BBB Accredited Business since

Enterprise Rent-A-Car of St. Louis

Additional Locations

Phone: (314) 506-4800 View Additional Phone Numbers 10144 Page Ave, Saint Louis, MO 63132 http://www.erac.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Enterprise Rent-A-Car of St. Louis meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Enterprise Rent-A-Car of St. Louis include:

  • 123 complaint(s) filed against business

Factors that raised the rating for Enterprise Rent-A-Car of St. Louis include:

  • Length of time business has been operating
  • Response to 123 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

123 complaints closed with BBB in last 3 years | 53 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 37
Billing/Collection Issues 37
Delivery Issues 7
Guarantee/Warranty Issues 3
Problems with Product/Service 39
Total Closed Complaints 123

Customer Reviews Summary Read customer reviews

1 Customer Review on Enterprise Rent-A-Car of St. Louis
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: April 30, 2014 Business started: 01/01/1957 in MO Business started locally: 01/01/1957 Business incorporated 10/30/1956 in MO
Type of Entity

Corporation

Business Management
Pam Nicholson, President & CEO Andrea Curd Tonya Demulling, Group Rental Manager William Harvey, Business Support Specialist Sirus Karimi, Director, Fleet Management Division Michelle Roach, Executive Assistant
Contact Information
Customer Contact: Andrea Curd
Principal: Pam Nicholson, President & CEO
Business Category

Auto Renting & Leasing

Alternate Business Names
Enterprise Leasing Co of St. Louis

Additional Locations

  • 100 Carondelet Plz

    Saint Louis, MO 63105

  • 10124 Natural Bridge Rd

    Saint Louis, MO 63134

  • 10144 Page Ave

    Saint Louis, MO 63132 (314) 506-4900 (636) 937-8888 (573) 747-0765 (314) 830-1349 (573) 747-1447 (618) 651-9780 (636) 528-1424 (636) 936-3669 (314) 513-3415 (636) 922-4035 (636) 724-5532 (636) 922-1953 (636) 240-5505 (314) 873-8650 (636) 629-0327 (314) 647-2730 (618) 253-8827 (314) 487-1324 (618) 443-5882 (573) 624-1700 (314) 731-7270 (314) 921-4646 (573) 547-1411 (636) 587-2834 (618) 664-1821 (636) 227-9580 (314) 752-5852 (314) 997-6559 (314) 770-0167 (636) 594-1908 (618) 233-6200 (618) 258-4402 (314) 513-1611 (618) 281-8303 (618) 624-2811 (314) 725-0873 (314) 863-0936 (314) 351-9920 (314) 909-0919 (636) 949-2588 (314) 842-6899 (314) 739-0959 (314) 966-1214 (314) 863-6886 (314) 241-0073 (314) 832-8800 (314) 524-7700 (636) 227-5856 (314) 842-6220 (314) 427-7757 (636) 946-3010 (618) 277-8000 (314) 895-9904 (636) 391-5100 (314) 965-5900 (314) 423-2902 (314) 895-1660 (618) 462-0011 (314) 569-3200 (314) 845-6046 (573) 339-7800 (636) 937-7622 (573) 686-4777 (618) 549-6995 (573) 471-7300 (636) 461-1469 (636) 931-1976 (618) 288-8812 (636) 391-7022 (314) 436-7100 (618) 242-3700 (618) 997-9151 (636) 536-0424 (314) 894-4400 (636) 240-8886 (636) 527-0103 (314) 993-5374 (314) 831-9555 (314) 733-0121 (314) 862-4486 (636) 227-2043 (618) 452-7800 (314) 868-4077 (314) 965-5530 (217) 324-2326 (618) 744-9542 (618) 288-0883 (618) 332-6057 (314) 894-5280 (314) 918-1300 (314) 842-6220 (314) 729-0512 (314) 241-4664 (314) 863-0055 (314) 889-8400 (314) 882-4658 (314) 506-4800

  • 1020 Linn St

    Sikeston, MO 63801

  • 10477 Saint Charles Rock Rd

    Saint Ann, MO 63074

  • 10501 Page Ave

    Saint Louis, MO 63132

  • 10638 New Halls Ferry Rd

    Saint Louis, MO 63136

  • 1103 N Highway 67 St

    Florissant, MO 63031

  • 11124 Manchester Rd

    Saint Louis, MO 63122

  • 1115 Three Rivers Blvd

    Poplar Bluff, MO 63901

  • 1121 Gravois Rd

    Fenton, MO 63026 (636) 349-2217

  • 114 Walker Rd

    Farmington, MO 63640

  • 11400 New Halls Ferry Rd

    Florissant, MO 63033

  • 11535 Saint Charles Rock Rd

    Bridgeton, MO 63044

  • 11654 Olive Blvd

    Saint Louis, MO 63141 (314) 569-3200

  • 11700 Gravois Rd

    Saint Louis, MO 63127

  • 11820 Lackland Rd

    Saint Louis, MO 63146

  • 11830 Olive Blvd

    Saint Louis, MO 63141

  • 11931 Olive Blvd

    Saint Louis, MO 63141

  • 1200 N Market St

    Sparta, IL 62286

  • 12015 Olive Blvd

    Saint Louis, MO 63141 (314) 432-1607

  • 1321 Broadway

    Highland, IL 62249

  • 13284 Corporate Exchange Dr

    Bridgeton, MO 63044

  • 13750 Manchester Rd

    Manchester, MO 63011

  • 1424 N Belt W

    Belleville, IL 62226

  • 14374 Manchester Rd

    Ballwin, MO 63011

  • 1491 Mexico Loop Rd E

    O Fallon, MO 63366

  • 1507 McNutt St

    Herculaneum, MO 63048

  • 15110 Manchester Rd

    Ballwin, MO 63011

  • 15201 Manchester Rd

    Ballwin, MO 63011

  • 1532 Parkway W

    Festus, MO 63028

  • 15380 Veterans Memorial Pkwy

    Wentzville, MO 63385

  • 15471 Manchester Rd

    Ballwin, MO 63011

  • 15502 Manchester Rd

    Ballwin, MO 63011

  • 156 Southwoods Ctr

    Columbia, IL 62236

  • 15700 Manchester Rd

    Ellisville, MO 63011

  • 1601 S State St

    Jerseyville, IL 62052

  • 1664 W Bus Highway 60

    Dexter, MO 63841

  • 1700 S Elm St

    Greenville, IL 62246

  • 17543 Chesterfield Airport Rd

    Chesterfield, MO 63005

  • 1795 S Perryville Blvd

    Perryville, MO 63775

  • 18 Terminal Dr

    East Alton, IL 62024

  • 1931 N Service Rd E

    Saint Clair, MO 63077

  • 1A Galaxy Ln

    Litchfield, IL 62056

  • 2004 Phoenix Center Dr

    Washington, MO 63090 (636) 390-0051

  • 2008 N Kingshighway St

    Cape Girardeau, MO 63701

  • 202 W Karsch Blvd

    Farmington, MO 63640

  • 207 W Winters St

    Scott Afb, IL 62225

  • 219 S Lewis Ln

    Carbondale, IL 62901

  • 2229 S Brentwood Blvd

    Saint Louis, MO 63144

  • 2233 Washington Ave

    Saint Louis, MO 63103

  • 2703 W Deyoung St

    Marion, IL 62959

  • 2727 W Clay St

    Saint Charles, MO 63301

  • 29 Hunter Ave

    Saint Louis, MO 63124

  • 3000 Washington Ave

    Alton, IL 62002

  • 315 Chestnut St

    Saint Louis, MO 63102

  • 3260 S Kingshighway Blvd

    Saint Louis, MO 63139

  • 3633 Lemay Ferry Rd

    Saint Louis, MO 63125

  • 3700 Nameoki Rd

    Granite City, IL 62040

  • 3717 Veterans Memorial

    Saint Charles, MO 63303

  • 3725 Veterans Memorial Pkwy

    Saint Charles, MO 63303

  • 3847 Taussig Ave

    Bridgeton, MO 63044

  • 3932 Jeffco Blvd

    Arnold, MO 63010

  • 397 Travis Blvd

    Troy, MO 63379

  • 4 Plaza 94

    Saint Peters, MO 63376

  • 410 W 4th St

    Eureka, MO 63025

  • 4190 N Service Rd

    Saint Peters, MO 63376

  • 4251 S State Route 159

    Glen Carbon, IL 62034

  • 4391 Veterans Memorial Pkwy

    Saint Peters, MO 63376

  • 4664 Crossroads Industrial Dr

    Bridgeton, MO 63044

  • 4927 S Kingshighway Blvd

    Saint Louis, MO 63109

  • 500 Auto Mall Dr

    O Fallon, MO 63368

  • 500 S 34th St

    Mount Vernon, IL 62864

  • 540 N Commercial St

    Harrisburg, IL 62946

  • 5655 S Lindbergh Blvd

    Saint Louis, MO 63123

  • 5718 S Lindbergh Blvd

    Saint Louis, MO 63123

  • 6127 S Lindbergh Blvd

    Saint Louis, MO 63123

  • 623 Dunn Rd

    Hazelwood, MO 63042

  • 635 S Truman Blvd

    Festus, MO 63028

  • 6400 Curtiss Steinberg Dr

    East Saint Louis, IL 62206

  • 661 Dunn Rd

    Hazelwood, MO 63042

  • 7127 S Lindbergh Blvd

    Saint Louis, MO 63125

  • 7226 Manchester Rd

    Maplewood, MO 63143

  • 7466 S Lindbergh Blvd

    Saint Louis, MO 63125

  • 7730 Bonhomme Ave

    Saint Louis, MO 63105

  • 811 E Terra Ln

    O Fallon, MO 63366

  • 830 S Illinois St

    Belleville, IL 62220

  • 8300 N Lindbergh Blvd

    Florissant, MO 63031

  • 8844 Ladue Rd

    Saint Louis, MO 63124

  • 900 E Noleman St

    Centralia, IL 62801 (618) 533-6898

  • 901 N Bluff Rd

    Collinsville, IL 62234

  • 909 W Highway 50

    O Fallon, IL 62269

  • 9305 Natural Bridge Rd

    Saint Louis, MO 63134

  • 9803 W Florissant Ave

    Saint Louis, MO 63136

  • 9916 Watson Rd

    Saint Louis, MO 63126

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/6/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Hello, my name is ****** ******* and I am an Active Duty US Soldier currently stationed in Germany. We recently rented a car from our local on-post Enterprise near the end of February. Today, 19 April 2016, I received an invoice for "2 scratched to the passenger dash area" for a total of 170.80 Euros. This claim is outrageous, as the car was only driven 3 times while in our possession and there was never a passenger in it. Additionally, it was only driven locally and no GPS was used, nor was any other device or anything else placed on the dash. We are honest people, as I serve as a Criminal Investigator and my integrity has never been questioned. With that said, I will tell you we did not cause this damage. The vehicle was in dirty condition when we received it, and by that I mean dirt on the outside around the wheel well, brake dust all over the wheels themselves, and more. We were told that this was no problem and not to worry about it. Being on a Military base we assumed we could trust your service agent, as she only laughed when I asked how she inspected it from the previous renter if it was dirty, never offering an explanation. I understand this is not much money, but we are a Military family living abroad and in a very expensive Country. I have three children and cannot, and WILL NOT pay for damages which I did not cause. I think this is very unfair practice from a business, border lining criminal. Invoice # ********* Rental Agreement # *******

The address is:
 ******** ***** **************** **** **** **** ** ********** *** ** *****

Desired Settlement: My desired outcome is for these charges to be dropped, as we did not cause the damage and therefore should not be liable for the service agent not properly cleaning the vehicle before we rented it. I believe these scratches, if they ever existed, must have been caused by either the previous renter, or during cleaning after we returned the car. We tried to return the car during hours which the office listed as open, even the sign on the front door said they were pen, yet noone was there. After waiting 45 minutes, we could not stay and instead left the keys in the return drop box. I would have gladly stayed to do a walk around, as it is my opinion these false charges would not exist if we had, yet the service agent was nowhere to be found, and now months later we receive an invoice for damages out of nowhere.

Business Response: We have decided to waive this claim. It has been closed and the customer will not be held responsible for damages.

Consumer Response: 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,

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

4/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 22, 2014, while in Frankfurt, Germany, I booked online a car for 11am the next day (December 23). On December 23, around 10:45am I contact the Enterprise office to request for a pick up and was told that there was none available. In addition, the van I had requested was not available and was offered "an upgrade" to a mini. I explained to the agent that I had a group of five adults, one with sever mobility limitations (handicap) and a mini was not an option. I requested a large vehicle with easy entry and something to accommodate the five adults and was told that "Nothing was available, how did I expect to have a car as I only made a web reservation the previous night" were the words of the enterprise agent. I was totally surprised by this answer, as I had a confirmation number and I assumed I can rely on this, as I have relied with Enterprise on both my personal trips and trips I make for the government. When I commented that " I was surprised that there was no vehicle available despite my confirmed reservation, and since no one from Enterprise had contact me to inform me otherwise, and how this was possible, since in Germany everybody is so punctual" To this the agent responded that germans are punctual but the driver is a foreigner" I was totally shocked. At this point, I continued the conversation in English (the previous part was conducted in German) and informed the agent that I was shocked with was I was told, and could not believe that I was receiving such a bad service from Enterprise. As the "offer" for Mini was not a viable option and no other vehicle was available, I informed the agent that clearly I would have to go with a competitor and the deal was off. Surprisingly, upon returning to the US, I discovered that the agent went ahead, and charged my credit card $170.72 for a vehicle I did not receive, and for service I did not expect to receive. I have contacted multiple times the Enterprise offices in the USA and Germany including the Enterprise Department of Escalations to no avail. Order_Number: Original Reservation Location involved The city was Frankfurt am, Germany.

Desired Settlement: I have contacted the following individuals: 1) ******, Enterprise Customer Service, ***************************@mailca.custhelp.com 2) ********* *****, ****************@erac.com, ******* ********** **** ***** ********* Phone contact with Enterprise Escalation Department representatives: 1)****** 12/7/2015 15:15pm 2)******* 2016/01/15 16:00 3)**** 2016/01/15 Orig. Reserv: ******** Expect to receive a written apology and full refund.

Business Response:

Our Group Rental Manager in Germany has been communicating with this customer for several weeks now. Here are her notes:

I’ve been corresponding with this customer for several weeks now. I’ve been waiting on the customer to provide me with their account number so we can refund him the money back. I asked the customer to provide me with bank statement to show me this charge but that never happened. In despite of that we decided to refund their money back.

 

I’ll send another follow up email to customer to obtain his bank information so we can process the refund. It was a pre-paid rental through broker so we don’t have the information. 

I’ll let you know once the refund will be processed. 

Thank you, 

****

4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: **** ******** ******* ***** ** ***** In the beginning or middle of December 2015, I was on vacation and we rented a car to go to Branson, MO. We walked into the office on a Saturday and the male working looked like he had just gotten out of bed, as we got there right as they opened. We wanted a compact car and he said he did not have it, though they told us a couple days before they did have it. They gave us a Jeep instead. He said he'd give it to us for the same price with a full tank of gas. He said he was looking for MAJOR DENTS in the car. I later noticed a yellow scuff mark on the driver's side bumper. When we brought it back, a different individual inspected the car, and noticed the scuff mark. We told her that was on there the whole time, and that the man before was only interested in major dents, and said nothing about it. Now they are charging us $400 and sending it to a collection agency.

Desired Settlement: I want them to remove this charge since the scuff was there before and the man who originally leased it to us disregarded it.

Business Response:

After conducting a deeper investigation we agree with the customers concerns and decided to no longer pursue for damages.  We contacted the customer to let them know of our decision and she was satisfied with our resolution.

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I noticed that frequent flyer miles for at least my past four Alamo rentals had not posted to my ***** account. I contacted Alamo about the issue via their web site. The response was that the missing miles had now been submitted to my ***** account. They asked for additional information for one rental, which I provided. It is difficult to respond to their messages or to provide the requested information, because their stated email address does not work (error "No such user (alamo_cust_svc@custhelp.com)"). To date, none of the missing miles have posted to my ***** account. A recent message from Alamo now says that they will not be doing anything about the missing miles, even though they offered me the miles and charged me the extra for them to be "earned".

Desired Settlement: Credit at least 4,400 miles to my ***** account immediately. Provide in writing a statement affirming that Alamo will properly award frequent flyer miles for rentals as offered going forward. Fix whatever the problem is, such that there is a working email address for Alamo Customer Service.

Business Response:

We’ve awarded this customer the 4400 miles that he’s requested.  It appears the contracted rate the customer was using had been blocking customers from obtaining benefits.  The customer should be able to earn miles with this contracted rate in the future.

In addition, our email addresses have recently been updated and it appears the one the customer provided is an old address.  When contacting these old email address our customer should receive a response saying that this address is no longer valid and asking them to contact us again. 

I apologize that the representatives the customer spoke with were not more helpful in getting this resolved for the customer. 

 

Please let me know if you wish for me to respond another way.

 

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

Business Support Specialist

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

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.  I see the miles for the four Alamo car rentals now posted to my ***** account.  I will hope that miles will properly be provided for future rentals, as the Alamo response says.  As for the old email address problems, since that is the email address that Alamo was providing, I can only hope that they are now providing a valid address whenever someone contacts them via their web site.

It is unfortunate that this route was necessary for Alamo to take the problems seriously, and to actually make an effort to address them, but I do appreciate that effort, as well as the BBB's help in the matter.

Thank you,

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

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** **** Insurance paid for a vehicle rental from February 11, 2016 to February 16, 2016 and I had to place $50 down. When I returned the vehicle I was told I was due $40. Enterprise agreed to mail a check but refused to send it to my PO Box.

Desired Settlement: I would like the refund sent to my PO Box.

Business Response:

For security reasons Enterprise uses FedEx to ship sensitive material such as a check.  However, FedEx is unable to ship to PO Boxes.  Our manager spoke with the customer and made her aware that we will gladly reissue another check to be sent to her PO Box as requested through the US Postal Service.         

4/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mid January I was involved in a car accident that left my vehicle stationary. While the car was sent away I rented a 2015 Toyota Carolla. The service I received was good, and the car ran well. Pictures of the car, at time of rental, were taken and no exterior damage was present. My car gets repaired and for sake of anonymity I will call the repair shop, "Business X." Enterprise should have Business X on record. Business X told me that through an agreement with Enterprise, I could drop the car off at their location, and I wouldn't have had to bring it back to Enterprise. Weary of this agreement, I talked with the Enterprise location I rented the car from, and they too assured me that this was okay. However, no warning of contractual responsibility was given. Ignorant to the fact that no actual Enterprise employee would be present when I dropped my rental car off at Business X, or the fact that until an Enterprise employee would arrive to inspect it, I was responsible for any damage. I drop the car off at Business X in February on a Friday. I handed the rental keys over and received my own car keys. I was in a hurry that particular day, and the enthusiasm of getting my car back washed away thoughts of taking "after" pictures of the rental car. I will later find out that indeed no pictures of the car at Business X were taken by an employee of Enterprise or Business X. I find it appropriate to note here that no walk-around for damage on the car was done by and Enterprise employee or Business X employee. The car sits in the lot of Business X until the following Monday. Realizing I forgot some stuff in the car, I called Business X before 11:00AM (central) on that Monday and asked if the car was on the lot, which to my surprise it was. Business X employees were able to withdraw the items I needed from the car for me, at this point I still was not aware that damage to the car ensued. Same day, a little past noon, a representative from Enterprise calls me and tells me there is "A large dent" in the car and asks if I can meet with someone. I agree and head towards the Enterprise I picked the car up at. I explain to the woman manning the front desk that I was not aware of any damage, nor did I know of any damage prior to me dropping off the car. I explain to her that the witness I had in my car, as I drove to Business X, also saw no damage to the car, prior. She politely reassures me that things will be all right and until further notice nothing on my end can be done. Mid February comes around and I receive an invoice for the car. It is at this point had I finally seen the damage on the car (note: prior to this letter, I received no picture evidence of the damage). The damage came in the form a large dent on the hood of the car. around the area where the hood meets the wind shield. The invoice is of the order of $833.68. Unsettled, I call the local Enterprise, where they direct me to the Damage Recovery Unit (which I will abbreviate as "DRU" henceforth). I am assigned a claims adjuster, one, whom through this whole debacle, I don't believe I talked to him (he might have been the person who initially contacted me, but I'm not sure). Rather, I talked to associates of his, who were able to discuss the events and policies. While I'm sure Enterprise has the recordings of the phone messages, I will try to describe the phone conversations without bias. I talk with a woman, whose name I don't recall, working for the DRU. I explain my situation, as I have done so far in this complaint, and afterwards I am only reminded of the fact that I signed a contract. I then plea with her that since I was not there to witness the damage, nor responsible for the damage occuring, and the fact that Enterprise itself told me to take it to Business X, that I did not feel as I should be held financial responsible for damage to the car. She again tells me that I signed the contract, which states I am responsible for any damage occurred to the vehicle at a third party location. She then goes on to tell me that the third party location is purely in place to the customer as a "customer courtesy," which holds a certain amount of irony now. I tell her that I was not aware of that, nor had a walk around taken place which meant there was no signature on my end agreeing to damage on the car. To which she informed me that my signature acknowledging damage to the car was not necessary, and then again falling back into the groove of reminding me that I signed the signature. Realizing my questions were being deflected, and that I would not get anywhere I wished her a good day and ended the call. I contact Business X soon after, but the person who would be able to help me was not in. I talk to the DRU again the next day to try another approach, to be heard. I stated that if I was not billed for the weekend, how was it I was still responsible? They referred me to the contract. I decide to locate the contract, which I couldn't, so I head to the local Enterprise to pick up a copy of a blank contract to review. There one of the managers talked with me. I told him my situation and he told me that it happens all the time. He then regaled me with a story of this happening to many people at once, due to a hail storm. This implies that Enterprise is not un-aware of this problem, which could be pro-actively solved by warning their customers that the customer is still liable at a third party location. This slightly confused me as to why when I called the store asking for permission to drop the car off at Business X so many days ago, that I was issued no warning. When I picked the car up at the beginning, I was informed that I was liable for damage to the car while it was in my possession, and that I needed to fill the car back up with gasoline when I dropped the car off. Both of those items are specified in the contract, yet they were also vocalized to me during the agreement, why was the clause of liability then not explained to me? Had I known that for the weekend the car was dropped off at Business X I would have driven the rental back and had my passenger drive my car back (Note: I live less than a mile away from the Enterprise where I rented the car in the first place, and must pass by in order to get home). I contact Business X again, and show them the pictures Enterprise sent, they tell me they will look into their course of action. Later that day they call me and tell me they will graciously pay half of the fee, due to the fact that they had no proof whether it was my fault or theirs. The fee at this point had been reduced to $679.80 due to an arrangement between Enterprise and my insurance company. (Enterprise agreed to drop the fees attached to the bill). Business X told me they looked into this matter with a district manager of Enterprise, before they came to their conclusion of paying half. This tells me that, had there been a picture of the car damaged on the lot of Business X, which would hold me responsible, they would have brought this up to me instead of offering to pay half. In fear of Enterprise sending this over to a collection agency and filing a claim with my insurance, I paid the other half of the bill: a total of $339.90.

Desired Settlement: I am still steadfast in my resolve that I should not be held financially responsible. No acknowledgement signature from myself, nor pictures of the damaged car at Business X which hold me responsible for the damage exist The only pictures of damage that I have seen came from the auto body store Enterprise had the car repaired at.) I am asking for my $339.90 refunded to me. This ordeal has caused great stress, and honestly I would like for it to be over. As well! In an attempt to be pro-active, I ask for management of Enterprise to actively involve in educating the customer to their contractual duties regarding their party locations. Since This issue happens more often than not (which a quick google search will agree I have not been the only victim of this), I feel it is in Enterprise's best interest to inform the customer.

Business Response:

Our Area Manager read the customer's concern and talked to him about it today (3/31).  As he stated he dropped our rental off  at a body shop on a Friday when his personal car was complete.  Upon picking up the rental car the following Monday, we noticed the damage and contacted the customer who questioned the damage.  Without camera information at the body shop, we followed our company protocol in an effort to determine if there was pre-existing damage.  We were able to conclude that there was not any damage notated from previous renters.  I communicated this information to the customer.  He expressed concern that he was not told he would be responsible for the car until Enterprise picked up the vehicle and I apologized for the branch not being clear. Our Area Manager told the customer in efforts to take care of him from a customer service perspective we would take care of his half of the repair costs  (the body shop paid us the other half already.)  His cost that he paid our Damage Recovery Unit was $339.90  Our resolution was to send him a refund check for the amount he paid.  He was appreciative and thanked our Area Manager for the follow up.  The customer has her personal cell phone for further questions.

