ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 28th 2023 I went to enterprise rental in yucca valley,ca to rent a car I told them I needed a car that was good on gas they gave me a jeep comp , my own ca was down and I needed to get to work so I drove the car 27 miles it used a quarter tank of gas so I called them and told them the car was a gas hog that I needed a different car, the female manager there said they didn't have another car and then told me to hold on , so I waited about 30 seconds and she got back on the phone and said she had another car but it needed an oil change and I asked if it would be done by 4 and she said yes well I showed up about 3:30 and the guy was cleaning the windows they handed me the keys ?? the car was dirty on the inside and out. I drove the car a little while and on the dash board it displayed that the car needed an oil change in 100 and something miles which tells me they didn't do the oil change.i didn't have to drop the car off until the first of May but I I dropped it back off on April 28th at 10 a.m she charged me 100 for smoking in the car and 60 dollars for a cleaning fee. I don't smoke in the cars because of the business I do and how is she going to charge me 60 dollars for a cleaning fee for a car that was dirty when I got it and cleaner when they got it back. And my friend Linda Hayden who went to work with me saw the condition of the car when I got it. The manager gave me no paperwork for anything a d she said I would get everything by email and haven't gotten a anything.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rented a **** F150 from Enterprise in ************, **. While moving the truck from the back yard to the front, scraped against some overgrown bushes which caused (a small amount of) damage. Their damage estimate was excessive with numerous charges not indicated from the photos. I called numerous times and finally got through to ***** at the Damage Recovery Unit and I asked about disputing the charges and she said I needed to talk to the regional manager and she provided me with the contact info. I did also ask if there was any room for negotiation and she said that she could only waive the "Administration Fee" of $150. The "regional manager" was actually just a manager trainee so they sent an "emergency" message to corporate instructing them to call me right away (since it was an 'emergency' message) and I have yet to hear back. I am amenable to paying this off quickly if Enterprise will eliminate the erroneous charges, but if not, I will take any necessary steps to ensure this is handled in a reasonable and timely manner. Thank you very much for your assistance.

  Customer response

  02/17/2022

  Hello-

  The damage occurred at my house after I unloaded some supplies that I picked up in **********, ** (from Gemstone Interiors). It did not occur at a business location, but at my home. Please let me know if you have any further questions.

  Thank you for your assistance-

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  Business response

  03/03/2022

  I will follow up with customer and resolve.

  Unfortunately he will need to pay our cost to repair vehicle but we do have a negotiated low price vendor so this price is extremely reasonable. As owner of vehicle we do choose who to utilize as far as repairs.

   

  Customer response

  03/05/2022

  Hello-

   I am rejecting this response because: I haven't yet heard back from him yet, but judging from his short response to the complaint his is just reiterating the problem I am having with them. He indicates that Enterprise has "a negotiated low price vendor" which doesn't address the problem of there being several charges that were beyond the scope of the damage that I caused. He mentions that "this price is extremely reasonable" which brings up another point: since they only received an estimate from their "preferred" repair facility, how can he claim that without comparing it with 2-3 other shops' pricing? I believe that the estimate is at least twice what is justified and that there should be a way for the customer (me) to at least compare a couple of different estimates - perhaps allowing the customer to get one on his own. So, unless I hear from Enterprise with more information, the response received does not satisfy my concerns. Thank you for your assistance.

  ***********************
  

  
  

  Business response

  03/16/2022

  There are no additional charges other than a small administrative fee and what it took for us to repair vehicle at our vendor.

   

  Unfortunately he damaged a vehicle or ours that he is admitting to and repairs/estimates are not up to negotiation as all we do is pass the fee on for the renter to pay. We dont charge for loss of us when vehicle is unrentable or other fees.

  There isnt much we can do and as a company we did nothing wrong other than recoup the cost of repairing a damaged vehicle.

  Customer response

  03/16/2022

   I am rejecting this response because:
  
  

  I have still gotten no response to my main question concerning verification of unnecessary charges - such as the one for "RT Roof molding", "RT Mirror", two charges for "RT Outer panel (ALU)" and some others. Only the rear wheel well and the adjoining panel on the passenger side were damaged - there should be no other charges for the mirror, roof or other "front" side issues. I do admit to causing the damage but it seems unreasonable for me to accept an estimate without any verification or preferably, a second estimate. Since you use your "preferred" vendor, conceivably you would receive some kind of benefit from them, otherwise they wouldn't be a preferred vendor and since there oversight or way to document their charges, they could charge whatever they wish. Finally, if you are unable to negotiate the charges, then I would like to have additional documentation as to what the charges are and where each repaired part is located on the vehicle so I can compare this with another shop. Thank you for your assistance.

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