ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 19 July 24 @ 1:30 pm I picked up a car at this location. I was harassed into adding the maximum coverage( I had originally agreed to purchasing car insurance) I was told they needed to add a deposit to my card and it would be returned when I brought back the car. As per the agreement I returned the car at 9:30am on ************************************************************************** until 10:00am. My total charged to my credit card on 22 July was ******!!! I have yet to see any refund of the deposit as of 4 Aug 24. When I arrived to pick up the car they told me they upgraded me to a ************ which I didnt agree too as it was more money). I did ask at the counter if they would give me a ***************** Rate, as I am a 36yr Veteran. All of the total for basically a half day on Fri, two full days and an early morning return amounted to a rental of 2.5 days for over $******!! $300 a day for a tin box vehicle.

  Business response

  08/21/2024

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter.

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Attempted to pick up large SUV rental from this location at scheduled appointment time and the vehicle was not available as promised by *******, the sole employee. ******* was rude and offered a smaller vehicle which we had to accept because of our immediate need to move our family members to appointments scheduled after the car pick up appointment at 1pm. ******* tried to force my spouse to sign an insurance agreement with him and falsely insisted that our primary insurance, who had originally set up the rental and is paying for it, would not cover us in the event of an accident and that we had no coverage. This was a false claim intended to defraud my spouse. My spouse refused the insurance and left after being made to feel very uncomfortable. My spouse reluctantly returned 90 minutes later (after having transported two family members in the smaller than agreed to vehicle) to pick up the correct vehicle, as ******* said he would have it by then. ******* was not there on property when my spouse arrived, showed up 15 minutes later in a different vehicle, peered through my spouses window, then walked away without assisting her. No large SUV was present at the property as promised. Feeling uncomfortable with ********* conduct, false promises, and outright lies intended to defraud her, my spouse left. When I called to inquire about how they would rectify the wrong vehicle situation, *********************** up the phone. I have alerted Enterprise and my insurance company to the problems. We will not be returning the small vehicle to this location due to ******** conduct. This enterprise employee, *******, is a fraud, and he made my spouse feel unwelcome and threatened.

  Business response

  08/14/2024

  Thank you for the opportunity to respond. The Area Manager reached out to the customer to address their concerns.

  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:

  Billing Issues

  Status:

  Answered

  More info

  I rented and paid for a car from Enterprise August 1, 2024 for a one-way to ********, ** and the vehicle was supposed to be returned August 2nd in ********; I received a phone call from an employee at the Enterprise in the *********, ** location asking me if I was still planning on returning the car to avoid being charged for another day because the system automatically flagged my reservation as late in which I informed her that I was not to return the vehicle to *********, ** but ********, ***I attempted to return the car to the ******** location that was listed on my reservation in which they shared that "Per Enterprise policy the vehicle have to be returned to the return location listed on the contract" so they refused to accept the car in which I learned that the employee at the car pickup in **************** up my reservation and put the wrong return location causing me too many inconveniences I called someone at the ********* location on August 3rd due to the ********* location already being closed on the 2nd to inform them on what I was told from the employee in ********, ******** informed me that I was to expect a phone call from the regional manager regarding the situation in which the manager never called **** then called back Monday (August 5th) regarding the same situation explaining to another employee what happened in which she told me to email the regional manager (***************************) by the time I could; he had called me with an attitude insinuating that I was lying about the situation then refused to hear what I had to say then ended the call I proceeded to email him regarding the call and even sent him the evidence that I was not lying about what I shared to him with what was going on with my reservation. He called me threatening to report the car as stolen if I did not return the car by 8 am knowing I had to drive 12 hours back to ******* from ** to return the vehicle just to have the reservation closed out.

  Business response

  08/08/2024

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation for the one-way rental fees.

  Customer response

  08/08/2024

  Complaint: 22099355
  
  I have reviewed the business' response and am rejecting it because:
  
  There was a whole lot of he say she say things going on from person to person at the same location. I was told by an employee at the ********* location that the manager was gonna go into the system and edit my reservation to show that I returned the vehicle on the 2nd of August because of all the issues I encountered trying to return the vehicle.

  When I spoke to the manager, he shared with me that he was not able to do that because he could get in trouble for it and I was believing that is what he was gonna do which cost me my security deposit of the vehicle that I was intending on being refunded to me.

  Every employee I spoke to had something different to say regarding what the manager was going to do that he was not able to do. 
  

