Enterprise Rent-A-Car Customer Service Issues

I have been attempting to rent a premium-class vehicle from my local Enterprise branch, but they have been informing me that it's nearly impossible. I am puzzled as to why Enterprise offers a premium class if they do not have the vehicles available to meet that standard. The Enterprise website displays a premium class description featuring a Nissan Maxima; however, my local office claims they do not have any Nissan Maximas in stock. It appears that the local office finds it easier to decline rather than make an effort to accommodate a loyal, long-standing customer like myself by locating a premium-class vehicle. I am interested in upgrading to a premium class vehicle, specifically a Nissan Maxima with low mileage and California plates and registration.

My wife, Suzanne, and I will be traveling to London Heathrow on April 17th. As members of Enterprise Plus, we are interested in potential discounted offers for small economy rentals for a month or six weeks. We have previously agreed on special terms with Enterprise, like our Orlando to Denver arrangement. We paid $[redacted] per week and had up to 4 weeks to return the car to Colorado. Are there similar programs in Europe? If we rent for a week in London and return, can we pick up a car in Brussels for another week? We also want to know if we can swap for the same type of car north of London for the remaining 3 weeks. Please contact us to explore these options further. You can reach us at +1-[redacted] or email us at archieandsuzanne @msn.com. Thanks, ARCHIE/Rick Archibald.

During our trip to Europe in June, my partner and I experienced a vehicle breakdown near Munich, Germany while trying to return to Copenhagen, Denmark. We contacted Enterprise for roadside assistance, and they arranged for a tow truck to take us to a Volkswagen dealer 30 kilometers away. After being informed that we needed to find our own way back to Munich, Enterprise organized for another rental agency to provide us with a vehicle to drive back to Copenhagen. Due to this unexpected delay, we had to stay overnight in Gottinger, Germany, incurring costs for a taxi to Munich, the hotel stay, and two extra days of rental, not to mention losing a day of our vacation. Enterprise in Copenhagen assured us they would reimburse the expenses, but after contacting them until September without a resolution, I reached out to Enterprise's customer service in the US multiple times over the past month. They claim to have made attempts to get in touch with Copenhagen without success. I kindly request Enterprise to follow up on my case and help rectify this challenging situation. Thank you.

Good morning, Today, I had to return to the branch to exchange the car due to a strong smoke smell that was unbearable for my wife, considering she is a heart attack patient. I believe the company should reimburse us for the inconvenience as the car was not properly checked for cigarette smell before being rented out. On February 14, [redacted], at around 5:30 pm, I reported the issue to Josh, who advised me to go to the Nicholasville Rd branch for an exchange. However, when I arrived, they had no knowledge of the situation and no available replacement vehicle. This rental experience with Enterprises, despite my frequent business and leisure rentals with them, was disappointing. My RA # is 4V3XZ4 from the Lexington Winchester Rd location.

Dear Taylor Family, I am Mr. Taylor, a fellow US Veteran, reaching out to you in a time of need. Despite my best efforts, my health issues have led me to a difficult situation. A year and a half ago, I lost my truck, causing CiCi and I to become homeless. Recently, after a hospital stay due to health complications, CiCi, my service animal, required surgery to remove a growth on her eyelid. The surgery was successful, and she is now resting. To help cover these expenses, I have started a GoFundMe campaign. Any small donation or sharing of the campaign link would be greatly appreciated as it will bring me closer to reaching my goal. Thank you for considering supporting us. CiCi & Raymond

Subject: Official Complaint of Discrimination at Las Vegas Airport Office I am writing to file a formal complaint about a recent incident of discrimination I experienced while picking up my rental reservation at the Las Vegas Airport on Wednesday, February 20th, around 12:30 am. In attendance were an individual named [Name Redacted], the Manager, and two female staff members. The actions that transpired made me feel targeted due to my race. Upon arriving at the counter to collect my rental, I provided the necessary identification but was questioned in a manner that seemed unnecessary and discriminatory. The agent insisted on information unrelated to the rental process, such as details about my company and accommodations. Despite presenting all relevant documentation, I felt singled out and uncomfortable. This treatment was unprecedented in my previous interactions with Enterprise, a company I typically rely on for car rentals. I kindly request that Enterprise thoroughly investigate this matter to ensure such discriminatory practices are addressed and eliminated. Please find the reservation details below for reference. Thank you, Dwight F. Email: [Email Redacted] Phone: [redacted]

I rented a sports car and added the EZ-Pass. However, upon returning the car, I noticed that I was charged for all the tolls separately. When I picked up the EZPass, the agent assured me that tolls would be included in the pass charges. Unfortunately, this was not the case, and I was charged both for the EZPass and individual tolls. Enterprise should ensure accurate information is provided to customers. I am troubled by various additional charges on my bill, including a $5 facility charge, $12 customer facility charge, $23.53 concession recovery fee, and $10 domestic security fee. These charges seem unnecessary and are frustrating. I am requesting a full refund for these charges and have decided not to rent from Enterprise in the future. I have been a loyal customer, but this experience has been disappointing. My renter agreement number is [redacted]03, Membership Number ZB4D9KP, and Booking Confirmation [redacted].

