ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car insurance company; Progressive made a reservation for me and submitted paperwork stating that my policy allows me for a rental in the amount of $40 including taxes. Enterprise Rent-A-Car requested that I gave a deposit of $150, which I did. At no time while I was in their office was I told that they did not have a car for the amount I was allowed through my insurance and stated on the paperwork they received. At no time was I told anything but, let me see your id, credit card and asked to choose a vehicle. If Enterprise did not have a vehicle that was within my budget, they should have ordered a car from a different location. I should not have to pay for any overage charges since I was told they gave me a vehicle higher in price than the $40 that I'm allowed. I would like my deposit in the amount of $150 to be refunded to me. Instead they only refunded $56.34. Enterprise was given my insurance paperwork with the amount allowed for rental and they disregarded what was provided to them. Instead put me in a rental that was more than $40 including fees.I picked up the rental on April, 3, 2024 and returned it on April 12th, 2024.I am requesting that they refund me the full amount of my deposit in the amount of $150.00.

  Customer response

  04/19/2024

  Enterprise Rent-A-Car
  6820-26 *************
  ************, ** 19149

  ************ Thank you for contacting

  Customer response

  04/19/2024

  Enterprise Rent-A-Car
  6828-*****************************

  ************, ** 19149

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

   

  Customer response

  04/19/2024

  Please cancel this complaint.  Enterprise has refunded the full amount. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/14/24 we rented a *** SUV from Enterprise. We performed walk around of vehicle in shaded area near front of business. Due to being shaded, we missed noticing a dent near rear license plate. We pulled out of parking lot and my wife was following me in our vehicle (I was driving the rental car). She noticed the dent and when we got to our destination she told me. I immediately called Enterprise and told them that we saw a dent and informed them that it wasnt us (this was approximately ***** minutes after leaving Enterprise). The female employee of enterprise thanked me for letting them know and that she would put it on the agreement and that we wouldnt be responsible for dent. I have time stamped photos and picture of call log made that day. When we returned the vehicle several days later, another enterprise employee told my wife to not worry about it and that their camera system would see the dent and we wouldnt be responsible. We just received a bill from Enterprise stating that we are responsible for dent even though they informed us that we wouldnt be responsible. They are requesting we pay $420.00 to fix a dent that DID NOT occur when we had the car.

  Customer response

  04/17/2024

  The complaint has been resolved by the business.  They apologized and contacted my wife this morning.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Location: ************************************************************** They are putting out cars that have not been maintained, when you take them back they hassle you, I had to return 3 of them, after the 3rd one was returned the store manager said he would have to file it through the insurance company. The store manager said he would have to drive me around town. I live far away from ********. I filed a complaint since April 5th, I have no rental car because my car was totaled. My insurance company uses Enterprise. They won&#**;t rent to me now because I returned 3 of their cars. He discriminated against me because I am Indian American, female and disabled. They rented a car to a White man and he drove in a car that looks like he lived in it and he was obviously impaired and they put him in a minivan. Until I get the check from my insurance company, I am allowed a car from them until I get compensated from my totaled car from my insurance agency. So it&#**;s discrimination and retaliation.

  Business response

  04/18/2024

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was referred by State Farm to Enterprise Rent A Car at ***************************************************************************. I have 80/20 rental car coverage while my car was at RIC Paint and Body, in *************, after an accident with a deer. They kept my car about two (2) weeks. I was told that I was getting a refund. I was sent a survey by your company and was asked to tell you about my experience and I did as you requested and mentioned my concern, thinking you would want to know about it. Days later, your company charged more money to my credit card and never explained why. I took a video of my car as I gave the key to RCI management. I was penalized financially by the same office that rented the Jeep to me, because of what I said in the survey. This office doesnt answer the phone and when they are supposed to talk to the caller, they pick the telephone receiver up and hang up on the customer. I have not shared this with State Farm yet. There appears to be a lack of good leadership in this office. The day after I picked up the rental car, I was able to speak to someone in the office and told them the Jeep got ***** miles per gallon and rides like a tank. I was told that they would get back with me and they did not get back with me. Over a two day period, I called the office about 25 times to ask a question, but after someone answered the phone, they would immediately hang the line up without saying anything. I had no cross words with anyone in this office. I had a question as to where I should turn the car in, when I picked up my car. The debit from my credit card jumped up after I completed the survey, much like a fine. I guess they thought that was hilarious, but it was unprofessional. Please investigate this.

