Enterprise Rent-A-Car Customer Service Complaints - page 2

Dear Enterprise customer service staff,



I hope to find you well.

This is an important message in regard customer service at specific location.

Please, contact to location at Montgomery Mall, Bethesda, MD.

Clients service is absolutely unacceptable, disrespectful and unprofessional. My experience was quite frustrating and desapointed.

I can provide details to who may concern.

My phone number is 561-236-7552



Thank you



Andres Rouggel

My name is Elizabeth Shor
I took an $80 cab ride to the Sandy Springs Enterprise. It was dark and cold. The gentleman working was rude and in a hurry to close for the night as I got stuck in traffic and arrived at 5:58 p.m.. I called several times to give an E.T.A.. When I arrived the man was rude. He told me that I had a debit card and he could not rent to me though I reserved the car online with a debit card. He said because I intended to drop the car at another location which is why I reserved w Enterprise because they had a location near my home in Franklin NC.

Your rental associate told me to wrap it up as he was closing. He rushed my husband and I outside, locked the door, and turned off the outside light. I banged on the door. I agreed to return the rental to that location. I was 2 1/2 hours from home.

I had been traveling for 3 weeks. I rented a car w dollar rent a car and drove around Nevada, Arizona, and California. It was a smooth experience.

The associate was inside ignoring me at the door as I told him that I wasn't going away. When I agreed to return the car he said thathe could not rent to me as I held an out of state license. Isn't that what your franchise does? Rent to people who are away from home? He closed the door and locked up.

I suffer from asthma. I walked a mile uphill and found a resteraunt to catch my breath. Your associate did nothing to help. Did not offer a solution. I was in a strange town an hour away from the airport far away from home. I was locked out. Treated poorly. Left sitting on my luggage in the parking g lot w the lights out. He didn't say stay inside until we can get a cab. Information for the train station or nearby hotel. Nothing!

Common human decency. No compassion for a weary traveler.

Is this the face that Enterprise wants to show the general public? I travel constantly. I require rentals wherever I travel. I require a rental to get to and from the airport. There is an Enterprise close to my home but I am furious and refuse to be treated so poorly. Discarded so easily. I will tell my story to everyone I meet, know,or or contact in social media for which I have friends and family throughout the United States.

The whole last minute scramble was a terrible way to end my visit to my Marine son stationed at Camp Pendleton!

And...I made my reservation in person (3) days before I needed the car. I informed (2) associates that I would be picking the vehicle up. Neither one mentioned the wait time to be over ONE hour. I called at 7:30a. Out on hold for (15) min. Told the driver would be here in 1/2 hr. still waiting. (40) plus min's later. I realize you are busy. I just ask for a warning at the time of rental in how long being picked up REALLY takes.

I was told that a one day rental is more money , compared to renting for more days, because of the "holiday". Thanksgiving. I am paying under protest. Sincerely;
A former fan of Enterprise.
Felice Torres Wegner

My insurance company got a rental through enterprise and they put me into a jeep renegade and the tire went flat, so I was told to take it to Goodyear, when I got there, I told the manager what the issue was then, he asked me where is the information on the key, I told him, this is all they gave him and that I have the contract. He preceding to the vehicle fussing about enterprise. He told me that the vehicle needed a tire and he didn't have any in stock, I look it was 5 o'clock and enterprise was close, so I try calling enterprise and it's said it was close, so I proceeded to call the customer service number to try to reach someone and the manager try calling the branch in town and finally someone answer. The Goodyear manager said they had another car until the tire is repair, so I took the vehicle they had, so I call the next day to see if they had another vehicle because the one I got was to small. The representative said he would call when he find another vehicle and he never called, so I decided to call around 12 noon to see if he had anything and he said the person that was supposed to bring the vehicle back didn't show back up yet, so I said okay and he still had my number. It was getting close to 5 so I decided to ride up there, I saw the truck I had before sitting in the parking lot and the representative said someone already rented the vehicle hut haven't pick it up, so I'm like why I didn't get the vehicle back and he went on explaining that I wasn't supposed to have that vehicle from the beginning and I said how was it supposed to know if that was not explained to me in the agreement. *communication * The representative should have taken care of me the customer and not given me the run around. I call the customer service number and explain what was going on at that branch and I was put on hold then the manager got nasty and ask me what do you want and starting laughing when I told him the situation, lack b of professional and need to be trained on how treat customers and show respect. I was literally done with this branch and told him to have a nice day. Enterprise should do a complete inspection on there vehicles before putting them on the road or change where they get there car service, because my mom got a vehicle through her insurance company too and had issues with the tires too be inflated.

