ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had a confirmed vehicle reservation - Confirmed: Enterprise Rent-A-Car Reservation ********** at Fremont Ohio. YOUR RESERVATION IS CONFIRMED Pick-Up Details Location Fremont Date & Time Tuesday, July 11, 2023 @ 12:00 PM Return Details Location Fremont Date & Time Wednesday, July 12, 2023 @ 5:00 PM Membership Number ******* Loyalty Program Enterprise Plus Other than my original email confirmation, I received no other communication regarding this rental. I typically rent from Tiffin location and receive text messages and reminder phone calls. I show up to pick up my car and the car was given to someone else. And they had no other cars for me to rent. This was a confirmed reservation! Basically I was told - sorry, you we not here at noon so we gave your vehicle away, the exact comment was "it's like a dinner reservation, if your not here, we give it away". When I am renting from an airport and my flight is delayed, I have never had my reservation cancelled. Nor does it specify in my reservation any specific time frame you need to arrive, since it's a reservation and they can charge my credit card if I don't show at all. I have rented with Enterprise for many years. Tuesday between 2pm-4:30pm I made 6 phone calls to 855 *** **** (because you are unable to call the branch direct). I was told they were looking for an alternative location and the manager or district manager would contact me. After 3 hours and the location was now closed - and now it has been 3 more days - still NO calls from any Enterprise representative. This was business travel which I needed the vehicle, not to mention, we have a corp account - which apparently Enterprise does not seem to value either.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On May 9th, I picked up a rental car from Adrian, Michigan Enterprise location.  The gentleman at the
  front desk was polite but he seemed in a hurry (it was lunchtime so I understood).  He took my drivers
  license and credit card information, then handed me the keys to the rental car.  He did not advise me of
  any damage to the car or explain Enterprise’s rules/regulations regarding previous damages on the car.  
  I did expect him to do some kind of ‘walk-through’ like I had done in the past when I rented a car, but he
  didn’t say anything about it so I trusted his process and also realized he was in a rush.  Never did I
  imagine that this moment would make me somehow responsible for $500.  I took the carkeys, taught
  myself how to work the car (the key ignition was something I was unfamiliar with), and drove off within
  5 minutes of arriving the Enterprise location.
  Over the course of the next few days, I noticed numerous areas of damage on the car.  Most were
  small/subtle bumps and bruises, but the hole in the headlight was very noticeable (the hole is what I’m
  being held accountable for). To be frank, the car itself was kind of ******, but I didn’t mind since I knew
  it was just temporary. The damage on that car was there before I picked it up.  I can assure you (I give
  my word) that I was NOT involved in ANY type of collision or accident while I was in possession of this
  vehicle.   
  Yesterday, on 5/23, as instructed by the original Enterprise customer service representative, I returned
  the rental vehicle to the Body Shop where my own car was being repaired/picked-up at.  No one, at any
  point, brought it to my attention that I needed to (or had the option to) wait for an Enterprise
  representative to do a walk-through on the vehicle.  If I had known this, I could have easily stuck around.  
  This information was never communicated to me.  In fact, I never, ever received any communication
  from Enterprise since the day I picked up the car (and that was such a quick experience that I didn’t
  receive any information then either).  
  Today, to my surprise, I received contact from my insurance company asking questions about an
  ‘accident’ I was involved in yesterday (??).  When I explained to my insurance company that I was NOT
  involved in an accident and I was confused, she told me that Enterprise had filed an insurance claim
  (Claim #********) with them on my behalf.  This was also so confusing to me because nobody at
  Enterprise had even reached out to me to explain anything or let me know they filed a claim with my
  insurance company.  I wondered if this is even ethical since they hadn’t even made me aware…?  In my
  mind, the correct (and professional) way to handle something like this is to include myself in this
  decision to make a claim.   
  I honestly feel like I’m being scammed!... but not by some shady individual off of Craigslist; instead, I’m
  being scammed by this large, well-known company that prides itself in “helping” people.
  I quickly contacted Enterprise to figure out where the confusion was, but to no prevail.  The three
  different Enterprise customer service agents that I spoke with all told me that I am responsible for this
  damage.  As you can imagine, I’m so frustrated at this point.  I did NOT cause this damage, but I am not
  able to prove it because we never did an initial ‘walk-through’ to assess for previous damage.  Shouldn’t
  the burden of proof fall on Enterprise?  If they had done the walk-through (like I think they should
  have??), then they would have realized that this damage was already there!
  At this point, it’s impossible to talk civilly with the customer service reps at Enterprise.  The woman I
  spoke with last, *****, was rude and kept cutting me off every time I tried to ask a question or explain
  an answer.  After being interrupted and talked-over, I ended up ending my phone call with her because
  she was condescending and completely unhelpful.   
  I’m lost at this point.  I do NOT accept responsibility for this damage, and I am so disappointed that
  there aren’t any protocols for things like this.  There should be a system in place to prevent and address
  situations like this, I can’t be the only one who has gone through this.  It’s just so disappointing and I feel
  helpless because the Enterprise staff aren’t willing to listen or help me figure it out.  Please let me know
  if this something you are able to help me with.  I’m lost with how to move forward, and I am angry that
  Enterprise runs business in this messed up way.
  Thank you for all that you do to help people like me,

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Was charged for someone else’s tolls in a state I never drove through. Showed proof with a picture that had the date, location and time stamp putting me in a different state but they wouldn’t accept it.

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