  Customer response

  04/15/2024

  Dear ********************:
  I am insured by State Farm and have rental coverage. I had a little accident with a deer and my vehicle had to be repaired by ************* in *************, *******. It took about two (2) weeks for the repairs to be completed. I had a couple problems during my rental and responded to the survey that your company sent me. Immediately after the survey was completed, I was not given a refund of my deposit (as promised) and the charges for the rental increased. I then filed a complaint with the BBB to your corporate office, that you may not have received yet. In other words, I feel that I was retaliated against by the same staff that I rated poorly in the survey. This rental was turning into a train wreck of unprofessional behavior from the staff that I rated poorly. I then got a phone call from *********************, your regional manager. He turned the train wreck into a walk in the park (sorry about my metaphors). He was responding to my survey and did not know about the BBB complaint. Let me tell you, he is a wonderful person and a really good man. He is so nice and helpful. If you see the BBB complaint against your company next week, I will take care of it. **** talked to me like a long lost friend. He is amazing! I predict one day that he will be the *** of your company. His customer service skills, business acumen and professionalism are incredible/second to none. I am humbled and grateful for his empathy and caring and he has made me a life long customer of your company. My friends and family will be life long customers of your company. My business associates will be life long customers of your company. I would like to nominate **** for the highest award possible with your company, as being the industry role model for incredible customer service. I will give the ******************** a copy of this letter and it will in the BBB files on the internet, as a testimonial of how your company handled my complaints. Would you please inform your *** of how amazing **** is? I hung up the phone with gratitude and humility for the manner in which he talked to me. Rarely, have I ever witnessed such amazing business acumen and professional competence. He feels that your company is his baby and he took responsibility for the bad things that occurred here and far exceeded normal customer care standards to make it right. If everyone in business was as exceptional as ****, the lawyers of ******* would go out of business. Thank you, thank you, thank you for having ********************* as your regional manager. He is smart, kind and treats everyone like he would like to be treated (the golden rule). He took my anger away and left me completely humbled by his actions and by the manner he discussed the problems with me. May *** bless you and your incredible company. And once again, from the bottom of my heart, thank you!
  Respectfully yours,
  ***** *****************************
  *************************************************************************
  ************
  ***********************
  ************************

  Customer response

  04/15/2024

  Dear ********************:
  I am insured by State Farm and have rental coverage. I had a little accident with a deer and my vehicle had to be repaired by ************* in *************, *******. It took about two (2) weeks for the repairs to be completed. I had a couple problems during my rental and responded to the survey that your company sent me. Immediately after the survey was completed, I was not given a refund of my deposit (as promised) and the charges for the rental increased. I then filed a complaint with the BBB to your corporate office, that you may not have received yet. In other words, I feel that I was retaliated against by the same staff that I rated poorly in the survey. This rental was turning into a train wreck of unprofessional behavior from the staff that I rated poorly. I then got a phone call from *********************, your regional manager. He turned the train wreck into a walk in the park (sorry about my metaphors). He was responding to my survey and did not know about the BBB complaint. Let me tell you, he is a wonderful person and a really good man. He is so nice and helpful. If you see the BBB complaint against your company next week, I will take care of it. **** talked to me like a long lost friend. He is amazing! I predict one day that he will be the *** of your company. His customer service skills, business acumen and professionalism are incredible/second to none. I am humbled and grateful for his empathy and caring and he has made me a life long customer of your company. My friends and family will be life long customers of your company. My business associates will be life long customers of your company. I would like to nominate **** for the highest award possible with your company, as being the industry role model for incredible customer service. I will give the ******************** a copy of this letter and it will in the BBB files on the internet, as a testimonial of how your company handled my complaints. Would you please inform your *** of how amazing **** is? I hung up the phone with gratitude and humility for the manner in which he talked to me. Rarely, have I ever witnessed such amazing business acumen and professional competence. He feels that your company is his baby and he took responsibility for the bad things that occurred here and far exceeded normal customer care standards to make it right. If everyone in business was as exceptional as ****, the lawyers of ******* would go out of business. Thank you, thank you, thank you for having ********************* as your regional manager. He is smart, kind and treats everyone like he would like to be treated (the golden rule). He took my anger away and left me completely humbled by his actions and by the manner he discussed the problems with me. May *** bless you and your incredible company. And once again, from the bottom of my heart, thank you!
  Respectfully yours,
  ***** *****************************
  *************************************************************************
  ************
  ***********************
  ************************

  Customer response

  04/15/2024

  This matter has been resolved to my satisfaction by the company. I would like to thank Enterprise Rent A Car. I will be doing business with them for the rest of my life. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Days prior I reserve a car for Thursday 4/10/2024 7:30am pick up and return 4/11/2024 4pm depending on how the birth of my 1st grandchild went. I took off work as well. Thursday @ 4:45pm, 15 minutes before they close, I receive a call form enterprise where I was supposed to pick up the car and they inform me they will not have a car for me at 7:30 am the following day nor provide and alternative. I call the corporate number **************** and a customer service person told me" I assure we will get you a car, calling that late is unacceptable, a district manager will be calling you and they may call from a private number so answer all calls." nobody ever called, never got a car, missed birth of grandchild. Confirmation Number: **********. Desired resolution? I reserved a car for next week same days and time that rental needs to be at no charge.

