Enterprise Rent-A-Car Customer Service Issues

I had a Jeep Cherokee reserved at a dealership, but when I arrived, they claimed they don't hold reservations. They didn't have the car or any suitable substitute available. It seems that others also faced this issue when their reserved vehicles weren't honored by Enterprise. I discovered online that Enterprise imposes a $[redacted] fee for not canceling a reservation you no longer need. If they can charge for that, shouldn't they compensate customers when they fail to uphold reservations? My experience resulted in a 2-hour wait for a vehicle, disrupting my plans and causing inconvenience to another customer with a time constraint. I'm questioning whether Enterprise truly honors reservations, and their policy about fees has left me dissatisfied and considering taking my business elsewhere.

I reserved a compact SUV through Experian for Enterprise rent a car for around $[redacted]. When my husband called the rental location to confirm payment with a debit card and an early pickup, they assured him it was possible. However, upon arrival after noon, the vehicle was not ready due to needing an oil change. They then had issues with accepting the debit card for a one-way rental, despite initially saying it was fine. We were offered a dirty Ford Fusion with tire and rim damage instead of the SUV we booked, wasting two hours. Despite paying the same as the SUV, the insurance cost differed between what was advertised and the actual price on-site. Overall, we are disappointed with the entire rental experience.

Hello, I wanted to bring to your attention the discrepancy in my recent rental agreement. Contract number 77TS5P. I received an email from your company, billing me for 3 days instead of the 2 days I had the car, including today. I actually returned the car early at Munich Airport yesterday. Additionally, due to a delayed car pick-up in Munich, I was promised up to half a tank of gas at no charge. Surprisingly, I was still charged for the gas. I am quite disappointed by this turn of events and the inconvenience caused. Please promptly refund the excess charges and confirm once this is processed. I appreciate your swift attention to this matter. Sincerely, Guy K.

I am looking to rent a car at Houston Airport International George Bush, as well as in Waco. Unfortunately, I was recently pickpocketed in Florence, Italy, and my driver's license was stolen. I have a printed document from the DMV in Nevada that confirms my driving privileges. I do have my USA passport with me, but the replacement driver's license with a photo has not been delivered yet. Will I be able to rent a car in Houston and Waco using my passport with a matching name to the Nevada document, even though the document does not have a photo? Thank you.

I recently had an unsettling experience with the Enterprise location in Clarksville, TN. I initially paid $[redacted] for a one-week rental but returned the car after just four days. To my surprise, upon return, I was told I had additional charges that hadn't been covered. The bill included unexpected fees for a late return, even though I returned the car early. Despite my complaints, I didn't receive a satisfactory explanation or refund as promised. After reaching out to Enterprise customer service and visiting the location, some adjustments were made, but I'm still puzzled by the process and the partial refund I received. I'm seeking clarification on why my $[redacted] deposit hasn't been fully refunded as assured by the agent. It would be greatly appreciated if someone could provide further insight into this matter. Thank you, Vicki Moody.

I had a disappointing experience at the Hobby location when my rental was refused. Despite facing several challenges, the customer service offered was subpar. This mishap impacted my daughter's birthday party negatively, leading to double the expenses incurred. The staff cited my card being declined due to limit issues, although my subsequent visit to Avis went smoothly without any problems. I discovered that the location had a heightened fraud alert that blocked my card transaction, as clarified by my bank. I tried to add my mother as a driver, following the assistant manager's advice, but another manager canceled the rental after collecting her details. Despite my efforts, the GM didn't listen to my side of the story and supported his employee's decision to cancel my reservation immediately. I requested a review of the security camera footage to shed light on the situation.

I attempted to rent a car on reservation from Enterprise in Rocky Point, NY, and was asked by an individual named Pete to leave a $[redacted] deposit. They mentioned that to receive a lower rate, I must use one of their affiliated repair shops to fix my car. This tactic felt like coercion. I was already dealing with unexpected circumstances, in pain, and without a vehicle to care for my four kids. Enterprise's offer to lower the rate felt like taking advantage of my situation. It's disappointing that they would engage in such practices.

