Complain about a product or service

Enterprise Rent A Car

Enterprise didn't get to be the largest car rental company by accident. There are lots of customers who've had good experiences but quite a few who've had problems.

• Billing Disputes
• Unsafe or Defective Cars
• Charges for "Damage" to the Car
• Happy Customers

Some other recent complaints ...

Peggy of houston, TX May 28, 2009

I rented a car from them while my car was being repaired. State Farm, who was the insurance agent for the claim sent me to rent from this location. When I arrived, I was given a suv and told that I should call my insurance agent and have the additional cost of the suv over what State Farm would pay authorized. I told the Enterprise agent that I did not need a SUV and that I didn't want to pay over what State Farm would pay. The Enterprise agent told me to take the SUV and they would work it out with State Farm.

When I returned the vehicle, they checked me out and told me everything was fine. A couple of days later, I noticed a charge for 100 on my credit card for Enterprise. I called and was told that the charge was for the excess cost of the SUV over what State Farm would pay. I asked for a credit and was told that they would call me back. I have called every day for a week and no one has ever called me back and no credit has shown up on my credit card.

Sheryl of Boynton Beach, FL May 23, 2009

I rented a van from Enterprise in Boynton Beach, FL @ Master Auto Body while my van was being worked on @ a body shop. (GREAT BODY SHOP - HORRIBLE CAR RENTAL PLACE) On the day we were to return the van, the rental van broke down. I was 20-25 miles away from my home, had a doctor appointment to make and a closing on my home @ 3pm. I called Enterprise @ 11:30 and they told me to call an 800# for service. I did this and was told I had to pay for AAA to come out. I THINK NOT! I called and spoke with the local office and after a lot of back and forth and insistence, they authorized the call to be made at their expense.

I called back and a tow truck was dispatched in 30-45 minutes. I told them I did not think it was the battery; however, they were sending someone to jump start me. I was clearly not making it to my doctor appointment and would then be responsible for the full payment. The tow truck comes and of course, it is not the battery. The truck wanted to tow me further North and much further West of where I was when I needed to go South in order to pick-up my van and make it to my house closing. They did not have authority to do this and left after another 40 minutes wasted. We got on the phone and tried to reach various people and supervisors. I finally was so upset and worried I would miss my house closing tht I called my own AAA and got them to tow me back to the auto body shop (where I rented the van as they have a person there to rent the vehicles from in the mornings) so I could get my van.

I now have wasted a lot of time, was responsible for a missed dr appt financially AND wasted one of my 3 tows with my AAA Plus. This all because Enterprise would not help. They could have sent my rental van North and West IF they had sent someone to check out the van out to make sure it was in the same condition as when I rented it and then taken me to my van which was South. They refused to help. I barely made it to my house closing and was late. I have been trying to reach corporate and three different customer service reps have lied. The first took the message and said I would get a call. I did not. The second told me it would be 36 hour. NOT - Another lie. The final one was very rude and told me 3-4 days. NO CALL. Enterprise has Sooo much business they can afford to treat people this way? I will tell EVERYONE and encourage everyone I know to stay far away from them. Horrible service. They do not care. They lie. In this world today, that is NO WAY to treat someone. I did not need this aggravation.

Jeffrey of Pacifica, CA April 22, 2009

Sent the car out with an almost bald front right tire. When they were told, they were arrogant and horribly rude. When I told to come and get their car with a tow truck as this car is unsafe in the rain.... they said that's not my problem. They don't care about their customers, and even less about their drivers. Stepping on the brakes and the car slid to the right because of the severly worn right tire.

