ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ******************************** and I've been a loyal customer for over 10 years, renting monthly without issuesuntil now.On June 28th, 2024, at the ******* DTW location, I encountered a major problem during a routine rental rewrite. My estimated total was far higher than quoted due to a $500 deposit Id never been charged before. When I questioned this, the Branch Manager became defensive and refused to provide contact details for her regional manager. After escalating, she shut the gate and said she wouldn't rent to me, despite my payment. Eventually, after much back and forth, she let us leave.I contacted customer service immediately to report the issue. Later, the area manager, Mr. ************************** called me but defended the Branch Manager without addressing my concerns. He falsely accused me of using inappropriate language, which I denied. Despite admitting there was no audio in the footage, he continued pressing the issue. When I asked to speak to his superior, he threatened to put me on the "Do Not Rent" list.This behavior is unacceptable. After being wrongly accused, I was then threatened with blacklisting. My wife, who was with me, confirmed I said nothing inappropriate. Mr. ***** then suggested we pretend it never happeneda troubling pattern at Detroit National Car Rental.Today, the same Branch Manager claimed the car I'm driving is under recall and must be returned within 48 hours. Im on vacation and offered to swap it upon return, but she insisted on immediate action. After researching, I discovered there isnt even a recall on the car.Customer service assured me I could return the car on Tuesday, but today, I found out the manager has put my wife and me on the *** list. This is ***** and unacceptable. With over 3000 consecutive rental days, Ive never had an issue until now. The *** list shouldn't be used as retaliation.We need to resolve this ASAP.Rental agreement: ********* Emerald ******** ********* Phone: ************

  Customer response

  08/20/2024

  The Detroit branch of National Car Rental has put my wife and me on a Do Not Rent list based on a completely false allegation. (The rental vehicle is in my wifes name.) 

  We were called Thursday demanding that we return our rental vehicle because there is a recall. We are currently on vacation and out of state. I agreed to return the vehicle as soon as we return, and was told that the area manager would call me. This phone call never occurred, and the following day my wife and I were placed on the Do Not Rent list with claims that I am repeatedly verbally abusive. 
  

  We have a history of renting from National on a monthly basis for more than a decade with zero issues. The resolution for this issue should be for us to be removed from the *** list

  Customer response

  08/20/2024

  problem resolved - regional vice president called and removed us from the list. 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had booked a rental car with Enterprise in *********** at ******************. for August 13th at 230pm. When we arrived at the location we were informed they had no car for us. On August 12th we had made sure we had called ahead to confirm they would have a car for us. We called directly to the location on ****************** and even confirmed this, the man stated that YES they would have a car for us and we were confirmed on our reservation as I recall even telling him being we were coming in from the airport we just might be late. HE again confirmed no problem he would have our car for us. When we arrived at the location only to find out there was no car (AFTER we paid an **** driver ***** to get us to the downtown location from the Airport) the man tried saying he did try calling us. I have voice mail and missed call notifications and no one tried calling us and even if HE did you can not as a business promise someone an item and after they arrive tell them you don't have it. We then had to take an **** to our home location in ********* **. an additional *****. This is actually TWICE enterprise has booked us a car and failed to have one for us upon reservation. The other time was with ****** location but they did pull through after an hour wait. this time the downtown location in *********** informed us they had absolutely nothing coming back. You can't rely on returns to be the car we are to get. This is like overbooking yourself.

  Business response

  08/20/2024

  Thank you for the opportunity to respond. Management spoke with the customer, apologized for the inconvenience,and offered compensation to resolve.

  Customer response

  08/20/2024

  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.
  the lady that resolved the matter went above and beyond customer satisfaction!   I can only hope most employees are like her ??
  
  Sincerely,
  
  ********* And *****************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Returned rental car on 5/12 told hail damage on hood. Months later after numerous calls received claim for almost 10k a bit outrageous. I went ahead and sent claim to my Credit Card for coverage which they paid all but Diminishment of Value for $826.95. I would like this considered for write off based of time that has passed and all the efforts i have made to get this claim cleared. I do feel this car gained value as claim i feel included damages not caused while i had car for few days. I was attending a welcome home ceremony at ********* my son returned from **** i drove the car to and from otherwise it was parked. Please consider this claim for remaining balance i gave trued to call but getting someone that knows anything verse transferring me several times is impossible. So my hopes is a manager will read and re evaluate this for consideration. The visitors at **. Hood use enterprise often as they suggested me to enterprise. Thank you in advance

  Business response

  08/20/2024

  Thank you for the opportunity to respond. A response is attached. 