I had a rental appointment scheduled for 10:00 A.M. today, but it's now 8:15 P.M. and I still haven't received the rental car. I called at 4:25 P.M. and was told the car would arrive shortly. Then, at 5:25 P.M., I was informed it would be at 6:00 P.M. I have two medical appointments on Tuesday at 9:30 A.M. and 11:00 A.M. I can provide the physicians' phone numbers for verification. I waited for an hour only to be told the SUV was being washed. Due to our age, this is too large of a car for us. We need a rental car by 9:00 A.M. tomorrow. Stress is high, and it's important to make it to my medical appointments, especially to discuss the results of a "balance test." Many others have been served before us, and we are feeling overlooked. We are in urgent need of assistance.

I rented a truck from the Enterprise location at [redacted] Newport St, Commerce City, CO. After driving [redacted] miles, the truck broke down. The person who rented it to me had just started working there a few days earlier. I had issues with the truck not having been serviced properly. It was supposed to be a Ford truck using regular fuel, but they gave me a dirty [redacted] Dodge Ram [redacted] diesel instead. The interior was filthy with cigarette butts and trash. The windshield was so dirty we had to stop and clean it with rags and water. When my girlfriend tried to drive the truck the next day, it wouldn't go faster than 5 miles per hour due to low DEF fluid. This caused delays, extra expenses for workers, and a late return fee. Despite being promised a refund, the deposit was just deducted from the total. My name is Danniel Kientz, and my girlfriend's name is Julia Land. If you can assist me, please contact me at [redacted]. Thank you.

My rental car from Enterprise was towed on October 17, [redacted]. I've been trying to return the car for maintenance and sign a contract, but the manager mentioned a lack of available cars due to the holidays. He assured me that by Monday, there would be plenty of cars. However, when I called to double-check, I was informed that there were no cars available.

I was provided a vehicle from Enterprise through an insurance company after an accident. A week following the return of the car, I noticed a charge from Enterprise on my bank statement. Despite my calls, they directed me to another department hinting it could be a toll road charge. I haven't used any toll roads recently and the charge was from a state I haven't visited in over a decade. The fact that they swiftly debited my account for a charge I didn't make, without informing me, is concerning. The process to investigate and credit the amount back seems unjustly slow compared to how quickly they took the money. The charge wasn't even related to the state where I rented or returned the car. This feels like fraud. The agent I talked to immediately assumed it was a toll charge due to the amount, suggesting it happens frequently. It's alarming to think about how often this might occur unchecked. With over [redacted] locations, such deceitful actions could accumulate to a significant sum yearly. It's unsettling that Enterprise engages in this kind of behavior, casually stating they will refund after investigating, without prior inquiry before deducting the amount, especially for a charge from a different state. Every customer should be informed about this and something should be done to prevent it.

My daughter had a confirmed reservation with Enterprise in West Hollywood, California. She verified the reservation but received a call 30 minutes before pick-up time stating they had no cars for her and couldn't offer an alternative location. Unfortunately, she was left stranded. It's a disappointing situation with no way to turn back time. The assurance of having reservations honored in the future seems uncertain for us.

I rented a car on February 13th with the intention of returning it on February 14th. However, due to unforeseen circumstances, I needed to extend the rental until Saturday. When I contacted the rental agency to arrange a return time of 11 AM, I encountered an unprofessional attitude and was informed that they closed at 12 PM. Despite having an hour before closing, my request was denied. I was then told they were closed on Sunday as well. Unfortunately, I was a victim of an attack outside of work later that Sunday evening and had to seek treatment at the ER. My purse, containing my wallet, ID, and credit cards, was stolen during the incident. I have filed a police report regarding the attack. Following these events, I have been receiving threatening calls from the rental location. The manager, Alex, has been particularly unpleasant, even prior to this incident. I have had negative encounters with him in the past. I am seeking guidance on how to address this situation moving forward.

I began renting from your Enterprise due to issues with a budget Avis rental. Despite planning to buy a car at your car sale with my tax return, unforeseen circumstances and a fraudulent incident led me to rent from Enterprise for over a month. The expenses have exceeded my tax refund, and the current state of emergency due to the coronavirus has affected my income and legal matters, causing additional financial strain. Despite quoting me $[redacted] for a monthly rental, the final amount was significantly higher, compounding my financial difficulties. While attempting to purchase a car, I encountered issues with my credit report being incorrectly frozen, impacting the financing process. Confusion regarding payment methods and unexpected charges have further complicated the situation, leaving me frustrated and seeking resolution.

