“Rented a vehicle at Atlantic City Airport,the windows and side view mirror s were filthy.There were dozens of knats flying around the inside of the vehicle.O received no paperwork and didn't sign anything.It was almost like the employee was renting his private vehicle.”
“Picked up the vehicle only to find it had a tire going flat. Also, dirty on the outside. Back window was covered with dirt! Had to drive to Enterprise where it was swopped out for a second vehicle only to find the inside windshield was so dirty that I could not see through it when the sun hit it. Unprofessional and disappointing!”
“I picked up a rental for a week the ladie took pictures of the vehicle with no damages reported. When I returned the vehicle a lady came out with a microscopic devise she said the car had ice pellets markings all over the hood we were 5 people and all never witnessed a rain drop is asked to see original picture to compare the lady said they were not available. Vehicle already had this microscopic damages I have witnesses”
“We rented a large SUV for a work trip for 9 days. Drove 1 1/2 hrs to first work location, then two days later continued on another 1 1/2 hrs to second work location. Day 5 SUV stopped shifting. Looked it up on line, looked in owners manual for a fix, then called the Enterprise 800 #. They said they would send a tow truck and I could swap in that town for another vehicle. Waited many hours with no word, so called thirty minutes after midnight they had still not found a tow truck. Beginning 6:15 AM they begin texting telling me they are still looking. Find a tow truck and the driver is 2 1/2 hrs away. He picks up the SUV, around 11:30 AM, so I go to the local small airport to get a working rental. The woman there is mad as heck...at me!?! What's with that? She is saying she doesn't have a vehicle for me, that there is no reservation, she is the only one working Saturday. With absolutely no focus on ANY solution, just simply mad at everyone. To be honest, I am the one losing an entire day of work that I have traveled far to do, so you think I would be the one upset but I find myself trying to calm HER down. I call the 800 # for some assistance and now she is yelling into my phone at the lady on the 800#. No good communication between Customer Service and their rental locations. I find myself de-escalating the situation rather than Enterprise Customer Service person trying to problem solve. Honestly, this can't be the first time this has ever happened. I'm the only person in the rental area of this small airport and things are this chaotic? She isn't even trying to juggle any other issue at hand. Oh my. She then goes so far as to say to me, "We'll the problem is you let them take the key. Normally, you would bring the key to me for an exchange!" What? Are you serious? I then naturally point out to her, that the tow truck driver would have a hard time moving the vehicle off his flatbed truck to wherever they sent him, if he didn't have the actual key to the vehicle. She quickly changes the subject. I explain, I realize she won't have the same vehicle, but I need to get back to the other location 1 1/2 hrs away and is there anything she can do to assist. After her making some phone calls, she places me in a Renegade. Not the size I had hoped because of my booth display, but it will get me to where I need to be. After spending well over an hour trading out my vehicle to something else, I then drive (now the second car) back to my work location 1 1/2 hrs away with no issues. Next morning, the second rental vehicle (the Renegade) had a ton of electrical issues...bells going off, continually dinging, saying the driver seatbelt not fastened, showing airbag lights, show parking brake on lights. Of course nothing is wrong with driving the vehicle, just electrical malfunction somewhere. I called them to let them know we are just down the road from my work and I'll check when we leave work at the end of the day to see if still happening because they will be closed by the time work ends and I can't miss another full day of work. End of the day, no issues, but because 2nd vehicle smaller than what we originally rented (a Caddy SUV for the 1st car) had to have a man with a UHaul help us move table and booth. Last day, wake up for 1 1/5 drive back to airport and all the bells and whistle start up again. Call the 800# for a trade before the next drive and they send me to the local rental shop. Again...this poor agent knows nothing about trading the vehicle for a 3rd time. Nothing stated on our reservation, no call to the location. Everyone is however returning tons of cars this particular morning because local event just ended, so we wait. Enterprise employee Turner helped us with a big smile and kind words, which was much different than I had received previously, and they brought around a new large Truck. Great for us to get back to airport, but unfortunately it was the day before that we needed all the space for our tables and booths. They cleaned the vehicle and got it ready for us, we then removed several items of garbage and someone's sock that was left behind by the previous users and continued on our way 1 1/2 hrs back to airport. Turned in the Red Truck. I thought we were all done, but if this adventure wasn't enough.....while sitting at the airport, waiting for our flight, we received a phone call from the location back where they towed the first SUV, not even a town I was staying in, telling us that