Enterprise Rent-A-Car Customer Service Issues

I confirmed a Pacifica rental for 9 am today. Despite arriving on time, I was informed they no longer had one available. They claimed to have called me, but I showed them my full call log and voicemail with no messages received. As an alternative, they offered a Jeep Cherokee that needed cleaning, which I'm unsure will accommodate my husband who had a stroke and is being picked up from the hospital. The staff, particularly LeAnn, was unhelpful and the situation is frustrating. I never received any calls from Enterprise of Kingsport, TN.

I had an unpleasant experience at the Edmond store with the manager. I wanted them to waive the alternate insurance, as I was given misleading information. I was under the impression that I needed the insurance to rent the vehicle, but when I mentioned that USAA covers it, I was abruptly informed otherwise without a proper explanation of the daily charges. The manager insisted I was fully responsible for any rental issues and refused to waive the insurance, stating that I had signed for it. I hope to resolve this issue as I have two more upcoming rentals with Enterprise. I seek to have the alternate insurance fee waived, a $[redacted] refund, and for the manager to be more knowledgeable about the policies to provide better service to clients in the future. Thank you.

Yesterday, I experienced a distressing situation at the Fort Lauderdale office with the supposed manager, Matt. After receiving an unclean car and expressing my concerns, he threatened to misuse my credit card and wrongly accused me of trespassing. The ordeal escalated until the district manager, Johnny, intervened and resolved the issue promptly. Johnny arranged a Lyft to another Enterprise location in Oakland Park, where I rented a replacement vehicle under the name Paula Perez. However, the behavior exhibited by Matt was unacceptable and alarming. It was a relief that Johnny was able to alleviate the situation. I urge Enterprise to address Matt's conduct as it was unprofessional and concerning. The cleanliness and maintenance of the car were also unsatisfactory. Overall, the assistance provided by Johnny was greatly appreciated, and his swift action prevented further escalation. If Matt remains in a managerial position, he requires additional training or removal from the role for the benefit of future customers.

During our family vacation, we rented an SUV with over 57,[redacted] miles that was worn and dirty. The passenger rear bumper was already damaged from a prior rental and detached during our trip. We had to get it temporarily fixed at a local repair shop. On the third day, the battery died, and we noticed the battery holder and engine cover were missing when we opened the hood. The Enterprise representative did not show much interest in helping us with these problems. We are now seeking a full refund for the rental fee to compensate for the missed events caused by the dead battery.

I paid my balance in full to Enterprise with a money order, but I was surprised to learn that my account was blacklisted for non-payment. Enterprise claims that I have a past due balance that was never settled. Despite having the money order receipt as proof of payment, every time I contact them, I am transferred between employees and never connected to a supervisor or someone who can resolve this issue efficiently.

Subject: Complaint Regarding Car Rental Reservation at Midland Branch Dear Enterprise Customer Service Department, I am writing to express my disappointment and frustration regarding a recent reservation experience at your Midland, Michigan branch on June 19, [redacted]. Despite making all necessary arrangements, I arrived on June 20, [redacted], only to discover that no cars were available, causing significant inconvenience and financial setbacks. This incident not only disrupted my travel plans but also led to additional expenses and missed opportunities. As a loyal customer, I expected a seamless rental process, which unfortunately was not met on this occasion. I urge you to investigate the reasons behind the lack of preparedness and take proactive measures to prevent similar instances in the future. Reassessing your reservation system and ensuring adequate resources are allocated at each location is crucial to upholding customer trust and satisfaction. I kindly request a prompt response within [reasonable timeframe] to discuss appropriate compensatory actions and improvements moving forward. Your swift attention to this matter is greatly appreciated as I seek a resolution and look to restore my confidence in Enterprise. Thank you for your understanding. Sincerely, Brooke Buford

When I made a reservation at Enterprise near my hotel on [redacted] W. Sarah Ave, Las Vegas, their website indicated they offered pickup services. However, when they called a few days before my reservation, they informed me they do not provide pickup at my hotel as advertised on their website. When inquiring about which Enterprise location does offer pickup, they were unable to provide an answer and simply asked if I wanted to cancel. Despite my insistence on keeping the reservation, I had to spend $20 on an Uber to reach the location at 8:00. Upon arrival, I was informed they were low on cars for the weekend and had to wait for about an hour and a half before receiving a vehicle. Despite the advanced notice of the demand, they did not offer any compensation for the inconvenience, such as an upgrade or waived fees.

