Enterprise Rent-A-Car Customer Service Issues

Hello, I would like to report an issue regarding a rental car (Black Mini Cooper YG16 OMT) I picked up from your Hessle branch (UK) on 4th April [redacted]. On the 5th April, I retrieved my car from Stratstone Mini in Hull after repairs and unfortunately left 2 Hi Vis padded jackets in the boot. I have been trying to retrieve them, but it has been challenging. I was informed that the jackets are at the Holderness Road branch in York, but due to distance, I was told they would be sent to the Hessle branch for me. I have been unsuccessful in contacting the Holderness Road branch as my calls go unanswered. I kindly request that the jackets be sent to the Hessle branch for me to collect and be notified accordingly. If this matter is not resolved promptly, I will have to escalate it by involving the police as it has been five weeks of trying to retrieve them. Thank you for your attention to this matter. Sincerely, Tina H.

On May 17, [redacted], I made a car rental reservation for the day. I picked up the car around 5:00 PM and was supposed to return it the following day, May 18, [redacted]. On the 18th, I called the location to inform them that I would be late and asked if it was okay. The person I spoke to said it was fine, so I inquired about dropping it off at a different location. In the end, I returned the car around 8:30 PM on the 18th to the original rental location. Now I have been billed for 5 days. The agreement stated that the car must be returned to the store it was rented from, so I expected a charge for an extra day, but I am unsure why I am being billed for 5 days.

We have rented cars, trucks, and mini vans several times in the past few years. However, the most recent rentals have been disappointing. From a truck with no tail or brake lights due to water in the light causing blown bulbs and fuses, to a flat tire with no spare or jack provided, and even dirty vehicles requiring us to clean them ourselves, the experiences have not been satisfactory. The latest rental, a mini van for a trip to Niagara Falls, was the worst in terms of cleanliness. It was filled with various debris like seeds and stems, which was not acceptable especially since we were heading to Canada. Despite informing the rental agency of these issues upon return, no reimbursement or credit was offered, only excuses. It makes me wonder if this is the direction the company is heading or if it's just poor rental agents. I have pictures of the van's condition as proof. If you need more information, feel free to contact me.

I have been attempting to receive a response for over a week now and unfortunately have not heard back from anyone yet. I attempted to speak with the manager in Avon, and he seemed to be indifferent to my concerns. I tried explaining the issues I encountered, such as undisclosed charges, rude behavior from the staff, and the unclean car we received. The entire experience was unpleasant, to say the least. It would be greatly appreciated to receive a response from someone regarding these matters.

On Saturday, the 20th, I made a reservation to pick up an SUV at 12pm. I scheduled it during my lunch break because I work all day on Saturdays. Thirty minutes before my pick-up time at the Toney Penna Jupiter FL location, they called to say they didn't have the vehicle and offered a smaller car. Despite specifying I needed the largest vehicle and them noting it, no other car would suffice. After multiple attempts to contact them, they called back at 1:45pm to say they found a car. Excited, I rushed to the location, but upon arrival at 2:11pm, I found it closed. Fuming, I questioned why they didn't inform me or wait longer. Unable to find an alternative, I returned the next morning at 9am to speak with the manager, who was unsympathetic and unapologetic. When I confronted him, he refused to rent me a car, claiming I had no reservation for that day. I feel disrespected by this treatment and missed a day of my family vacation. I hope Enterprise can rectify this with a complimentary rental and an apology for the manager's behavior.

Rental # 3wyqt9 My husband left his expensive polarized safety goggles in the car after dropping it off. He called twice this morning before the car was rented, asking an associate to retrieve them, but they refused and repeatedly said they would only be turned in if found. Despite his efforts to explain the situation, the staff hung up on him twice. Eventually, when he managed to reach them again, the car had already been rented out, and the goggles were not returned. I believe the company owes him $70 for the lost goggles, as they could easily be mistaken for regular sunglasses and likely not turned in by whoever found them. He faced multiple hang-ups while trying to resolve this situation.