As a regular customer, I have never encountered any issues before today's experience at your Valencia, California location. When I initially rented the car for what was supposed to be 3-4 days due to my car repairs, I ended up needing it for 7 days. I expected to qualify for the weekly rate as done before (as stated on your website) if an extension meets the weekly criteria. However, I was informed that I needed to request this at the time of rental, which I didn't anticipate. Consequently, I was charged $37.05 per day instead of the $26 per day for a weekly rental. This was disappointing. My rental number is 57KLDX. I kindly request a review of this situation for the adjustment per your policy. I'm curious if there has been a change in management at this location given recent complaints from other customers. I have been a satisfied customer for 3 years and never encountered any issues until today. Thank you for looking into this matter.

My name is Harshkumar from Maryland, born on 10/13/[redacted]. I originally had a New Jersey driver's license in [redacted] before moving to Maryland and obtaining a Maryland license from [redacted] to [redacted]. Initially, Maryland gave me a probationary license which was later upgraded to a regular license. Although eligible for a new smart card, I opted to keep my current card valid for four years. I used this license for rental cars in Maryland for 3 days and in New Jersey for 5 days without issues. However, upon visiting North Carolina recently for a two-month stay, the rental car company there refused to accept my Maryland license. I would appreciate it if someone could call or email me with information on North Carolina's specific rules and regulations. You can reach me at [redacted] or email at [redacted]

I rented a car from Friday, April 26th to Monday, April 29th and had issues with the optional protection plans I was charged for. Despite not agreeing to them, I was assured by customer service that they would refund me after the payment processed. Additionally, I was under the impression that when using my debit card, the security deposit would be returned upon returning the car, but was informed otherwise by the staff at the rental location. I need clarification on these matters. My RA#5KTVN8.

Reservation [redacted] at Austin Anderson Mill & Hwy. [redacted] I made this reservation online and got a confirmation email. When I arrived at the location after an appointment, I was told there were no cars available on site and no estimated time for new ones. Despite offering to take any car available, even if dirty or not in my preferred category, I was informed there was nothing to offer for my trip to Dallas that day. The on-site staff was apologetic but couldn't provide any solutions. Since I don't live nearby and had no one to call for help, I had to spend $35 on an Uber to the airport to catch my flight to Dallas. It is unacceptable that I could reserve a car and receive confirmation for a location that had no cars available.

I rented a car from Enterprise on May 17th, [redacted], and returned it on May 20th, [redacted], under Contract # 5SMLD8. Despite only receiving a partial refund, I am seeking the remainder. My experience has been unsettling as I have been wrongly accused of damage during my rental period. Although Enterprise has confirmed my innocence, I am disappointed by the lack of response after expressing my concerns three times regarding this issue to the customer care management team, whether through text, email, or phone. Previously a loyal customer, this has shaken my trust in a company I once highly regarded and recommended to others. I am urging for a prompt resolution and a full refund to rectify this matter. Thank you for your attention. Sincerely, Joseph E. Davis.

I rented a car on April 4, [redacted], with rental agreement number [redacted]. On April 24, my wife received a parking ticket #[redacted]16 for parking in a handicap spot, initially $[redacted] but reduced to $25 with proof of a handicap placard. We promptly sent a money order on May 16 to settle this. Enterprise then sent an email threatening to charge $[redacted] to the credit card used for the rental. After providing proof of our payment, we were still notified of the impending charge. Surprisingly, the city of Las Vegas confirmed receiving an overpayment of $[redacted], which was unfortunately credited to a Corporate Enterprise credit card. I have been attempting to recover this amount with no success. I provided all details via email this past Monday but have not received a response.