  Customer response

  08/21/2024

  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. Thank you very much!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a vehicle from Enterprise Leasing *********************************** on May 6, 2024. At the time of leasing an employee walked around the car and notations were discussed and noted as was the level of gas which was 3/4. They were very very busy and thus walk around was completed very quickly. (Report attached). The rental was returned on May 21, 2024. The employee conducting the return inspection immediately noted the gas tank was not full and wanted to collect money. I referred to the rental agreement which noted 3/4 tank and I was returning with more than 3/4 tank. Next the return inspection employee noted there was dog hair on the back side of the leather back seat and there would be a vacuum charge of $250. I complained and said no way. I was not informed of this policy at time of rental and would leave and vacuum myself. Employee declined. Not being able to get me for any money thus far now the employee obtains a long handled mirror and placed it on the very top of the *** and now claims we are responsible for hail damage that he said happened on the *********************** storm of May 9th. I explained I dont live in *******, I live in *** **** and that we had not experienced any hail during the rental period. ******* and shouting ensued with the employee saying he will charge us or turn a charge into my insurance company. I have been contacted by my insurance company for fact gathering and noting it was under investigation. I told my insurance company to not pay under any circumstances since there had been no hail incident and I was not paying. I have since received 3 letters from Enterprise Leasing. 7/23; 7/29; and 8/5. Demanding payment I/a/o $660.62. *** **** is 13 miles from ******* and according to storm reports closest hail was 3 reports at *****. I live ***** and received no hail during May 6-21, 2024. Additionally during the rental inspection, the employee nor myself viewed the tip top of the vehicle roof so who knows what was already there

  Business response

  08/14/2024

  Thank you for the opportunity to respond. A response is attached. 

  Customer response

  08/16/2024

  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

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car from Enterprise rent-a-car at the homestead/munhall location around noon on Aug. 3 to attend a business training session for the week after. After I drove the car out of their branch, I quickly noticed that one of the tires is nearly flat (photo proof attached); later I also found out that one of the back doors is also not properly installed and shaky. Since their branch is closed after noon on Saturday and I need to leave on Sunday for my business trip, I tried to bump air in the flat tire and found it was broken and cannot take in air. As the car is not in a drivable condition for long trips, and I cannot get a replacement on time since the branch was closed, I have to find an alternative family car to drive for my trip and left the car at home. Due to the weekend and my busy schedule on Monday, I called the branch on Tuesday morning to pick up the car, but they refused to refund the rental fee to me, saying the car was in my possession for a few days (they only picked up the car on Thursday after we call them multiple times) and I need to pay for the time the car was with me. However, the car was dysfunctional at the very beginning (as proven by the photo) and it only incurred 100 miles during my possession, which proved that I didn't use the car. The branch employee also mentioned that they are extremely understaffed, which likely explains why they are renting people cars that are not properly maintained and dysfunctional. This experience has severely impacted my business trip (the car was in fact rented under the corporate agreement between my employee and enterprise). Because of the disruption is caused by the dysfunctioning of the car in the first place, and I have tried my best to return the car as soon as possible within my business schedule, I believe they should provide a full refund to me. I advise anyone who's considering renting a car to avoid Enterprise since their cars are extremely poorly maintained.

  Customer response

  08/14/2024

  The business has now agreed with a full refund and the problem is solved, so no further action is required. Thank you!

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to complain about my worst ever rental experience with Enterprise.On Aug 7, I rent a black minivan from Enterprise (*****************************************) in the morning. When I got home, I found the headrest of the 2nd row was broken and my son's carseat cannot install properly. And there was a piece of mat broken. I went back to Enterprise the same day but they said they do not have any minivan available. So I went back again and exchanged to another silver minivan on Aug 8 evening.On Aug 9 afternoon around 1pm, my husband drove this silver minivan with my son and myself head to Manteca CA from **********. Around 1:50pm, when we were driving on highway 120 (near *******, **) at speed of 70 miles per hour, there was a warning popped up saying "stop safely Vehicle Will Shut Off in <2 minutes." We were freaked out and immediately stop the car on the triangle area between the highway and ramp, right in front of Exit 1 sign of highway 120. I called enterprise road services immediately and explained where I was. However, after 20 mins, the tow company from ** called me! I am in **********! I called the road services again and finally the guy made sure he knew where I was and he said he canceled the ** tow and requested a CA tow service for me. While waiting for the tow truck, about 3:20pm, I tried again to start the car, it worked. I decided to drive to the closest Enterprise myself. So I called the road service again trying to cancel the CA tow request, BUT the guy told me the request was already canceled, they never booked a CA tow request for me! In the end, I was able to drive to the closest Enterprise to exchange to the third rental car in 3 days!I googled and found out that the engine shut off issue of Chrysler Pacifica is a common issue. But Enterprise rented this car to me and did not warn me anything about this. Enterprise put my family's life in danger. The road service was not helping me either at all. They left me on the side of highway!

  Customer response

  08/12/2024

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

  This is the enterprise address where I picked up then minivan from

  Business response

  08/14/2024

  Thank you for the opportunity to respond. Management offered compensation to resolve the matter.

  Customer response

  08/15/2024

  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

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm trying to reach Enterprise car rental and was not able to get any help with foreign customer support because they didn't understand English enough to answer the question that I asked which is where are my points for all the cars that I have rented in the last five months I am missing them I believe.

  Business response

  08/12/2024

  We have conducted research for the 5 rental agreements the customer mentioned. However, they have not been located with the name, phone number, or enterprise plus loyalty number. May we ask the customer for the rental agreement numbers or invoices being that these rentals are international?

  
  

  Thank you for your time.