4/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 27 Feb 16, at approximately 3:41 pm, I rented an economy car from St. Louis International Enterprise Rental Car location, located at **** ******* ****** *** ***** ****** ** *****. At the time of the rental, I was told the approximate cost would be $36.33 per day and there will be an additional cost of $50.00 total charge for dropping it off at another location. I was also told that all I needed to do was return the rental before the location closes and that would conclude all final charges. So, the total amount agreed to be charged to my federal government credit card would amount to $246.15 to include taxes and fees. I agreed to the amount and proceeded to walk to the car lot with employee # E403SB, who then told me he would upgrade my initial vehicle to a Chrysler 200 for FREE! In an effort to quickly leave the area, as I had to be in federal law enforcement training within a few hours, I checked the car for damage, initialed the receipt and left to head to Fort Leonardwood, MO. About an hour into the drive, I reviewed my receipt and observed the amount actually charged for the vehicle stated $36.33 per hour and $109.00 per day with no mention of the $50.00 drop off fee. I then proceeded to quickly call customer service and spoke with a lady who stated Enterprise has never charged anyone per hour for a vehicle, and the receipt will be fixed when I turn the vehicle back in at the agreed location. I felt that after that conversation that all issues were resolved. However, on 29 Feb 16, at approximately 5:30pm, I arrived at the Saint Roberts, MO Enterprise location to drop off the rental car and after speaking with the clerk, he informed me that there was an additional charge of $72.66 for the car being dropped off two hours late. I informed him that the representative told me that I could drop the vehicle off prior to close and that the charge was erroneous. The clerk then stated he would put a notation on my account for the airport location where I rented the vehicle to contact me prior to any charges occurring on my federal issued credit card. Still not feeling assured and comfortable I proceeded to contact the customer service line again, and spoke with a young lady who sounded just as frustrated as I was, but stated she would provide me with a receipt. Once we got off the phone, an email arrived, however, it was not my receipt, it was the receipt of another Enterprise customer. After receiving the wrong receipt, I waited four days and received no contact from the location, but noted that my federal issued credit card had been charged $318. 81. I frantically tried to call the airport location and no one answered. After trying to contact the location for about a week, on 8 Mar 16, I contacted their customer service hotline, who then again directed me to contact the same airport location who refused to answer the phone. That same night, I contacted the Enterprise corporate headquarters, who stated they would put an emergency notation on my account for the airport location to contact me, as they are the only ones who can handle monetary disputes. Still receiving no phone call, on 11 Mar 16, I contacted the airport location again and finally a gentleman named Adrian answered the phone. I explained the situation to him and he agreed to refund the money, fix the receipt, and email me a copy of the receipt by Monday morning 14 Mar 16. On Tuesday 15 Mar 16, after not receiving a receipt as promised, I contacted the airport location again and spoke with a young lady who stated she would get her manager to assist me. She the proceeded to keep me on hold for approximately 40 minutes and never came back to the line. On 23 Mar 16, I contacted Enterprise corporate headquarters and once again explained my position. The young lady on the phone stated she would escalate the situation to the highest level and I would be contacted very soon with a resolution. As of today that has yet to occur. Later that evening, I was contacted via email which I believe is informal based on the high importance of this issue. I was, however, contacted by a young lady named Erica who stated she would assist in resolving the situation. On 24 Mar 16, I received an email from Erica who once again directed me back to the same airport location in order to resolve the situation.

Desired Settlement: As a member of the United States Army who has served for several years honorably, this situation has been very frustrating to say the least. I have made numerous attempts to contact the location and have received the run around for a month. Seeing as though the rental was purchased on my government travel card, it is imperative that I receive a receipt so I can complete my government travel paper work in a timely manner. Not having the receipt is not only putting my job in jeopardy, but it has also caused me extreme anxiety.  The mission statement for the Enterprise company states, To exceed our customers’ expectations for service, quality and value. This mission statement does not coincide with the treatment that I have received. Therefore, I am requesting a full refund, a comp for a free rental for a week, a written apology by the CEO of Enterprises addressed to both me and my organization.

Business Response:

A resolution of a $50 refund was reached with the Enterprise Branch Manager on 03/25.  The receipt provided showed the refund, but the customer needed the itemized charges to be listed a certain way in order to make sure she received reimbursement.  On 04/01, an Enterprise Area Manager spoke to the customer and apologized for all of the confusion and inconvenience.  A resolution was reached that the customer is happy with and the customer now considers this matter closed.

Consumer Response: 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,

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

3/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Enterprise Rent A Car **** ***** ***** ** ***** ******** Rent a car there on Tuesday January 12, 2016, setup by ******* ****** Insurance due to one of there clients rear ending me causing severe damage to the back of my car. On Monday 1/11/16 the insurance company arrange setup, & I was contacted by Enterprise later and confirm that a car rental will be available for 1/12/16. There was problems at first with the arrangements but quickly corrected, I was pick up later, and taken to the rental place. After the paperwork was sign, and the quick look around was done by the employee, I pointed out that there was a torn up license plate cover, and small crack on the lower part of the front bumper of the passenger side car was on & explain it was consider wear and tear, don't worry about, & I insisted on documentation, he said not necessary, but he will write notes in the computer. I took his word for it & went about my business. Return the car today (2/19/16) another employee who turn out to be the manager said I'm responsible and have to pay the damages. Explain the situation about the whole thing there should be notes in the computer, and there weren't. The manager told me that I would not have been put in that car in the first place, the car I driven was also the one was pick up in and who know what could have happen in between that. Also while there I explain since my car was at the shop I requested if they could drive me there so I can pick up my car at the auto body shop in Fenton, MO and told me no its out of are driving distance and I had to call a family member up to pick me and take me to the shop. The company is know for picking there clients up and dropping them off to there destination as stated in there advertisement.

Desired Settlement: I want to have my deposit completely refunded, and excuse from having to repair the crack damage bumper that given to me to drive, & told it classified as wear & tear when I pick up the rental car.

Business Response:

Thank you for allowing us the opportunity to respond to the complaint received from the above mentioned customer.  The customer did in fact rent from Enterprise on January 12, 2016.  Upon return of the rental vehicle there were damages found.  As the customer stated, he did dispute the damages accordingly, so Enterprise proceeded to resolve his dispute through our internal process.  Upon resolution, Enterprise found that the damages on the front bumper were not preexisting.  Therefore, it was our conclusion that the damages occurred during this rental period.  However, Enterprise did waive some additional fees for customer service reasons.  In regard to the customer’s complaint about our pick up and drop off policy, Enterprise does offer a drop off and pick up service as a courtesy to our customers within that branch’s local area.  The Fenton shop location, where the customer was requesting drop off service was not in the local area of our Lemay Ferry Road branch.  Enterprise offers an option for our customers to drop off at a location that better suits their needs.                 

3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received the worst customer service I have ever had since renting from Enterprise. The managers are just as bad as their employees In October 22nd,2015 I rented a full size truck from Enterprise. I arrived at the location close to 9PM and proceeded to rent the tuck I reserved. The rental car rep told me my total was 68 dollars and some change. I proceeded to the back of the building to be led to the rental I was renting. The rep ******* ****** stated that the only truck they had left available to me was a Nissan Armada that was not to my liking but it's all they had. The truck had several scratches on it that **** said didnt matter because it didnt fit inside "the circle". By the way **** was rude as ever becauee I told him that the lady inside told me my balance was 68.00 and his pad said 121.00 and I told him that price was wrong.So I told him lets go inside to get this cleared up and he didnt want to until I told him I wasnt going to sign it until the price showed what the lady inside told me. So we go inside and the counter rep told him that I had two free days and it should be around 68.00 or so. It turnrd out to be around 86.00 or so with the add XM Sirus feature added. That was cleared up and we proceeded back out and **** got in the truck and sped off in the truck (madly) to go wash the truck.I really didnt like the truck but had no choice due to the fact that I was going out of town the next day. I even made a comment that the tires looked really bad. So I left with this in bad shape Armada and notice that the truck was driving ackwardly. I called the local enterprise place where I got the truck from and told them that it was driving funny and I wanted a different truck.l.They stated that they did not have any at the moment and to bring it back today (Friday 10/23/15). Although I wanted to bring it back that night I had no choice since they told me to bring it the next day. I didn't want the exchange to interfere with my being late for my trip. So Friday evening when I got off work I went the to rental location to exhale the truck.***** was as rude as ****. ***** stated that I damaged the truck in the back but IHad not but he vehemently stated I did.Then I told him that they are interfering with my trip and ***** had the nerve to tell me that I'm the one who wanted to return the car for another one.WOW they have no respect for customers.By this point I was extremely upset.I told him that the breaks were bad and I was not going to risk my life driving to a different state with a truck in as bad shape as it was I told I told him that I had called the night I got the car but you all said that you did not have any other trucks available at the time.That truck needed some serious service done. I told ***** to get a manager (*****) because he was just so rude and not showing great customer service. who came out and was better but not very accommodating. So I waited an HOUR to get another truck. So ***** went to one of their other locations to get a different truck which had major body damage to it. ***** the manager told me that she was not sure why he brought that truck back because they could not rent it out in that condition. So he goes to get a different truck which was so much better. But we still waited an hour for a different vehicle. I called the customer service department to file a complaint and also called the local office to speak with the GM **** who has not called me back as of yet. **** was at the local when this all happened and did not speak to us or apologize for his employees bad attitude and horrible customer services skills. I called **** several times at the location and have not gotten one cal to apologize or accommodate me in anyone considering that the trip was ruined since I had to leave out late for the company negligence. i like renting from Enterprise but from how I was treated I may have to pursue other rental locations but I do not feel good about paying money to a company that does not apparently value their customers.

Desired Settlement: I would like a refund for the day that they made me late for my trip and one a refund for 1 day of the XM added feature that did not work in the first horrible truck I rented. I even called back up to the location and told them that the Sirus XM was not working and the lady that answered the phone stated that she will resend the signal but it still did not work after that.

Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ The customer was contacted by our Branch Manager and she is good with ERAC now but wanted to make us aware that the first SUV she received was not up to our standards. When she came by to switch out we had to go to National to get her one and this took some time. She has rented from us several times in the past and this was the first time she felt like our cars were not great and that we didn't do enough to correct the wait time and the issues. We have refunded her for the satellite radio as well as the first day of rental. The Branch Manager also emailed her a discount in the future and included his cell number if she ever has any other questions. She is going to be making a reservation for next month. Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted the resolution. But I have not received the email for future rental or an email stating what will be refunded. I spoke with a manager, and he emailed the customer a code to redeem a free rental of Sirius XM Radio. Please let me know what I should do at this point for this case.

2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is as follows: 1. Upon trying to return the rent-a-car, no one was available to pick it up 2. Assistant Manager (Named ****) threatened me by stating I was responsible for rent-a-car even though the vehicle was on his lot and the keys were turned in at the location he directed (Car Craft) 3. Assistant Manager (****) lied and said I did not turn in the vehicle Product_Or_Service: Rent-A-Car

Desired Settlement: I have two desired outcomes for resolution 1. Both the assistant manager and customer service rep are fired for lying and make threats 2. The total cost of the rental charge be refunded to me

Business Response: Initial Business Response /* (1000, 5, 2016/02/08) */ Our Area Manager has spoken with the customer and has been able to come to an agreement. The customer has been refunded the $20.00 for the charges of the rental vehicle. He also has had discussions with all of the employees who were involved and discipline of these employees has been handled in-house. The customer was very satisfied with the outcome. Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: No car was available when I came to pick up my reserved car. Alamo alleges I was three hours late which is not true. I was very disappointed to not get a car when I arrived in Merida on 12/27/2015 alhtough we had a confirmed reservation(XXXXXXXXX). Their office was obviously very very overbooked and had absolutely no car for us when we arrived. Even worse, they still said they had no car the following day. Obviously a lot of our vacation plans fell apart because of this and it had a very negative impact for us. I find it appalling that they are not controlling better the actions of their Mexico employees and are leaving their clients in such shambles. After I submitted a complaint directly to Alamo (XXXXXX-XXXXXX)on December 29, their employee ***** inquired with the Merida desk and said that "After further review in this case by the renting location, they've stated that you were initially a no-show, and made a phone call that very day after 6pm, 3 hours late after the reservation time asking for a vehicle. They could not provide a vehicle the day of that reservation, or even a day later, as there was a 2 day wait list for a vehicle. Our policy states we can only hold vehicle for 2 hours after the pick-up time stated on the reservation." This is not true. I replied to ***** that our flight ****** was only thirty minutes late and I had pre-checked in on Alamo's website with the information about our flight included into the file. It would have been very easy for her colleagues to check the flight's arrival time. I did not call more than three hours after the reservation set time: I called at 4:02 PM and the reservation was for 3:00 PM, I checked the records. I am thus very unhappy to see that her information is so wrong. I am now even angrier since after her colleagues' inability to provide me with a car ruined a part of our vacation, they are now trying to lay the blame on me, which is something no car rental employees had done to me before this unfortunate experience occurred. Beyond an apology, I am hoping that Alamo will be able to make up for this growing issue and take the necessary steps to train their colleagues so they provide proper customer service and show respect for their needs.

Desired Settlement: At the very least, Alamo should confirm they are taking steps to honor confirmed reservations in foreign countries and not leave customers with no resources. Their employees should also give honest accounts of issues. Because this badly complicated a short and costly vacation, I would like Alamo to make a goodwill effort to make up for the annoyance, for example by giving a free week of rental.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Contact Name and Title: ***** ****** CS BSS Contact Phone: XXXXXXXXXX Contact Email: **************@ehi.com Good Afternoon, After reviewing this case, I was able to see that the location listed the reservation as a No Show indicating that the customer did not arrive to pick up the rental. Once listed as a No Show, the location proceeded as if the customer would not arrive that day. We apologize for any inconvenience this may have caused the customer. We have alerted our offices in Mexico of Mr. *******'s experience. They will review and apply coaching where necessary. As a show of goodwill, we would like to extend an offer of two free days towards our customer's next Alamo Rental in the US or Canada. Please let me know if the customer accepts this resolution. Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Alamo's show of goodwill and am looking forward to those two days of free rental. Beyond this I would like things to be well understood: I DID show up, so the Merida office claiming I did not is wrong. They had my flight number and my flight was only thirty minutes late. This airport agent must have known that my flight was barely late and that I was on my way. My impression is more that Alamo confirmed a booking that they were not able to honor. The next day both the airport and the downtown agencies had no car available and told me they may not have one for days. So why did Alamo even take my reservation? Had I been told there would be no availability on that day, I would have organized myself differently in advance, instead of having to scramble for taxis and buses at the last minute. In conclusion, I am glad this gesture will be made, but I am also hoping that this office will not keep confirming bookings that they cannot honor even days after the original time, and then hint that the client is at fault. Thanks.

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a car from this company on South Lindbergh on 12/06/15 and gave them a cashier's check for the purchase price. I was told I would receive the title in 10 days but I have not received it. I have contacted them and they are stalling for some reason. One time, I was told they had lost the title. One time, I was told they were giving me 10 days to try the car out before the provided the title. They are still holding one of the keys to the car and they have refused to surrender the key to me.

Desired Settlement: I would like for the company to provide the title and the key they are holding immediately.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Contact Name and Title: ******* ***** Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@erac.com Mr ******* called Enterprise on 12/21/15 asking about the status of his title paperwork and was told that his title had not been processed yet and it generally takes 10-14 working days to get processed. I then told Mr. ******* we would call him on 12-22-15 to give him the status of his title paperwork. His title paperwork was processed on 12-22-15.I left messages for Mr. ******* on 12-22, 12-23, 12-24 and finally made contact on 12-26 to let Mr. ******* know that his title was ready. He then asked if we can deliver the title paperwork and his 2nd set of keys to his apartment which we did on 12-26-2015.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Forced to purchase damgae waiver/Lied to by district manager about refund I went to the Enterprise location in Washington, MO on Saturday, 10/31/2015 to rent a vehicle. I was involved in an accident, the other party was responsible, however their insurance company had not offically accepted fault yet, so as of 10/31/2015 I was a self pay customer. I was told that since I only carried liability insurance on my own car, that I would have to purchase Enterprises' "Damage Waiver". They have signs posted in the store, as well as a little box on their contract that they make you inital, stating that purchasing this damage waiver is OPTIONAL. I brought this to the store managers attention, but he said he would refuse to rent to me unless I bought this damage waiver. No where does it say that the damage waiver is optional unless you only carry liability insurance, it plainly says its optional. I was forced to purchase it. The store manage told me he was pretty sure that the insurance company would pay for it. I rented from this location back in February of 2014, only carried liability insurance, and was not forced to purcahse this "optional" damage waiver. On Monday, November 2, 2015 the insuracne company accepted fault and authorized Enterprise to bill them directly but would NOT pay for the "optional" damage waiver that Enterprise forced me to buy. I called the Enterprise location after the insurance company authorized them to bill them directly to request the $200 deposit and cost of the rental that I paid on 10/31/2015 be returned to me since the insurance company authorized them to bill them directly. The person I was speaking with on the phone said that I had to stay ahead on the damage waiver so they wouldn't return all of my money, but said he would return $160 something dollars. He said "Ok, I am doing it right now, but it would take 24-48 hours." I said ok. On Wednesday, 11/4/2015 the money was still not back in my account, so I call the location. I said that the money wasn't returned yet and they tried to reassure me that it could take 48 hours. I said, ok well can you please send me some sort of confirmation that the refund was issued? He said yes he would fax it to me. After waiting about 3 hours for a fax of this confimration and never recieving, I drove over to the location. Turns on that on Monday, 11/2/2015 I had been speaking to their district manager, his name was ***** or ****? and he didn't issue my refund at all. He flat lied to me about issuing the refund. The store manager said that he could issue the refund right then and I said no, just wait until I return the vehicle that way there is no confusion. I returned to the vehicle on Friday 11/6/2015 without incident. I was refunded $243.45 and charged $118.93 for their "optional" damage waiver.

Desired Settlement: I would like my $118.93 back for the "optional" damage waiver I was forced to buy. They shouldn't say, and have signage everywhere saying, the its option when it isnt. No one could show me anywhere that said the damage waiver was optional UNLESS I only carried liability, It simply said Optional.

Business Response: Initial Business Response /* (1000, 11, 2016/01/08) */ Our Area Manager apologized to the customer directly. He has also refunded the full amount of $118.93 for the cost of protection. Customer is now satisfied. Initial Consumer Rebuttal /* (2000, 13, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: **** N *** *** Florissant, MO XXXXX November 16, 2015 I rented a car to go on business to Mississippi. They gave me a small car, and I asked them could the car make it to Mississippi. They told me it could and I would be fine. I had the car for four days. I drove the car and it would not go over 50 mph, and it stopped in Memphis Tennessee. I called road service and it took them 5 hours to come. I had to wait until morning, and at 8:30 am the arrived the next morning. They towed the car to the airport, and they gave me a car finally. I missed all my appointments. I had to take 4 days since the car stopped on me I only booked it for 3 days. The enterprise in Memphis told me the enterprise in St. Louis and would reimburse me for the trip or let me take the trip a second time with no charge. I returned the car in St. Louis, and I went to find the manager, and he was of no help. I asked him it is okay for me to book my reimbursement trip for December 21, 2015 that I make the trip again for a replacement. I had to remind him the boss in Tennessee said it would be free because he did not want to give me the trip. On December 21, 2015 they were suppose to pick me up at 5pm because they close at 6pm to get the car. I waited at home and nobody called and at 10 minutes after 5pm I called. Someone was yelling into the phone. They were laughing at me on the phone. I went down there and he denied everything and he claimed he never promised me this trip. They never picked me up. The manager told me to leave or he would call the police. He only set up the appointment in the beginning because they did not want me to contact the BBB. I have in no way been compensated or received any money on that trip.

Desired Settlement: $308 for the rent a car and gasoline.

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ Customer rented and had a roadside issue 11-17 said vehicle was riding rough. Our Memphis airport location switched customer out 11-17 9 am. On 11-17 at 4pm we left a message with the customer to perform customer care but received no response. On 11-19, the customer returned our vehicle and complained about the car and that she was late for meeting. Our Branch Manager apologized and took care of the entire cost of the rental. Though the she did not have to pay anything for the rental, the customer still stated it wasn't good enough. As a result, our Branch Manager offered her another free weekend on Enterprise, which she accepted as good. Upon the next rental on 12-21 we performed our standard process referred to as "CARP and Confirm" with the customer. CARP stands for "Customer Aware of Rental Process". This is a process we perform during the reservation process to eliminate any issues or customer concerns upon the actual rental date. During this process the customer confirmed prior to pickup she needed the rental and that she felt we should now pay for her hotel for her trip and all of her expenses including meals and her room for the 3 day trip. Our manager explained that when they last spoke they agreed on compensation for the rental as well as an additional weekend rental at no cost and that they were both in agreement that that was fair. He continued to explain that therefore, we would not be able to pay for her trip, including meals and hotel cost. The customer then stated that she would speak with our Branch Manager upon the pickup of the car. On 12-21 the customer came in and our manager reminded her that he would be happy to pay for the rental due to the issues she experienced but confirmed that we could not pay for her hotel and/or other expenses. She then became loud and started using profanity, yelling at employees and threatening our Branch Manager with legal action. She was disturbing other customers and talking about her experience within the office. Our Manager politely asked her to please calm down and stop disturbing the other renters that were in the office or he would have to ask her to leave. Upon that information termed our manager discriminative and racist. As the situation was continuing to escalate our manager thought the best decision was to call the police to have her escorted off of the premises. The police then came into the office talked to the customer and we notified the police of our conversations and situation. The manager then still offered to take the customer to another rental car location which she declined. The police then asked her to leave which she did. Our Branch Manager was very calm and patient with this customer throughout the process and handled the situation very well given the circumstance. According to our company's protocol we have decided to place this customer on the DNR (Do Not Rent) list as a result of our needing to involve law enforcement to diffuse her aggressive actions toward our customers and employees.

12/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On July 3rd 2015 I wrecked my dodge charger on the way to Columbia , I stopped in cape to pick up my rental , service was great no problem they gave me a ford fusion and I went on my way , few weeks later I return the vehicle , me and the guy do a walk around to see if there's any damage , we returned inside the building no damages were found , he refunded me my deposit I signed a paper and was waiting on my ride . then a lady walks up grabs the keys and says "let me go check " she comes back and says I found a small dent so we go look and she literally turns her head sideways at a angle and points out a very small dent they I couldn't see , so she then says you have to pay an deductible fee and I told her I didn't feel like I was responsible for that witch that could've been there when I picked the car up , she says well we gone bill it to you . I feel like if I signed papers and they refund me my money then there's no way they should be able to hold me responsible for that , and it caused my insurance to raise higher Product_Or_Service: Ford fusion

Desired Settlement: I feel like this should be cleared off my credit report and , they should be responsible for my insurance raising from 340$ to 511$ because they took it as a accident that was my fault

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Contact Name and Title: ***** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ***************@ehi.com Good afternoon, thank you for allowing us the opportunity to respond to the complaint received 12.21.15 for the above mentioned customer. The customer did in fact rent a vehicle from Enterprise on July 3, 2015 due to an insurance replacement vehicle as his personal vehicle was wrecked as previously stated. Enterprise directly billed the renters insurance company as a convenience for their allowed portion of the rental and the customer would be responsible for anything above what the insurance company authorizes, therefore a $50.00 deposit was received from customer. The insurance company stopped paying for the customers rental on August 2, 2015 due to customer reaching their rental policy max, and the vehicle was returned on August 3, 2015 in which the customer was responsible for the additional day. The refund the customer is referring to was the difference of the 1 day from his $50.00 deposit. At the onset of the rental experience, the Enterprise rep and the customer does a full walk around inspection of the vehicle in which both parties sign and agree to the condition of the vehicle. We are willing to provide the signed rental agreement by customer showing there was no damage on the initial check out of the rental. Upon return on August 3, 2015 the vehicle did return and there was a change in condition. The office then showed the customer the damages and preceded to fill out a change of condition report which is acknowledgment of the change of condition to the vehicle. This is what the customer is referring to as he mentioned he signed the papers. The customer was refunded the difference from his initial $50.00 deposit and the additional day he kept the vehicle. The rental balance is treated separately from the claim process as these are 2 different transactions. Our Damage Recovery Unit made several attempts to resolve this matter with the customer prior to getting the insurance company involved. Due to no cooperation from the customer, the Damage Recovery Unit proceeded in filing the claim with the customers insurance company. The Damage Recovery Unit provided the necessary information to the insurance company and payment was received for the damages less the customers $500.00 deductible which the insurance company advised us was the customers responsibility. The customer never paid their $500.00 deductible after multiple attempts to collect, therefore protocol was followed and the customer was eventually sent to collections. While we have no control over the customers history with their insurance company causing an increase in his premium, it is our stance that the $500.00 outstanding is the customers responsibility and we are entitled to be reimbursed for damages paid out on the vehicle rented by the customer. We can provide you the condition report which the customer signed at the beginning of the rental confirming there was no prior damage to the vehicle, as well as provide you the estimate and photos of the condition of the vehicle upon return by the customer. Please advise if you would like to receive this and we will kindly forward to you.