I am writing to express my dissatisfaction with the service I received at your branch on Hillfield Road, Hemel Hempstead. I rented a car on the 9th of October [redacted] and encountered several issues during my rental period. Despite returning the car on the morning of the 11th of October as agreed, I was erroneously charged extra fees for an additional day. After multiple phone calls to rectify the situation, I was initially refunded the incorrect amount and faced rude customer service from your staff. The whole experience was frustrating and unprofessional, leading me to reconsider using your services in the future. I request a prompt refund of the remaining balance owed to me to avoid further action.

I forgot my password, so I clicked on the "Forgot Password" link. After receiving the link, I entered my member number and a new password. However, when I tried to save the new password, an error message popped up saying that the new Terms & Conditions were not accepted, even though I hadn't clicked the "Accept" button yet. When I clicked "Accept," nothing happened because the system didn't register my acceptance, preventing me from accessing my account. I would appreciate it if they could fix this error so I can change my password without having to accept the new terms upfront. They could consider changing the process to prompt for accepting the terms after logging in or adding an additional check button to confirm acceptance after clicking "Accept."

In October [redacted], I rented a car for 13 days from the Philadelphia Airport location. Three of those days were free due to accumulated points from prior rentals. Today, I received an email from Enterprise regarding my first Enterprise Plus rental with 0 points earned. However, my online account only shows my most recent rental on October 18, [redacted]. I have rented from the same Philadelphia Airport location 10 times since [redacted]. Although my account shows [redacted] remaining points and a points history, it's puzzling why I'm being treated as a new customer. I hope to have my rental history accurately reflected in the "My Rentals - Past Rentals" section. My account number is WK9XZB3.

In October [redacted], I rented a car for 13 days from the Philadelphia Airport. Three of those days were free with accumulated points. Today, I received an email from Enterprise welcoming me to renting with rewards but it says I earned 0 points on my first Enterprise Plus rental. When I look at "My Rentals," it only shows my most recent rental from October 18, [redacted], but I've rented 10 times from the same Philadelphia Airport location since [redacted]. I have [redacted] points remaining and the points history includes the recent rental, along with all the rentals since [redacted]. I'm confused why they are treating me like a new customer, even though they have records of my long-standing loyalty. I would like the "My Rentals - Past Rentals" page to accurately show my previous rentals. My account number is WK9XZB3.

In October [redacted], I rented a car for 13 days from the Philadelphia Airport location, including 3 free days earned through accumulated points. Today, November 13, [redacted], I received an email from Enterprise welcoming me to renting with rewards. The email stated that I earned 0 points on my first Enterprise Plus rental, despite having a history of 10 previous rentals since [redacted] at the same location. Upon checking my account online, the "My Rentals" page only displays my most recent rental from October 18, [redacted]. However, my account does reflect [redacted] remaining points and shows the history of my points, including the points earned from the recent October rental and all previous rentals back to [redacted]. I am concerned about being treated as a new customer when I have been a loyal one for several years. I would like the "My Rentals - Past Rentals" page corrected to include my previous rental history. My account number is WK9XZB3.

In October [redacted], I rented a car for 13 days from the Philadelphia Airport location, with 3 days free using accumulated points. I recently received an email from Enterprise welcoming me to the rewards program, stating I earned 0 points. However, when checking my account, only my most recent rental from October 18, [redacted], is displayed. Despite having rented 10 times since [redacted], it seems they are treating me as a new customer. My account shows [redacted] points and correctly records my history back to [redacted]. I would like the "My Rentals - Past Rentals" page to reflect my previous rentals. My account number is WK9XZB3. Thank you. - Diane W.

I had a reservation today with confirmation number [redacted]. My name is S.P. Kumar. When I picked up my car, the office executive offered to clean it, but I only requested the windshield. He agreed to do it himself, but later someone else took the car keys to clean. After a few minutes, I realized I left my wallet on the front passenger seat and asked the cleaner to check. He initially couldn't find it, but after searching, he found it in a different pocket. It was a very confusing and concerning situation. Please investigate this incident and take appropriate action. I hope for a resolution to restore my trust.