  Business response

  08/13/2024

  Thank you for the opportunity to respond. Since June of 2023, we see rental agreements earning points for all reservations made under the loyalty number associated with this customer. 

  Customer response

  08/13/2024

  Complaint: 22114778
  
  I have reviewed the business' response and am rejecting it because: that is the worst answer I have ever seen written in my life and I asked for a phone call and I want a phone call Please. I cannot believe someone took the time to answer this concern in the manner that they did, Honestly it's a very lame statement shame on you to whom ever. Can someone please call me so you can explain to me what points belong to what and when and how I got them because I calculated and there doesn't seem to be enough points
  
  
  
  Sincerely,
  
  ***************************

  Business response

  08/13/2024

  Points are awarded on the basis of dollars spent on time and distance for the rental plus any tier based credit. The rentals have been reviewed as originally stated, and the amounts are accurate. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Location: ************************************** I rented a car from Enterprise and was told I needed a credit card on file in case of damages. I purchased additional insurance for the vehicle and then cancelled it the next day. I was informed $135 would be charged that day and then returned. Upon reviewing my bank statement, I noticed the $135 that I had been refunded was charged to my account 3 times. I tried calling customer service but the calls kept being dropped. I went in person and spoke to a manager and was told all they could refund me was $71.40. The manager, *******, gave me a number to the accounting department and when I called I was told there was no accounting department. I keep getting the run around and I haven&#**;t heard back from customer service and I need my refund.

  Business response

  08/08/2024

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

  Customer response

  08/08/2024

  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. So enterprise has accepted to give me a refund but as of
  8/8/2024 has not been issued!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Between 2 Jul and 4 Jul I rented a vehicle (Rental Agreement: *********). When I inspected the vehicle there was a crack identified in the top part of the windshield. Due to the lack of employee availability because of the 4th of July holiday; I was unable to notify the company until I returned the vehicle. The company charged me a $250.00 fee despite me notifying them of the issue. I contacted Enterprise and discussed the issue; I was told this fee was listed in their system as do not collect deductible. I informed them that I had a charge pending on my credit card for the deductible and I was told they would cancel that charge and ensure I am not charged. Despite their assurance that the charge was invalid; they allowed the charge to go through anyway.

  Business response

  08/14/2024

  Thank you for the opportunity to respond. A response is attached. 

  Customer response

  08/15/2024

  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 1st I rented a car from enterprise. I was there as they opened and was handed the keys to the car and pointed to the car. I got in and immediately saw a large stain on the front seat. I did my own quick walk around of the outside of the car to see any damage to the car.This is the email I sent to enterprise customer service and to the survey they sent and I have not heard back. This email was sent 08/05/24.Good morning,I returned this rental this last. When I picked it up and got home, I called the enterprise location to have them note the dirtiness of the car so they didn't think I did it. As I reviewed the car further I found it to be disgusting.There were large ***** stains on the front seats and back seats. So anyone I had in the car had to sit on a blanket. There was dirt/mud all over the back of the front seats. There was a very odd smell to the point that the people prior had an air freshener in the vent. The air freshener was empty when I got the car. There were even someone's court papers in the glove box! It's very evident this car was not cleaned. With all the stains and smell I feel as though it should've never been rented out either. The gentleman at the local enterprise was very kind so I hope he doesn't catch any slack for this. I do believe I should be refunded a day or something equivalent. This isn't the first time I've gotten a dirty enterprise car but it is the first time I'm reporting it because of the very poor shape it was in. Photos of all issues are attached for review.Please let me know how I can go about getting a partial refund or such. Thank you

  Customer response

  08/15/2024

  I rented a car from Enterprise Aug1-Aug 4. I was handed the keys and pounted to the car by the representative. This was the email I sent enterprise on August 5th and have yet to receive a response. I also filled out a customer review survey they sent and asked them to contact me and they have not. The email is below: "I returned this rental this last night. When I picked it up and got home, I called the enterprise location to have them note the dirtiness of the car so they didn't think I did it. As I reviewed the car further I found it to be disgusting. There were large ***** stains on the front seats and back seats. So anyone I had in the car had to sit on a blanket. There was dirt/mud all over the back of the front seats. There was a very odd smell to the point that the people prior had an air freshener in the vent. The air freshener was empty when I got the car. There were even someone's court papers in the glove box! It's very evident this car was not cleaned. With all the stains and smell I feel as though it should've never been rented out either. The gentleman at the local enterprise was very kind so I hope he doesn't catch any slack for this. I do believe I should be refunded a day or something equivalent. This isn't the first time I've gotten a dirty enterprise car but it is the first time I'm reporting it because of the very poor shape it was in. Photos of all issues are attached for review. Please let me know how I can go about getting a partial refund or such. Thank you"

  Business response

  08/20/2024

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

  Customer response

  08/21/2024

  Complaint: 22105363
  
  I have reviewed the business' response and am rejecting it because:

   

  I have yet to get the partial refund. 
  It will probably take a few days to reflect. Once I see the partial refund for half the total cost as agreed upon, I will close this BBB complaint out. Thanks
  
  
  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. ↩