12/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am being charged after the fact for cleaning of an automobile that I rented. When my partner and I dropped off the vehicle, we specifically asked the receiving attendant if everything looked fine. She said everything looked great. The receiving attendant looked at both the inside and outside of the vehicle. There was no trash on the inside of the vehicle. Again we specifically verified with the receiving attendant that the rental was up to Alalmo's criteria. Almost a week later, there was suddenly a need for a $200 cleaning fee to be charged. If there was a problem, the receiving attendant should have notified us of that problem when we dropped off the vehicle. We will not pay this $200.00 fee.

Desired Settlement: Refund of $200.00 charged to my credit card without my authorization.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ We were able to reach out to the customer and after assessing the situation, we refunded the $200 to her credit card. However, we did explain that in the future, there will be a detail fee applied if she leaves the van in condition it was in when it was returned. She understood but wish someone would have mentioned it to her while she was at the office. We will make sure that are customers are aware of these possible charges going forward. Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No such conversation occurred with any representative from Alamo. All exchanges were done through email, which we have. All statements above are false. We never stated the things listed in Alamos response and the Alamo representative did not state what he claims he stated to us. The email from Mr. ****** simply stated that we would be refunded the full $200.00. All interactions with Alamo were done through email. We are glad the $200 was refunded as we returned the car in excellent condition. However, the false statements made above did not occur.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I had the worst experience with the Enterprise at 4 ***** ** *** ******* MO XXXXX. I was given a car that had a piece of trim fall off, then was given a car with expired license plate tags. I was told they would make that up to me and pick the car up when I no longer needed the rental. They did not even act like it was a big deal that the car that they gave me and I was paying for had expired license plates and making me a target to get pulled over by police. When I was done with the rental I called and told them to come pick the car up, but they wouldnt and I kept getting the run around over and over. I eventually had to call the corporate office because they wouldnt pick the car up. I finally got a call from the district manager who also gave me the run around and just made excuses for that office on why they didnt pick the car up. After speaking with the district manager they finally came and got the car and I was told they would be calling me and letting me know the final charges I would have to pay. I missed the call from the manager of that location but he left a voicemail stating that the total charges would be $600. I had already paid a total of $594 to rent the cars, so I called to confirm that I would only be charged an additional $6 and the manager confirmed that. Of course I was actually charged another $600 and not just the $6 I was told. I have called many times and just get the run around about my refund. Corporate office says I have to speak with the district manager but she will not return my calls. Here are the 2 rental agreement numbers that I have: ****** **** & ****** ******. The district manager that is supposed to handle the refund is ******* *********** am actually leaving out a bunch of other stuff that has happened, but all I care about is my refund.

Desired Settlement: I want my refund for the $594 I am owed. It is that simple. When I call the corporate number they even show that I am only supposed to be charged a total of $600, but say they can't refund me only the district manager can.

Business Response: Initial Business Response /* (1000, 8, 2015/11/16) */ The customer got into a car on 3/27 for a ****** claim and was in the car until we needed to rewrite the contract. The total bill was $913.22 and ****** approved to pay $385.00 (a last day was set on 4/06-I believe this was a total loss because a settlement was made). The customer paid $528.22 and the contract was rewritten (ticket number DXXXXXX). We rewrote Mr. **** as a retail deal to ensure ****** received their portion of the previous bill under ticket number DXXXXXX. This rental was from 4/28-6/2, however, there was some confusion in returning the car. Mr. **** called stating he needed to return the car but the plates were expired on the rental. We were unable to find the car at his place of employment and the confusion escalated. He called in a corporate concern which is when I talked to the customer the first time. Over the course of the next couple days I talked to the customer, apologized for the expired tags (told him we would make it up to him) and located the car and keys (which I believe ended up at a local repair shop if I remember correctly.) We ironed things out on 6/2 but because of the confusion we backdated the return of the ticket until 5/26 to ensure he wouldn't be charged from 5/26 to 6/2. We also wrote off $49.48 of the rental to try to make it up to him from a customer service perspective. This made his total $600 even, which we charged to his Visa card that was physically swiped on file. Mr. **** and I missed each other's calls last week but I was able to talk with him today. He is under the impression we owe him $594. I started to ask him questions about the time frame of the two rentals, tried to map out total amounts less what ****** approved for payment, told him about the backdating of the second contract and writing off $50. Mr. **** cut me off each time I tried to talk, was very short with me, asked me point blank if I was going to refund the money (I told him I needed to get more clarifying information on what he thinks needs to be refunded) and then he disconnected the phone call. Based on the above two contracts, timelines, and what we have already given back (both times on a contract and the extra $49.48) I do not believe we overcharged Mr. ****. I wanted to make contact with him to ask more questions and get some clarifying information but I was hung up on. It is my decision to not refund anything at this time.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since July of 2015 until today (November 4th) I have made more than a dozen phone calls, and emails and spent hours of the phone to Enterprise Rental Car representatives regarding the bill for damage to a rental car. The issue had been resolved, but Enterprise has just reopened the case and reinstated a charge in the amount of $125.00 that they had agreed to remove.In July of 2015 I rented a car from the airport location of Enterprise at Natural Bridge Road in St. Louis. When I returned the car Enterprise employee (Employee Number: ****** or perhaps ******* noticed damage to the front bumper on the drivers side. I acknowledged that this damage happened while I was in possession of the car and I signed off on my responsibility for that repair. He then walked around the car several times looking for further damage and found a paint ripple on the passengers side door which he labeled a dent and without my permission added to the report after I had signed it.I protested that the ripple had been there when I rented the car. After reviewing the videotape made of the car as it left the lot the manager of the location, ****, agreed that the damage had been there before I rented the car. He agreed to have it removed from the bill. This was later confirmed by Damage Recovery Unit representative ********* Staley.My American Express card services provides insurance that covered the cost of my deductible. American Express Service issued payment to Enterprise for the amount agreed upon by ********* Staley of the Damage Recovery Unit of Enterprise. She removed the $125.00 cost of repairing the paint ripple that had been confirmed by the location manager ****.Yesterday, I received a bill from Enterprise Damage Recovery Unit for the $125.00 that had supposedly been removed. My attempts to reach ********* ****** and the DRU have been unsuccessful. I would like that charge removed permanently and this over three-month-long stressful episode to be finally resolved. Product_Or_Service: Enterprise Car Rental Account_Number: XXXXXXXX

Desired Settlement: I would like the charge of $125.00 for the repair of passenger side paint damage to be permanently removed. The damage had been there when I rented the car as confirmed by ****, the Enterprise location manager. The removal of that charged agreed to by **** and the Damage Recovery Unit.

Business Response: Initial Business Response /* (1000, 7, 2015/11/09) */ National Rent A Car Damage Recovery Unit **** *** XXXXXX Kansas City, MO XXXXX-XXXX BBB of St. Louis MO Online Inquiry Re: Inquiry - ************, ***** National Rent A Car Claim Number: XXXXXXXX Your File Number: XXXXXXX We are in receipt of your inquiry dated November 5th, 2015, outlining the request from ***** ************ filed with your office. This office handles damage claims for National Rent A Car. We appreciate you giving us an opportunity to investigate this matter further. ***** ************ rented a car from National's St. Louis Airport location on July 12th 2015 and returned it on July 15th, 2015. The rental vehicle was returned with damage to the front bumper. On August 6th, 2015 we received a letter from Ms. ************, dated July 28th, 2015, in which she disputed the damage to the right front door. The repair to this door was included on the estimate, along with the repair to the front bumper. Her letter indicated that the damage to the door did not occur during her rental period. On August 6th, 2015 our office received an email from the branch manager of the St. Louis airport confirming Ms. ************ would not be held responsible for the damage on the right front door. Our office received payment from Ms. ************'s insurance company and credit card company for the amount of the claim less the repair to the right front door. On October 29th 2015, our office erroneously sent a letter to Ms. ************ indicating that she owed the balance for the right front door repair in the amount of $125. Upon realizing the error, our office called Ms. ************ on November 9th, 2015, left a message to explain the mistake, and sent another letter confirming the claim would be closed with no balance owed. We would like to apologize for this error. Our claim remains closed. Should you have any additional questions, please contact our office at the number below. Sincerely, **** ****** Analyst Tulsa Damage Recovery Unit XXX-XXX-XXXX

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car from a local office and have called, emailed and filed several reports with none of them have been answered. This is unacceptable service and demand to get my item returned. I was given a reference # of XXXXXXXX.It's like it goes to a dead letter box. I had requested Enterprise contact the local office where I rented the car and they refused.I have not recieved my item that was left at the office and confirmed by them that they had it and am requesting $79.99 to cover the replacement cost. Product_Or_Service: Rental car Account_Number: ******

Desired Settlement: I left a coat in the local office which was a LLBeam wind proff fleece jacket. Replacemtn cost is &79.99.

Business Response: Initial Business Response /* (1000, 7, 2015/11/10) */ I can confirm this has now been resolved to Mr ******'s satisfaction. We were unable to locate the item of clothing and have issued him with a cheque for the value of $79.99 as requested. If you would like more information or I can help with anything else please contact me directly. Kind Regards **** **** ******** Area Manager - North of Scotland Initial Consumer Rebuttal /* (2000, 9, 2015/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Unacceptable it took 3 months to resolve this issue but will accept the payment sent.

11/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car from this location for the week of Oct 11-16. When picking up the car, I noticed when leaving the lot the gas tank was a little over 3/4 full, but definitely not on full. When I returned the vehicle on Oct 16, I stopped less than a mile away from the National rental car agency and filled up. When I dropped the car off, the person checking me out gave me a total price and handed me the receipt. It wasn't till I turned in my expenses did I realize that National had charged me additional money as an expense for gas for the car not being filled up. At no time during the check out process did the attendant say," by the way we have added $6.61 to your bill because the car was not filled up". I think National by doing this is trying to make extra money on the total rental charge and is scamming people in the process. I believe this was a deliberate action on their part and they hoped I would not catch what they did. I can only imagine how many other individuals have gone through a similar situation as mine, but did not realize they were charged. I am now the one who has to deal with my expense reporting company, American Express and my company where I work to take care of this overbilled item. It is a nightmare to get this kind of issue resolved on my end.- A mistake that I shouldn't have had to deal with. Product_Or_Service: Rental car Account_Number: XXXXXXXXX

Desired Settlement: I think National needs to ALWAYS let the customer know if there are additional charges attached to the final check out charge so that the customer can question or dispute the additional charges at the time of the transaction. I would like a written apology from the manager of this location and see a change in the process of check out to inform people of any additional charges added to their bill other than the rental charge itself.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Spoke with customer and he was extremely upset and was positive that we are scam artists. I apologized for the charge and I will follow up with the employee that handled his return. He got extremely hostile on the phone and stated that he does not think I will do anything about it and I will encourage them to continue to charge for fuel when it's full. He started cursing and saying that we have no morals and said I was probably the one who personally told them to charge so we can make more money. I remained calm and stated that his statement was untrue and not how we do business. He started cursing and saying that I keep lying to him over the phone. I calmly told him that I do not appreciate him questioning my integrity. He kept going on and cursing. I told to please stop cursing and he eventually and explained that his refund has been processed and I will personally retrain my return agents on how they review the rental charges upon return.

10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My traveling for many years which always included a car rental did not prepare me for the "inspection" by the Catania, Italy team! The car, a Volvo, was circled and examined numerous times by two employees. They were obviously trained to examine the car in minute detail. So eventually they declared a mark on the front right tire was my responsibility. When I had picked up the car the survey of the car was not anywhere near as thorough although I made some notations on the form. I submit that neither Enterprise nor I could prove responsibility of the tire mark. To my eyes the mark looked old. Unless the car had been suspended on a lift before and after the rental there was no way anyone could say when the mark was made. Now that I have returned to California there is an additional charge of $352.56! I would say that no matter who put the mark on the tire it should be considered normal wear and tear of a car tire. I did not drive off road or on dirt roads. However, if you are familiar with roads in Sicily particularly the cobble stone roads (probably a 1500 years old), the road conditions are difficult in Sicily no matter where you drive. I think that the office at the Catania airport is a scam operation looking to fleece unsuspecting foreign tourists as they run to catch their flight. I have rented cars from Enterprise in California for years (my car repair store is near one of your franchises) and have never had any problems. Please refund ($352. 56 + $9.51). I have photos of the car tires and employees if needed. Note: I was expecting a 313.49 euro charge for the car on the reservation. My statement shows two charges of $352.56 ( + $9.51) & $339.68 (+$9.17). I'm not sure which one was for the tire. Reservation # XXX XXX XXX I filled out a problem report June 23, 2015; I talked to **** in Chicago June 29, 2015; he said he filled out a problem report;Tried to call back August 25, 2015; none of the phone numbers got me to a customer support person ; Product_Or_Service: car rental Account_Number: Reservation # XXXXXX

Desired Settlement: Please refund ($352. 56 + $9.51). I have photos of the car tire and employees if needed.

Business Response: Initial Business Response /* (1000, 18, 2015/10/22) */ We received information from our partners in Italy who confirmed that the damage charges are valid due to the vehicle being returned in a condition different than it was rented. As a goodwill gesture, I am willing to offer a partial reimbursement to help alleviate the cost to the customer. I can send a check for $100 USD to the customer. Also, I will send 3 Free Days for a future Airport Rental in the US or Canada to give us a shot again in the future. Please let me know their response. If they accept, I will need their mailing address so that the check can be processed and sent. ***** ****** Enterprise Holdings, Inc. Business Support Specialist Tel: ************ Fax: ************ Email: **************@ehi.com

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: THE Residence Hall Suite, ** *** ****** ********* XXXXX Cannes, France I picked up my rental car in Cannes and returned it in Nice at the Train Station.When I picked up the car in Cannes it had a couple of small smudges on the rear bumper. The rental agent said that the smudges were insignificant. We continued the inspection of the car and found a small nearly unnoticeable scratch on the hood. The agent in Cannes told me she would note the damages we found on the rental agreement and wrote something in French in the right hand column of the agreement.Upon return of the car in Nice, the agent stated that I needed to pay for repair of the rear bumper smudges. I told her, no, they are noted on the contract. When she read the agreement, she stated the agreement only noted the hood scratch and did not state anything regarding the bumper. When we called Cannes, the Cannes agent said she could not remember.Enterprise has charged my credit card $1,022.53 for damage that I did not cause. I typically rent through National and rented this car through the alliance between National and Enterprise. In the past 12+ months I have rented cars for more than 100 days without incident. I feel the Enterprise Agents in France took advantage of the language barrier and wrongly charged my card fro the amount quoted. I have contacted Enterprise Customer Service upon my return to the US and sent the before and after pictures. It has been almost a month and Enterprise has refused to get back to me to resolve the issue. Product_Or_Service: Car Rental

Desired Settlement: I would like Enterprise to evaluate the before and after pictures I provided and my statement (provided in writing both at the return counter and via e-mail) and resolve the billing dispute.

Business Response: Initial Business Response /* (1000, 12, 2015/10/20) */ Contact Name and Title: **** *** *********** Contact Email: ************@ehi.com Dear Sir, First of all, we would like to thank you for your rental with Enterprise rent-a-car. After investigation, our accident department has confirmed that the car registered ********* wasn't damaged during your rental period because the damages were already on the vehicle before your rent. Therefore, we have refunded you a total of 850, 00 Euros directly to your credit card. We are sincerely apologize for all this matter. Yours sincerely, Service Assurance

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Enterprise Leasing offered me a "$200.00 Refund upon Return" which their Agent, ****, wrote on their rental contract under "Additional Information" from Enterprise, *****, MO location on 9.4.2015. Myy credit card statement charges do not reflect the $200.00 refund. The rental had been returned to ***** Enterprise location by 9:00am on 9.14.15 of rental ending. I went to ***** Enterprise Location, on 10.8.2015, at approx.12:30pm to get my promised $200.00 refund. The manger on duty and myself went through the charges for the rental: $399.95 for a weekly vehicle rental (Friday 9.4.15 to Friday 9.11.15) plus 9.12, 9.13 (They are closed Sunday so you can't return the vehicle, thus charges for another day) 9.14.15, at $79.99 per day, totaling $239.97. Additional charges were: DW Insurance, $19.95 per day, $199.90 total, and $13.80 per day for SLP. Total sum of charges billed to my card: $995.52. If a refund had been honored, total would have been $795.52. Thus, no refund of any kind has, or was, given to me as promised and written on my contract with Enterprise. I called Enterprise's Customer Service, (XXX-XXX-XXXX) at 2:29pm today again to clear up the matter. I spoke with, ***** another Manager. We went through the charges again. I told her I had not been given a $200.00 Refund as promised and written on the rental contract. She would not honor the Refund. When I asked her if I should contact the BBB, she said "Do what you have to." When I told her I began a dispute of the charges with my Credit Card company she replied, "We will just let that go through it's process." I asked her if she wanted me to fax a copy of the contract with the promised refund on it and she said, "No."I tried available channels to me to clear this up with Enterprise and no one seemed to care about honoring their offered Refund, or retaining a 15+ year business customer. This was their offer, they did not, or by this date have honor it, although it was clearly offered and written by Enterprise on our agreed contract. Product_Or_Service: Vehicle Rental Order_Number: XXXXXX Account_Number: Rental Agreement ***

Desired Settlement: Enterprise promised me a "$200.00 Refund Upon Return", it was written by their Agent on their contract. I did not disputed the charges with Enterprise Agents today, 10.8.15. But, I want them to honor their promised $200.00 Refund and deduct the $200.00 Refund from the total charges, bringing the total charges for the vehicle rental from $995.52 to $795.52. I ask the desired resolution to this matter be: Enterprise honor their $200.00 Refund to me reducing the total charges billed by $200.00.

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ We spoke with the customer and apologized for the mix-up. We have refunded the customer the full amount of $200.00.

10/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Enclosed detailed information

Desired Settlement: Refund some of my money and explain why I was paying daily and weekly rates, and why my account was all over the place

Business Response: Initial Business Response /* (1000, 11, 2015/07/06) */ **** ********, Area Manager, spoke with customer ******* ****** in an effort to resolve her concerns. Ms. ****** had a reservation with the employee discount applied but she didn't' qualify for this discount. The maximum length of rental for an employee discount deal is 14 days, which we notified her of. It was a struggle to get her to come back into the office to take care of the bill and to rewrite the contract. We attempted to explain this to her multiple times but she was less than understanding. In the end she got the car much cheaper than she should have.

9/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: When I picked up the rental car C4 Citroen, which was supposed to be a C5 Citroen, which is smaller than the C5 even though I paid an upgrade charge.. I was told to bring the car back at tank, because the car had not yet been cleaned and was filthy on the outside. After a walk though of the car while I was watching, **** told me to walk around the car to see if I saw any damage. I didn't see any beyond the dirt. **** never looked for any spare tire when inspecting the car. During the rental there were automobile difficulties with the A/C not working and the transmission slipping when going up on a hill. Upon return of the vehicle the agent, I told the agent (******* ********) of this and he glossed over what I told him to prepare the automobile to be rented out again. (******* ********) charged me 1000 Euro for a missing tire and also charged for fuel despite the rental agreement saying 1/2 tank for free that **** wrote. ******* continued to interrogate me on why would **** give you half a tank for free as if I was lying. He then added that I returned the automobile without the spare tire and gear. I didn't even get a flat tire so why would I dismantle the trunk to see if there was a spare tire. The car wasn't even properly inspected so I'm very sure it was missing from a previous rental. I was disrespected by the agents in French, but they didn't know I understood French as I was born in Canada. I contacted customer service and only the gasoline was offered to be returned. Later correspondence indicated I would receive a refund of 807.25 Euros within 20 days of August 11th. It has been over a month and I haven't received a refund of anything as of yet! Product_Or_Service: Car Rental

Desired Settlement: I would like a complete refund of the extra charges I was charged.

Business Response: Initial Business Response /* (1000, 6, 2015/09/24) */ Contact Name and Title: ********* Coordinator Contact Email: ****************@ehi.com Dear Sir, We acknowledge receipt of your request. First of all, we thank you for your rental with Enterprise and we appreciate your feedback. Before a vehicle leaves a branch, it is standard policy to ensure that every vehicle is quality checked for cleanliness and safety, and maintained to the highest standard. At Enterprise, we consider the safety and comfort of our customers to be of the greatest importance. We regret that you did not find this standard when you picked up the booked vehicle at our location in Roissy. We thank you for taking time advising us the inconvenience you met with the hired vehicle. We warned the manager of the rental location to prevent any recurrence. As a compensation, the rental agent offered you half a tank, and yet, fuel was charged to you when you returned the vehicle. Further to verification, our customer service corrected your invoice and cancelled the fuel charge. Furthermore, you had been charged for an excess, our damage recovery department also amended your invoice to the exact repair fees and confirmed a refund of 807.25. Our accounts department met a little delay in refunding customers, please apologize for this. Both amounts have now been credited directly to the credit card you presented on your first rental day. It should appear on your bank account in the coming days. We hope to be able to demonstrate the quality of our service to you on another occasion. Yours faithfully, ****** ********* Customer Service coordinator

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Caused minor damage to a rental vehicle while working for my employer (*******************) in Vancouver, BC. Reported damage upon return of the vehicle and left contact information. Received phone call from their Canadian damage recovery unit claiming that the car had no insurance coverage while driving in Canada and claimed I owed them the full cost of repairs. I gave them further information to help them locate our vehicle insurance (covered through AON, for the record). At the end of the call I asked the representative, one **** ****** if I needed to do anything else, to which he replied "no". Two weeks later I received a notice that (still the full amount of repairs!) had been put into collections. I checked my FICO, and sure enough, a derogatory mention had been made on my credit report. Totally unacceptable, and when I called back to confront **** about it, he claimed that it was an automated process and there was nothing he could do about it. He also continued to claim that we had no insurance on the vehicle.Several months later, hundreds of hours on the phone and writing emails, including receiving a 6:25 AM call from a collections agent for them, and I FINALLY at least have a collections notice for the proper amount, and even after all that they drug their feet for more than a week getting me a W-8-BEN-E form so that I could actually execute payment. During this whole process they have only a single time responded to a phone call or email, and that was during our initial exchange. Product_Or_Service: Damage remittance for a rental car Account_Number: claim #XXXXXXXX

Desired Settlement: There's no way a collections notice should have ever been filed against me. I require a correction made to my credit report and an apology from the company.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ We originally spoke with this customer on 04/10 he was under the impression that his corp rates had DW inclusive. We reached out to the ADR team that confirmed he did not. We then left multiple calls and voicemails for the customer and he did not respond. Eventually he responded and gave us insurance info. His insurance paid for damages less a $1000 deductible 05/29. We spoke with customer on 06/10 and explained the deductible. He said payment would be issued. No payment was received and multiple attempts were made to reach the customer again. On 6/25 he emailed that he would follow up with his finance dept for the chq but never updated us. On 08/25 with still no response we sent the file to collections and made risk management aware. The customer the responded to us via email as a result of collections reaching out to him on 09/02. As the file is currently with the collections company we have directed him to settle the file with them. The W8BEN form had never been requested prior to 09/14 and was provided to him on 09/15. If you have any additional questions please let me know.