Lionell of Bedford Hills, NY April 21, 2009

I arrived early, prior to open of business, on Friday, 04/17/2009, to ensure rental of choice would be available; the time was 0715 timeframe (business opens at 0730 EST). On April 14, 2009 (Tue), D. Schlansky placed a HOLD for a small SUV available at the rate of 39.99 / per day. NOTE: I specially stated that I did NOT want a Chrysler PT Cruiser. I was assured that the KIA small SUV or similar would be available and that I would have a choice other than PT Cruiser. On April 15, 2009 (Wed), I returned to Enterprise and asked David to CONFRIM that everything is ALL ready and set to GO. He was able to reference and validate that a small SUV of desired type would be available. Despite all my efforts (4 days in advance), upon arrival, Friday morning, 04/17/2009, at approximately 715 EST, NO small SUV, KIA or the like (excluding PT Cruiser) was to be found. The PT Cruiser was the only next to SMALL SUV onsite; and it was clearly stated, well in advance, I did NOT want to rent PT Cruiser. Immediately, D. Schlansky begins to disclaim what he had promised verbally, and started reading the Enterprise Rental Agreement. Basically the BALL was dropped at a critical time for me, as I was late to a very important business trip (Terrible Service). To add insult to injury, the verbal agreement that was originally quoted to me was NOT honored. Once I began to complain the Branch Manager B. Sondey, rudely went on record and told me that he DID NOT need my business and that he does NOT have time for this (that his competitor is down the road). I took Brians advice on this and took my business to his competitor HERTZ Rental. Even though there was limited selection, at least I was treated with respect and the service was excellent / stellar. NO games being played with HERTZ. Finally I stated that I would escalate and report this incident to corporate. Brian Sondey's response Go ahead, do whatever you want. In summary, enterprise NOT only lost my business, my colleagues in the business entertainment will also come to learn about this experience, especially N. Bedford Road, Mount Kisco. In the end these two guys had smirks on their faces (what jerks they were¦)

Carrie of Stockton, CA April 17, 2009

Went online on 04/07/09, and made reservations for an SUV. I received my confirmation # for pickup at 7:30am. When I arrived there were only 4 vehicles in the parking lot. 1 van with a flat tire, 1 small car, 1 SUV (Explorer) and 1 small SUV (not sure of the brand) with a large amount of side damage. The Explorer was rented by a customer handled before me. When it came to my turn I was asked if I wanted the other SUV. I went outside to look at the vehicle and noticed the large amount of damage (keep in mind the employee never bothered to even mention it). I told them no.

I asked for them to check other locations and was told they might get one which was in Patterson, CA. (approximately 40 minutes away) I called back again at 11:00, and was told it would not be in Stockton until around 4:00pm. Keep in mind my original reservation was for 7:30am. I am submitting this complaint at 11:10am, after I checked with every rental car in Stockton, CA. for either an SUV, premimum, and full size car at all the rental car companies in Stockton, CA. Everywhere I called no one had any cars. No wonder we were named the most miserable city in the state of CA.

WOW - unbelievable. I am going to have to drive my own personal car, and I have filed a formal complaint with Enterprise. But my weekend is delayed due to poor customer service, lack of products, and inexperienced individuals working in the most miserable city in CA. This is my son's birthday and the plan was to be in southern, CA. by 4:00pm today - which is not going to happen.

By the time we get there it will be well after 8:00pm (birthday almost over). I want to let others know that the Stockton Auto Center Enterprise has terrible service, employees who do not have the best interest of their long time customers at heart. I was a loyal customer of Enterprise for over 10 years and over the past few years the service has gotten worst and worst. I will be taking my business elsewhere if I can find a rental car company who places value on their customers.

Beverly of Coral Springs, FL April 14, 2009

I signed for my daughter to rent a car. Enterprise took my Visa card number. I was reluctant to do it because I didn't have the money. they said they would not touch the money unless the gas was not put back in the car or if it was in an accident etc.and only when it was returned. The next day, I checked my account and they had taken out the money, I called and a man said that was because I gave them a debit card. He asked me to give him a reg. credit card which I did't have and I said why, so you can take out 150.00 again. He said we don't do business like that. I said You just did. They took out 150.00 the next day and the car was put back 2 weeks ago and I haven't heard from them or can I get in touch with them.

My mortgage was due and I couldn't pay it. I had a check bounce. Had an argument with my daughter and alot of stress. Had aan argument with the man on the phone. He was belittling me. I take medicine for high blood pressure and my pressure was up.

Sirisha of Camp Hill, PA April 10, 2009

I reserved the car a few days before Feb 20th, 2009 and signed up to have the driver pick me up on the 20th at 5PM from work so that i could get the car and drive to Philadelphia.The driver picked me up 1-1/2 hours later. Due to the inconvenience,the lady-Brandy-offered me a free GPS and I accepted. I was given the option at the branch to sign up for insurance which i signed up for,the bodily protection insurance package, but no one told me that the GPS would not be covered.

