ComplaintsforEnterprise Fleet Management

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a lease for a vehicle with Enterprises FM Trust ( customer ******, model invoice ************ ). The lease was for 48 months and the contract is up. Since the lease has been paid with this particular contract, I have the option to receive title or turn it in. I have expressed my interest in receiving the title via emails and phone conversations with various Enterprise employees. However, no one at the office is familiar with my account or they do not know who handles this account. My attempt to find someone within the company to clarify and respond to my situation has been fruitless. Each employee that I speak with say that the company has had many changes and they do not or will not handle my request.

   

  LOCATION INVOLVD:

  Address: ************************************************************* Phone: *************  

  

  Business response

  10/18/2023

  I passed the contact information to the appropriate team and they will be contacting this customer this week to discuss the concerns. 

  Customer response

  10/18/2023

  Complaint: 20745506
  
  I am rejecting this response because:  The issue has not been resolved yet.
  
  
  
  Sincerely,
  
  *******************************

  

  Business response

  10/19/2023

  ***** from our account team has emailed and left a voice mail on 10/19/2023. Please contact her directly to discuss this issue. 

  Customer response

  10/20/2023

  Complaint: 20745506
  
  I am rejecting this response because:  We have received numerous emails regarding our intentions regarding the lease.  We started in May of 2023 letting Enterprise know that we would be taking title.  However, we keep getting emails asking about my intentions.  we can't get in touch with anyone via phone.  There seems to be confusion from Enterprise on which department handles the account and how to process the request.  We can always be reached at ************ or ************.
  
  
  
  Sincerely,
  
  *******************************

  Customer response

  11/16/2023

  We are still trying to get this issue resolved.  The company has been difficult to communicate with.  On 11/15/2023,  I reached out again to ****** with Enterprise Fleet Management.  She was very confrontational and combative.  She continued to focus on another van/contract which is not relevant.  The van that has been in question has been Unit 239K6S-1123-MR.  The payment agreement for the van has been reached and I am wanting to gain title.  Enterprises says they need to know my intentions of seeking title or turning the van over to them.  I have expressed since June that my intentions are to seek title to this unit.  Now they are billing me a monthly charge of $87.04 plus $2.61 and $15.00 because "they don't know my intentions".   This amount should be refunded for November because of the ineffectiveness of the company to process the information in a timely manner.  I will note, there appears to be a number of departments who handles clients that want to receive title.  However, the departments do not communicate well and the process starts over and over again.  

  

  Business response

  05/09/2024

  This client was interested in purchasing a unit from us at the end of the lease. We were unable to sell the unit to them at that time due to an outstanding AR balance on their account that needed to be paid first. Since this time the balance has been cleared and the sale was processed in November for this unit. This issue appears to be resolved.

   

  Customer response

  05/09/2024

  Complaint: 20745506
  
  I am rejecting this response because:
  
  Eventually, the company recognized my intentions to purchase the van.  However, during their confusion and passing me to a variety of departments, they continued to charge fees because they stated that they were not aware of my intentions to purchase the van.  Fees were never reimbursed.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Eighteen months ago, we entered into an agreement to work with Enterprise to help manage our fleet of 18 vehicles. Their representatives at the *************** have been unresponsive, have dropped the ball on approving repairs, and have led to us incurring more fees for service and maintenance. As we approached the end of the first year, Enterprise was already behind on selling trucks that they had shown interest in having us trade in. When we began conversations, Enterprise indicated that they could also help us update our fleet by procuring box trucks that met the need of the business, and by taking trucks from our existing fleet as trade ins. They said they have such a wide resell base that we would get credit for their anticipated resell value at the time of trading in our old vehicles and taking ownership of the new. Upon completing our first transaction, they took back this statement, demanded a much larger deposit than previously agreed to, and held 2 of our old vehicles hostage. This has all been going on for the last 6 months, after an initial 12 months of constantly running an undersized fleet because Enterprise continuously dropped the ball on having repairs completed in a timely manner, often 2-3 times longer than it takes us when we are managing repairs.

  Customer response

  09/25/2023

  This is not a rental, this is related to a seperate company in the Enterprise family that offers fleet management services.  Their most local office to us is ***************************************  Both local and national representives have been involved. 

  

  Business response

  09/26/2023

  I have forwarded this complaint to the leadership team of our *************** and asked them to contact you directly to discuss these concerns, per your resolution request. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a corporate customer of Enterprise for 25 years, and have leased between 20-25 vehicles. Almost all of the leases have been where we buy out the vehicles, or have the option to do so. I returned this vehicle because they would not allow me to buy it out for under the ***** **** **** value of approximately $29k. The **** was 31k. I had paid them $463x48 for a total of 22k. They said that THIS lease was not structured to have the options to be bought out as others in the past. I had asked a supervisor, of **** ********, if they wanted to discount the vehicle in any fashion considering the money spend over two and half decades, and that they had received over 22k in payments. She said "no". Clearly because the unit had 16% less miles than anticipated on it upon return. The vehicle also was returned in pristine condition as i have the videotape on my phone to prove it. I needed to converse with a supervisor, not only for clarity on Enterprises rationale, because our representative, per usual, never called back. I received another bill from Enterprise, 6 weeks after returning the *********. The bill was for $748.83. It as generated on July 6th, received on July 16th, and considered late with penalty by July 20th. As you can read, it has zero detail other than lease settlement. I reached out to my rep over a week ago. A written response was that they "lost" money on the selling of the car, and that i was responsible for the difference. Again, they received over 22k from me, and wanted another 29k. The **** of the 2022 same vehicle is 31k. A fleet manager called from ************ called to further explain. He said it was paperwork but did not have an explanation of what paperwork could cost more than the lease. He said he would call back, but never has. My rep ****, has not responded per usual. Enterprise is a greedy company with purposeful late statements, and zero explanations as to what or why they are billing.

  

  Business response

  08/30/2022

  I have spoke directly to our client, we were able clarify the confusion and resolve this complaint.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I will like to report the business in the matter, Enterprise fleet Management, for their unethical behavior. For the past couple of months, they have been harassing me with mail and rude phone calls, saying I am obligated to pay a debt with which I have no affiliation. I will explain further below. I sold my vehicle on April 19th, 2021. A sold notice was also filed with ****, when transactions took place, which *** has records of. However, the new owner never switched the title over his name and was involved in a four-car accident after the vehicle was sold. The accident happened on May 19th, 2021. I have provided Sold Notice form notarized as proof, and they still won't take it. ****** ******* from Enterprise repeatedly says I am still liable for all the damages and to send the money now, or they will report me to the bureaus. ****** ******* is rude and has called me racial comments and other things which are not worth saying. I demand that this company Stops calling me and accusing me of damages I am not responsible for. I will attached letter sent to me and sold notice. Thank you.

  

  Business response

  08/31/2022

  Thank you very much for bringing this issue to our attention. A manager has reached out to the complainant at the phone number provided to discuss this complaint but have received no response. Unfortunately the paperwork provided by the complainant does not provide any identifiable information for the buyer of the vehicle in question, so this is why we have been contacting the complainant.  We ask the complainant to please contact the manager to discuss.

*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. ↩