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: i calkled several enterprise dealers looking for a terrin they all said come in we have 40 different lenders we will guaranteed u financing for the terrin. i told them oii had bad credit weven told them, my credit score 471 and i wasted 3 days with enterprise i also told them i only had a 2015 jeep patriot sport i owe 11 thopus its been appraised out at 15-17thous i \told them i had no other money to put down enterprise lied to me tried to put me in a different vehicle and wasted my time. enterprise r liars npo one shd buy from them

Desired Settlement: enterprise shd put me in the black terrin with 8 thousand miles which they said they wld do first they shd not lie just to get people in then try to sell them what they dont want after they promised this vehicle

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ I'm certainly sorry for any frustration caused by anyone on my team. I've reviewed the details with all 3 of our locations to uncover what occurred. I'm confident that after completing a thorough investigation into the events that there were no lies communicated to our customer but I do agree that we failed in providing the best customer service possible. I did call and speak with our customer and discussed the details of what happened. She was appreciative for my time. I did agree to dig more into the actual approval to communicate with her myself on exactly what the details of the approval are. She thanked me for that.

8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Dear Sir/Madam. On 8/3/15, I rented a car from Alamo, which also owned by Enterprise. After returning the car, with an extension of two days, my credit card was charged for two payments $200.56 and $166.58. After checking my credit card balance, it was discovered that there was an hold for $166.58, and after several days, it was not reverse. my credit card company advised me to contact Enterprise which is the name the hold is on. after numerous calls to both, Alamo and Enterprise car rentals, I was send from to the other, and was subsequently given two different numbers to call, which I did on several occasions but to no avail, since no one would answer the phone; however, I did leave several messages for the personnel's whose phones I had made contact with, but no one has return my calls. I am therefore, lodging a complain with the Better Business Bureau against theses two companies and to resolve this issue. Product_Or_Service: Car Order_Number: XXXXXXXXXX

Desired Settlement: I hope that this complain and the many more received of this unprofessional and unethical conducts of these two companies will resolve this issue.

Business Response: Final Consumer Response /* (2000, 7, 2015/08/28) */ Thank you BBB, the problem has been resolved.

8/24/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was told when I rented a car that I needed insurance. I told him I had my own insurance. He said I needed their insurance for $17 so I took it. I returned the car to the body shop. I discovered on my credit card a charge $272.90. I did not damage the car and should not be responsible for any damage. I had the car for 9 days and I paid extra to be covered by insurance all that time. I contacted them and was told the insurance was $20 per day but that was not what I was told.

Desired Settlement: I would like the company to refund $150.00 in a timely manner.

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ Enterprise has attempted to contact the customer via phone 2x's to talk about and resolve the situation, with no response.

8/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: From6/3-6/29 I rented a car from the Mapelwood enterprise I was dealing with **** store manager. Upfront I paid $200 deposit and $130 for 1 week rental (I rented by the week bc I didn't know how long I would need it). On 6/9 I made a $133 money order payment after hours they told me to slide under door. On 6/15 made payment by cashiers check to ****. Then on 6/22 under the door after hours. On 6/29 I returned the car they told me I owed $70. There is no way that's possible when making payments weekly. Turns out the last money order (6/22) and (6/9) weren't credited and they still had the 6/22 money order never was taken to the bank. They told me to leave and they would have **** call me. He never did so after waiting all day I got ahold of him he said he was working on it. On the 6/30 he said it was taken care of and would mail refund and deposit checks. My husband and I are on the road with work so we have no forwarding address and need the money to help with all those expenses. **** said it should be no problem I will speak to accounting. So long story short after calling **** multiple times he said 7/3 my husband could pick up check from corporate. He went on wild goose chase and came out with nothing still. On 7/27 called **** again still no check. He wanted to call me back and give me full attn still no call back. I then called area mgr Augnest on 7/30 who was going to have check overnighted. I called him 8/11 to find out why I haven't received my check had to leave vm. 8/12 called bc I didn't hear from him and left another by. Finally he called back and said he is calling accounting and will call me by the end of day.

Desired Settlement: I have used enterprise before and was pleased. This time I am utterly disgusted with them. I have NEVER had to deal with such unprofessional adults in my life. I've worked customer service and would have been fired if I treated a customer this way. I'm trying to get MY money back, I paid like I should but cannot get my money back for 2 months. That's ridiculous. I will NEVER use enterprise again!

Business Response: This was already handled previously. We have sent the customer two refund checks to two different addresses and she claims that she has not received any of them. I have verified that the address is correct and spoke with her again today. The Area Manager, ***** ********* has another refund check in his possession and will be personally bringing it to her on Tuesday 8/18 when she is back in town. Customer is receiving her refund in full.

8/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Reserved a vehicle with Enterprise for a standard sized vehicle, when I went to pick up the vehicle, the location told me that the vehicle that I reserved is not available and requested that I call around town to find one myself. I called their 1800 number and was told that there is a car available, but at a much higher rate. I asked them to price match the original reservation, they declined and suddenly the vehicle is no longer available and will never be available.

Desired Settlement: Cash compensation for price difference between my reservation and the cost of the rental car that I must order from another company - and for my time that was wasted.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ Our Area Manager reached out to Mr. *** and we were informed that he was no longer at the number listed. this reservation was a one way rental that was booked for first thing that morning and we didn't have a vehicle to fulfill it. the branch called to let him know that they would call him as soon as we had availability and then we couldn't get ahold of him.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On June 6th 2015 I rented a vehicle from the location on West Florissant, ****** was my assistant. They put me in a 2015 Ford Focus. A week an a half later the vehicle on June 12th 2015 (Friday night) at about 8:50PM I tried to leave to go to my evening job and the vehicle would not start It kept saying No key detected. I called roadside assistance to help and they sent someone out. Triple A showed up at my house around 10:30PM and he could not fix the vehicle (he tried jumping it and other things) he said it was a security issue and I would have to call the local office and get it towed, and get a new rental vehicle. I called roadside back to see what they could do for me, but the local branch closed at 10PM and wouldnt open until 6AM the next morning, but she was leaving a note on my account saying I had to be at work at 8AM and the Airport location opened at 6AM and for me to call them. So I waited until the morning to call the Airport location to see if they could help me. They couldnt since I didnt get the rental from there originally. My branch didnt open until 9AM and I had to be at work at 8AM. I began calling them 2 minutes until 9AM and I was hung up on 4 times by **** (an employee). Finally at 9:05AM I got ****** on the phone and he said he was sorry and he would have a new vehicle to my house in 30 minutes. I again stressed I had to be at work and how I was already late. Around 10AM I started calling ****** because he still wasnt at my house with a new vehicle. And I was given every excuse from the other employees but never spoke with ******. Finally at 10:52AM the driver pulls in my driveway and I go outside, I realize no one followed him to my house so I had to drive him back to the branch. Making me later for my job, and inconveniencing me yet again. I got to my job at 11:23AM and I got fired from my job for missing, I was a lead and they only schedule so many leads per Saturday, and I didnt give a notice because I was going by what ****** was telling me. I called Enterprise corporate number on Monday June 15th 2015 and never receive a call from a manager, when I call the call center everyone tells me they are the manager and I should get a call back in 2-3 days from a higher up, and I have yet to have one. Finally I did some research and found out the area managers name ***** ***** (sp?) I called him on 4 separate occasions from June 17th and finally received a callback from him on June 25th 2015 at 3:33PM. He apologized for everything and said I slipped through the cracks and asked what he could do to make this right. So we decided to waive the previous days on the rental and start it from the day we spoke (June 25th) and the money I paid in ($235) would start from that day. My daily rate was $24.64 so I the amount would carry me over 9 days. So we ended the call, on July 3rd the local branch began calling and said they needed payment I let them know I didnt have a job but I would be in the following Friday when my boyfriend got paid to bring in payment. **** (manager) said that was fine. On July 9th they called and said they needed the car back or payment I tried to talk to them and let them know what **** and I had discussed but they said they needed it back. I brought it back that evening about 15 minutes before close. They had 6 people in the waiting room and only 3 workers; I was not going to wait. I dropped the keys off and I asked for an itemized **** of charges. **** opened the door for me and I left. I never received a call. On July 17th I received a **** in the mail for $602.79 charging me for 34 days of rental. I called the local branch to figure it out and ****** said he was busy and would give me a call back, I asked when, he said by Monday July 20th. I waited and didnt receive a call so on Tuesday July 21st I called him and asked about it. My first phone call, Austin asked who it was and I said my name, he put me on hold, then **** came back and said ****** was busy, so I said it was very important and I would wait, I waited on hold for 15 minutes and 28 seconds, and they picked up and hung up so I called back and waited on hold for 5 minutes and 13 seconds before getting ******. He said my agreement to waive the amount was voided out since I didnt make payment at the time of returning the vehicle. I asked him how that could be when he wasnt on the phone and ***** never said that. I told him there was no way I would pay that amount when I have an agreement and they knew I wasnt going to pay when I dropped the vehicle off form our previous conversations. I called corporate again and at 1:29PM ***** ***** called me on my cellphone and talked very rude to me, yelling and over talking me, he wouldnt even allow me to get a word in edgewise. Finally he asked what the problem was and I was able to get my point out, he told me ****** would call me back in 10 minutes with a finalized amount. ****** did not call yet again; he finally called on Thursday July 23rd, 2 days later. He said the amount I owed was $352.00 which I told him there was no way, first of all it would never be a perfect dollar amount like that (well not likely) and second that was extremely high still. I told ****** to not call my phone and that I had contacted corporate with a complaint and it was about him so I would rather not talk to him, and I disconnected the call. 10 minutes later my phone rang again and I thought it was finally corporate calling back, but it was just ****** calling to ask why I put a complaint on him and that the actual amount I owed was $187.00. I asked him nicely to stop calling and he was just making dollar amounts up. Ive called corporate 3 times since this and still have not received a call. Ive wrote on their Facebook page to get a live response, since I got an email saying I would get a call and havent received on yet. Product_Or_Service: Rental Vehicle Order_Number: ****** Account_Number: FCXXXXXXXXXXX

Desired Settlement: I am looking for Enterprise to finally take accountability. I would first like a call from a higher up manager, so this matter can be addressed. I am also looking for compensation for my lost wages, and a full refund. Along with a personal apology from all parties involved. Also I would like this balance to be dissolved so my credit is not affected off of their mess up. This experience has been nothing but a headache and I am still experiencing it without the vehicle.

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ Spoke with ****** in regards to the rental in questions. Our branch failed to follow our deposit requirements with the renter putting her behind in amount due. They also failed to communicate and listen to issues regarding a vehicle issue. The area manager did not properly train nor communicate to the branch mangaer nor the customer and ultimately did not uphold our company's founding values. I have refunded the balance owed to this customer and also communicated that the branch manager apologize to the customer for the lack of service and issues here within.

7/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I wanted to rent a car for my trip to Rome Italy and after researching many rent-a-car companies and comparing prices I decided on Enterprise since the price was right and I trusted their name. In addition I purchase collision, fire and theft.When I arrive in Rome to pick up the car I was told that I had a 1,000 euro deductible and that I would have to pay an additional $177.18 more for non-deductible. I had no alternative so I paid it.Nowhere on the paperwork on line did it say anything about the collision, fire and theft had a deductible. When I returned home I complained to Enterprise asking them to show me where in their online paperwork did it say I was purchasing collision with a deductible. Enterprise never produced any document to that effect and did nothing but try to evade my questions. After a lengthy dialogue they finally denied my claim.I ask you, how can anyone compare prices on line if you dont know what youre paying for? In my opinion this is a clear case of false advertising in order to lure customers into a purchase not knowing that the package price you are comparing with others is not the same.

Desired Settlement: A refund of $177.18 for additional charges that I was lead to believe were covered.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Contact Name and Title: ***** ** BSS CS Dept Contact Phone: XXX-XXX-XXXX Contact Email: **************@ehi.com Good Morning, We've reached to Mr. ******* as recently as 7/22 regarding this claim. Mr. ******* purchased the basic Collision Damage Waiver package which includes a deductible. Once he arrived to the counter he purchased an additional item (Zero Excess Package). Because Mr. ******* signed for and purchased the additional item, it is a valid charge and will not be refunded. I was not privy to view Mr. *******'s email confirmation sent from his 3rd party booking agency so I am not able to speak towards the details of the message. For Mr. *******'s experience and to help better our relationship with him directly, I am willing to offer Two Free Day Vouchers towards his next US/Canadian AIRPORT LOCATION Rental. Please let me know if Mr. ******* accepts our offer.

7/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I rented a vehicle from this company on 6/8/2015. Before I drove off with the vehicle, there were scratches on the hood and the bumper. The agent marked it off on the pink ticket. There were additional scratches on the passenger side on the lower rudder. We pointed it out to the agent. He told me that was nothing and they could buff it out. We took pictures of these scratches before we left the lot. On 7/5 we called Enterprise to extend the rental because our vehicle was not finished. Enterprise requested to check the vehicle out. The agent checked it out and I gave him the pink sheet. The agent started handing us items out the car. I told him we were not returning the car. He returns the items to the car. He gave us a new pink sheet and acknowledged the damage on the pink sheet. On 7/11, we went to the dealership where our car was located. I went in to the Enterprise and the agent took the pink slip. The snatched away the pink slip and the keys. The agent went outside and looked at the vehicle. The manager came up and Said he wanted to bring something to our attention. He pointed some damage to the vehicle and we told him we didn't do it. The manager said he could buff it out. He brought us back to his office. He gave us an accident report. The manager gave me the accident report to sign and I refused to sign it. I called their corporate office and they claimed the scratch was not on there when I got the car. They let me know I would be responsible for the damage. I told them I was not in an accident. The agent from Enterprise also took my Visa and didn't tell me they had it. They gave me a ticket that says pending but they have not charged my card for anything. They are still trying to charge me for the damage.

Desired Settlement: I would like to drop the damage charges.

Business Response: Initial Business Response /* (1000, 7, 2015/07/29) */ Our Loss control department as the DRU has contacted the customer about the damage. Damage was found by the Manager as the customer returned the vehicle. We look at multiple prior contracts and no damage is marked from multiple rentals, customers and employees. The damage is over $2,000 of damage to the entire side of the rental and our manager would not have said this damage could have been buffed out. This damage was caused by the renter and they are responsible for the caused damage.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rented two cars about two weeks ago. I returned one of the cars on 07/20/15 because I had exhausted by rental allowance from my insurance company, AAA. I had to rent another car on my own and used a different credit card for 07/13, 14 & 15. On 07/15/15, I turned in the second rental car and I had used a different credit card than the card I used when I rented the first car. On the second rental they froze $300 of my bank account. When I turned in the second car, I asked how long it would be before the would release the $300. They told me it would be a couple of days. I started checking after a couple of days and the $300 hold was still on my account. I am dissatisfied because they still have not released the hold on 07/21/15. Both cars have been returned and there was no damage to either car. I called the headquarters company and was told each individual office is responsible for the holds on accounts of customers. I talked to the St Peters office and they said they would check with the financial department and call me back. I did not receive a call.

Desired Settlement: I would like for the company to release the $300 hold on my bank account immediately.

Business Response: Final Consumer Response /* (2000, 7, 2015/07/27) */ ******, The Enterprise Hold on my funds is resolved through work of an astute person in the BBB. The knowledge, experienced personnel of BBB and Enterprise Customer Service made it Right! Here is a grateful Thank you. **** *****

7/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Dear Sirs,I would not be using this site to complain however I have exhausted all other measures. I have done business "rented a car" from your Italian affiliate Locauto. I have picked up the car at the Rome airport and have dropped it off at the same location. I must say that Enterprise is ruining their good name being affiliated with this company being that there are a list and many websites with very similar complaints as what I writing about. It is not a money thing being that my credit card insurance will be picking up the costs. However it is an integrity issue, which is of out-most importance.I will start off by saying that I have rented hundreds of cars in my life time and have never had a problem as I am stating. The complains I am making are similar and sometimes identical to the many other complaints this company is being accused of through many online sites and now, through me, by word of mouth also.I picked up car and refused their insurance being that my credit card pays for it. The car was very cheap and this should of been my first warning. However I saw the Enterprise Rent-A-Car affiliation and was confident of good service. That could not be farther from the truth. They were not too happy that I did not want their insurance and however knew I would be dropping off and my card would pay for damages. Regardless they put 1000 euro hold on my credit car account (second red flag).. I continued with confidence, drove the car and returned the car fully fueled and before they opened being that I had to catch a flight.. Since they knew when I was leaving they sent me a bill for three liters of gas 55 euro that was missing. I have receipts for a top off ten minutes prior. And the next day another bill for damages 300 euro.. I did not do any type of damage and this is a complete lie. Account_Number: XXXXXXXXX

Desired Settlement: I wish that you deal with this directly. If required, I can send you all my receipts etc to prove my point. Also, I can send you links to this companies very shady existence and practices. I also wish that you address this companies practices and have them clean up their act. Finally, I ask for a full reimbursement to my credit card. There is no reason they should pay for an unscrupulous companies fraudulent behavior.

Business Response: Initial Business Response /* (1000, 9, 2015/07/23) */ Our office investigated the concern and found that there were damage to the vehicle during the rental period. The final Damage Invoice is 297,06 Euros. Being that the damage is valid, the damage fee will stand. We have refunded the refueling fee as a goodwill gesture. If you have any questions, please let me know. From our standpoint, this case is closed. Please let me know if it is reopened.

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: We rented a car from enterprise and they are approximately 5 miles from ***-**** in Jackson. The people at enterprise take the car to rinse it off and brought it back to the office for us to do a walk around inspection. We got in the car and left for ***-****. She adjusted her side view mirror and noticed 3 or 4 lines of water running down the mirror. By time she got to ***-**** they were still there. She got out putting gas in the car and finding that the mirror was broken. She called back to Enterprise and said they missed the broken mirror. The manager accused her of breaking the window and said that it was not like that when we took it. We took it to a collision center and you can tell the glass had been broken for some time because the cracks are foggy. We did sign a form saying the condition of the vehicle was ok. The collision center is the one who told us that the cracks looked preexisting but he would not put it in writing for us because they do business for Enterprise.

Desired Settlement: I would like them to understand that this crack was preexisting and was missed in the walk through.

Business Response: Initial Business Response /* (1000, 6, 2015/05/12) */ This was a long one. Customer had a lot of issues. Car was wet on walk around and she could not fully see all details Customer felt rushed, said BRM talked way to fast Customer went 1/4 of mile and came back to show damage to BRM BRM then said, "You signed damage free car, you must pay!" Customer brought vehicle back to show, still blamed for damage. Customer said things were added to contract No Smoking,No Pets after contract was signed Customer said was never mentioned about damage when vehicle returned. Customer said BRM would not talk to her about damage upon return. Customer husband then came up and still no resolve. We are going to take care of the cracked mirror glass on the passenger side (Safelite $50) and not charge the customer for that. END RESULTS: Customer is thankful that I reached out and resolved this situation. Customer and I hung up with her being very happy with the end result. She is Completely Satisfied and will be back to see us. **** ***** Area Manager Enterprise Rent-A-Car St. Louis, Missouri P- ************ Initial Consumer Rebuttal /* (3000, 13, 2015/05/19) */ I was notified that the area manager stated in the company response to the BBB that they were not going to charge me with any damage to the car for the broken mirror. However, yesterday I received a letter from Enterprise with notice of damage to the car to be completed and returned because they are going to charge me for damage to the car. So, what the company told the BBB on 05/12/15 and the letter I received dated 05/13/15 do not say the same thing. The response from the manager said the company is not going to charge me for damage to the car, but the letter I received indicates they are going to charge me for damage to the car. The issue needs to be resolved before the case is closed. Final Consumer Response /* (2000, 21, 2015/07/20) */ They are no longer holding us responsible for the mirror damage. We received a letter from the company stating we are not responsible. They even gave us a discount off our last rental to settle this. We are well satisfied.

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Enterprise - I am really upset with you. I had a really bad experience with a rental last year, and I wrote in and complained. As an apology, your customer service team generated 2 One-Free-Day rental coupons. I attempted to use them the past week, and was told the coupons are expired and could not use them, even though the letter you sent shows they expire 12/31/2037 (presumably no expiration date). Now when I call into your customer service department they say there's nothing they can do because they show the coupon codes in the letter you sent me are invalid. How bad is that you try to turn around a bad experience and the codes you send me for 2 free rentals don't even work and you make me go through all this all over again?

Desired Settlement: I want coupons that actually work... here'w what you sent me:" Coupon ID # Coupon Value Expiration Date ********** One Free Day 12/31/2037 ********** One Free Day 12/31/2037"The coupon codes are either invalid or expired in your system. I want replacements that can actually be used as you promised.

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ We did offer this customer two free days. I just verified that both coupons are still valid with an expiration date of 12/31/2037. These coupons can only be used at major airport locations up to Full-size cars. I did also verify that all these details were communicated to the customer on the email which was sent to the customer containing the coupon codes.

7/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Enterprise Rent-A-Car falsely accused us of returning rental car damaged, we were charged $542.41 and threatened with a collection agency and or attorney if not paid. The location where the vehicle was dropped off **** & ****** Auto Body spoke with Enterprise twice stating the car was returned undamaged. We paid the $542.41 to end the threats and harassment. Claim no: XXXXXXXX

Desired Settlement: Return $542.41 When dropping off vehicle at various locations for your so called convenience someone should be present to inspect vehicle and officially sign off on condition with client.

Business Response: Initial Business Response /* (1000, 11, 2015/07/16) */ After researching this vehicle it was discovered that the damage to the vehicle was actually noted prior to this rental. As a result, Enterprise has apologized directly to the customer and notified them that they will be receiving a refund of $542.41 for the full amount of the rental. The customer was very pleased with this outcome.

7/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have repeatedly requested that Alamo stop emailing marketing information to me.Alamo has not honored that request (it's been well more than 10 days).Now I find that the US mail address for corporate headquarters (in St. Louis, Mo.) isn't even listed on the BBB website.I have found the BBB site, first in St. Louis and now in Kansas City, and filed this complaint while waiting for your phone representative to finally answer and then not handle my complaint but forward it to another phone queue.You have done a good job of convincing me that you are a disgrace.

Desired Settlement: Remove me from all email lists.Expect me to take my business elsewhere.

Business Response: Initial Business Response /* (1000, 11, 2015/07/13) */ Thank you for bringing this to our attention and we truly apologize for the inconvenience. While researching your concern, we discovered an error in which a small number of customer opt-outs were not properly processed . We have identified the error and implemented a solution to catch all opt outs moving forward. We have added you to our do not email list and you have been unsubscribed from our Alamo communications. Thank you again for the feedback.

7/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Rented a vehicle. Sales guy was really pushing the $20 insurance.we looked over the vehicle and I saw no major damage big scratches. When I got back roughly 6 hours later and he went out to recheck the vehicle as a return. He walked directly to the rear bumper and finds so.e small scratches. Inititially I didn't see them and they were hard to see the second time. So it cost me $241 to rent a car I drove for roughly 65 miles. They Al's) ask for my $1000 deductible. Then his response is that's why we offer the protection plan Product_Or_Service: car rental Order_Number: none Account_Number: XXXXXX

Desired Settlement: A refund of the $200

Business Response: Initial Business Response /* (1000, 11, 2015/06/03) */ Talked to Mr. ********* He is disputing damage. I am getting contracts and following up. Understands process and is happy. Please remove **** ***** Area Manager Enterprise Rent-A-Car St. Louis, Missouri P- ************ F- ************ C- ************

7/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The rental place charged my credit card with out telling me. I have called the them i have went by the place. Was told a mike would be calling me.We have a van in the body shop. The insurance said they would pay for van to use while it being repaired. I have called corporate office. I have went by the place. The lady there told me they charge the charge every 2 weeks. I have a charge of 269.00 on my card that i didnt authorize.Still not heard back from the manager. This been going since monday the 6th. WE CALLED THE INSURANCE ALSO THEY SAY WE SHOULD NOT BE PAYING ANYTHING. THE CORPORATE OFFICE OF ENTERPRISE AGREES I SHOULD NOT BE PAYING FOR ANYTHING.

Desired Settlement: JUST WANT MY MONEY BACK WONT BE DOING BUSINESS AGAIN WITH THEM AGAIN.

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ Contact Name and Title: **** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *******************@erac.com This has been fully resolved with the customer and ERAC has contacted the customer and the customers son to resolve the situation. We have refunded all money owed per the dispute of the customer. The branch manager has also contacted the credit card company and removed all authorizations that are left on the ccard.

7/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Having a billing issue with a local office regarding pushing insurance coverage on an elderly person (my father) and then calling later offering a "reduced rate" which further complicated the issue. It actually sounded like some sort of scam. I was told to talk to the corporate office regarding the matter, but no number was supplied. Calling the phone number or sending emails listed in the box called "For Billing inquiries" has fallen on deaf ears. I've sent 3 emails to date, 2 to the address listed on the bill and 1 through the corporate site and not 1 response. The phone number supplied gives no information regarding who to contact and doesn't offer anyone to speak to.