  Customer response

  04/12/2024

  Enterprise ****************************************************************;**************, but this local office can't and won't resolve anything, this needs to go to their corporate office.

  Customer response

  04/12/2024

  The regional manager ****** called me and resolved the issue, thank you

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reserved a car @ emerald **** ******, **. It was for a premium upgrade, well on arrival I was told there were no premiums which was fine but the car I was given was a ****** Murano. It was a push-2-start but a lot of didnt work. The push to start button didnt work, the key fob entry with the door handles unlock and locking didnt work either. I even asked the ************** location to switch my reservation and they advised they were sold out but on the website it didnt say that and still allowed to make reservations. So I had to be charged the $50 different location drop off fee.

  Customer response

  04/08/2024

  Enterprise rental car off of emerald ***** blvd, ******

  Business response

  04/11/2024

  Thank you for the opportunity to respond.  Management has processed a refund.  

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  rental agreement from 2022 was never fulfilled by this merchant at time of arrival at airport noone was at business and rental was not available , there was a waiver employee code used when booking the rental, and a lot of fraud happened on this account in *********** ...I tried calling there offices and ***** was able to understand English. I spoke with corporate when i got back to ******* and they waived the whole rental and processed a completed refund on my CC# and this happened two years ago... I just received a letter on on 3/22/24 from a legal entity for ******

  Customer response

  04/04/2024

  I booked the reservation over the phone with customer service and the pick up destination for the vehicle  was in *********, ***********.

  Business response

  04/05/2024

  Thank you for the opportunity to respond. Management contacted the customer. They assured customer to disregard the collections letter as we had in fact provided a full refund at the time of rental, and we should not be pursuing to collect. We will ensure this amount is no longer pursued by collections.

  Customer response

  04/08/2024

  Complaint: 21525555
  
  I am rejecting this response because:  I would like an email sent to me in reference to this matter as proof that was completed .
  
  
  
  Sincerely,
  
  *********************************

  Business response

  04/11/2024

  An email was sent to the customer to confirm the original response. 

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did receive an email confirmation as a receipt  from the Regional Manager in *********** that she will take care of the account in full .
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Aug 10, 2023, my family and I arrived at the National branch near ****************** premises to return my car from a business trip. However, what should have been a routine procedure quickly turned into a distressing and humiliating experience. As I parked our vehicle, an Enterprise/National racial profiled me and harassed us with unwarranted hostility, falsely accusing me of parking in a restricted area.Despite my attempts to explain and cooperate, the situation escalated into a public display of harassment and racial profiling in front of my wife and two children. My 5-year-old son ****, gone into state of paranoia. He is ****** sensitive child, an issue that he is being seen for by professionals. The employee's behavior not only humiliated me but also deeply embarrassed and frightened my family.To compound the matter, I was shocked to discover that I had been placed on a "do not rent" list without any explanation or justification provided. This arbitrary decision has not only affected my ability to access rental services but has also left me marginalized and discriminated against. I have contacted their corporate office, and regional risk manager, and I also sent a letter requesting to reinstate my rental privileges and I got no response to any of my voice mail or letter. Till today I do not know on what legal or ethical basis they made their decision.I am appalled by the treatment I received at the hands of your employee and the lack of accountability demonstrated by the Enterprise/National organization. Such behavior is not only unacceptable but also perpetuates systemic injustices and prejudices.I demand the immediate removal of my name from the "do not rent" list and an apology for the distress and humiliation caused to me and my family.I attached my rental agreement and I eagerly await a response and a resolution to this unfortunate ordeal.Thank you.

  Business response

  04/11/2024

  Thank you for the opportunity to respond. Management spoke with the customer to apologize and remove them from renter suspension. 

  Customer response

  04/15/2024

  Better Business Bureau:
  
  The enterprise district manager called me and strongly apologized a, and he promised me to remove my name from the do not rent list. 
  

  Ill have to rent next time from them to confirm that my name is been removed from the do not rent list and if its otherwise I will reopen this claim again.

