bring it back low on fuel. I swear this is why they make people drive those monstrosities. For several days, I was stuck in something I didnt need or want. No one was any help. They claimed they had no full sizes, but all of a sudden, I would walk out back and see several. Come back in and inquire, now they dont exist. So to this day, right now, whats sitting in my driveway? A Dodge Ram 1500!!!!!!!! Ive had it for a week. No branch will assist me. I went in earlier today. They had several cars. A full size car pulled up right as I did. I inquired and was told that iit wasnt reserved until the following day, but I couldnt have it. I have had to put right around 100 dollars in fuel in that thing because all our driving is city driving. Whatever happened to customer satisfaction? I was accused of smoking in the truck, which we didnt. It carries a hefty 75 dollar fee. I will never spend my own dime with these clowns. I was booked and reserved a full size. Had a Impala for a day or ao and it was the biggest piece of crap ive ever drove. My insurance company even rebooked the reservation, and they still refused to honor it. Its like they get off on charging people outrageous fees. Even the insurance company ytold me to skimp on the waiver crap and use my own. There was a time when I loved them. I rented a vehicle every weekend for business. If I showed up and they didn't have what I wanted, a couple calls and keystrokes later and I would have it. Even if it meant me going to swap it. Or them doing it. No worries though. I will go elsewhere after this little debacle.
I rented a car from the Enterprise Rent A Car location at 63 N Lowry St, Smyrna TN 37167 on Monday 24th March at 1:30 pm. I was served by a representative named Andrea Lawson, who was alone at that time in the location helping customers and multi-tasking and appearing very busy. While she was helping me with my rental car and entering my information, she kept answering all the calls she received while I kept waiting for her to finish her calls and provide me with a car.
I had to remind her that I have been waiting for long and she needs to help me first since I was already present there. I told her it was getting late for me and that I had to get back to work. She finally took the car keys and took me to car. She did a very quick inspection and told me to sign the paperwork. I saw that she had already marked that I’m declining insurance and did not even ask me if I would like to buy insurance.