Desired Settlement: First and foremost, I want someone other than the local office to contact me about this issue. I want someone that oversees these operations to call me or email me so that we resolve this issue. It is ridiculous to not be able to get in touch with someone to discuss my matter. Since I was not able to get someone to respond to me via normal channels, this was my only recourse.

Business Response: Initial Business Response /* (1000, 7, 2015/07/01) */ We waived the customer of the responsibility of the charge. This is Resolved Initial Consumer Rebuttal /* (1500, 8, 2015/07/01) */ Final Consumer Response /* (2000, 12, 2015/07/01) */ This issue has been resolved. After several weeks of trying, someone from the company finally contacted me and we resolved the issue.

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is a Bait and Switch tactic practiced by Alamo Rental HQ/main website.I recently booked a trip to Costa Rica and decided to rent a car from Alamo. I went directly to Alamo.com and purchased our vehicle. I was sent my agreement, I read through the small print/terms and conditions and thought I was good to go for $173 which included taxes and fees.We arrived in Costa Rica around 5pm and were driven to the Alamo rental HUB located in the middle of nowhere (about 5-10 miles from the airport). When we gave the Alamo attendant our agreement he states we need to purchase mandatory insurance if we want the car, the total cost changed from $173 to $512. It was getting dark, we needed to drive 3 hours north to La Fortuna and we are in the middle of a foreign country with no phone or internet. I was forced to take the insurance so I signed, because at that point we were stuck and what else was I going to do?After we arrived at the Hotel around midnight I went to the business office and researched, Alamo Costa Rica was correct, the government in Costa Rica does require mandatory insurance. My problem, in my agreement and at the time of booking I was never informed. In addition I had CDW insurance thru my credit card. I emailed Alamo and told them I was covered and wanted to cancel the insurance (the same night) and no response.I disputed these charges when I returned and had access to phone and internet. Not only was I never informed of these charges on their website or the small print, I was covered and tried to cancel the same night. The first manager at Alamo said he cant refund the full amount of insurance only $100. I pushed and said I want the full amount refunded, so he opened a mediation. 2 Days later he said his bosses discussed and they will only refund $51. I ask "it was $100 now its 51?" This is his exact response "Once a mediation process is started, the result will supercede any courtesy offer" It has been 22 days and I haven't even received the $51 dollars Product_Or_Service: rental car Order_Number: I have invoices, ema Account_Number: XXXXXXXXX

Desired Settlement: I was forced to sign the papers in Costa Rica for the insurance, I was stuck in the middle of nowhere, they could have charged me $1000 if they wanted, what was I going to do. I tried to cancel and emailed them that same night. A $51 dollar is a slap in the face, I was covered thru my credit card and I want the full refund of the insurance costs

Business Response: Initial Business Response /* (1000, 7, 2015/06/02) */ Contact Name and Title: ***** ****** CSS CS Dept Contact Phone: XXXXXXXXXX Contact Email: **************@ehi.com Good Afternoon. We have worked with Mr. ****** via email and believe this case to have been resolved. We issued a refund of $51.80 + 2 Free Days off his next rental in the US or Canada. Mr. ****** has confirmed receipt of the Free Day Vouchers. I have personally reached to our offices in Costa Rica on 5/26 to confirm the refund of $51.80 was sent to Mr. ******'s Credit Card. Please confirm that the case is closed. Final Business Response /* (4000, 16, 2015/06/18) */ Our office in Costa Rica have reached directly to Mr. ****** to resolve his concern. We did end up refunding him what was initially offered ($100USD). At this point, we believe from Mr. ******'s statements, he is completely satisfied and this case is resolved.

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Since the new manager has moved into this branch, we have observed many insults and billing issues! I'd been given a 2-days free coupon by the manager as a compensation with the branch previous mistakes and also the manager's bad treatment. I was so reluctant renting a car from this branch again. However, On May 29 I had a trip came up so I needed to rent a car ASAP. I and my friend decided to go to the branch again, it was about 4 PM. there was a new agent I have not met before whose name was ****! He gave us a car that was dropped off by another customer just a while ago. They even did not have time to vacuum it so the cleaned it up in front of us! Anyway I doubt if the inspected the car before giving us the keys! I wanted the car for a day,and I was willing to use one day of my free bonus coupon! After I got the car, I faced with the flat tire, there was a big hole on the front left tire! I pumped it up some times and each time I paid 1 dollar but it was not enough! So I went back to the branch but they were closed! On saturday morning O was going there at 7:30 Am to change the car.There was an agent whose name was Jafar, he changed the car and I told him that since the problem was with car and your failure on its inspection, I am not gonna to pay anything and would drop off the car on Sunday since I needed to reschedule my trip plan. He agreed on this issue even I was being told that the branch would pay me back whatever I paid for filling up the tire! There were three witnesses with me at that moment. I have not signed any new contract!I dropped off the car on Sunday and on Monday morning I received the electronic bill on my email. they charged me for one day and did not consider the free coupon at all! I called to the branch and unfortunately Wayne the assistant manager treated very badly with me. He said this charge is because of the extra day. My explanation goes no where but he promised me to refund me the money. Today once I checked my credit card I noticed that it did not happen! Product_Or_Service: Car rent Order_Number: XXXXXX

Desired Settlement: 1)Since in the electronic bill the emailed to me,it is indicated that I rented the car for only a day,they must apply one day of my free coupon and refund the amount of money the charged me!2)They Are trying to say that I rented the car for 2 days and they have refunded one day, but this is not the case. The bill and contract is crystal clear.Also ***** in front of my friends confirmed I would not be charged for the extra day because it's their failure to give me car with the flat tire firstly

Business Response: Initial Business Response /* (1000, 6, 2015/06/09) */ Area Mgr. spoke with Mr. ******** last night and feels half of what he is saying is reasonable and makes sense. But also half of what he is saying is unreasonable. He said he will not be renting from 9R anymore but he still wants the free day and free double upgrade we had previously given to him. He said he went through the BBB to ensure he would still be able to use that at a different location. Area Mgr. confirmed the above and set him some realistic expectations with vehicle class reserved and vehicle class driven, what our coverage covers, and additional driver fees. He wanted free upgrades each time, not to ever pay for additional drivers, and our coverage pricing and what it covers. He will rent from another branch in Columbia (94) in the future. He had a free rental day and a free double upgrade we had given him on previous rentals. I let him know we would absolutely still honor those, but he would still have to pay all the other fees just like every other customer we rent to has to pay.

6/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Unfulfilled car rental requires refund On 23 April I had a prepaid reservation with your company at an overseas location. The reservation was for 1200 and had been booked and paid for a month before the date of pick up. The day before my reservation I received an email from the branch office stating that my rental would not be ready until 1600. Obviously I needed the rental at 1200 and this would not work for a family with a toddler and an infant. I spoke to enterprise that evening and they said it would be refunded even though it was within the 24 hour window since it was not my fault. It has been almost 4 weeks and it still has not been refunded. On 22 April they gave me a reference number: Ref # XXXXXX-XXXXXX for our email. I have also spoken to ****** ************ the VP GM of Enterprise Deutschland and he said he would refund it. I provided all of the info he requested and now he is not returning my emails. It is really unacceptable!

Desired Settlement: A refund

Business Response: Initial Business Response /* (1000, 6, 2015/05/22) */ Hi Mrs **** As per our email correspondence we have agreed to a refund all along and are happy to inform you that this has been processed and the monies should be back with you. We apologies for any inconvenience caused. many thanks ****** *********** Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked my bank account and the money has not been received. Can you please let me know what day it was sent? Final Business Response /* (4000, 10, 2015/06/05) */ The refund was processed after our email correspondence with Mrs. ****. We have every confidence that she should have received these monies. If there is anything additional, please let us know.

6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: MY COMPLAINT IS MORE THAN A SERVICE ISSUE, IT IS A BILLING ISSUE, CUSTOMER SERVICE ISSUE. ON MAY 22ND I WAS PICKED UP BY AN ENTERPRISE REP, UPON ENTERING THE VECHILE, THE MUSIC BEING PLAYED WAS HORRIFIC, IT CONSTANTLY USED THE *****/****** WORD, AS WELL AS *****, ***, **** ETC. THE GENTLEMEN ALSO WAS DRIVING FAST, I HAD TO SCREAM RED LIGHT TO KEEP HIM FROM RUNNING THE LIGHT. HE STATED HE DIDN'T SEE IT. WHEN I ARRIVED AT THE OFFICE, I ASKED TO SPEAK TO THE SUPERVISOR, HE PULLED ME TO THE SIDE AND I TOLD EXPLAINED TO HIM THE SITUATION. HE NEVER OFFERED AN APOLOGY, JUST SAID HE WOULD TALK TO HIM. I KEPT THE CAR FOR TWO WEEKS RETURNING IT ON 5/6/2015 @ 5:57PM. I WAS TOLD THAT THEY WOULD HAVE TO CHECK ME OUT TOMORROW BECAUSE THEY WERE CLOSING IN THREE MINUTES. I SAID OK AND HANDED HIM THE KEYS. I WAS CONTACTED BY STEFANIE ON 5/7/2015 AT 8AM, SHE STATED THAT SHE WAS CALLING TO CLOSE MY TICKET OUT AND THAT I OWED ANOTHER $50.00. I ASKED HER WHY AND SHE WOULD'NT GIVE ME A CLEAR ANSWER. SHE FUMBLED AROUND HER WORDS. I CONTINUED TO ASK HER WHY,I TOLD HER IF THAT WAS THE CASE I WOULD HAVE TO PAY HER WITH ANOTHER CARD BECAUSE I WAS UNDER THE IMPRESSION I PAID THEM WHAT WAS OWED.SHE PLACED ME ON HOLD. I HELD ON FOR 9 MINUTES AND SHE NEVER CHECKED BACK IN. I HUNG UP WAITED ABOUT 15 MINUTES AND CALLED BACK AFTER I CHECKED MY ACCOUNT AND SAW THAT THEY TOOK $35.42 OUT. MIKE ANSWERED THE PHONE AND TOLD ME SHE WAS BUSY. HE STARTED TO EXPLAIN TO ME IN A VERY DEMEANING TONE THAT I WAS CHARGED THAT AMOUNT BECAUSE THAT WAS WHAT I OWED. I EXPLAINED THAT $378.00 + $50.00 WAS ALREADY TAKEN OUT, HE WENT ON TO SAY IT WAS FOR AN EXTRA DAY, THEN I EXPLAINED THAT I DIDNT KEEP IT AN EXTRA DAY. THE CONVERSATION ENDED UP IN A SHOUTING MATCH AND HE HUNG UP ON ME. I WILL NEVER USE ENTERPRISE AGAIN, AND WOULD LIKE THE UNATHORIZED FUNDS DEPOSITED BACK INTO MY ACCOUNT, AS WELL AS THE BOUNCE CHECK FEE BECAUSE THE TOOK MONEY THAT WAS ALLOCATED FOR MY MORTGAGE. Account_Number: *********

Desired Settlement: I WOULD LIKE AN APOLOGY, AS WELL AS MY MONEY RETURNED.

Business Response: Initial Business Response /* (1000, 7, 2015/05/28) */ This was 100% resolved. Customer is very happy and has been in another rental car for over a week now.

5/26/2015 Problems with Product/Service
5/18/2015 Delivery Issues | Read Complaint Details
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Complaint: HiI made a reservation on Alamo web site,renting a car in Costa Rica, the price was total of $39.49 for 5 days including taxes and fees. When I booked, I had an option to purchase insurance or DECLINE it. So I declined it as my CC covers my rental with full insurance. When arrived to pick the car the agent said that I must purchase full insurance which is almost $58 per day. I did not agree to that and that led to 30 minutes argument, which after that, I was told I can decline the personal insurance on my car but I have to purchase insurance to cover the other car which is $30 per day. I made a call to the credit card company they spoke to the agent, told him I have the right to decline the insurance and they will cover any expense incase of any damage for both cars and that they are ready to fax that in writing to the agency. The agent refused and I was left with no other choice but to purchase the insurance, or mess up my whole vacation which, I planned a long time ago and be without a car. I told the agent that this is a breach of contract because if it's mandatory then, I should not be given the choice to decline the insurance on the website. If I knew of such a thing I would've bought the insurance offered back then for $11 per day covering both cars. After I was forced to pay the $30 per day, my CC was pre-authorized for $2000 from Alamo incase of any damage to the car. The agent said to me we go through this problem on a daily basses with customers form the USA. I told him because you are cheating the customer and in the USA we go with what the agreement say. If I receive a confirmation with a price, am expecting to pay that price. I've tried to email Alamo many times to sort this out. Not able to fix it, Am starting with BBB and then small claim court, cause I know many other customers are going to fall victims to this. My total was suppose to be $45 and I ended up paying $195. Please fully investigate this matter. I will be happy to provide will all documents related to this matter. Product_Or_Service: Car rental Account_Number: XXXXXXXXX

Desired Settlement: I would like to be charged exactly the price I was emailed by Alamo. And if this is mandatory, I am sure Alamo can change that on there website to take out the choice of declining it. Cause I could imagine how many people are cheated with the low price of renting per day only to be surprised with $60 per day insurance.

Business Response: Initial Business Response /* (1000, 7, 2015/05/08) */ Contact Name and Title: ***** ****** BSS CS Dept Contact Phone: XXXXXXXXXX Contact Email: **************@ehi.com **** and I spoke via phone today and closed this case. We will refund him for the Non-Mandatory Coverage that he accepted at the counter. We are also sending him 3 Free Day Codes redeemable at any US/Canadian Alamo Rent A Car location. Please close the case on your end and remove all negative items off our record. Have a great rest of your day and enjoy your weekend!

5/12/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rented a car via the website of Alamo Rent A Car, a wholly owned subsidiary of Enterprise Holdings Inc.The quoted price for the rental was USD 116, the quote did not mention additional madatory insurance.At the rental counter (15 min outside the airport) I was charged over USD 300 for "mandatory" insurance. I was informed I would not get a car if I did not pay. My argument that insurance was covered by my credit card was not accepted.After returning from my trip I found out that at least USD 90 of the insurance charges was not required as it was optional and covered by my credit card.I asked Alamo (via the website customer servic) nuemrous times for a refund, but without success.I find this business practice very questionable. I was coerced to pay insurance charges that were unneccessary. Account_Number: Conf No XXXXXXXXX

Desired Settlement: I would like a refund for at least the optional insurance charges of USD 90.I also believe Alamo should apologize for real inadequate treatment of customers.

Business Response: Initial Business Response /* (1000, 7, 2015/05/08) */ Contact Name and Title: ***** ****** BSS CS Dept Contact Phone: XXXXXXXXXX Contact Email: **************@ehi.com Good Afternoon to all. I've reached to our customer to inform him of our position to honor his refund request. I am awaiting a confirmation of the mailing address. Please start the process to close this case on your end. Have a great day! Message to Customer: Good Afternoon Mr. *********, I am following up on a query that has recently landed on my desk regarding your rental in Costa Rica. I would like to apologize on behalf of our company for failing to completely satisfy you. With customer service being our way of life, we pride ourselves in completely satisfying our customers. Pertaining your requested refund, I've decided that we will honor your request and mail a check in the amount of $90 USD. Please provide your mailing address so that we can begin the check process. Have a wonderful day and we look forward to seeing you again. Initial Consumer Rebuttal /* (2000, 10, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) My request for a refunded was granted. This could have been done earlier without writing to BBB but the outcome is fine with me. Thanks for your help!!!

5/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rent cars from this company very often and every once in awhile they try to say that I have been smoking in their non-smoking car. I do not smoke and did not smoke in their car. Then, he said there was dog hair in the car and I do not have a dog. Then, he said it smelled will marijuana in the car and I did not smoke anything in the car. I paid $600 to rent the car but refused to pay the extra $50 he billed me for smoking in the car. He put the $50 charge on my credit card. He was very rude and embarrassed me and my wife. I told him if he put the $50 charge on my credit card, I would dispute it and have it removed. He said that if I did that he would turn over to a collection agency and I could never rent Enterprise cars again.

Desired Settlement: I would like for the company to waive the $50 charge for smoking in the car.

Business Response: Initial Business Response /* (1000, 10, 2015/05/05) */ We appreciate the fedback. The $50 charge has been waved and the customer has been taken care of. This compaint has been resolved Initial Consumer Rebuttal /* (2000, 12, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: i recently reserved a car from this company while on vacation in aruba. when i went to pick up the car i was told that the standard size car i had reserved was "damaged" and was not available.they told me they only had one car left which was a compact and i had no choice but to take it.on returning the car i was charged the rate for the standard car $325.00. there website clearly states the price for the compact car i received is $263.00. i have made several attempts to try and settle this with the company but i was ignored. i feel i was the victim of a bait and switch. Product_Or_Service: rental car Account_Number: res# XXXXXXXXX

Desired Settlement: $62.00. this is the amount i was overcharged.

Business Response: Initial Business Response /* (1000, 7, 2015/02/06) */ Hello Mr. ******* ********, My name is *****, and I am currently in review of your complaint against our ***** ******* Airport location. I am very sorry for the lack of service you have received in regards to resolving your rental charges. Enterprise Rent-A-Car is dedicated to providing a level of customer service that is recognized globally for excellence, and it is disappointing to hear when this goal has not been met. Therefore, I will be reaching out to you directly to provide a more soluble resolution to this matter. I really appreciate you bringing this issue to our attention. I look forward to contacting you soon. Sincerely, ***** E-mail Escalations Coordinator St. Louis, MO Initial Consumer Rebuttal /* (3000, 9, 2015/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) i have already explained how i would like this resolved. i want the $62.00 i was overcharged for the vehicle i rented.i spoke to a customer service rep regarding this and after viewing their own web site he agreed i was overcharged.there is no need for ***** to reach out to me directly for a more "soluble resolution" to this matter.i want to be reimbursed the money i am owed plain and simple.thank you Final Consumer Response /* (3000, 14, 2015/05/01) */ 5/1/15 Called and emailed consumer for update 5/5/15 Called and left a voicemail for the consumer Final Business Response /* (1000, 15, 2015/05/01) */

4/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Back this past January around the MLK holiday I went to this location to get a rental for that weekend. I was to return it that Sunday. Everything was fine. That Friday there was a situation that had occurred and I reported some issues. I returned the car back Sunday and as I was waiting on my ride I asked the gentleman at the counter about renting a Maserati. The first gentleman didn't know and the second didn't answer me. I asked if he understood me and he said he wasn't going to answer my question because he didn't like my tone. I asked for a manager and two came out. They said it was a misunderstanding. I wanted the employee to apologize to me and if I didn't get satisfaction I let him know I'd call corporate office to complain. I am an executive elite emerald club member. They had an attitude and told me I could call corporate. I realized it wasn't getting anywhere and I asked both of them for their names and the employees names. He put them on the back of a card. They never told me to leave and there was no profanity used. I had my son with me. I decided to end the conversation because I was not getting anywhere with them. I give this company almost $100 every week for renting from them and don't believe I should have been treated this way. I waited a week to call corporate to file the complaint. I happened to lose my wallet and called everywhere to replace all of my belongings. I happened to call this company to get a new club card and was told I was placed on a do not rent list. No one ever told me anything about this and she said she could give me no info. I called three more times and someone told me I was placed on that list the day of the altercation. No one told me they were going to put me on the list and I never received any notification from the business. I've been requesting to get removed from this list and they said they'd investigate but they've never called me back. I called on the 1st of this month and the manager took all of my information again and said if no one called on the 9th to call back. I called them and talked to another manager. He told me if I haven't received a call yet I wont get one.

Desired Settlement: I would like to be removed from the do not rent list.

Business Response: Initial Business Response /* (1000, 7, 2015/04/27) */ Spoke with Ms. ****** again and told her that based on the information, we are going to stick to this decision to not rent to her. She did not like an answer and we talked for several minutes(30) and I listened. I kept explaining that this is the decision that we made as a company and we will be sticking to it. **** ******** Airport Manager

4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the car on March 30, 2015, I inquired about a noise coming from the front brake area of the car. They have a 7 day buy back and I reported it within the time period on April 3rd or 4th. I complained to the sales person and he was short with me and he asked are you going to return the car or not? I wanted to keep the car because I liked it. They referred me to the South Kinghighway location. I talked to **** ******* and he rode with me in the car and he heard the noise. He said he would need to take it to a technician and I could told him I could have the the car to him on April 10th at 9:05AM. I was told he would have a rental car for me. I was a little late and got there at 9:15AM. **** was not there but another salesman told me we will back you all the way. My rental car was not available but I had a reservation. I waited until 10AM and a rental car was returned and they rushed to clean the car and it was still wet. The rental car issue was unacceptable. I had the rental car all day. No one called me all day and I called around 5PM. **** was not there and he knew I needed my car back. **** finally called me and said he was in route to get my car and I was getting my nails done. He wanted me to meet me at the dealership and I arrived after 7PM to return the rental car and get my car. **** told me they could not recreate the noise and they found nothing wrong. He gave me my keys and said the reports would go to Glenn Carbon. He gave me back the ********* report. The report said the brake fluid and air filter needed to be changed, but they did not drive my car. I bought the car with a limited warranty and an extended warranty. I do not feel they treated me fair because I a female.

Desired Settlement: I want them to get rid of what is knocking and fix my car. I need them to give me a copy of the paper work from Kingshighway location. This was covered under the 7 days and they told me they would stand behind their car sales.

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ We have tried to contact the customer prior to and after this complaint was filed. We acknowledged that the customer heard a noise while driving. A manager at one of our other locations test drove the car and confirmed he heard the noise as well. We then set up an appointment to address the issue. The shop test drove the car multiple times and could not duplicate the issue. We let her know what the shop findings were and that she could pick up her vehicle. We informed her that we closed at 7 pm, and she said she would be there by then. One of our managers waited until she showed after 8 pm and was not happy with the findings of the shop. We are committed to resolving this issue and will continue to try and contact the customer.

4/23/2015 Advertising/Sales Issues
4/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My insurance made reservations for me to have a car.Enterprise never notified me that my insurance ended it on 2/6 and I wasn't notified until 2/18. I was in a car accident, my insurance company made reservation for a rental with Enterprise. Enterprise said the needed a credit card to hold on file. My insurance ended the reservation on 2/6. Enterprise contacted me on 2/18 wanting me to give them a payment. I told them I didn't have it and I inquired why did you wait 12 days to notify me? They couldn't answer me. The representative was only concerned about me bringing in some money. After our conversation I decided to call and complain but the person who was taking complaints never returned my phone calls. Two days later Enterprise reported the car stolen and had it towed while I was in the grocery store. I am a school teacher I am not a criminal they have my work number and friends number but I was treated like a thief due to their mistake. If I had been stopped by a police officer I would have went to jail charged with a crime auto theft. I could have lost my job! Finally Enterprise continued to run my credit card for different amounts causing it to go over the limit. I did not give Enterprise permission to run my credit and I definitely did not give them permission to go over its limit. I have rented from many times before and this was the worst experience.

Desired Settlement: It was Enterprise's error. I should not be held responsible for there mistake. They notified me on 2/18 I contacted them the next day. No one returned my calls concerning my complaint. I don't want a bill and I want an apology because I did not steal their car!