I reached Philadelphia later than expected and did not have time to take the GPS out and i realised much later that the car was broken into and the GPS+stand were stolen. The branch was closed at that time so i immediately called Enterprise's 1-800 number and let them know what happened.The operator assured me that the insurance i signed up for covered the theft. I went to the Philadelhpia airport and changed the car so that I could drive back to Camp Hill the next day.

When i got down to return the car,I was informed by Brandy that the GPS was actually not covered. She told me the GPS would be around 300. i was told that since i accepted the GPS that i was responsible for it. I did not want it in the first place!! I let them know that i didn't see a point in paying for the GPS. She said she will double check with her supervisor and get back to me. After 2 days of following up on my part, she let me know that the GPS will cost 230 and that she will send me paperwork that I need to sign off on. That paperwork never came to me and I thought i was not going to be charged.

I recently reviewed my bank statements and realised that I was charged 250 (deposit) and 169 (for the rental). A total of almost 400 without my knowledge! How unprofessional!

James of Oak Park, IL April 9, 2009

Enterprise mailed me a letter advising me that they were going to charge my credit card a 15 administrative fee. There stated reason was that I had incurred a citation during the time of my rental.

I had, in fact, been issued a citation by the State of Illinois for a toll violation. However, the citation was in err and was dismissed by the state months ago. It would appear obvious that a phone call would clear this up with Enterprise. Alas, no.

When I called Enterprise to clear up the matter, I was informed politely, but firmly that my innocence or guilt in the matter was immaterial. I was told that you signed the contract and that contract gives us the right to charge you this fee. Au contraire! The actual language in the contract states reads that the renter (me) is responsible for legal violations incurred by Owner against vehicle, driver, or Owner occurring during the Rental Period, unless caused by Owner. Owner may charge an administrative fee. In other words, the measure as to whether a fee can be charged is that some legal violation occurred, not as espoused by Enterprise that the mere assertion (e.g. a citation) of a violation.

Enterprise is essentially engaging in old school bullying of customers for cash. Their assumption is that most folks won't have the will to fight them over 15 and they're right as far as that goes. However, someone has to stand up for the consumer and Enterprise's business practice is capricious and unethical. They've lost my business forever and I wish them nothing more than they deserve - a bad reputation and a miserable future.

15, a whole lot of heartburn, and an entire body of consumers ripped off again by shoddy, unethical business practices.

Dave La Ravia of Baraboo, WI April 3, 2009

My wife and I were partners in business in Tucson, Arizona. During that time, we worked with Enterprise Commercial Truck Leasing. We do owe them money, and so worked out a basic payment plan. The manager got impatient, went into their computer system, found my wife's personal debit card information from a previous car rental, and used that debit card that was never authorized by us, so that they could try to collect the debt by withdrawing funds from our personal account. We ONLY made our monthly lease payments by business checks. We NEVER authorized this company to use our personal debit card as a collection tool. What recourse do we have?

They withdrew 4,200.00 without our authorization. We are in a dispute with our bank, Bank of America, but they initially denied the claim. We know that we owe money to them. We just NEVER authorized the use of our debit card.

Joe R. Holmes of Los Angeles, CA April 2, 2009

I rented a car from attendant Robbie on Mar 5th to Mar 9th, 09 on a 35. day special. Car was extended for a week from Mar 9th to 16 Mar at a rate of 299. The car was extended again from Mar 16th to Mar 23rd for at a rate of 299. The cost for car was picked up by So. Bay Marcedez from Mar 23rd to return date of Apr 1, 2009. The car started out as a rental based on Y & S Auto Body, located on site, and following charges pickup by So Bay Marcedez. Stepanie was contacted by me and Paul B. of So Bay Mercedezs for the financial exchange of car from 23rd Mar through Apr 1, 09.

I've contacted Brendon (Area Manager) with a explanation of fees and dates per Robbie and as listed on pink copy of contract. Im told that Robbie no longer work for Enterprise and Stepannie has been relocated due to promotion. Brendon stated he would check with Stepannie and call me back this a.m. ... ??? Im responsible for charges of 4 days from Mar 5th to Mar 8th at 35. and two weekly rates at 299.

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