ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I never had a money issue with this company until now. I am having multiple problems at the ******* pa location. And now they have taken too much money off of my credit card and has not adjusted it appropriately. The manager **** has not accommodated me correctly and I keep leaving messages for the area manager and no response. I am being treated unfair and want my compensation.

  Business response

  07/19/2024

  Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello I wS a current customer and was over charged for my service. I have reached out to ******************************** Tayla ******** and ******************************* I made reservation with the call center. I bought an Uber to pick up the car because no one was available to pick me up. Arrived to the store and was told that they no cars available. Bought an Uber back home. Spoke with ***** about the issue and he said whe would get me taken Care of. He would five me 10% and 2 days for the Inconvenience. Returned the vehicle and was a charged for the 2days because ***** said she need to speak with ***** first. She called no answer and they still haven't got back with me about the issue. You can contact me at **********. I also emailed the *** about this.

  Business response

  07/19/2024

  Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund.

  Customer response

  07/19/2024

  The company address the bill issue and offered me a credit to my. I am greatful for that however the level of customer service wasn't for a good experience. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I scheduled a minivan rental pickup for June 30th approximately two weeks prior to this date. The Friday prior to the 30th, June 28th I spoke with a representative at the ***********, ** location to confirm my pickup. She stated to me it would be easier if we came at 9am to pick up the vehicle instead of noon (since they close at noon). I agreed to pick up at 9am even though it would have involved extra work to get my wife and kids 30 minutes away to get this vehicle. On Sunday June 30 I arrived at 9am. The individual behind the country told me I would have to wait for 1.5-2 hours to get my vehicle because they gave mine to someone else and another van was in line to be cleaned. When asked if there was another way to make this work and express my frustration he just shrugged me off, usually ignoring me and speaking to other customers in the room. When i asked if he could change my reservation 15min away at the airport but keep the rate I was told Id have to pay he told me no and that the airport could adjust my price. I switched my reservation with customer service to **************** which cost me about 150 dollars more. Due to my trip, my family, and the time crunch I had, I had to go this route. When I arrive at their airport they told me they cant adjust the price. I spoke to customer service on July 1 and July 9th. Both times they told me they sent me complaint to a higher supervisor and Id receive a call in 48 hours. Ive heard nothing. On July 15th I called back and had a customer service representative tell me theyd forward my info the area manager of *********** and they could possibly help me with enterprise honoring the original price because they did not have my vehicle ready. I have heard from no one. I know enterprise can see my original quote and wish them to honor that. Id also like to speak to someone about my terrible customer service.

  Customer response

  07/17/2024

  Hello,

  The Enterprise was the one located at: ********************************************************

  Thank you,

  *****

  Customer response

  07/18/2024

  This issue has been taken care of. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a reservation to pick up a vehicle at the ******************************** location on June 20th and returning on June 23rd. When I arrived to the counter the agent stated that there was a problem with the agent and that I was on a do not rent list. I asked her if she could provide any information since I had just rented with Enterprise on June 7 with no issues, and she stated no that I would need to call Enterprise Mobility. She stated that of course they were closed and I would need to call when they reopened. By this time it was after 8pm. I was traveling with my friend and a six month old baby, my friend asked if she could rent a car instead and the agent rudely told her no, that no one associated with me could rent a vehicle. I called the next day and spoke with ******* and she stated that she did not see me on the do not rent list and that she showed my profile to be okay. She apologized and asked if I was at the counter then so she could speak with the agent and let them know that there was no problem. This was not an acceptable response for me since I was denied renting a vehicle, received poor customer service and still didn't have a reason for the denial. On June 24th I called to file a complaint and was given the number ***********. I spoke with someone to file a formal compliant regarding my experience. At that time she told me that she could see there wasn't an issue with my profile however she did see that there was a restriction on my upcoming reservation which was scheduled for July 16th. I became even more concerned because I was just told a few days ago that there was no issue with my account. The rep took my formal complaint and said she would forward for manager review to determine the issue and why there was a do not rent on my reservations and not my profile. I have been a valuable Enterprise customer for years even purchasing a vehicle in June however this experience has made question all business past and future.

  Business response

  07/18/2024

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 4th 2024 Enterprise and their partner Urgently left my family (including my elderly father with medical conditions and small children) on the side of I-40 east in ******* for almost 4 hours stranded with no help after the tire blew out of our rental. There was no spare tire in the rental and the inflation kit did not work. The horrendous service we received could have been fatal and they do not care, have not contacted me back after I have contacted them numerous times. I was told that I would receive a call and compensation for the nightmare Enterprise put us through but all I have received was a credit card charge of the full amount plus an extra day that was at the fault of Enterprise, and hotel costs that should have never occurred. . Enterprise has several recorded calls of me begging for help along with several notes on this account on the lack of service and mistreatment we received. Because of Enterprise service failures we were forced to hitchhike several times and eventually had to dangerously ride in the rental car as it was being towed so we would not dehydrate in the ************** in the middle of the day. We were not provided a replacement the next morning as promised, in fact we had to call around to find our own replacement because Enterprise wouldn't. It took almost a full day to get a replacement (and we were charged for that full day even though we were left stranded without a vehicle in that time - so we were charged for something we didn't even have).I not only called dozens of times I have sent email request for this matter to be investigated and have received NOTHING IN RETURN. Additionally the employee at the *********** location listened to my story in full - in person - and took detailed notes of the incidents and even noted for me to be called prior to billing, but there have been no attempts on Enterprise side to reach out to resolve this matter, and they charged the credit card anyways.

  Business response

  07/15/2024

  Dear ******************,

  
  

  Subject: Wrong rent a car company

  
  

  According to the complaint we received ******************** mentions Enterprise.  I could only assume that they rented from Enterprise Rent-a-Car, not Budget Rent-a-Car. 