Business Response: Initial Business Response /* (1000, 6, 2015/04/20) */ Left a message for customer; no response yet. We had to report this to our repo team because she didn't respond to our demands for our car back. it was an insurance customer that reached her last day and she knew. we had to repo this car from her. **** ******** Area Manager St. Louis, MO XXX-XXX-XXXX office XXX-XXX-XXXX cell XXX-XXX-XXXX fax *******************@ehi.com

4/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I would like to file a formal complaint against your branch by the St. Louis Airport.I called the Enterprise rental 800 number to rent a car and requested pricing for a large SUV. The price I got over the phone was $147 per day. I made my reservation over the phone, then went to pick up the truck. When I got to enterprise, I gave my confirmation number to the agent and she then told me the price was $290. I was shocked. I just got off the phone and I was given a different price. She didnt believe me and I dont believe I was being treated fairly. The agent was looking at me like I was crazy, then I requested to speak with her manager. The manager, *****, came out and asked what the issue was. I explained to her what happened. Then she also told me sir the price I am showing here is $290. We went back and forth for a while, then she demanded I PROVE IT!! I asked if she was serious, and informed her that I have a reservation what more do you want? She didnt say anything after that. In the end, I still needed a car that night. I inquired about a full size car and she told me it was about $140, which I thought was more than usual. She told me since that was an airport location, cars cost more. Again, the only reason I reserved it after the treatment I endured was because I was in desperate need of one that night. The next day I was able to pull up my reservation online, which shows the price I was quoted the previous night of $147. I went back yesterday, Monday, to speak with another manager, but ***** was the only one there. I told her that I didnt want her to help me because she didnt help or treat me with respect Saturday night. I went ahead and showed her my copy of the reservation that I originally made. She then tells me that I didnt have that with me to show her on Saturday, which incited me even more.I patronize this company all the time. This is by far my worst experience with that branch. ***** and her agent were very rude when they were talking to me. Not to mention that they were laughing and snickering the entire time, as if I was some kind of joke. I work in a customer service department, and all of the treatment I endured by ***** and her agent are completely unacceptable by my standards. Product_Or_Service: Rental Car

Desired Settlement: I would like some kind of some type of compensation and corrective action for the employees, and know that my complaint was heard by ****** boss, or I will not be returning as a customer.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ MR. ******* called the 800 number to set up the reservation and was told one price but when he arrived he was told another price. Was told this is the airport and we charge more for our cars. He doesn't know who this was at this point. ****** came out after and was asked to prove it. His main complaint was that nobody seemed to care that he was struggling. I am sending him an upgrade and a discount for his next rental. He is going to call me or email me directly for a rental later in the summer.

4/2/2015 Delivery Issues | Read Complaint Details
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Complaint: My wife and I contracted Enterprise Rent-a-car to rent us a car in Los Cabos on December 26, 2014 to December 31, 2014 for the agreed upon price of $81.20. Upon arial no car was provided. we suffered Incidental and consequential damages of approximately $400. arraging for alternate transportation. Product_Or_Service: Car rental Order_Number: XXXXXXXXX Account_Number: XXXXXXXXX

Desired Settlement: We demand $400.00 in compensation for the economic damages that we suffered due to Enterprises breach of contract.

Business Response: Initial Business Response /* (1000, 5, 2015/03/27) */ The below message was sent to ******** ********* and ***** *******. ********/***** - Thank you so much for granting me permission to speak freely about this case. My colleague, ********, has been working directly with our office in Mexico to secure reimbursement on your behalf. Due to ***'s direct work, we will be able to honor your requested reimbursement of $350.86. While we did not have a contract with you, we still choose to honor your request in good faith. Please send *** your mailing address so that he can submit a request for your reimbursement. Although I will do all in my power expedite the process, the standard receiving timeframe can take up to 21 business days. If you have any questions/comments/concerns, please reach to me directly.

3/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: When attempting to rent a car from the National Car web site, the site shows a list of vehicles and rental prices. For a Premium car, it clearly states my contract price is $48.50 per day. This is compared to $70 a day for the Emerald Isle car. Yet, when reviewing the transaction, the web site reserves the car at $70 per day. I contacted the help desk and escalated to the manager as far as the company would allow me to go. They refused to honor the website rate even though I offered to send them a screen print of the transaction. National is in the process of changing websites. So, I am including a screen print from both sites to indicate that this pricing issue exists in both on-line systems Product_Or_Service: Tryting to rent National Car Order_Number: price below is for r Account_Number: Emerald #: XXXXXXXXX

Desired Settlement: My request is simply to rent the car at the advertised (contracted) rate of $48.50 per day

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Resolved with Customer directly. He is all good to go for his New Orleans rental.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I took my car in for service on 3-6-15 at Plaza Infiniti and they use Enterprise for their rental cars. You are required to give Enterprise a card for a 50 dollar deposit and then Infiniti takes care of the rest of the bill. I had the rental for a couple days I returned it to Infiniti on 3-10-15 with more gas then what I was given and everything was good to go.I called a couple days later because my banking was messed up and as I looked into it the 50 dollar deposit and another 58 dollars had been taken out by Enterprise. I called up there and was told it was their mistake a new guy was working and accidently charged me instead of Infiniti. He assured me it would be back in my account in 2-3 days. It is now 3-19-15 and the 108 dollars has still not been returned to my account. I just keep hearing that it takes a couple days not to worry about it that it has been refunded. I am very upset by this because it has been no big deal to them that they have made the mistake and its not their money. It is not just 10 dollars that they have messed up but 108. I was told yesterday 3-18-15 to call the manager back on 3-19-15 if the money was not in there. I called on 3-19-15 and of course he is off today and my money is still not in there. I know they keep telling it will be refunded but it has been 9 days and I think that is a little ridiculous. Also the fact that they do not care what it has cost and hassle for me because of the mistake they have made. Its just that he was new sorry. Others should know that they may have to wait weeks before their money is returned to your account so don't do like me and put it on your debit card make sure it is credit card.

Desired Settlement: I know they keep telling it will be refunded but it has been 9 days and I think that is a little ridiculous. Also the fact that they do not care what it has cost and hassle for me because of the mistake they have made. Its just that he was new sorry. Others should know that they may have to wait weeks before their money is returned to your account so don't do like me and put it on your debit card make sure it is credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/03/23) */ Customer was accidently billed since Plaza didn't extend their rental. I refunded the money but it wasn't on her card quick enough so she wanted everyone to know her pain and suffering. Those were her words not mine. Other than that she is fine. Thanks, ***** ****** Enterprise Rent-A-Car Branch Manager ***** ***** ***** *** Louis, MO XXXXX

3/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I would like to complain about the level of service received from Enterprise and from the company that represents them in Israel: *****.1. The car that was giving to me has a mechanical problem. When I called *****, I was expected that an agent would come with a replacement vehicle. Rather, I had to drive to their office in an industrial area and wait for 2 hours until the vehicle was repaired.2. Whiteout telling me, ***** charged my credit card the amount of $2,500! as a security deposit Where my entire rental fee is only $322. The only reason I knew about it was because my credit card declined when I tried to use it. I contacted my credit card company and they said they put my CC on hold because it was a big and unexpected charge.When I called customer service, they admitted that it was a mistake and they and they are going to credit me and charge "only" $1,140. Nevertheless, the credit was posted only 4 day after.3. After returning to the US, I discovered that my total charge is $571.12 + $585.92. Two weeks has passed and I don't see any refund on my card. I contacted Enterprise customer service twice. They have promised me that they are going to get back to me in 2 working day with an answer. Nothing has been done so far to resolve this issue.I am a frequent traveler and used enterprise many times. I also used other rental vendors in Israel. I have never received a such a bad service and I'm still waiting to get my money back. Product_Or_Service: Car rental Order_Number: XXXXXXXXXCOUNT Account_Number: $322

Desired Settlement: I am a frequent traveler and used enterprise many times in the past. I also used other rental vendors in Israel. I have never received a such a bad service and I'm still waiting to get my money back.

Business Response: Initial Business Response /* (1000, 11, 2015/03/09) */ Good Afternoon, Our customer received a response from us the day after filing this case. Please see the message sent to him from our Israel Office. Please excuse minor typos as English is their second language. When Mr. ******* arrived to our branch at the airport, unfortuntelly it was a missunderstanding and he was signed for a rental agreement with LDW insurnace only, which means that he was decline CDW insurance and purchase the insurance from his credit card company, therfore our representitive took deposit for 2500$ (when the customer decline CDW, in any case of damage we charge him for the all damage cost). When Mr. ******* called to the branch and informed that he meant to purchase CDW and it was a mistake we immediately cancelled the deposit of 2500$ and took deposit only for the deductible fee. I am sorry it took 4 days to the credit card company to issue the cancellation but ***** made it immediate. Following that Mr. ****** informed that he purchase CDW he was charged for the accident he was involved only the deductible fee and not the all damage cost. ** Please be advised that following Mr. ******* was involved in an accident with third party, and it looks like the third party is responsible for the accident, we will issue a claim againt him and when we will recieve a payment from the third party for the damage cost we will credit Mr. ****** on the deductible. It normally takes a few months but we will do our best to recieve the payment a.s.a.p Please find attched all the documantion. ** For the customer complaint regarding the car he recived and the wait on our branch until the car was fixed, we issued a refund for compensation with the amount of 48.22$ as a 1 rental day. Regards, *****

3/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rented a model spark car November 27, 2014 and returned it January 13, 2015. I was invoiced for $458.47 with rental agreement #XXXXXXXXX. I've made numerous attempts contacting Enterprise Holding's Risk Management Department's **** ***** and Group Management's ****** ******* to resolve this issue. I was referred to *** ******** manager of the location at the airport facility, to request a receipt for $460 that I paid to in cash at the counter to satisfy the entire amount owed Enterprise Car Rentals. I have encountered numerous delays and or refusal by Enterprise to receipt my payment of $460 settling my account. I have been a customer, both business and personal, of Enterprise Car Rental for over 25 years. There is also the amount of $90 charged to my master card December 17, 2014 that is also not accounted for.

Desired Settlement: I would like a receipt for $460 settling my account in full. I would also like the $90 dollars accounted for.

Business Response: Initial Business Response /* (1000, 8, 2015/03/09) */ The 90.22 charge is from Mr. *****'s prior rental agreement, and receipt of payment may be made via phone at ************ to verify return mailing address. Innital receipt of payment for this rental was not available unitl our shared services division was able to receive payment due to the rental being closed for failure of payment and return with no past due balance. We can acknowledge that MR. ***** has paid the balance in full, however in a situation of a closed rental agreement prior to payment it can take up to 60 days to for receipt of payment of a force charge rental balance as in this situation.

2/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: We have issues with the Alamo Cabo San Lucas (airport) location. First, we were completely overcharged and force-placed insurance on the car. Then, the car had a flat tire, and we called. Alamo came out and swapped cars. The first car had ABSOLUTELY NO DAMAGE WHATSOEVER. When Alamo came to get it, the employee looked at the car and made no mention of any damage, because there was none. Once the car got from our hotel back to Alamo- Cabo Airport, we received a call stating there was massive damage to the front of the car, and we would be charged. I have no idea if there was damage, but if there was, it was caused by the employee after he left our hotel. At the time of dropping off the second car on 12/1, Alamo refused to show us the "damage" on the first car and had no pictures. We attempted to resolve this w/ Alamo in Cabo, but Alamo kept speaking Spanish and we had to catch our flight back to Dallas. In addition to being overcharge, Alamo then fraudulently charged for damage that did not exist and/or was caused by an Alamo employee. ******** ******* has been notified of Alamo's behavior and unauthorized charges to our card. To date, we have called Alamo CS 10-15 times, and each time, we are promised a call from the Cabo location - nobody has ever called. Product_Or_Service: Car Rental

Desired Settlement: Immediate refund of the following 2 unauthorized charges:Nov24 ALAMO RENTA DE AUTOSSAN JOSE DEL CABO BC V G ********* $314.72 Doing business as: ALAMO RENTA DE AUTOS BLVD MAURICIO CASTRO LOC 6 ****** ************ **** *** **** XXXXX MEXICOF oreign Spend Amount: 4,277.99 Mexican Pesos Additional Information: BLVD MAURICIO CASTRO LOCSU COMPRA Reference: XXXXXXXXXXXXXXXXXX Category: Travel - Vehicle Rental __________Dec1 ALAMO RENTA DE AUTOSSAN JOSE DEL CABO BCX V G ********* $151.54 Doing business as: ALAMO RENTA DE AUTOS BLVD MAURICIO CASTRO LOC 6 ****** ********* SAN **** *** **** XXXXX MEXICO Foreign Spend Amount: 2,088.01 MEXICAN PESO Additional Information: BLVD MAURICIO CASTROBLVD MAURICIO CASTRO LOCSU COMPRA Reference: XXXXXXXXXXXXXXXXXX Category: Travel - Vehicle RentalDispute/Inquire about this Charge

Business Response: Initial Business Response /* (1000, 13, 2015/01/06) */ Mr. ********* was sent a message detailing the charges along with attachements. I am not able to provide the attachments to you as they are the *********'s private and privileged information. I can however resend them to Mr. ********* if requested. The charges they received were due to damage to the vehicle. The attachments showed his signed agreement showing the acceptance of PLI (Personal Liability) that is mandatory in Mexico for 12.95 per day as well as his decline of Collision Damage Waiver and other options. Once Mr. ********* declines CDW, he is accepting responsiblity for any damages occured during the rental. While he stated that he was having tire issues, there were no problems with the tire once inspected. The issues once inspected was with damage to the front bumper which created a noise. A refund is not due as the charges were for the acceptance of PLI (12.95USD per day) and bumper damage. Initial Consumer Rebuttal /* (3000, 21, 2015/01/07) */ ***Document Attached*** Demand Letter Sent 1/6/15 Final Consumer Response /* (3000, 28, 2015/01/12) */ 01/13/15: Alamo has replied back to me over the weekend that they are going to look into it again. I have not heard form them since January 9, 2015. The amount I am asking to have refunded is $480.00. I have had a charge back from American Express $132.42. I do not know why this amount and American Express cannot explain. The invoice is in Spanish. They sent me a picture of the wheel as proof of the phantom damage. They have never shown us a picture of the car. I offered them a settlement of $155 but did not hear back from them. The insurance was overcharged. We were told one amount and then when they do the currency exchange we were overcharged. I will email you my documentation. 01/15/15: Mediator received email from consumer. Thank you for the update. Please do let your contact know that we are in a position to file suit if this cannot be amicably resolved. In the complaint, in addition to the relief already requested, I will ask the Court to grant attorney's fees. This is a relatively small matter, as I have stated in a letter to Alamo. However, the behavior of Alamo was and has been so horrible that I am confident that a Court would find in our favor. While I am not making idle threats, this matter has gone on way too long as consumed way too much of my professional legal time. I am hopeful that Alamo/EH will stand behind its good name and do what is right by its customer base and seek relief from its franchisee under its franchise agreement. I look forward to a settlement tomorrow. Thank you, again Regards, ******* ********* (XXX) XXX-XXXX 01/16/15: Mediator received voice mail message from consumer and returned call with update. 01/22/15: Mediator received e4mail from the consumer requesting an update on the case. 01/26/15: Mediator received email from consumer. It has been well over a week since Alamo insinuated that it wanted to resolve this mess. Would you please relay to Alamo that I would like a resolution by EOB today? I may be reached via email. Thank you. ******* ********* 01/29/15: Mediator received email from consumer and returned the call. Called consumer and left voice mail message. I have not heard back from you, and I am becoming more pessimistic that an agreement can be reached. If Alamo does not resolve this matter by Friday, I plan to file suit. I have been patient, but there is no excuse for Alamo's delay and continued poor customer relations. Regards, ******* ********* (XXX) XXX-XXXX 01/29/15: I have not received the refund and want to know if they are going to overnight the check. I am satisfied with the refund amount as a resolution. 01/30/15: Mediator received email from consumer. When we spoke yesterday, I forgot to request that either Alamo or Alamo through the BBB put in writing that it will not attempt to revise the American Express charge back already in place. I will accept the check, so long as I have a guarantee that this matter is resolved, and that Alamo will do nothing to attempt to dispute the charge back. I would like the check sent to me via overnight mail, so that we all may track it, along with a statement per the above. Thank you. ******* ********* 01/30/15: Mediator received email from consumer. Please have the check sent overnight. I understand Upper Management is speaking with the BBB, and I am copying BBB on this email to avoid any further confusion or delays by Alamo. 02/02/15: Mediator received email from consumer. Good Morning - we are now 2 months into this matter, and Alamo still has yet to send the check. I would like a resolution today, as the delay is not acceptable and adds insult to injury. Furthermore, my agreement to accept the check as full resolution is dependent on Alamo agreeing not to dispute American Express' actions. I expect a substantive response today, as checking with management is not acceptable. *** XXX-XXX-XXXX 02/02/15: Mediator received email from consumer. Please provide the tracking # for the check. You stated it was sent 2 weeks ago, which clearly was not correct. If you wish to resolve this matter, then please provide the check immediately. Any further delay will result in a lawsuit, as I am tired of waiting and getting the constant and on-going run-around. CEG 02/03/15: Mediator received email from consumer. I did not receive any sort of response yesterday. I am confused as to why Alamo cannot do what it says, and now the incompetence is bleeding over to the US operations in that it cannot even send a check. I renew my request for an immediate status update with tracking information for the check. 02/03/15: Mediator received 2 more emails from consumer. Again, you have given me a response which just punts the responsibility. There is no reason why I have not received the check other than pure incompetence by Alamo. I do not understand why Alamo is doing this, especially with the BBB mediator involved. If Alamo would like to be sued over a nominal sum of money (including my atty fees since 12/1), then please make it known, so that I may proceed accordingly. Mr. ******: I am dumbfounded that you would not use overnight mail for tracking purposes based on the time-sensitive nature of this dispute. In addition, I have requested written assurance that Alamo/EP/etc. not take any action at anytime to dispute the charge-backs by AMEX. My acceptance of the check (assuming it was sent and arrives) is contingent upon your agreement with the above, as Ms. **** is well aware. Please provide me with a written statement (email is fine) setting forth our agreement. Thank you. ******* ********* XXX-XXX-XXXX 02/10/15: Mediator called consumer to verify refund was received leaving a voice mail message. 02/10/15: Mediator received email from consumer. I did receive a check - however, please confirm that you did not cancel payment on it. I only received one and based on what I was told, two should have arrived (with one being cancelled). I also need assurance that Alamo will not dispute the Amex charge back. Regards, ******* ********* (XXX) XXX-XXXX 02/10/15: I want to know if I received the good check or the check they stopped payment. How do I know and I want the check number. I have deposited it but it has not cleared yet. I do not want to give you the number of the check deposited and will wait to hear from you. 02/10/15: Mediator called consumer to update on the check number and left voice mail message. 02/10/15: Mediator received email from consumer. Mr. ****** - You seemed to have ignored my concerns. Yes, I received one check. I am waiting on that check to clear. However, you stated that 2 checks were sent, one of which was cancelled. However, I only received one check, and I do not know whether it was the one you cancelled. Please provide me with the check number for the good check. Also, despite repeated requests to both you and Ms. ***** you have yet to confirm that you will not be disputing the AMEX chargebacks. I need both of the above addressed before I agree to close this matter. Regards, *** 02/10/15: Mediator received email from consumer. Please point me to the email where you addressed the charge back issue? With all of the messages, I am unable to locate it. I look forward to receiving the check # on the good/valid check. 02/19/15: Mediator sent email to consumer to verify the refund check has cleared his bank. 02/19/15: Mediator received email from consumer. I understood that ** would be providing me with the check # I have not received that as of yet. Thank you. 02/19/15: Mediator received email from consumer. Yes - that is the sole check that ** sent and it has cleared. Regards, ******* ********* (XXX) XXX-XXXX Final Business Response /* (1000, 29, 2015/01/12) */ 01/13/15: Mediator called business and left voice mail message for ******** *****. 01/13/15: (******* ******) I am not contesting a charge back but will check if we have contested with Mexico. The PLI charge is mandatory in Mexico. We will do what ever we need to do. I will research the pictures of the damaged car and we want what is fair. I will look into this and get back to you. 01/13/15: Received document from business. 01/16/15: Mediator called Mr. ****** and left voice mail message. 01/16/15: Mediator called Mr. ****** and left voice mail message. 01/20/15: Mediator called business and left voice mail message. 01/21/15: Mediator called business and left voice mail message. 01/22/15: Mediator called business and left voice mail message for Mr. ******. 01/26/15: Mediator called business and left voice mail message for Mr. ******. 01/27/15: Mediator called business and left voice mail message for Mr. ******. Called ******** ***** and left voice mail message. 01/28/15: (******* ******) I have been in direct contact with Mr. *********. We mailed him the refund on January 21, 2015 and as of yesterday he has not received the check. He is in agreement with the amount of the refund. I will check to verify that the check was not cashed and we will stop payment and resend the check. I will send you a file with our email communication. 01/30/15: I will send Mr. ********* an email addressing we will not reverse charges and this will end all collection attempts on this account. I will reissue the check and send it overnight *** ** and supply the customer with the tracking number. 02/02/15: I sent him an email this morning. I will forward him the FexEx tracking number just as soon as I get it. Our normal check processing usually takes 21 days. It was resent on January 28, 2015. The anticipated delivery date will be on or before February 9, 2015. 02/10/15: Mediator called business and left voice mail message. 02/10/15: Mediator received email from business. This e-mail is to inform you that we have resolved your inquiry. If you have additional questions or require further assistance, please reply to this message and one of our customer service specialist will be happy to assist you further. Thank you for choosing Alamo, we appreciate your business. 02/10/15: (******* ******) I received an email from Mr ********* and will follow up with assurance we will not dispute the charge back on his AMEX. He has received the refund check. 02/10/15: I will check with accounting for the check number but that may take a few days. Please let Mr. ********* know the last sentence under my signature states will not attempt to reverse the charge back on his AMEX. 02/10/15: Mediator receive email from business. *******, I'm sorry that you feel I've ignored your concerns. As this case has progressed, I feel that I have answered all of your concerns in an attempt to completely satisfy you. I've sent multiple requests to have a check sent to your home (1/21 & 1/28). I've also specifically supplied the requested information at the bottom of my last message to you. I will reach to our accounting department to attempt to obtain a check number on your behalf. As I will have to open a ticket with our centralized accounting department who handles checks globally, the turnaround time could be lengthy depending on their service levels. Once a response is received, I will personally message you directly. When your check does clear in the coming days, please send verification so that we can know you are fully satisfied. ***** ****** Enterprise Holdings, Inc. Business Support Specialist Tel: ************ Fax: ************ Email: **************@ehi.com 02/18/15: Mediator called business and left voice mail message for Mr. ******. 02/19/15: Mediator called business and left voice mail message for Mr. ******. 02/19/15: I am checking to see if the check cleared and to get the check number for Mr. *********. 02/19/15: Mediator received email form business. The good Check Number is #XXXXXXXXXX ***** ****** Enterprise Holdings, Inc. Business Support Specialist Tel: ************ Fax: ************ Email: **************@ehi.com

2/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Alamo doesn't care how they treat there customer. Extremely rude and unprofessional. On 1/29/15 my husband returned RR#XXXXXXXXX while I was at work. During the return my husband explained to me that the return agent asked him did he return the gas on full. My husband replied NO. The return agent stated I am going to charge you $9.75 which is out gas prices for each gallon to refill the vehicle. My husband stated we go through this every time we return a vehicle. At that time the return agent and my husband got into a yelling match. Then at some point the manager approached and told my husband that she is putting him on the do not rent list. Wow. Wait. When did she ask how may I help? Is there A problem or anything? She didn't. What happened to the 1st amendment? Freedom of speech? All of this could have simply been avoided if the return agent simply asked did you prepay for the gas or would you like for Alamo to refill the tank for you. Every rental I have I prepay for the gas. If the Manager had been more professional and asked if there was a problem or if there was something she could do. None of this would have happened. The rental is under my name. So how can I be put on a do not rent list when I wasn't the one returning the car? The agent didn't check or ask if the gas was prepaid before stating he was going to charge $9.75 for each gallon to refill? The manager wasn't professional in attempting to resolve the situation?

Desired Settlement: To be removed from the do not rent list

Business Response: Initial Business Response /* (1000, 6, 2015/02/06) */ From: ********* ******* F Sent: Friday, February 06, XXXX XX:XX AM To: *****, **** A Subject: RE: ALAMO and/or 0189 ******** ****** BBB Complaint Case# ******* (Ref#X-XXXXXXXXX-XXXXXXX-X-XXX) I spoke with Ms. ******** ****** and allowed her to speak on behalf of her husband. The only details that she could state was "this happens a lot with this return agent and that the manager immediately came to him and said you are on the do not rent list. I explained to her that after reviewing the video, ***** the return agent did not shout anything during the time her husband was yelling at him. ***** did say he was sorry. When ******* the assistant manager, came over she asked what was the issue. He proceeded to get frustrated with *****. . ******* said it is an honest mistake but please do not use vulgar language towards my employee. He then started using profanity several times at her. At this point he was threatening our employees. There were several other employees who started walking outside to make sure nothing escalated from this point. Clearly causing a scene over an honest mistake. The customer kept using obscenities and this is when ******* said that if you continue, we will place you on our do not rent list. I also inquired about the account that is used for her rentals. She really did not what to say regarding it. I eventually said is this through you job account. She said yes but did not know who I can contact or what company it is. This is a foreign exchange student account that includes protection products and free fuel. From our conversation, it appears this account is in no way affiliated with Ms. ******. Eventually she was curious why she was placed on the Do not rent list when she wasn't there to return the vehicle. I explained that she is the main driver and she is responsible for any other drivers. If anything happens under her contract, this would be her responsibility. **** did explain that both ********* ****** and the additional driver were asked due to the threating nature of the additional driver to no longer do business with EHI. This interaction was viewed on security tapes.