we had somehow damaged the display screen on this brand new Caddy SUV and that we were responsible for repairing it. Of course we did nothing of the sort, but the guy was being a jerk to my husband on the phone. Thank goodness my husband remembered that I had video taped the SUV failing to shift right before I parked it and the tow truck came. There is is, full proof, nothing wrong with the screen when we turned it over to the tow truck company. So apparently the stress of pulling it on on the flatbed or something along the way, or dropping it off, caused the damage, but we had proof it wasn't us. I immediately called the 800# to get this on our record of rental and they said they would have a manager contact me to discuss. Back home several days later, no call, I called back and said I wanted to be certain to close this file and talk to a manager. I don't need some letter months down the road coming back claiming we damaged anything. Additionally they had no problem charging us for the full 9 days at a luxury rate, not to mention spending 2 work days focusing on rental car issues. Again no follow up. Three time requesting someone to call and discuss this with me. Crickets. They will take your money, charge you extra if you don't have it back on time, refuse to address their car issues, have customer service have you problem solve their issues, accuse you of damaging their vehicles and believe that their best foot forward in a situation where there are some challenges.... is to ignore you since they already have your money. Wow. I sure do have different opinion on this company now.”
“Renters beware, Rented a vehicle months ago. Had a confirmation for the vehicle.
Found out 4 days before they will not have the vehicle that I was Confrimed for.
How does this happen? When you rent you have to give the dates your renting and they shoud have it in the computer so that they know when they have incoming and outgoing vehicles?
Now sending me to the Airport to pick up a vehicle and hope for the kind I ordered.”
“The people I worked with at Enterprise North Pleasantburg were great. Justin and Chris gave me great service and clean cars. My problem was with Enterprise in general. It started the day I called the 800 number and was told I could pick up a car the next morning, Friday July 5th. When I got to the store in Brevard I was told that they had no cars available and wouldn't until the following Thursday, the 11th. That's when I found out that no one outside of the individual branches knows what cars are available. Certainly no one at the 800 number was any help. It turned out the individual websites could help and found out that there were no cars available within 100 miles of me. I located one at the GSP airport. Since we had such bad luck and my husband didn't want to drive for an hour and a half to find out the website information was wrong I called and confirmed that the car was there. Only when I got there it turns out Enterprise airport locations don't do insurance. We found a place to park and made some calls. I started with the store on Woodruff, and they were very pleasant even though they had no cars. They thought I might do better at North Pleasantburg and they were right. There was one car available and they would hold it for half an hour. We got lost but still got there in time. There was someone at the counter who wanted the car and had a reservation for an hour later. There was a car coming back from an oil change and they asked him to wait for his reservation time because they had already committed the only car on the lot. I got the car. I was very grateful. Chris asked me if the car was well cleaned and it was pristine. There was a packet of sanitizing products in case I was concerned about anything later. I had to pay over what State Farm would cover because it was bigger than they covered but I was happy to have a car since I only had two days to access my totalled car to remove my belongings. I had hoped to turn it in for a smaller vehicle after that but again, nothing was available.
So. I'm very happy with the service from Justin and Chris but even though I've used Enterprise for several years in several states because of your willingness to bring a car to me and not make me find a ride, I don't think that will make up for the time and trouble this rental caused me.”
“Rented a luxury car and when I got there at the location, I was told we don’t have luxury cars here. I asked why is it on the website for here then? And they said that’s corporate. Sounds like a bait and switch. Thought that was illegal.”
“Enterprise doesn't care about their customers. It's all about the money.
I have a crack on my rental, and it continued to spread. Called twice for road side assistance and both times failed. 1st car wasn't ready, ALL Vehicles needed oil change and or none available. 2nd attempt- wanted to offer me a dodge challenger-sport but needed my credit card and insurance information (my original agreement has that-I shouldn't have to do that if I'm switching cars) my child has a disability in a wheelchair so a "sports" car wouldn't work. Called
Enterprise road side assistance for the 3rd time, offered to send my request to high ups and will get into another car and to except there call because they don't know when another location will call..its day 3 - no call. ALL OF Pensacola Enterprise is NOT WORTH IT the money. GO TO HERTZ, they'll help you. A lawsuit will happen towards Enterprise in the future.”