   

  Thank you, Better Business Bureau. Thank you the district manager of enterprise for solving this issue.

  In reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Background: Friday, September 29, 12 noon Parking lot at ********************, *********, ** I was working, my car was legally parked and unoccupied. According to two witnesses, a woman K-turned and slammed backwards into the passenger side of my car, got out, looked at what she had done and drove away. The two witnesses took movies and she was fined. She still was allowed to drive. She is called Runaway ****. My insurance, State Farm had a $500 deductible. I opted to have her insurance USAA cover her actions. I was assigned to USAA "in network" shop Gerber, GreenAcres Rd., ***************. Due to labor problems, ****** did not take my car in until Nov. 6. The work order stated 6 days. I drove with the passenger side taped shut for 5 weeks. The 6 days turned into 37 days. I was assigned a rental from Enterprise in the ************** on **********, ***************. I asked for a small car, well in advance of Nov 6.A young woman ahead of me got a small car and I got a huge ****** that wouldn&#**;t even fit in my garage. I was ********************************************************************** heavy traffic. I was almost panicked. The Enterprise management trainee,*****************************, told me that I would have to pay for any damage, even a dent incurred in a shopping center. HOWEVER, for less than 26 cents a day for the 6 days, I would be covered. I thought~ $100 would be advisable. I kept contacting ******, only to be told there were cars ahead of me, they needed painters. I finally received my car on December 12. Imagine the shock when my credit card was charged $813.36 !! I signed up for 6 days that I didn&#**;t even need. ****** said it is not their fault. State Farm and USAA said it is not their problem. They don&#**;t handle supplemental insurance. ***************************** KNEW I was covered for any damage under State Farm and USAA. (There was none) I was duped and his Manager agreed to such underhanded practices. This is my complaint against the Enterprise: ********** took advantage of my trust in ***************** and his company. I had to produce my credit card before I could take possession of the car. All I should have had to produce was my State Farm auto insurance.Subsequent phone calls: "***************** is with a customer." The Manager was never "on the premises." ******* returned my calls.My credit card company denied my claim. Enterprise said I paid for the coverage. I will agree to pay for the six days. $813.36 is half of my social security for a month.My contract with Enterprise states pick up November 6, 2023 - anticipated return November 8, 2023.They KNEW that their company was assigned by ****** body shop. The delay was Gerber&#**;s, not mine.*****************#**;s adjuster told me he was in constant contact with Enterprise advising them of the delays.I am tired of this run around.

  Customer response

  04/03/2024

  Only that I am willing to pay the $23 per day for the 6 days originally expected to have my car repaired, not the 27 actual days ****** had my car.

  Customer response

  04/09/2024

  *******************,   I'm happy to inform you that ************************** of Enterprise-rent-a 

  car was good to his word.  He refunded $681.69 to my credit card.

  5 ************

  *********, 32578

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/26/2024 my daughter (28) rented a mid-size car from the Enterprise location at **************************** *********, **. She is a full time student with 3 part-time jobs and was in the process of buying a car and intended to rent for 1-3 weeks until she had bought a car.She requested and was quoted the weekly rental rate. The rental was secured with my credit card. 3 days later, she got a flat tire driving on a city street. She returned the car and the agent "switched out" the car and presented a new contract, changing the weekly rate to a daily rate, He suggested that the flat tire was her fault. The contract number was RA#: 3J7GSK. This was unfair, but she was intimidated and didn't have the time to argue needing to keep critical commitments that day for school and work. On the contract the agent even falsely wrote that she had 2 flat tires because she hit a curb. She returned the car 3/15 and was charged the daily rate of $58.99 for 18 days. I have enclosed a quote from this location showing that the weekly rate is $289.99 which, divided by 7, is a daily rate of $41.43. The difference of $17.56, in the daily rate, x the 18 days my daughter rented the car is $316.13. This is the amount we want refunded.I called the location on 3/25 and complained to the manager, Ebony, about the unfairness of the rate change and asked for a refund. She said she would call the "accountant" and call me back in a day or two. She acknowledged that the location had agreed to a weekly rate. She did not call me back and on 3/28. I called her. She called the "accountant" while I was on hold and then told me, no, they would not issue a refund. I called customer service the same day. ******* I spoke with said they would email details to "escalation" and I would hear back in a day or two. By 4/1, no one had contacted me, and I called customer service again. ******* I spoke with this time had no record of my earlier call and I had to start over. I am seeking relief at this point from BBB.

  Business response

  04/11/2024

  Thank you for the opportunity to respond. Management made adjustments to the rental for the customer. 

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