2/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am filing this with St. Louis BBB since I have received correspondence from the Enterprise corporate office in St. Louis regarding my dispute. My complaint is not about the location I rented from. I rented a car from Enterprise at **** ** ********* ***** Salisbury, MD. I returned the car to the same location. I received a letter in the mail on or about January 10th from Enterprise corporate office in St. Louis a few days later claiming I did not pay a toll on December 21st and they were charging me $2.25 for the toll and Enterprise's $13.00 fee. I received a second letter informing me that a toll was not paid on December 28th and that I owed $2.25. I received two letters stating the same thing however the dates, invoice number and amount due all change. When I call nobody is able to help me. I do not believe that I was in the place they say this happened on either of those days. I have been given phone numbers and websites to call and go to but they are not helpful.

Desired Settlement: I would like this company to provide documentation to me regarding this violation they are claiming occurred.

Business Response: Initial Business Response /* (1000, 5, 2015/01/26) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *************@erac.com Citation Department unable to locate where this citation occurred. We have removed this from Ms. *********'s account and she is not responsible for this violation.

1/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This past September I had a car accident and I needed a car to drive. I took the car back to November 4, 2014 and before I got the car they did a walk around to make sure there were no damages. When I took the car back they told me there was dent in the car. I never saw a dent and I'm guessing someone maybe opened their car door and put a dent in the car. I did not do anything to this car. I told them I should not be responsible for this issue. I got a phone call yesterday and they said I owed $311.89. I told them this is not my fault and that someone did this to the car. I should not have to pay for someone's mistake. I told them I am not going to pay this and I should not have to pay. I am already having monetary issues, and adding on more issues for something someone else did would be even worse. I did not damage this car. I was spoken to very rudely when I was in the business. They spoke to me as if I purposely damaged this car.

Desired Settlement: I would like for them to excuse this issue.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ January 30, 2015 BBB St. Louis RE: ****** ****** XXXXXXX- Enterprise file XXXXXXXX To whom it may concern: Please accept this correspondence as our response to the complaint filed by Ms. ****** ******. We have reviewed the concerns raised by Ms. ******. Ms. ****** rented a 2013 Nissan Versa from Enterprise Leasing Company of Chicago, LLC dba Enterprise Rent-A-Car at **** W **** *** Oak Lawn, IL. At the time of rental an inspection was completed in the presence of Ms. ****** and the vehicle was determined to be rented without damage which she acknowledged per her initials on the face of the rental contract. The vehicle was eventually returned to the rental branch with damage. Per the terms of the rental contract executed by Ms. ******, she agreed to responsible for all damages to the rental vehicle, regardless of fault. Notwithstanding the foregoing, n reviewing the concerns presented by Ms. ****** we have decided to close our file. At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter has demonstrated our commitment to customer service. Sincerely, **** ********* Risk Manager

1/23/2015 Delivery Issues | Read Complaint Details
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Complaint: I had issues entering a coupon code when when I initially booked the reservation so I called both the reservation line and the my local Alamo and was told to bring the paperwork and code in to the office when came to pick up the car. I also confirmed a price via phone before the reservation to make sure that shuttle fees and taxes were taken off since I am a local resident (someone finally told me to ask for this after I had been charged several times because I didn't know to ask and no other clerk offered this bit of information). Anyway when I got to the counter the price over $50 more than the price I had confirmed when I called the night before. In addition to this I was told that they could not apply my coupon code because it had to be applied during the reservation. I asked to speak to a supervisor to see if she would be able to help and hopefully override and apply my coupon once I explain to her that I called in advance. ******* was NO HELP AT ALL. She did not ask me to get full clarification of the situation from my perspective, she never offered a solution. She was very non chalant, unwelcoming, never smiled and bluntly said "I'm sorry but there's nothing we can do." I asked her if there was any current promotions going on that I could take a advantage of to help get the car at the price that was quoted to over the phone which was closer to what my family had budgeted. She careless said "NO, and actually you are getting a good price compared to what the regularly go for" Then walked off and told her staff that they could come get her if needed her for anything further regarding the situation. I told the clerk I would step away from the desk to see If I could contact my credit card company or check online for a better rate... as soon as I logged onto the alamo website I found the exactly same vehicle for $40 less than what they were asking for at the counter!!! I walked back to the desk and ask the clerk if she have the supervisor adjust the price and she suggested I book new RSVP Product_Or_Service: Dodge Minivan Account_Number: XXXXXXXXX

Desired Settlement: I am a loyal "Alamo insider". Whenever I need a rental Alamo is the first place that I go. So I was highly disappointment with the lack of professionalism & customer service that I received this morning. I would like to get my 20% off applied to my reservation and it would be nice to receive coupons FROM Alamo that they actually honor. In addition please REPLACE or TRAIN your supervisors towards better customer service and satisfaction. How are they suppose to be good examples for theiremployees

Business Response: Initial Business Response /* (1000, 10, 2015/01/22) */ Contact Name and Title: ******* ******** Br. Mgr. Contact Phone: ************ Contact Email: ******************@ehi.com I spoke with Mr. ****** and she was mostly concerned that we couldn't work something out. She mentioned that they couldn't enter the code online and said to ask for a manager and see if they can help. She said that when ******* came to help she didn't seem interested in helping her out. I did ask if she was rude and she said, "I do not think she was rude, just didn't want to work with me. Maybe she was having a bad day, but I wasn't used to this at Alamo. I've had great experiences" I apologized that we couldn't resolve the situation at the time of the rental and offered her 20% off that rental, $50 Alamo vouchers and a conversation with ******* regarding the situation. She was extremely pleased with this and will come see me next time she needs a vehicle.

1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On 11/26/2014 I rented a car from Alamo in Montego Bay Jamaica. I was quoted at price of 362.52. When I got to the counter it was a whole nother story. I was charged 453.78. I have been calling Alamo ever since with no response. I have been on the phone with customer service so many time that I will never call or rent from them again. Customer service has transferred me to 3 different departments. I'm due 91.26. I have asked for someone to call me back and nothing has been done. Product_Or_Service: rental car Account_Number: XXXXXXXXX

Desired Settlement: I would like my money back that I was over charged

Business Response: Initial Business Response /* (1000, 9, 2015/01/08) */ Dear ********* R ******, I have been in review of your complaint in regards to your recent rental at our Montego Bay Airport location. I want to first apologize for the great disappointment our company has caused you. Enterprise Rent-A-Car is dedicated to providing a level of customer service that is recognized globally for excellence, and I am so sorry this goal has not been met for you. Therefore, I will be contacting you directly to resolve the issue in regards to your additional charges. I really appreciate you bringing this matter to our attention. I look forward to contacting you soon. Sincerely, ***** Enterprise Rent-A-Car

12/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was supposed to receive Miles, NOT rental credit credits for my emerald club membership. I would like to receive what i signed up.

Desired Settlement: Convert my rental credits to miles/points for my desired airline.

Business Response: Initial Business Response /* (1000, 7, 2014/10/09) */ I previously left a message for ******* **** and I never heard back. ******* **** may have called Emerald Club customer service as this is one of the phone numbers I left along with mine. Emerald Club stated ******* **** isn't eligible for FF miles based on the corporate account on their profile. Emerald Club customer service is really the only one that can assist the customer. They can be reached at XXX-XXX-XXXX. **** ****** Administrative Supervisor National Rental Car XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 14, 2014/10/10) */ Please re-open this complaint, I have not been contacted by the business!! Final Consumer Response /* (3000, 19, 2014/12/24) */ 12/30/14: The business contacted me and said there was nothing they could do. I contacted the Emerald Club and left messages. I was told based on the rate code I was using that I did not qualify for airline miles. The account was set up many years ago by my employer. I am not happy and I do not like there policy but I understand I cannot earn airline miles at all. There is no reason to proceed with mediation against Enterprise Rent A Car since I do not have airline miles to dispute.

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Entered into rental agreement number RA XXXXXXXXX with business on 10/13/14 terminating 10/14/14. left a hands free ***** brand ear piece for iphone 5c in vehicle upon returning. Spoke to ***, employee at company, the evening of 10/14/14 and *** informed me that he had the item in his possession and would I call back during the day to facilitate returning the item to me. Called Thursday a.m. 10/16/14 and spoke to **** in the exit booth who informed me that Enterprise would call me to further my request. Called and spoke to **** on Friday 10/17/14 at 11:40 am EST who again informed me that Enterprise would call me and further my request. Called Enterprise again on 12/3/14 and spoke to brandon who assured me that the risk manager would call me that same day. No response from Enterprise at all since initial call on 10/14/14. Product_Or_Service: Car Rental Order_Number: Confirmation Number: Account_Number: RA XXXXXXXXX

Desired Settlement: My JABRA hands free item is a $40 item. Seeing as they did have the item in their possession I think it's fair that it be returned to me or that it be replaced. I will not accept a discount on future rental but will accept a credit to the credit card that I used to pay for the rental car on 10/13/14, or cash/check for $40.

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Contact Name and Title: **** ***** GRM Contact Phone: ************ Contact Email: ************@erac.com **** ********* our Branch Manager at Enterprise did look into this situation for Mr. *****. The customer called our location asking if Enterprise had recovered a blue tooth headset, which they did. In the lost and found process however the blue tooth device was lost. Mr. ***** contacted the branch numerous times without the item being found and no follow up. **** on 12.22.2014 spoke with Mr. ***** and agreed that since Enterprise lost his item, they would replace it per the request of his initial statement. **** has refunded Mr. ***** $40.00 to his credit card per Mr. *****'s request, and did follow up with a phone call where Mr. ***** was satisfied with the resolution.

12/5/2014 Billing/Collection Issues
11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was browsing the Enterprise Car Share website looking at cars and prices. The next day I had a credit card charge for $17.44 from Enterprise Rent-a-Car. I contacted Enterprise Rent-a-Car to ask what the charge was for, but they had no record of the charge. I then contacted Enterprise Car Share and they informed me that I had rented a car yesterday. I told the representative that I had not rented a car yesterday. He checked his records and noted that the system said I had a rental contract, but that I had not picked up a car and that there were no miles recorded on the odometer. He offered to refund me $7.44, but keep $10. I requested a full refund, but he refused. Product_Or_Service: none

Desired Settlement: I would like a full refund of $17.44

Business Response: Final Consumer Response /* (3000, 6, 2014/11/24) */ I have received a full refund from enterprise at this time.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On July 14, 2014, I rent a vehicle for the National Rental facility of the New Hampshire at the Manchester- (National 10DN/ Alamo 10DP). I return the vehicle on July 18. I walked around the vehicle along with the attendant, **** ******** Station Manager. She gave me my receipt and made no mention of damages on the vehicle. Several hours later, I checked my email and received a note of the attendant asking me about yellow paint under the undercarriage and on the tires. Please see the communication. (Attached) In the email exchange, I communicated that had no not damaged the car in any way and told her I assumed that when you did her walk around and gave me receipt that she saw the car was in the same condition that I rented it. I asserted that in no way had I damaged the car and that any damage must have come from a previous owner. She never provided any documentation showing the damage or proving that damaged the car. She just accused me of damage to the car via email after my rental agreement was settled and after I left the facility.On July, I received a letter (attached) asking for me to pay for damages. I am in no way responsible for damages on this vehicle and I would like to put this claim to rest. I have rented periodically from National and specifically with National consistently for the past 3 year and always handle the vehicles with care. For the agent to accuse me of the damaging the car, painting or is concerning to me I would like to see time stamped picture of this vehicle before and when I returned it. There was no mention of this damage. I even asked her how to get to me airline gate she directed me so for her to make is seems as though I left the car and ran is misleading. Additionally, in this technologically drive world, I would have expected her to show me the damage that I am being accused of. I have provide my credit card company ********* ******** with proper documentation that National requested to facilitate the investigating the claim. In correspondence with National Rental Car Company, American Express has not received any of the documents requesting including the following:Check in / Check out slipsAccident / Incident reportPhotos of damageDemand letterAppraisal or estimate of damagesFleet Utilization Log or proof of payment for completed repairsThis inaction on the part of National Rental Car leads me further to believe that I am being made to pay for damages that I had not part in created and that National is not actively trying to resolve the issue in a collaborative way as describe letters that have sent me the agents accusation.I take issue with this process and I would like to be contacted by someone from I would like their claim of damage to be dropped and rescinded in writing. I did not damage the car and I think it is clear evidence by the fact that they refused to provide any documentation suggestion that I was the one who damage the car, if was damage at all. They way this all transpired feels like the charge were fabricated. Product_Or_Service: July 14 Account_Number: XXXXXXXXX

Desired Settlement: I want to be contact by an corporate liason to resolve this. I want my record cleared of the claim. It is unfounded and unfairly being handled. I travel almost every week to destination throughout the US and at my destination I rent National Rentals and I do not want this accusation to impact my ability to rent a car, nor do I want it to impact me credit. I need this resolved expeditiously. Please feel free to contact me at XXX-XXX-XXXX.Thank you, in advance, for facilitating my request.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Area manager has contacted the customer and the issue has been resolved Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I chose no because, I have not received in writing that the claim has been rescinded. I did talk with the district manager who was kind, very customer service oriented and apologetic that the situation occurred. He did tell me that I would be receiving a letter, for my records, that would statement that my account is clear of any charges or claims. Once I receive that, I will accept the response. Thank you! ****** ****** Final Consumer Response /* (3000, 14, 2014/08/29) */ I was asked is the resolution was sufficient and I answered "no" because I have nothing in writing. I don't understand why this is being closed when I have nothing in writing as promised by the district manager. If this comes up again down the line, I have nothing in writing to proved that rhis issue was resolved and that there are no claims against me from Natonal Rental Car Co. Please advise. Thank you.

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: On October 10 of 2014 I made a reservation with Alamo rent a car via internet. I was to pick up a rental car in *********** Mexico in which the contract stated that my total cost for one weeks rental would be $107 this being the total cost for one week. When I arrived to *********** I began to have issues I was told that if I wanted to get the car I would need to accept a small vehicle with less space, less comfort and not appropriate for my needs and not the one I had chosen in my reservation. I had no choice but to accept because the need for the vehicle at this time was urgent. And the people who were in charge of attending the customers were very rude!. As I stated before I had no choice but to accept the car. When I returned the car a few days later I come to find out that the price for this rental would be even higher. According to them the car had a severe damage In the front bumper in which they had not marked in the damage report when I first got the car. The truth is the car had no damage in the bumper but a dirty mark and which is now causing me to have to pay the whole bumper otherwise I would loose my flight because according to them they were going to collect the money from my credit card either way. I took pictures of the front bumper for evidence in which I there is no damage AT ALL to the car. This is not the first time I rent a car and I have never had any issues with other branches. However it is the first time that I rent a car with Alamo and I have to say that my experience with them was not a pleasant one. It was fraud and a horrible experience and false advertisement. Product_Or_Service: RENTAL CAR

Desired Settlement: with this being said I ask for your help to have Alamo be fair with customers and to return my money that was taken from me unfairly. I did not do any damage on this vehicle on the other hand I actually returned the car sooner then expected. It is unfair that Alamo is doing this to their customers that travel to *********** Mexico.

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ Dear **** ********* *******, I am currently in receipt of your inquiry regarding your rental experience at our Alamo *********** ****** rental location. I am very sorry for the inconvenience this matter has caused you. Alamo Rent A Car is dedicated to providing a level of customer service that is recognized globally for excellence, and it is disappointing to hear when this goal has not been met. Therefore, I will be contacting you directly to discuss the service of the agents and damage charges. Upon this contact, I will be working with you to reach a suitable resolution regarding this matter.

10/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They picked me up at **** ***** *** on 09/29/2014 and I brought a tote bag with my belongings. We went to the office to get a rental car. In the process my garage door opener fell out of my tote bag. **** was handling my tote bag and he didn't notice the remote had fallen out. I didn't notice it was missing until I got home that night and the office was closed. I called the next morning to report it. They told me that would watch for it. A couple of days later they found it in the first car I was in. He told me that he would mail it to me. I waited patiently for the garage door opener and it didn't come. I called them back and they told me that they didn't know I wanted it mailed. they told me " oh, you can come by and get it" I told them I don't live close by I wanted it mailed. Last Wednesday **** told me that he would mail it to me and I told him that if I didn't get it by Friday that I would take further steps. I still don't have it.

Desired Settlement: I would like my garage door opener mailed or delivered to me as soon as possible to resolve this complaint.

Business Response: I delivered this garage door opener to ******* ******** yesterday, Monday, October 13, 2014. This is resolved. Thank you, ***** ****** Branch Manager Enterprise Rent-A-Car Consumer Response /* (3000, 13, 2014/10/23) */ I just wanted to update the case. She put the garage door opener in my mailbox on the street with a note and with my name and phone number. She left it on Columbus Day and I had no idea it was there. She called the next day and asked me if I got my garage door opening. I think this very poor customer service. This was handled poorly and I want it on the record that I feel they were defiant in assisting me. This left me with a lack of security and someone could have broken into my house and they had my personal information. It is illegal to use my mailbox and she should be addressed.

10/22/2014 Delivery Issues | Read Complaint Details
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Complaint: BBB,I made an online reservation with Nat'l for pickup in Paris. When I went to pick up the car at approx 11am I was denied because I did not have my passport with me, only a driver's license. My passport was still at my hotel with my bags. The confirmation email did not specify that I needed a passport and I have always used a drivers license to rent a car. Nowhere in the fine print did it state that I needed a passport. There was text that stated I would need an "ID Card", not a passport. I have never heard that a passport was called an ID card.They would not give me a car and during the process one of the women behind the counter proceeded to yell at my wife in front of my two young children.There are many things that I could complain about, but here are the main problems:1) It was not clearly stated in the confirmation email that I needed a passport2) The agent was rude and had no right to yell at my wife3) I arrived at the rental agency at 11am and left at 6:30pm My entire family was stuck in a hot train station for 7 1/2 hours during my vacation because this company does not know how to clearly state the requirements of a car rental.They obviously have guidelines for passport requirements, but because it was not clearly stated I lost almost an entire day of my vacation, not to mention how upset for family was.After hours and hours and arguing and eventually was forced to go all the way back to my hotel to get my passport. Ironically, the rental agency next door offered to drive me back because they saw how rude our agency was.

Desired Settlement: I would like a full refund as a result of the horrible events that took place during what was supposed to be our best family vacation ever ($1,043).This vacation was 13 days and cost over $15,000. That is over $1,100/day so the full refund isn't even as much a one day of lost vacation time. In addition to the money I lost, my family had to endure over 7 hours of horrible events.**** from International Customer care was not helpful at all in resolving this.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ I am currently in receipt of Mr. *******'s inquiry, and I am very sorry for the issues that have transpired at our Paris rental location. Enterprise is committed to providing the best products and services in the car rental industry. Please be assured that the service the customer received is not indicative of our usual high standards of excellence. Therefore, I will be reaching out to Mr. ******* directly to settle this matter in the most appropriate way. Initial Consumer Rebuttal /* (3000, 8, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They wasted my time .... AGAIN! They told you that they would reach out to me. After spending much more time on the phone they offered me the SAME EXACT free 3 day rental. Why would I want to get a free rental from a company that treated me like dirt! Please keep this complaint open and let them know that I want a refund and not a free coupon for more horrible service. I am really counting on the BBB to help to ensure that companies DO NOT continue to treat people this way. I needed a car rental for my vacation. I had no choice but to rent from National/Europcar. I feel like they knew I had no choice so they felt like they could treat my family any way they chose. THIS IS UNACCEPTABLE and they need to be held accountable! Final Business Response /* (4000, 10, 2014/10/22) */ We believe that we have taken all reasonable measures to rectify Mr. *******'s concerns. 1. Our Enterprise Employee in France (Mr. *******'s reservation was with National Car Rental) offered and drove Mr. ******* to his residence to obtain his Passport so that he can rent with National. 2. We offered to show Mr. ******* where exactly he received notification that a Passport or ID Card was mandatory. Mr. ******* declined that offer. 3. We offered 3 Free Day Vouchers redeemable at National Car Locations in US and Canada (Excluding Manhattan). This opportunity was given to Mr. ******* twice. Mr. ******* declined both offers. Please reach to me if you have any questions/comments/concerns.

10/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Contacted site manager ******* 1-day after car return requesting retrieval of work files left in car with follow-ups over 10 days. Files not returned. Returned Enterprise vehicle lic# XXXXXXX on Jun 27th. Contacted site manager ******* on Jun 28th to request assistance in retrieving business critical work files from the vehicle. A promise was made by ***** to return the files. I followed up nearly daily for next 10-days talking with other employees (****** and ****)who promised to let me know when the car was back on site and that the files would be express mailed to my attention. As of this date, Aug 28th, still no follow through from the Enterprise site. Rental Agreement of vehicle is XXXXXX.

Desired Settlement: Immedidate return of the business critical file left in the vehicle.

Business Response: Initial Business Response /* (1000, 11, 2014/10/07) */ Customer left sensitive documents in the wheel well (spair tire area) of his rental vehicle. The vehicle was cleaned and re-rented. After multipule attempts to locate the car and paperwork, the car was found but no documents were recovered.

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been a loyal customer with Enterprise Car share. August I was using the service and on August 28 I noticed the car share program took an entire months worth of charges in one day, overcharging my bank account. Normally they debit my account the following day of turning the car in. I was getting the receipts that they had taken the payment. I receive the payment in my account for funds being held. I saw on the 28th they have taken out over $900 at one time. I called and asked if they changed their billing cycle and they said no and took my info down and said they'd have someone to look into it. My account is overdrawn by $1,000 and am incurring NSF Fees. No one has called me back nor sent compensation. I spoke to the coordinator for the area, *** ******* He called me back but by this time I had already spoken to my attorney. My bank stated they showed the transaction date but enterprise never actually transacted the money until the 28th. I got a print out of that. I gave them a different debit card and everything is working perfectly. I do not understand what happened from July to August 28th. No one has any idea or answers. Last thing I heard was last Monday when a man called to assure me they have their IT working on it. I am still getting charged $25/week. I have been charged 10 $36 overdraft fees. My bank policy is they only do 4 per day for everything that posts. The 29th of August to the 3rd I got charged 4 $36 transactions. Last Friday I got charged $25 and I will be charged another $25 this week. I am now $1,108.65 negative with my bank at this time. I talked to my bank to let them know what was going on and have been back and forth between my bank and Enterprise.

Desired Settlement: I would like them to refund all of my money for the month of August including reimbursement for overdraft/NSF fees.

Business Response: Initial Business Response /* (1000, 8, 2014/09/26) */ Contact Name and Title: **** ****** Contact Phone: XXXXXXXXXX Contact Email: *******@erac.com This situation has been resolved. Enterprise refunded her $144.00 to her account and apologized for the billing glitch. We explained to customer Carshare is not responsible for making sure the funds were in her account to cover her rentals. We came to the agreement Enterprise CarShare would cover the overdraft fees for the billing error. We ended the conversation with her understandng.

10/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We had our car in the shop at **** ******** and as part of our warranty we were given a vehicle to use (free of charge for us) to use until our car was ready. We rented the car on 8/19/14 and returned the vehicle 8/22/14. Enterprise takes our credit card info when we rent a car as protocol but should not apply any charges unless there are issues when the car is returned. I checked my credit card statement online and it says we were charged 90.00 for rental of the vehicle from 8/19/14-8/27/14. My husband went to Enterprise in person on 8/27/14 to report the charges. They said **** ******** didn't return their keys until the 27th and that is why the charges were applied. Regardless, **** ******** should have been charged, not us. I called Enterprise on 9/2/14 regarding refund and they said they would call me back to let me know it was taken care of, but never did. They said that their accounting department would have to take care of it and that an email had been sent to them to take care of it. My husband went back up there on 9/10/14 and the issue was still unresolved but they said it will be looked into. I called again on 9/18/14 requesting my refund and answers. They said sometimes they just get busy....they later called back and said manager would refund my money that day and that it would show up on my credit card as a credit no later than 9/22/14. I still have no refund as of today.

Desired Settlement: DesiredSettlementID: Refund I would like my money refunded!! Im not making any more phone calls or drop ins to Enterprise. $90.00 on my credit card or a check is fine

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ We refunded her the $90.