“Requested the security deposit to be returned to my card when I returned the vehicle was told usually 24 to 48 hours my financial institution reveals the merchants are the holdup..called them back it went from 48 to 96 hours. Find better rental companies”
“You rented a terrible Nissan pickup - when starting out the engine revved to 3500 then a second time to slightly less and then too high a third time. This, plus stopping was jerky. What a terrible car!!!!”
“There cars are nice but their team is not trained properly. Their customer service is horrible if you have to pay a citation. It is the most unorganized, joke of a system they have going on with trying to take of a citation so you can drive. Go to Hertz!!! Never Enterprise again!!!”
“I am deeply disappointed with my recent car rental experience at this Enterprise location. The way they added on the CDW optional protection was unprofessional and left me dissatisfied.
I agreed to the protection for the time I paid out of pocket (6 days) until my insurance kicked in to take over the remainder of the agreement (43 days).
Although I agreed, and it's on the contract to pay for this optional protection package for six days, this Enterprise location is attempting to charge me for the full 43 days. I emailed the branch manager and called multiple times with no response.
Upon contacting the location, I was informed that they could not address the issue and advised me to call customer service. It was only then that I was told I needed to come in once my insurance took over the agreement to have the optional protection removed, despite signing an agreement for 6 days.
Why they do not tell you this upfront, notify you, or allow you to opt out once your insurance takes over is a shady sales tactic that takes advantage of customers and is wrong.
After taking great care of the car throughout my rental period, this is extremely disappointing, and I hope Enterprise honors its agreement.”
“I called the local office on Friday morning to ask about my final receipt and was told the car was checked in and they would call me later with a final bill. That was at 8 am, well at 4pm I called customer service and was informed they never closed out the transaction and they would email me a receipt. Well I never received a receipt so I called the Romeo office again and was told it was closed but never refunded my 300 dollars. Did not even apologize for the mess up. So now I have to wait even longer for my money. I will not be going back to the Romeo location”
“We rented a vehicle out of the Brainerd , MN airport. The pick up time was on my paperwork but when I arrived the Alamo kiosk was dark and no one was in attendance. I called the local office and was told someone would be right there. I waited a good 50 minutes. We spent time filling out paperwork and then it came time to pay. My debit card was refused and I was told they would only accept a credit card. I had none. I had to drive 40 miles back home to get a credit card and then drive back to the airport. On my way back an agent called to tell me they had the-evaluated the situation and I would be allowed to use a debit card. At this point I had already driven back home. And wasted 1 1/2 hours drive time. I did finally get our vehicle but it had only 1/2 tank of gas??? We had to stop and gas up enroute to our destination. The only redeeming news was when we shared our exasperation with a fellow from Enterprise at the MSP airport, he credited us with $40 upon the return of our car. Very nice guy!! But that should have been done at the Brainerd office.”
“My insurance company arranged for us to have a car hired from this company whilst our car was being repaired. Before picking the car up we had to phone them and they kept us on the phone for over 2 hours going through all the aspects of the accident that we had already gone through with the insurance company, Finally they 'allowed' us to have the car. On the day we picked the car up they encouraged us to take out insurance on the hire car at £7 per day - which we agreed to do. They took £1 which was supposed to be refundable to verify our card and then said that they would take 10 days insurance cost from the card but would refund any unused days. In the event we had the car for 8 days and 3 hours. We were told the extra two days plus the £1 would be refunded. When that had not happened after two weeks we queried it with them. They said we would have to pay a whole day for the extra 3 hours and claimed we had had the car 10 days. The employee seemed completely unable to do enough maths to work out we had had it only 9 days. Had to give up in the end. If they scam £15 out of every hire - they are doing quite well. Left us feeling annoyed.”
“RE: Nightmare experience in Arizona desert
I first want to state that throughout the years I have always had exemplary experiences with your company. The Saint George office has always been professional and great customer service.
Yesterday, our experience with your company was both frightening and drastically different.
8/30/23------------- We were returning from a 5-day trip to Lake Havasu. It was a lovely trip, and we were looking forward to returning to Saint George.
At around 11:35 driving through the Arizona desert, we experienced a flat tire. We had in our car
• A 4 foot cooler filled with groceries and ice, weighing around 80lbs
• 2 large suitcases
• 4 carryon bags
• 1 Laptop in bag
• 1 Electric car charging cable
• 1 Sunshade
• My wife (53) and myself (67)
I share this inventory to give you some sort of perspective of what we went through.