I recently found out that Enterprise acquired Alamo when I received an email about a declined rental payment. They asked for the car to be returned to the Jax airport by 5:30, but I don't live nearby and it wasn't me who rented the car. I needed to resolve this issue promptly since it was the scheduled return day. I hope to request a free rental since I planned to use my tax return for future car purchases from Enterprise. However, I faced difficulty as Enterprise claimed my Experian credit file was locked, while Experian denied it. Despite sending copies of my credit reports to Enterprise for verification, they were unhelpful and somewhat rude. I am unsure how to proceed since I was dealing with identity theft issues while being impacted by the current lockdown due to the coronavirus, leaving me with no income to resolve this matter efficiently.

I am Traci N., a long-term Enterprise customer. I made a car reservation for August and called to confirm due to COVID-19 concerns. The customer service agent was unhelpful and abrupt, also hung up on me. Other branches couldn't provide information either. After multiple calls, I spoke with Manager Shane at the Auburn Massachusetts office. He confirmed my reservation but mentioned a different pickup location, which was inconvenient. When I asked about compensation, he declined citing no upgrades available. The manager was rushed and dismissive. This experience was disappointing and uncharacteristic of the usual customer service I expect from Enterprise. I will not be recommending or using their services in the future. Traci N. from Woodstock CT.

At the Enterprise rental on Wilkinson Blvd in Gastonia, NC, I had the displeasure of being assisted by the agent, Alisha, who has been rude to me on two separate occasions. During my recent interaction, she even left me on hold when I requested to speak with a supervisor. Despite contacting them again, the supervisor did not address the situation appropriately. Considering the current circumstances, customer service should be a top priority. I expect a resolution to this matter, as her behavior was disrespectful. I am still waiting for my $50 deposit refund, which has not been processed efficiently. If this issue is not resolved promptly, I will have to leave a negative review for this establishment. I am now planning to reach out to accounting myself to address this matter. This has truly been a disappointing experience with rental services and I hope for a quick resolution.

Hello, this is Ellen Edmondson. I rented a Nissan Versa (Vehicle #753GBW) at the [redacted] Court St. Clearwater Beach, FL location with RA#14WGS1. My plan was to drop off the car at the Orlando International Airport Enterprise on-site location. When I arrived at 3:15 a.m on 9/4/[redacted], the Enterprise attendant was too busy to check me in. I left the car with the keys inside as instructed and took photos of the car from all sides, the parking sign, odometer, and gas gauge. I spoke with Randale on Enterprise's chat service, and he mentioned my final invoice is pending. Although I have not received the final invoice via email, my bank statement shows a pending charge of $[redacted].00, which includes the quoted $83.00 and a $[redacted].00 deposit that shouldn't be charged. I kindly request your investigation and correction. Please contact me via email as I am currently overseas with limited phone access. Thank you. Ellen Edmondson

Upon picking up our car, we immediately noticed a strong body odor smell in the interior. The windshield was heavily smudged, almost as if it was wiped with hands instead of a proper cloth, and there were greasy spots on the dashboard. To tackle the smell and cleanliness issue, we had to use Lysol and air out the vehicle with the windows down overnight. Even my nine-year-old could detect the unpleasant odor. Although the interior was mostly clean, the windshield, door jambs, and dust on each door were noticeable. When I raised these concerns to the employee, I didn't receive a satisfactory response. Despite being regular renters from Enterprise, we have encountered similar problems twice now, once in Little Rock on Rodney Parham Road and now in Conway. It appears that the airport location consistently offers cleaner cars in comparison.

I am currently on disaster duty in Louisiana with the US Army Corps of Engineers. I got a rental vehicle from the Enterprise branch in Marion, IL near my home for this mission. The rental agreement number is 1GV1CY. The total estimated charges on my receipt are $[redacted].43, but I was actually charged $[redacted].43. The $[redacted].00 difference was explained to me by the manager as a deposit charge, which I understand. However, I need a document detailing this $[redacted].00 charge for my records. I have been trying to resolve this over the phone, but the line is always busy. My wife even went to the Enterprise office in Marion to no avail. If I don't get a document for this charge, I will be held responsible for the $[redacted].00, and the Government will not process my credit card charges.