  I believe for this experience I do deserve a full refund considering I had to drive 12 hours back to ******* to return the vehicle when it was supposed to be returned in ***** since I paid for a one way

  
  
  Sincerely,
  
  ******************

  Business response

  08/12/2024

  Thank you for the opportunity to respond. We will be taking no further action.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Enterprise is trying to collect money for an alleged repair that they did on a car that I rented from them.I rented a car from Enterprise from April 24 - May 28 through my auto insurance while my car was at the shop. When returned, the car was inspected visually, and no issues were found, which was documented and that I signed for.On June 12, the Enterprise Damage Recovery unit contacted me from ************* saying that the car was damaged and that I needed to pay $797.50. The bill was later adjusted to $627.50 The provided pictures of the alleged damage show nothing is wrong with the car. After numerous attempts to communicate with them and explain that even if the damage was found, it could have been from whoever had the car after me, even though the provided proof of damage doesn't demonstrate anything, they sent me a Final Notice that if I did not pay, my bill would be sent to collection within 10 days.Please help. I do not understand why I have to pay for some fake claims of damage under the pressure of being sent to the collection when no proof of the damage is provided. The car clearly was fine when I returned it since their own agents did a walk-through and signed the end of the contract in front of me.

  Customer response

  08/07/2024

  Please see the attached agreement, which has the location specified. 

  Business response

  08/07/2024

  Thank you for the opportunity to respond. Management processed a refund. Management also called the customer and left a voicemail explaining the daily and weekly rates in relation to the free day they applied with their reservation.

  Business response

  08/12/2024

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is against Enterprise Rent A Car located at *****************************. **************. I rented a vehicle due to an accident through my insurance Progressive. Progressive claim #**-727022096. My insurance covers $40 a day, I was told by the enterprise rep that the car was $42 a day and I would be charged $2.99 a day for each day I keep the car. I had the car from 07/08/20** to 08/02/20**. When I received a copy of the final bill, I saw that the rental was actually $35.70 a day, and not $42 as the rep claimed. The billing also showed that I was charged for the rental rate **************** vehicle license recovery fee, motor vehicle rental tax, and rental sales tax twice, billed to the insurance, and also billed to me as a renter. These items are charged to the insurance company, and there is a second charge for the same exact items towards me as the renter. I called Enterprise on two occasions on 08/02/** & 08/06/20** asking for a breakdown of these charges because it appears I was being charged twice for the same items. I also was charged an additional $92 for the rental that should have been fully covered by my insurance. When I spoke to a rep on 08/02/** the rep agreed that I was owed a refund and they stated they would put the refund back on my card. I never received that refund, & when I followed up on 08/06/20** another rep stated they could not answer why there are duplicate charges on the final bill. After analyzing the bill, Enterprise owes me $358.84 for the additional duplicate charges of $189.44, $1.76, $21.97, $18.31, & charging for additional rental charges stating the vehicle was $42 when it was actually $35.70 a day @ $**.49, $40.81, & $62.06. I am requesting my money owed to me and Enterprise cannot provide an explanation of the charges nor have they tried to breakdown all the charges for me to understand them. I have attached a copy of the billing statement that Enterprise emailed me. Thank you

  Business response

  08/13/2024

  Thank you for the opportunity to respond. Management spoke with the customer,explained the purpose of the line items in question, and processed a partial refund.

  Customer response

  08/14/2024

  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Car Rental $ 50 deposit I took out another insurance on the car but I was scammed it was $20 a day instead they told me a $20 day. I had to return the car they said I owe $150. They took the $50 deposit I'm a Senior left with no Transportation my car was Damaged in the Storm. This car Rental was Also threw my car insurance *********************

  Customer response

  08/06/2024

  The location I went to was ******************************************

  Customer response

  08/07/2024

  The location I went to was ******************************************************************************

  Business response

  08/07/2024

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

  Customer response

  08/07/2024

  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was involved in a car accident April 24th 2024 that was not my fault. My insurance agent put in a reservation with Enterprise in *********** which would not of been my first choice. They were made aware by both myself and the insurance company that I had 30 days at $40 a day for coverage before the liable parties insurance kicked in. **** continuously harassed myself and both insurance companies about payment on a daily basis. At one point he made a female insurance agent very uncomfortable. About 12 days into my rental a crack in the windshield appears out of nowhere. No impact ***** Just from the edge all the way out. I take photos and call. I explain to them the crack is growing across the entire windshield and I felt unsafe. I drove around for 8 days with a cracked windshield before they found me a replacement. At the end of all this. They tried to charge me for the windshield. Enterprise corporate got involved and put an end to that after discovering the windshield had been replaced just months prior and was not OEM. I then received a phone call from **** and a voicemail telling me he was gonna tow on site because it was after 30 days if I didnt bring the vehicle back. In the state of *************. A comparable vehicle has to be provided for the duration of the repair paid for by the liable parties insurance. They then added charges to the bills including parking tickets and toll fees even though both cars had toll transponders in the vehicles and I was told I was all set. I have received an apology from corporate stating Im not liable for the windshield. However. I reached out to corporate about my concerns about **** and my outrageous bill that goes above and beyond what insurance paid and have received no response.. except another threatening voicemail from **** himself telling me he didnt know why I was complaining because I still owed them money and to just pay my bill. He said his supervisor named **** would be reaching out but never did.

  Business response

  08/13/2024

  Thank you for the opportunity to respond. Management contacted the customer on 8/6 to address the customers concerns. In an effort to resolve, management processed a partial refund for the rate that was not covered by insurance. The remaining rental balance consists of charges incurred during the rental period. The customer is responsible for this portion per the rental agreement contract.