9/16/2014 Advertising/Sales Issues
9/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: To Whom it May Concern,Today I called into Enterprises Accounting Department to inquire on a past debt that has been haunting me for some time now. I keep getting told that I am on a Do Not Rent list due to an accident that happened in 1998. First off, I never rented a vehicle that was damaged and not paid for. There was only one time to where that was the case and I believe it was a Mazda of some sort and my insurance ****** covered the cost since it was an insurance rental in the first place.I have been dealing with this since then and I keep getting directed to Area Managers when it is time to rent a car and they typically bypass the warning and I still am able to rent the car. You can check my rental history and see that every rental in the past 3-4 years has been without issue. It is just a huge mess and the Managers tell me that they will get it taken care of but this has never happened.Today during the call I was told very rudely that I would have to prove that I had identity theft if this was ever going to be taken care of. First off, back in 1998 it was fairly simple to obtain someones drivers license and do practically anything without the person knowing. I asked if they had the contract or any video of the rental and they told me that they do not have to provide anything, but the problem is with me. That is very unprofessional considering this is really not my fault. I have been very good about taking care of issues through my life and I would have not let something like this happen considering I have had insurance my entire life. Why would I not claim something that I did?!? For being such a large company and having such poor customer service astonishes me. I would hope that someone would feel some compassion for this erroneous problem but all I got was a cold attitude which upset me.I really want resolution to this considering through my company, my auto warranty and my insurance, the preferred provider is Enterprise. I have no qualms in any way except for this and I wish this would just come to an end sooner than later. Please escalate this issue to who it needs to go to and I am always willing to cooperate with any questions or concerns that may come about.Thank you for your help.

Desired Settlement: To take me off the Do Not Rent list and clear any wrongdoing.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ I spoke with Mr. ********* about his concern and informed him that I would look into it and would call him back to discuss. I did the necessary research and have left messages for Mr. ********* at the number provided. I also followed up with an email to the email address provided. I have not received a return call or return email. I will close the file and if I hear back from Mr. *********, I will glady discuss his concern.

9/2/2014 Delivery Issues | Read Complaint Details
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Complaint: Made reservation for vehicle rental and I was asked if I was using a major credit card or a debit card. I told them a debit card. The person making my reservation then said that I would need to bring 2 utility bills to rent a vehicle. I then told her that I did not have 2 utility bills available and that I had never had been required before as I have been a customer for a number of years rent in multiple vehicles. She then told me that would not be a problem and was making a note in the computer for my reservation. Upon arriving to rent the vehicle I was asked for 2 utility bills. I explained what I was told when I made the reservation and was very rudely told NO that they could not do it without 2 utility bills. I asked to speak with a area manager and never was allowed to speak with him.i asked for his phone number and they said he did not have one.

Desired Settlement: I would like to speak with upper management with the company to discuss the issue.This situation cost my family our vacation. The rental was a 3 day rental at $80 per day. I would say at least they could do is a free rental as a resolution. Thank you ***** ********

Business Response: Initial Business Response /* (1000, 7, 2014/09/02) */ Per Area Mgr. I have called him 4 times and unable to leave him a voicemail or talk to him. Per Branch Mgr. Customer was very rude on the phone when I called him. He cam in earlier this month and wanted to rent a car. Set the reservation up with the call center, the call center even put in notes that he said he will not provide bills and she noted that she tried to tell him any way about what he needed and he would not listen. My office called first thing the morning of the rental and left a message for him letting him know what he needed. He then came in and stormed out, asked for my name and I even spelled it for him so it was correct. He never asked for my area managers number or anything. I tried offering him to call and get things faxed over and he was just yelling at me. When I called him back he just wanted to get a free weekend while telling me how rude I was. I let him know that it is noted multiple time of how people tried to tell him what the policies are and how these come from our corporate office and can not be altered. He got angry and hung up on me.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I rented a car from Enterprise in March 3014. When I returned the car on March 22,2014, Enterprise found a dent on the rear bumper and said I was responsible for the damage. Enterprise charged $250 to my Credit Card (the amount of my insurance deductible). Since I did not believe that the dent happened while I had the car, I protested the claim with the Damage Recovery Unit of Enterprise. On June 6 I received a letter from the Damage Recovery Unit that they had closed the Claim (agreed that I had not caused the dent.I have called several times since then requesting that they refund my $250 but it has not happened.I am requesting that BBB help me get the $250 refunded.

Desired Settlement: I am requesting that Enterprise promptly send me a check for $250.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Left Message for **** ***** informing that we sent a $250 check out to him yesterday Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the response by voicemail that a check was sent but as of 6pm on August 26, 2014 I have not received a check. I still seek a check for $250 to resolve this issue.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Rude and Arrogant behavior from Enterprise Rent a Car STL Airport manager - **** ********.Refused to exchange a rental car left me disgrunted. Hello, This is ******** ***** writing to you from St Louis,MO.I have been renting cars from various car rental providers for years and This wasn't my first tryst with enterprise either but possibly the worst with any car rental company. I rented a car from one of enterprise locations in Manchester,MO.After couple of hours I realized that my rented car(Kia Rio) doesn't have a Cruise Control and for my oncoming trip I needed a car with Cruise Control.I called back Manchester Location and asked if I can get a car with Cruise Control,I was ready to pay for the upgrade.I was being told that there is no availability at Manchester and I can check at STL airport location.So I called in STL Airport Location and was being told that I can come in and get an exchange. Now this is where the story gets interesting I drove over 20 miles to STL Airport and to my surprise I was denied the exchange saying since there isn't anything mechanically wrong with the car we can't exchange it.I told the manager **** ******** at STL Airport Location that I called in before coming and the executive told me that we can do an exchange.But in spite of doing anything to my dismay,manager **** ******** asked me to leave saying that we have other customers to serve.**** ******** is one of the rudest manager I have ever met in the customer service industry and this was definitely my worst experience.I always used to think customer experience is of utmost priority to Enterprise guess what I was wrong. I was stuck with a car for 3 days which I didn't want to drive and above all I couldn't do anything about it even though I was ready to pay for an upgrade.Really disappointed with enterprise. My confirmation number is : TMGL3F and my Enterprise Plus member number is ******** Date of rental - August,X XXXX. Regards, ******** ***** +X(XXX)XXX-XXXX

Desired Settlement: I expect a resolution for all the harassment which I have been through for renting a car with enterprise,my whole trip was ruined and I need a resolution and an apology from the manager **** ******** for the rude and arrogant behavior along with the reason to refuse an exchange.I am really disappointed with the manager and enterprise as I have already complaint several times to Enterprise but no resolution yet. I need an apology from the manager for his rude and arrogant behavior and someone to call me on this.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ Resolved. Customer wanted to switch out at airport from car at 0105 because he wanted cruise control and we couldn't do it. We refunded him 20%. I apologized for ****, as he is not in the office today. **** ******* ENTERPRISE RENT-A-CAR Branch Manager St. Louis Airport **** ******* ****** *** *** *****, MO XXXXX Phone: (XXX) XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't accept the response as **** never mentioned that she is apologizing on behalf of ****.I still need an apology from **** and don't need any refund of 20% as I have already mentioned to **** I haven't raised this issue for money. Also I need a write-up of policy from the business where they have clearly mentioned that STL Airport will not do an exchange until there is a mechanical defect.And this policy write up should be accessible publicly otherwise so that every customer can read it.Does enterprise has this policy written somewhere ? I hereby reject the response because of above reasons.

8/18/2014 Delivery Issues
8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: On March 25, 2014, I reserved a one-way car rental from Alamo, to be picked up at the Mexico City airport on 4/3 and to be returned at ****** Airport on 4/7. The estimated price was $337.88. The contract specifically provided for return at the ****** Airport, with no other address provided. The night of 4/6, we noticed that although the Alamo website listed the ****** Alamo office as being at the airport, an address on the website was not even near the airport. We called Alamo and were told there was an Alamo desk at the airport, and we should drive the car to the airport, park it in the airport parking lot, and drop the keys at the desk outside of baggage claim. There is no Alamo presence whatsoever at the ****** airport. This was later conceded by Alamo in an email: although we still do have a location that services ****** it appears they may have moved to an offsite location.The morning of 4/7, we drove to the airport as instructed, and as provided for in the rental agreement.The ****** airport is has 1-terminal and 1 parking lot. Upon our arrival we were told by airport personnel that rental cars should be left in the parking lot, and the keys turned over at each rental company's desk in the terminal. We parked, and once inside were told that there had been an Alamo desk, but it had been closed months earlier. We called Alamo, and were told to mail the keys to the Mexico City office, despite its being hundreds of miles away from ******. That night, after we had returned home, we received an email from Alamo in Mexico City, asking where the car was. I responded with the information above, and asked them if I should send the key somewhere else. They instructed me to send the key to Mexico City. I did so the next day.On 7/24, Alamo charged $739.64 on my credit card, more than double the estimate, claiming airport parking fees and gas (we returned the car with more gas than it had when we got it). Product_Or_Service: Car rental

Desired Settlement: We brought the car to the airport because the Alamo contract said to, the Alamo website said to, and the Alamo phone representative said to, on the day and time provided in the contract, with more gas than it had when we rented it, in the same condition in which it was rented. Alamos unilateral charge of double the rental estimate is theft of $401, which should be refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Contact Name and Title: *** ********** Contact Phone: Int. Customer Care Contact Email: *******************@alamo.com We have apologized to Mr. Felmer for any misunderstanding and have renmbursed him the full 401 USD that he was asking for.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We booked a rental car online through the US Alamo site for a 6 day rental in Costa Rica for an estimated total of $123. Online, we declined insurance coverage as US-based auto insurance provide coverage. When we got to the counter we were told that insurance coverage was mandatory. We protested, explaining that we already had coverage and our agent explained that in Costa Rica she had to charge us for insurance and that she would only apply the mandatory minimum coverage that was allowed. This turned out to be $72 for third party coverages and $90 for accident protection. Furthermore our bill also had a $34 airport fee. When all was accounted for, our $123 reservation became $309.We contacted another Alamo Costa Rica employee a few days later and we were informed that it was not true that the $90 accident protection was mandatory and he removed it from our bill. We were infuriated that we had been outright lied to about what was a mandatory charge. We also learned that the $34 airport fee is a percentage of your total rental and the fee is to take the shuttle from the airport to the counter, a ride that took 5 minutes. At no time on the day of the rental were we told we would be (or had been) charged for the ride. We fought these additional fees with Alamo US upon returning and were told that the email confirmation explains that the insurance purchase is mandatorywe looked at the confirmation and this was nowhere to be found. In short, we were grossly overcharged, fees were hidden and not explained to us, and we were lied to about $90 in supposedly mandatory fees that were actually optional. This is an entirely deceptive way to run a business. Product_Or_Service: Rental car - economy

Desired Settlement: The US (and Costa Rican) Alamo reservation online site must be more transparent about their fees including:--The charge for the shuttle ride from the airport to the counter--If a fee is mandatory (as it is for one of the insurance types) it should show up on the estimated rental charge.--Employees must be disciplined for lying about what is a mandatory charge.

Business Response: Initial Business Response /* (1000, 6, 2014/08/04) */ To Whom it May Concern: Please allow me to begin by offering our sincerest apologies regarding the information the custmer received at the counter. Alamo Rent A Car is dedicated to providing the best car rental services in the industry and it is never our intention to disappoint a valued customer. Mr. *****' comments have been forwarded to our business partner location in Liberia, Costa Rica for follow-up and review with the agent who assisted you with his agreement. Additionally,I reviewed our web page for information regarding mandatory coverage and confirmed the information is not readily available, as it should be. As a result, our Web Development Team has been notified and will be making the necessary revisions. We appreciate Mr. ***** bringing this matter to our attention. It is customers like him who help us acheive our customer service goal of being the best car rental company globally. Best regards, ****** ***** Escalations Coordinator Alamo Rent A Car

7/21/2014 Billing/Collection Issues
7/21/2014 Billing/Collection Issues
7/7/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service
6/30/2014 Advertising/Sales Issues
6/23/2014 Problems with Product/Service
6/13/2014 Billing/Collection Issues
6/11/2014 Delivery Issues
6/5/2014 Billing/Collection Issues
6/4/2014 Billing/Collection Issues
6/4/2014 Billing/Collection Issues
5/23/2014 Advertising/Sales Issues
5/2/2014 Billing/Collection Issues
4/30/2014 Advertising/Sales Issues
3/31/2014 Problems with Product/Service
3/25/2014 Problems with Product/Service
3/25/2014 Guarantee/Warranty Issues
3/24/2014 Advertising/Sales Issues
3/24/2014 Problems with Product/Service
3/21/2014 Advertising/Sales Issues
3/14/2014 Guarantee/Warranty Issues
3/5/2014 Guarantee/Warranty Issues
2/28/2014 Advertising/Sales Issues
2/4/2014 Problems with Product/Service
2/3/2014 Billing/Collection Issues
12/10/2013 Problems with Product/Service
11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told since the day I wanted to bring the car back Enterprise would be closed due to a holiday they would only charge me for 3 days instead of 4. Well they charged me for 4 and when I reminded them of what they told me they said there is nothing written saying so and therefore they would not refund my 69.99 plus tax back which is the extra day they told me they wouldn't charge me for.It took so long to file a complaint because Enterprise did not send me a copy of the bill like they said they would I had to wait until I got it from the charge card co. Product_Or_Service: rental car *** S ** ******* *********** **

Desired Settlement: Refund $69.99 plus tax

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ I spoke to the consumer regarding her concern about the charge for the additional day of rental. I have agreed to refund her Credit Card for the additional day, $76.91. The consumer is satisfied with this resolution.

11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rented a car for the weekend for 9.99/day when my husband returned the car they said that we would not get the deposit back because we didnot say that we were going out of town. When I picked up the car I told ***** that I was going out of Town to a Football tournament and even wrote it down on the form I filled out. I fill like i was scamed and not given the full explanation on the advertised price I was under the impression the we were given 300 miles per day. Also when we got back intown and cut the ingnition off the key got stuck and would not come out so we had to take the key knod off leave the keys in the ingnition and lock the doors with the key knod then block the car in so no body would try to steal. Product_Or_Service: rental car

Desired Settlement: Refund Deposit

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ I have spoken to the consumer regarding her concern about the charges on her rental and the situation is resolved. The consumer reserved a vehicle online for the weekend. The rate she received included 100 miles free per day. She was renting the car for 3 days and would receive 300 total free miles. She said she thought she was going to receive 300 miles per day for free, not 100 miles per day. I have agreed to refund the difference for the mileage charge, $69.97, on her Credit Card. The consumer is satisfied with this resolution.

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I went to the Brentwood Enterprise and was offered a $19.99 per day rate due to my company discount. 6 days later I found out my personal vehicle had $5000 in damage that I would have to absorb. I tried to contact the Enterprise manager 4 times unsuccessfully that day attempting to reserve a less expensive car. I went to return the car the next day hoping to get a less expensive car or maybe a lesser rate. The Enterprise agent said they had nothing less expensive and I would not find anything less. Since I was only paying $19.99 per day, they would keep that rate. The following Sat afternoon, the "Engine Maintenance" light came on where I did not drive the vehicle for the last 2 days in fear of destroying the motor. When I returned the car 6 blocks away, the manager did not provide or offer an invoice nor did I receive one in the mail. After checking my credit card statement, I was billed for $548.04. $206.20 more that what they should have ($248.98 if they honored the last two day I didnt drive the car) I called and spoke to an Enterprise agent at the Brentwood location and was assured they would look into it and call me back. They NEVER called back. A week later I contacted customer service and they assured me a District Manager would contact me. Late Friday afternoon, he called and left a message. After 2 voicemail and a week and a half from contacting the customer service department, I finally spoke to the manager. He refused to honor the $19.99 rate that was offered to me beyond 6 days stating even though his Enterprise agent offered it me; I was referred to the fine print on the contract and the verbal offer contract by the agent would not be honored. (The same offer I depended on in making the choice to keep the vehicle). Also they charged $43.40 for the last 4 days that would normally have a discounted weekend rate as well as the last 2 days I did not drive the vehicle. He offered to refund the insurance that was added to billing amount. On the original contract I decline the insurance and it was never approved in the first place. I declined the minimal credit due to not wanting to accept a final settlement given all of the illegal charges involved. Order_Number: ref#XXXXXXXXXXXX

Desired Settlement: I simply want my $19.99 per day honored that I was offered and verbally confirmed/offered by the Enterprise agent. Removing the charges for the last two days of rental would be the ethical thing to do as well.

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ I contacted the customer last fridy 11/1 with my contact information. I did not receive a return phone call. I again contacted customer today 11/8 with my contact information. I will update if I here back

10/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I reserved a rental car through the call center of Enterprise car leasing.Enterprise car rental *** N ********** ** COLUMBIA, MO They said they had a car for me (last Thursday) and gave me a confirmation number. I took off work for that day and made arrangements with my family for a visit, as my father is dying. Shortly before I came to pick up the car I called them about something and they told me they had no car for me. This totally ruined all my plans. They were not apologetic about it and did nothing to help this situation. I will never use them again as they can't be trusted. Product_Or_Service: Car rental Order_Number: At home, can get lat Account_Number: At home, can get lat

Desired Settlement: I feel I deserve a free car rental for their negligence.

Business Response: Initial Business Response /* (1000, 10, 2013/10/30) */ Contact Name and Title: ******* ******** Exec.Ass Contact Phone: XXX XXX XXXX Contact Email: *****************@******* Area Mgr. has contacted customer consumer via email. A resolution has been agreed upon by both parties. Customer has agreed to receive 2 free weekend rentals, for 2 days each (Thursdays thru Mondays). However the qualification process, take the normal deposits, then refund all of the rate of the car and applicable taxes. any coverage, GPS or pre-paid fuel would not be included in the free weekend.

8/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was not suppose to pay anything because the person who hit me had their insurance company pay for the rental. When I rented a car from Enterprise Leasing, I was asked to give a twenty-five dollar down payment that would be given back. They lied. They also charged me for and did not tell me about a charge for an upgrade to a different car. They also charge me for gas when I brought the car back with more gas than I left with. I talked with three different people who said they would take care of the problem but never did anything. I am still waiting and it has been about a month and a half. Product_Or_Service: rental car Order_Number: ref # XX-XXX-XXXXX Account_Number: Rental Agreement # 5

Desired Settlement: DesiredSettlementID: Refund I want a refund of these unagreed charges. They total about $88.

Business Response: Business' Initial Response /* (1000, 11, 2013/08/28) */ This is resolved. Just talked to the customer, it is refunded and he is very happy! **** ******** **** ******* ********** **********

8/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car on July 18th,and they tried to get me to get the insurance. I declined because I have American Express which covers insurance. An employee and myself did a walk around the car and I noticed a lot of nicks and scratches. I requested that he write down all the nicks and scratches. The employee stated that he did not need to make note of it because they could buff out. I had the car until July 22nd and I only needed the car to go to Kentucky for a funeral. I did not drive it around in Kentucky. I requested the car be full of gas and it was not so I took a picture of the speedometer area because I was not going to bring it back full as it was not given to me full. The car was dirty when given to me. When I returned the car the employee asked me to come out and he stated that there was a scratch on the car that was caused by me. I reminded him that the scratch was there when I picked up the vehicle and that I told him to make note of it. He asked me to sign a damage report which I refused because I did not cause damage. If I had damage to the vehicle during my rental time I would have called the police to get a damage report. Enterprise' motto is we'll pick you up however the man refused to take me home until I stated I would call the police and then he finally took me home. The man at this location said that all the complaints go to him and there was nobody else I could talk to. He put me on the do not rent list. The mans names are ******* **** and *****. ***** is the one who called me and asked me questions and wanted to know what steps I was taking against them and I informed him I did not want to speak with anyone from that location.

Desired Settlement: I would like someone from the corporate office to contact me to discuss this matter.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/20) */ Good afternoon, Thank you for allowing Enterprise the opportunity to address the above referenced complaint. Enterprise employees are required to do a thorough walk around on every rental with the renter to inspect for any possible damage. Per the renters' admission this did take place and a tool known as the damage evaluator was utilized during the inspection process that shows the renter the difference between wear and tear and what Enterprise identifies as damage. The damage in question was not marked on the renter's contract therefore a claim was keyed in. Enterprise thrives on customer service and our main goal is to make sure the customeers were completely satisfied with the service received. We will cease collection efforts and close down this claim as a customer service concern. While, this is not an admission of guilt or error on Enterprise behalf, this matter can be considered closed and resolved and a member of Management will be in contact with the renter to advise of the same. Sincerely, *****

8/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2012 I dropped off my car for repair and picked up a rental from Enterprise which was setup by my insurance. The rate on my rental agreement was $30/day which was the max that my insurance would pay. After dropping off the rental I was shocked to see that enterprise location I rented from was charging my card additional charges that I never agreed upon, all rental cost should have been covered by my insurance (I have a copy of the contract to show it too)Called to speak with a rep at the location (Plaza Motors Repair shop) and they assured me that they would fix it... days and weeks pass by and I did not see any refunds which prompted me to call again and check but with no results. I finally decided to call my credit card company and ask them to reverse the charges since I did not authorize it, and they did.Couple of month later (end of July 2012) I get a message from my credit card company explaining that they had to charge my account again based on information submitted by enterprise. I was outraged to see the supporting document show clearly that my contract rate as $30/day yet on some other type of file (looked like a print from enterprise data entry platform) my rate was $40/day, I sent the docs back my credit card company and highlighted the supporting docs section that clearly shows that I am only responsible for $30/day and got my refund.February 2013 I was traveling with executives from my company and as usual our travel agent setup a reservation for me with Enterprise our preferred company- I was THE driver for the group- and at the Enterprise desk while my executive team was waiting behind me to get the car the agent tells me that I have a balance on my account and informed me that I need to pay the balance to proceed with the pickup! I obviously worked many hours over months to get those charges reversed from my account yet enterprise continue to be persistent to charge unwarranted extra charges. Ultimately one of the executives came forth and asked to move reserva Product_Or_Service: ****** Account_Number: DXXXXXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Past couple of weeks I decided to contact enterprise again and see if there have any one with a bit of intelligence that could actually look at the contract and what they charged me to fix the issue once and for all but none of the contacts I was given in the DNR department have returned my any of my calls or messages. At this point a serious apology letter and "rental for life" is probably the only way that can change my new views for Enterprise as a rental company. truly disappointing.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/16) */ I spoke with the customer and apologized for all of the confusion. Furthermore we removed him from collections status and wrote off all disputed charges. After speaking with the customer he is satisfied with this resolution. Furthermore I gave him a 20% off coupon for his next rental.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From May 1 to May 25th I had a car rental from Enterprise Leasing Co, **** N ************* Cape Girardeau, Mo XXXXX (XXX)XXX-XXXX. The rental agreement was #XXXXXX and ref ******** I told them at the counter ( I dealt with **** & ****** that I didn't want the insurance. I only wanted whatever was covered by the ins co of the person that wrecked my car. It was covered by his ***** Ins as it was his fault. They told me to initial here, here, & here. I trusted they knew what they were doing. They tricked me into purchasing their insurance, when we talked to them later, they acted like they were doing me a big favor by removing half of the cost of the ins. They charged me $119.00 & $25 of my deposit. I cleaned that car and had more gas in it when I returned it than when I took it! I would like to see them refund my money, as they never should have taken it in the first place!

Desired Settlement: I would like to see them refund my money, as they never should have taken it in the first place! My mother and sister went in and talked to them (even to the so-called manager ****** and said something was wrong with their training. They just kept saying how great their insurance was (which we didn't care, because we had full coverage and hadn't wanted their insurance anyway) My mother had been a travel agent for quite a few years and couldn't believe how they were acting. If you can do anything, I certainly would appreciate it. Thank you,

Business Response: Business' Initial Response /* (1000, 13, 2013/08/08) */ I finally talked with Ms ******. We are good. I refunded the entire amount. **** **** ******** Area Manager Enterprise Rent-A-Car SE Missouri/S Illinois

6/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yes I have rent car's through my insurance company and on the last car the engine light came on so she changed it then I drove this Jetta and the horn went out she said she couldn't give me another car so I went to Dobbs on North Jefferson, and then I called several peoples Friday she told another worker **** to ma the car.

Desired Settlement: I have been treated unfair about payment. Can't believe this at all, also I hope to be refunded my overpayment or fair has a customer kindly.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/29) */ Contact Name and Title: **** ******* Area Manager Contact Phone: XXXXXXXXXX Contact Email: ***************@erac.com I spoke to the customer about their concern. I agreed that the situtation could have been handled better and offered to refund her three days of her rental. She was very happy with that and we agreed to resolve the issue.


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