  Customer response

  07/15/2024

  I'm certain they just lied, please see attached RA to determine if I had the right company.

  Customer response

  07/17/2024

  Enterprise has reached out and I am satified with the outcome. Thank you for your assistance. 

• Initial Complaint

  07/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Enterprise on ************** in *************** is the most unorganized establishment I have visited. On July 12, 2024 I had reservations to pick up a vehicle to travel that day to a family members wedding. I waited in there office for 3 1/2 hours watching people come and go due to there unorganized business. But some picking up there vehicles within minutes of walking in. After 3 1/2 hours I asked the assistant manager *******/ ******* what was the hold up I had a reservation, he stated that they were trying to locate me a vehicle Which they were NOT! Why wasnt I informed this almost 4 hours ago???? So there u have it I got no vehicle and missed my cousins wedding!!! This location is a mad house! Standing around not working, obviously not communicating properly with customers thats just sitting in the lobby upon hours when I could have at least attempted to try to reserve at another rental company. I then left and called Enterprise ***** number and still waiting for them to get back with me stating they will call around ******* to see if another location has cars. This company sucks! There employees ****, there under qualified to work with the public to even communicate properly and address issues with customers. In my opinion teenagers could run this store better than *******, his manager ****** and the other young lady there. Fire these people or just close this location down!!!!! Reservations mean nothing here, people walking in off the street got cars before a lot of us that had reservations

  Business response

  07/19/2024

  Thank you for the opportunity to respond. Management spoke with the customer and has offered compensation to resolve the matter.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if they stick to what was agreed upon about compensating me
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car at the Downtown ******* location at ****************************************************** on 5/8-6/7 due to being in an accident (I was not at fault). Thesalesperson pressured me into buying the additional insurance by sayingthings such as if anything happenedto the car, I would be fully responsibleto pay forthedamages. My stressful situation was taken advantage of. I did not need to purchase additionalinsurance, as my personal insurance already covers rentals. The cost of the insurance ended up being $619.69. After talking to my personal insurance, they confirmed they already cover rentals and agreed I was taken advantage of. I called the local branch manager, who said he would call my insurance to confirm and get back with me about a refund. He never did. I called a few days later, but he kept repeating a sketchy, scripted response instead of actually answering my questions. I have contacted customer service multiple times (they agreed I need to be refunded), who sent out disputes to the area manager and other upper management. No one will get back to me. After talking to a former employee from a different branch, I found out that this is a common thing for Enterprise employees to push the insurance on customers, as they get graded on it. It's apparent they're more interestedin pushing a sale than actuallyhelping customers. Despite allthis, I will be satisfied enoughto get my $619.69 refund.

  Customer response

  07/15/2024

  The address to the rental company is ******************************************

  Business response

  07/16/2024

  Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund.

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 28th, 2024 I rented a car at *************** in ************* with ENTERPRISE rent a car They asked for a ****** deposit, I put it on my **** of America credit card.On May 29th, 2024, while parked at a Restaurant, a patron accidentally backed into the rental creating a large dent on the bumper. A police report was done, and the man AT FAULT gave his DL and insurance info... FARMERS INSURANCE....they paid the repair bill of $6,595 to ENTERPRISE on JULY 2ND 2024 As of JULY 12th 2024 ENTERPRISE Rental Car has NOT refunded the $****** DEPOSIT BACK TO ME.There is no order or account # but there is a DAMAGE CLAIM # ******** *********************** IS THE PERSON IN CHARGE WITH ENTERPRISE Recovery Supervisor ENTERPRISE Damage Recovery Unit ENTERPRISE Toll Free:********************** Email: ******************* Damage Recovery Unit P.O. ********************************

  Customer response

  07/16/2024

  ************************************************************
  4.0100 ****** reviews 
  Car rental agency in the ***************, *******
  
  
  Website
  
  Directions
  
  
  Save
  
  
  Share
  
  Call
  
  
  
  Located in: ****************
  Address: **************************************
  
  
  Hours: 
  Closed  Opens 7:30?AM Wed
  
  Phone: **************

  Business response

  07/18/2024

  Thank you for the opportunity to respond. Management confirmed with the customer that a refund was processed and received on July 12th.

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 13, 2024 My insurance paid for a rental due to an accident my daughter (***********************) had while driving my car. When the car was picked up by my wife and daughter there was a scratch on the back drivers door that was not listed on the rental contract, My wife informed the rental agent ****** and she said that she would document and put it in the system. When we went to drop off the vehicle on June 21, 2024 the scratch was mentioned and we were told by ****** that it wasn&#**;t there originally but she previously acknowledged. I spoke with ***** and she seen that the scratch was documented by ******. ***** advised my that damage control would review it and refund my daughter the $50 deposit that was paid at the time of the rental pick up. My daughter has not received her refund nor have we heard anything back from the damage control department or Enterprise.

  Customer response

  07/10/2024

  ****** location is: ***********************************br>*********, **
  44646

  Business response

  07/17/2024

  Thank you for the opportunity to respond. Management spoke with the customer and informed them that their deposit refund was processed on 7/10. Management also followed up with the employees involved regarding navigation of damage disputes. 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We booked a package price hotel and rental car from Expedia. After the trip Enterprise rent a car Alcoa *************** charged our card $503.86 in addition to what we already paid Expedia on the package. After many disputes they have charged our card multiple times including June 4th after issuing a refund. We have called multiple times only to get call centers who conveniently computers are down. We walked in the ********* location with no help and wouldnt give us a manager or phone line. This gimmic needs to stop. The account number is *************.

  Business response

  07/11/2024

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer. 

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