  Customer response

  08/14/2024

  Complaint: 22098056
  
  I have reviewed the business' response and am rejecting it because:

   

  I find it *****. **** reached out and the conversation started out great and ended with we will take care of any and all charges. Im so sorry this happened to you I will speak to the person at *********** also named **** who Was harassing to myself and female insurance agent  

   

  he called back 15 minutes later to tell me he took care of half the charges and I was responsible for the other half per contract.His entire attitude had changed.

   

  i would like my entire bill wiped out as I was promised. If senior officials need to get involved like they did with the windshield damage then so be it.

   

  im a long time national *******  member and simply dont want to deal with this anymore  

  
  
  
  Sincerely,
  
  *********************

  Business response

  08/16/2024

  Thank you for the opportunity to respond. Management has cleared the remaining rental balance.

  Customer response

  08/19/2024

  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.
  

  I would appreciate receiving an email showing that this is completely cleared. Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car in enterprise on June 4th, and the car had a flat tire that night. I called the customer service of ******************** immediately after the flat tire, but failed to get through to the road service. Because it was very late, I called the tow truck service by myself. The next day I waited about five hours for enterprise to arrange a new car for me, and when I drove back to the branch where I rented the car, the manager told me that he would reimburse me for the towing fee because the tow truck service was not provided in time, and I said not only the towing fee, The first two days of my rental car were spent waiting for the service of enterprise, which was wasted. The long waiting was very painful to us, and we hoped to reduce the rent. The manager said that he would respond to the superior and then get back to me. However, my problem was not solved. They deducted my car rental money for three days and did not reimburse me for the tow fee.I called enterprise three times, and after two months, still no one contacted me to solve my problem.

  Customer response

  08/06/2024

  the adress is ******************************************************************

  Business response

  08/09/2024

  Thank you for the opportunity to respond.  Management has contacted the customer and is working towards a resolution with them. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had rented a vehicle with Enterprise rental from June 3 2024 to July 26, 2024 53 days through my insurance located at **************************************. I paid a deposit of $150. At the time they said they need deposit if there is any traffic ticket. On July 26, 2024 on returning the vehicle, ****** confirmed its in good condition & will call you in3days to refund. On Aug 1 **** said outstanding balance that your insurance haven't paid so we have taken you deposit.my insurance have paid Enterprise, $2793.31 for June 3 2024 to July 26, 2024. My insurance also suggest me to reach out to them for refund of my deposit.On August 4 Sunday Varun from Enterprise confirm that I can come and collect my money. Upon arrival I met one of their assistant manager. He was a Caucasian guy. I don't know his name. He told me that I won't get my deposit back as they has kept it. I showed him the email from the insurance company which clearly says that the insurance have paid for the entire period of time and this recommend me to contact Enterprise for my deposit.This is worst experience that I have never seen in my life. He start laughing, and talking to one of his colleague, saying this guy is talking to us a lot. He was laughing so hard like I am someone who is foolish and doesn't know what I'm saying I felt very insulted and humiliated because of his behaviour. I told him that why are you laughing? That's very unprofessional I'm here asking for my money and you are making fun. One of his other colleague name, ***, intervene, and that guy went back laughing.*** asked me to forward that insurance email to him which I did. And said that ***** is one of his coworker who will look into this. I mentioned that I came here to collect my deposit, after confirming with there staff over the phone and this will be complete waste of my time. I felt the customer service was not good and the way that Caucasian guy behave it was really really disrespectful and not acceptable.

  Business response

  08/07/2024

  Thank you for the opportunity to respond. Management spoke with the customers insurance company and confirmed we will be refunding the deposit. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im currently renting a car through enterprise due to good reviews this was my 1st time and will be my last time I rented a vehicle drove near to the Florida state line and parked it cause I went on a road trip with a friend we took her car to cali technically the car was just sitting unfortunately on the day my rental was due I ended up in the hospital with an asthma flare up followed by bronchitis when I hit ***** on the way back I missed several calls due to either driving cause I dont like being distracted or I was In the hospital I communicated with like 3/4 different ppl harassing me about payment and a return date my trip back became longer cause im exhausted from driving and not feeling well I received calls from enterprise and most didnt leave voicemails I received messages from ***** in a very rude manner then she proceeded to say the area manager called me but left no voicemail I communicated with them that my return would be Thursday I didnt get back till Saturday night I gave permission to run my credit card Thursday for past due balance nobody did it I check my email Friday when I approached a rest stop just to find an letter stating failure to return vehicle and I had 5 days to do so I also texted the area manager and asked how do I process payment he didnt respond the day before but had time to send a letter how funny is that my experience with enterprise was horrible Im glad I made it home but if I could rate this experience it would be a F++++

  Customer response

  08/05/2024

  Location address 

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

  Business response

  08/09/2024

  Thank you for the opportunity to respond to the complaint. Management has reached to the customer several times to discuss the situation but has been unsuccessful in reaching customer.  Unfortunately we cannot take further action at this time.

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