We called Enterprise and were told that our car did NOT have a spare tire and were transferred to Enterprise Emergency Road Service. Here the nightmare began.
The first operator was very difficult to understand. She said she could get a tow truck out to help us. I asked…….
1) Could they bring a spare so we could drive to the nearest Enterprise and get another car. I was told no, that is against company policy
2) I then asked if the tow truck could take our car and all our luggage to the nearest Enterprise office. I was told no, that in not on the drivers approved route.
3) I asked what our options were. She said he could drive us to the next exit where there was a Chevron, and she could then send us an Uber.
4) Or , we could ride with the tow truck driver and all our things 70 minutes to a airport outside of Vegas, because that was within his route.
This seemed really silly with the nearest Enterprise being 20 minutes in Bullhead City, and the airport being 60 miles away near Vegas.
She was basically saying those are the choices. She asked us to hand on after 43 minutes, and we were promptly disconnected. Next operator was not much better.
Understand. We were stuck out in the middle of nowhere and it was getting hotter and hotter!
Well, another hour went by in the blazing sun. It turns out the tow truck driver was given the wrong destination and went the opposite direction. He finally arrived.
This truck was not meant for passengers.
No one at any time asked if we needed any accommodation. The floorboard for the cab of this truck was taller than the top of my head.
I am disabled with my left leg not working properly.
Trying to climb up this side of this truck left me almost falling twice and I had to climb using my knees off the side fuel tanks.
You folks just assumed this would do.
So after multiple phone calls and the temperature climbing, we had the driver take us to the nearest exit and dump us in front of the Chevron.
All our things we had to unload with the car still loaded on the truck bed.
Meanwhile, we find out that when Enterprise sent us the link for Uber…….they don’t go out that far. Link for Lyft? They don’t go out that far.
I went into the Chevron Mart and the employee laughed and said no one comes out that way. Good luck getting a taxi!!!
Now we went to that location because we were told by Enterprise Emergency Road Service to do so!
But they had no way of helping us!
We were stranded with no car, all our luggage, and it was now 115 degrees.
Why would you rent a car without a spare, or ability to get us a car swap where we were?
Horrible customer service.
I called Jason at the Saint George Enterprise and told him the predicament we were in, and we were running out of phone charge on both our phones. He was the ONLY one that showed empathy and felt our panic.
He said he would call the Bullhead branch and try and get them to send us a car.
I called him back in 15 minutes and he said he kept getting disconnected. Just like us!!!
Our total calls?—19 including tow and Enterprise Emergency Road Service
Still no help
Finally a man pulled up in a large Dodge truck and said we looked abandoned and scared. We were soaked in sweat and completely angry and disappointed in you folks.
Over 3 hours had passed, and we were still stranded in the middle of the Arizona desert.
He said he just came from Bullhead City and was willing to give us a ride there.
His breath smelled heavy of alcohol, and his truck was filled to the ceiling with trash.
We didn’t have many options. You folks had failed us and we were abandoned.
This guy was either a good Samaritan, or we were being stupid, and would regret it.
You folks left us no choice.
I called Jason and gave him the License number of the truck.
We loaded all our things and bare-knuckled all the way to your office in Bullhead City.
Thank goodness we got there.
Now it was 121 degrees and time to unload and load all our things again.
When I went into the office, I received ZERO sympathy. I asked if they had been called for our switch to another SUV, and was told we have a Mini Van, take it or leave it.
When I told the lead lady our situation, she said so. She had been through the same thing in Texas, and she survived. Just really crappy attitude.
Our trip home ended up taking 4 hours longer.
I missed an appointment at 3:00p.m. and we were drenched in sweat and felt like Enterprise Emergency Road Service went off a script and really did very little to help us out of a desperate situation.
If you are going to give people cars without a spare, they should be told so.
If you are going to profess to have Road Service, then you should be prepared to help people left abandoned by one of your cars.
My wife and I were left out in the middle of the desert with all our trip luggage and none of you helping us. I don’t know what you can do to rectify this nightmare, but it was one of the worst experiences of our lives.
This was really the type of review that should wake up your policy makers and Customer Service management.
James Rillo”