July 6, [redacted] FAX: 1-[redacted] To: Mr. Barclay Hancock Vice President, TD Credit Cards c/o TD CANADA TRUST FRAUD/DISPUTE DEPARTMENT Dear Mr. Hancock, Re: DISPUTE / HEADS-UP We traveled to Europe for a family holiday, renting a car from Enterprises in Brussels. Despite returning the car in good condition, additional charges of [redacted].04 Euros were made to our credit card. We have contacted Enterprises for an explanation but are awaiting a response. We request that TD Canada Trust Visa look into this matter, as we believe these charges are unjustified and should be refunded promptly. We have documentation and photos to support our claim. Sincerely, Maureen R. and Francois M. [redacted] Oxbow Way Coquitlam, BC V3E 1V6 Telephone: 1-[redacted] Email address: [redacted]

July 6, [redacted] FAX: 1-[redacted] To: Mr. Barclay Hancock Vice President, TD Credit Cards c/o TD CANADA TRUST FRAUD/DISPUTE DEPARTMENT Dear Mr. Hancock, Re: DISPUTE / HEADS-UP We would like to bring to your attention an issue we encountered with Enterprises rent-a-car during our recent trip to Europe. On June 30, [redacted], after renting a car in Brussels, we were unexpectedly charged an additional [redacted].04 Euros on top of the agreed amount. Despite reaching out to their International Customer Service, we have yet to receive a satisfactory explanation for these extra charges. We are concerned about potential unauthorized fees and wish for the funds to be promptly refunded to our Visa Emerald account. We have evidence including photos of the car's condition upon return and the signed contract to support our claim. Furthermore, the rental agency's lack of transparency during the vehicle handover raises suspicions. We appreciate your assistance in resolving this matter and ensuring the reversal of these charges on our Visa Credit Card. Sincerely, Maureen Rhodes and Francois Moussa [redacted] Oxbow Way Coquitlam, BC V3E 1V6 Telephone: 1-[redacted] Email address: [redacted]

Enterprise, I wanted to bring to your attention the poor customer service I encountered recently. After making a reservation yesterday, with confirmation number [redacted], I went to pick up my car at the Huntington Station dealership today. However, I was informed they didn't have a car for me and that it was at another location in Commack, NY. Despite asking for a ride due to having boxes and an appointment, I was denied assistance by branch manager Michael Rubcewich. When I contacted the Commack location, I was put on hold while witnessing another customer be offered a ride home by Assistant Branch Manager Nick Gottlieb. When I questioned why I wasn't given the same courtesy as a confirmed customer, I received no satisfactory answer. I had to resort to using Uber and will be deducting that cost from my final bill. This level of service was unexpected based on my prior positive experiences with Enterprise. Thank you, RT

I rented a car in Logan, UT but left my keys in the vehicle when returning it to the Ashland, KY location. After contacting them, they confirmed having several sets of keys. I asked for a picture of the keys to identify mine from Utah, but the representative declined, citing security concerns. I disagree, as seeing a key doesn't pose a risk due to being unable to replicate or track it. I need a solution as traveling back isn't feasible.

I rented a car from the Willow Grove, PA location through AllState after a car accident. Upon returning the rental, I noticed a substantial overcharge on my bank statement by Enterprise. I contacted the location and spoke with Kara, the assistant manager, who assisted me in resolving the issue. She explained that the overcharge was due to mistakenly charging me for a portion of the rental that AllState should have covered, rather than just the $8.90 per day upgrade charge I was meant to pay. To make amends, Kara provided a refund for 7 days of the rental upcharges. However, nearly two weeks later, $[redacted] was withdrawn from my account without authorization. Upon contacting the store, I spoke with Jerry, the store manager, who was extremely rude and unhelpful. He insisted on adding additional charges and displayed unprofessional behavior. This experience has been distressing, and I demand that Enterprise rectifies the situation by immediately refunding the unauthorized $[redacted] charge. If this matter is not resolved promptly, I will escalate it by contacting my bank, filing a police report, and reaching out to the Better Business Bureau.

I made a reservation for a luxury rental car and even confirmed it the day before. However, when I arrived, my reservation was unexpectedly canceled. I had to settle for a small SUV or a minivan instead of the luxury car I had booked. The small SUV was not suitable for my needs. When I called the next day to inquire about switching cars, they promised to call me back but never did. After waiting for almost three days with no response, it's disappointing. The employees were friendly, but the lack of follow-through is unsatisfactory.

I am having trouble contacting the branch manager at the Enterprise location on Gratiot Avenue in Roseville, Michigan. Unfortunately, my rental car was stolen sometime between midnight and 6 am on the day it was due back at 8 am. When I called them at 7:30 am, they mentioned that the car was towed or repossessed. I spoke with the manager, Andrew, who was unhelpful and rude in resolving the issue. Despite multiple attempts to reach out to them, I have not received proper assistance. My extended rental was not processed, and my personal belongings are still in the car whose location is unknown. I have tried contacting both the branch manager, Jeff, and corporate office without any success. The lack of customer service and handling of this situation has been disappointing and unprofessional. I am seeking the return of my belongings, my $[redacted] deposit, and resolution for the mistakes made by the branch.