I had a terrible experience renting a vehicle recently. I rent vehicles regularly across Canada, the US, and other countries with various rental agencies. I specifically had issues with this Enterprise office. They initially said they would pick me up at my hotel, but they didn't show up and later claimed they don't provide pickups. When I arrived in person, they insisted that I had to purchase their rental insurance, despite having my own coverage through VISA. The staff member was uninterested in my complaints about the missed pickup and even refused to look at my phone records to verify. Ultimately, they declined to rent me a car and suggested I go to the airport. I ended up renting from a different company and will not be using Enterprise again. I plan to inform my colleagues about my negative experience.

I had car insurance for a rental that turned out to be a series of frustrating experiences at Enterprise. I initially reserved a car at one location but couldn't pick it up due to my wife being in the hospital. The next day, I went, and all cars were gone despite my reservation. At a different location, only Extra Large SUVs were available, and they promised to swap it for a smaller SUV but never did. Recently, they suddenly called to change the car; however, the original rental place had relocated a mile away without notifying me. When my wife went to switch the vehicle, she ended up with the smelliest rental ever. The entire experience lacked professionalism, especially for a frequent corporate renter like myself, Victor Elia.

Dear Sir/Madam, I hope this email finds you well and looking forward to the upcoming Holiday Season. I am contacting you about an unresolved issue concerning a rented vehicle from your company. Despite my best efforts, I have been unable to pay off the remaining balance that a third-party should have covered. I have visited various locations, including PHL Airport, Wynnewood, and Narberth, attempting to make the payment but unfortunately encountered difficulties. Regrettably, I am now listed as "Do-Not-Rent," which was not my intention. I am committed to settling this bill and have exhausted my attempts to do so independently. Could you please direct me to a specific location or provide guidance on how to successfully make this payment and resolve the issue? I appreciate your attention to this matter and hope for a swift resolution. Warmest regards, L. Robinson

After having an accident, Enterprise provided me with a rental car and requested a $[redacted].00 deposit which they assured would be refunded upon return. Upon returning the rental, I inquired about the deposit but was informed it would be sent by mail. After waiting for two weeks, I contacted Enterprise, but they claimed everything was resolved. However, a total of $[redacted].99 was charged to my credit card without explanation. Following a frustrating call where I was disconnected and hung up on, I tried to discuss the charges and the daily fee of $27.95, which I was unaware of. Despite multiple attempts, I have been unable to get clarity on the charges from Enterprise.

I rented a car from Enterprise due to an accident and was informed I needed to leave a $[redacted].00 deposit, which I expected to get back upon returning the car. However, after two weeks, I followed up about my deposit and was surprised to receive a receipt for $[redacted].99. When I called Enterprise, they promised to address the issue but instead hung up on me twice during our conversation. They charged me $27.99 per day for the rental, which was not what I initially agreed to. It's essential to be cautious when dealing with Enterprise, as their communication and billing practices can be misleading and frustrating.

As a traveler carrying a valid Hong Kong driver's license with both Chinese and English translations, I faced a rental car issue. Despite confirmation, when trying to pick up the car from Enterprise on 26 November at 9:00 am, I was turned down by Mr. Clive Hung. He demanded an international driver's permit, rejecting my Hong Kong license with its English translation, even though other rental companies in Ontario, AVIS, and Alamo, accepted it without issue. Furthermore, I had no trouble renting vehicles at London Heathrow and Paris CDG airports with the same license. Feeling perplexed by the situation and needing a car for business, I tried reaching out to customer service at 1-[redacted] but had to give up after a 5-minute wait. Consequently, I had to resort to AVIS at a higher cost. I seek an explanation for the refusal to recognize my Hong Kong driver's license by Enterprise.

To whom it may concern, I recently made a reservation with Enterprise, like I usually do. After a few minutes, I called to confirm the details and realized they had booked it in Buena Park instead of the city I needed. When I inquired about getting a ride to pick up and drop off the car, they refused despite my offer to pay extra for the service. I spent almost an hour on the phone contacting different offices with no success. The staff I spoke to were unhelpful and unfriendly, which was very disappointing considering I have been a long-time customer. I explained my transportation limitations and tight budget, but they were not accommodating at all. This experience has left me feeling quite hurt. I just wanted to bring this to your attention. If there is anything that can be done to rectify the situation, that would be appreciated. If not, I will have to say goodbye to Enterprise for good. Apologies for any perceived rudeness; I am simply expressing my frustration.