I made a same-day rental booking and traveled to Valdosta, GA spending $[redacted] due to the assurance that the vehicle I wanted would be available. The employee also confirmed the vehicle's availability, even though I arrived slightly after closing time. I was provided with a [redacted] Toyota Tundra, which is more gas-consuming than expected, impacting my plans and budget. While the daily rate was reduced, the fuel costs are still a challenge. Enterprise, a company I frequently rent from, has typically been accommodating. However, this experience has left me feeling overlooked despite communicating my situation to multiple staff members and supervisors before traveling to another county for the preferred vehicle. I would greatly appreciate any assistance in addressing this matter, as this is the first time I have encountered such a situation.

On July 14th, I rented a vehicle and was later pulled over. The officer mentioned that the car I was driving had not been registered or inspected since July 22nd, resulting in tickets. I promptly contacted the Newburgh branch and returned the car that evening. Initially given a small jeep, which was too compact, I swapped it for a Malibu on Saturday morning. However, the Malibu was also found to be uninspected. Being a long-time customer with no prior issues, I found this situation highly inconvenient. It forced me to make multiple trips to Newburgh, derailing my weekend plans.

I rented a car from Enterprise Rental, and unfortunately, the car was towed. When I tried to retrieve my belongings from the tow lot, I was informed that a representative from Enterprise needed to collect the car. I contacted Enterprise numerous times from 8:00 am to 4:00 pm but struggled to get a clear solution. Despite requesting a call back before their 5:00 pm closing time and not receiving one, I continued my efforts the next day. I was then advised to reach out to the tow company directly to understand the process, which I did. Unfortunately, I faced challenges with getting a clear answer from both the tow company and Enterprise about my items left in the car. It's been a frustrating experience, and I'm unsure how to proceed in retrieving my belongings.

Hello, I was involved in a car accident in Syracuse on August 6th. As a result, I had to drive the rental car back to Vermont and was charged a one-way fee of $[redacted]. My insurance company, Co-operative/Colby, recommended that I reach out to request a waiver for this fee due to the circumstances. The reservation number is [redacted], and the RA# is 1LG8KW. I rented the car from the airport on a Sunday. Thank you for your attention to this matter. Sincerely, Maureen Langley

I encountered a rental truck issue starting in Indianapolis and breaking down in Kentucky two hours later. After a long wait on the interstate, the tow truck brought me to Louisville International Airport. The truck was briefly fixed on the roadside before I managed to drive it to the return area. However, the staff had no replacement vehicle and suggested waiting for 6 hours. Eventually, customer service arranged an Uber to the Airbnb my friend had booked. The following day, various branches were unable to provide assistance in securing a ride home. Even after multiple calls to Enterprise, I remained stranded in Kentucky without a vehicle, extending my Airbnb stay. Despite contacting numerous employees, my situation remains unresolved, leaving me without transportation back home.

I recently rented a Mazda CX30 from the [redacted] W Sahara location in Las Vegas. I will be using the car for a few weeks while my own vehicle is in the shop. Upon realizing the rental car is over 2 years old, a [redacted] model, I tried contacting the store via email twice without success. I then called and spoke to Cody, the manager. Cody expressed doubt in finding a [redacted] model for me. Given the abundance of Enterprise locations in Las Vegas, I am requesting a new [redacted] Mazda CX30 or a reduced rate for the current rental, which is more than 2 years old. I hope to have this matter resolved promptly. Thank you. - Faye S.