ComplaintsforEnterprise Rent-A-Car Company of Oregon

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between the dates of April 8th - April 11th 2022, I rented a **** Fiesta from the Enterprise located at the **************. I paid the rental amount in full which was $246. At the start of the rental agreement a security deposit was also placed on my card in the event the vehicle was damaged. When I returned the rental vehicle on April 11th, I was surprised to find that there were no employees in the rental car parking lot to inspect the vehicle on return. However, as the vehicle was returned in the same condition as when the rental agreement started, I figured I would have no issues. After parking the vehicle I went to the rental companys desk to return the vehicles keys. The employee at the desk asked if the vehicle was fueled which it was and then advised I was good to go. A week later on April 16th 2022 I found an email from the Damage Recovery Unit with Enterprise. I this email I was told there was damage done to the vehicle I rented and that I need to provide a payment method. I responded asking why I was getting this email and the reply stated that I had caused damage to the vehicle during the rental agreement and needed to pay $556.40, Photographs from the company were attached which showed damage to the driver side mirror. I have disputed the claim with the company as I believe the damage to the vehicle occurred after I had parked the vehicle in their rental car parking lot. It should also be noted that the security deposit which was placed on my card at the start of the rental agreement in the event of damage to the vehicle was never charged and was returned to my card. I have sent multiple emails regarding my concerns about when the damage was done and who is responsible for the damage and I have just been told that I am liable for the damage and must pay them. As I believe the damage occurred after I returned the vehicle and as they can not show that the damage was done while it was in possession, I believe they are filling a false claim against me.

  Business response

  07/13/2022

  We are in receipt of complaint ID ********.  After review, we will no longer look to our renter for reimbursement for what was believed to be a change in the vehicles condition during the customers rental.  We should have contacted the customer more quickly to make him aware of damage to the vehicle.  For customer service reasons we have closed our damage recovery claim. 
  Thank you,

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Camry (Licence #BOL1998) was rented from 12/2-12/9/2021 in ********, ** to be returned at **************** (Rental Agreement # **WDQ1). The car was returned early morning on 12/9/21, but no attendant was available and the car was left unattended in the Enterprise return lot so that I could catch my flight. As far as we knew, the car was in good shape upon return. On 12/13/21, an email was received saying we were responsible for $4,189.70 in damages to the car (Claim #********). They sent an invoice for repair along with pictures of the damaged vehicle. We responded by challenging the charges, requesting that they provide evidence that we were responsible for the damages. They agreed to reduce the charges to $3,723.63. There has been no further progress since that time. We are requesting that they drop the charges, as they have failed to provide evidence of our culpability. Thank you for your consideration.

  Business response

  05/10/2022

  On 05/09/22, the customer paid the claim in full.  To provide a timeline of the customers experience with us we have provided the information below. 
  The customer rented the vehicle, 12/02/21, and contractually agreed to accept responsibility for the vehicles condition.  The customer returned the vehicle, 12/09/21, to our airport location and left before our employee was able to inspect the vehicle and bring the change of vehicles condition to the customers attention.  A change of the vehicles condition was identified just as the customer exited our facility.  The customer was notified via email of the change in vehicle condition, 12/27/21.
  The customer notified us of their concern about their responsibility for the damage, 02/15/22.  Our representative spoke with the customer, on or before 03/07/22, and explained their responsibility for the vehicles change in condition.  The customer informed us of their acceptance of responsibility and intension to pay, 04/14/22.  

  Customer response

  05/17/2022

   
  Complaint: 17107890
  
  I am rejecting this response because: Enterprise Rent-A-Car has misrepresented what occurred on 012/09/21. They stated that the change of the vehicle's condition was identified as the customer exited the facility. This is not true. There was no employee present when the car was dropped off and there was no notification of damage until 12/27/21. Subsequently, their representative did speak with me but I in no way accepted responsibility for the damage. The employee agreed to reduce the amount demanded if I was to pay the full amount and stated that they would waive diminishment of value and admin fees. If it was our fault for the damages, why would the offer to reduce the payment be made? We eventually paid the amount demanded in order to avoid the threat of the invoice being sent to a collection agency and negatively affecting our credit rating, but made it clear the we did not accept responsibility and did not consider the matter resolved.

  We sent an email on 5/4/2022 stating, "Payment was made through http://www.claimtopay.com in order to avoid the invoice being sent to collection and to avoid paying the original full invoice amount. The confirmation is attached. However, we do not consider this matter resolved and have taken steps and are planning to take additional steps to resolve the matter. We have contacted the Better Business Bureau and have submitted a formal complaint against Enterprise, which you should have received by now. We are hoping that they could help to resolve the matter and have the charges canceled, in which case we will be asking for a full refund of our payment. We have also done research online and see that similar situations were shared where Enterprise charged customers for repairs that were unwarranted. We may also contact social media, the regular media, and seek legal advice. While we seek to resolve this matter positively, if needed we will take steps to ensure that the resolution is fair."

  Their response that we accepted responsibility that the matter has been resolved is not true. 

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

   

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smelled something funny. Their was a rat in the engine compartment that had obviously been their for awhile

  Business response

  10/13/2021

  We attempted again Friday to reach **************** by phone, But she has not returned our calls.  We are unsure of the details of her complaint and have no prior notice of problems with her rentals.  

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is re: Rental Agreement #: *********. This reservation occurred in Portland, Oregon from 07/27/21 to 8/2/21. When I arrived at the airport, the queue for rentals was extremely busy. It took approximately 90 minutes to check in. I assume this issue was the result of not properly cleaning the car because the Enterprise team was rushed. In short, I noticed a funny smell during the first couple days of the reservation. Eventually, I found a huge puddle of vomit and a CRACK PIPE on the floor area of the passenger side rear seat. I am very nonconfrontational and introverted. I did not feel comfortable bringing this to the attention of Enterprise. I also feared they would attempt to blame it on me since I did not notice the issue while inspecting the vehicle prior to starting the rental. As such, I took it upon myself to have the interior of the vehicle cleaned. I have rented from Enterprise countless times. I have never had a complaint. This was just repulsive.

  Business response

  08/05/2021

  We contacted the customer and listened to his complaint.  We apologized and issued a refund to the customer. 

  Customer response

  08/06/2021

  
  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. ↩