I am writing to bring to your attention the excellent service I received from two of your employees at the Boston Logan Airport facility. Unfortunately, I can identify only one of them, Frank Apiso (spelling). Her�s what happened.



I travelled to Boston from Minneapolis, arriving about 4 PM on October 11, and leaving Boston about 11 AM on the 14th. I initially registered/accepted the car I was offered and put my suitcase and another small bag in the trunk. I then determined that, lacking a CD player, the car was not desirable and I was given another. In the process of switching cars I neglected to transfer the small bag.



Like amy others, I have a condition called Obstructive Sleep Apnea and depend on a CPAP machine to breathe properly (and sleep restfully) at night. The ââ?¬Å?breathing interruptionsââ?¬Â? throughout a night not only spoil restful sleep. There is also and associated increased risk of a heart attack. My CPAP machine was in the small bag. I discovered the machine was missing when I checked into my motel on Cape Cod that night.



I called Enterprise and reported the lost item. The woman I spoke with told me that I would be notified if it was found. When asked, she said I would hear nothing if it was not found. That was not comforting.



Being a person who needs to act, I drove back to the Logan car rental facility early the next morning, Thatââ?¬â?¢s when I met Frank. It was gratifying to speak with someone who understood the significance of this loss and demonstrated empathy. He took ââ?¬Å?ownershipââ?¬Â? of the problem. In this case, Because I had registered for the first car he was able to identify it and could then determine who had subsequently rented that vehicle.



I was put in contact with someone else, whose name I do not have, who was equally supportive. Either Frank or this other person contacted the renter of the car, confirmed that the machine had been found and gained assurance that it would be returned when the car was returned to the facility. Moreover, she assured me that she would ââ?¬Å?holdââ?¬Â? the cart until the machine had been recovered. She would telephone me when she had the machine and then arrange for it to be sent to my home. She did all of this.



I appreciate that these actions may all be in accordance with standard procedures, but I was in some distress over the loss of something important to my health. Frank and this other woman were sensitive and responsive to this distress and I am very grateful. I hope that you will acknowledge their work.



Sincerely

November 10th 2016 is my adult daughter's birthday she turned 29 years old so my husband and I decided to surprise her by renting a car for her so that she could attend a special event on November 11th on November 11th 2016 I reserve the car for a ad I have seen online professing a $9.99 weekend rental special we were very excited to reserve this for her Please reference our confirmation number at 181-663-4051 when I showed up at the Enterprise location 766 Settlers Landing Road Hampton Virginia the Enterprise Manager informed us that they cannot honor my reservation stated that they did not have anymore quote 'weekend special" cars and that they could not honor the confirmation that was given to me when I called back the facility that I spoke with who had reserved the car 181-663-4051. Can you help us obtain or will you honor the weekend special with the confirmation confirmation number above the Integrity of Enterprise car rental is lost with me if my daughter's weekend is ruined because of a lie from your Enterprise representative please call me. If you truly care about your customers a resolution is in order and this confirmation should be honored. NOTE if anyone else has had this problem please inform Enterprise regional manager this is wrong. I can be reached Please for God sakes respond. My daughter is very devastated in that her plans to be with her friends were ruined. This birthday will never be forgotten by her or by us because Enterprise lied. Mrs. Jones.

I responded to your customer service line on October 20th. I rented a car at 11235 Alpharetta Highway, Roswell, GA. My suitcase was stolen and Regional Manager Susan Walser refuses to return by calls. You company obviously promotes thief in the organization. Can A corporate executive manager please contact me.

GREG DAPP

I was recently in a car accident and the insurance company setup the arrangement with enterprise for the rental car. I arrived at enterprise, the MARLOW HEIGHTS Location.
4515 St. Barnabas Road Temple Hills, MD 20748 USA. They took me to a Hyundai Sonata. When I looked in the car I said to the young lady that the car needed to be clean and she said to me that they did not have time to detail the cars when customers returned them. I was very upset. I took pictures of the filthy car. The car was so filthy my daughter was with my and she did not want to touch the handle of the car. I had a wipes in my hand bag. I had to give my daughter a hand wipe to close the door. I am doing everything I can not to post these pictures on social media and all over the military base. I have never seen or heard anything like this in my life. My family, friends and my military family are encouraging me to post the filthy pictures of the car on social media. The only reason I have not is because I usually us the enterprise at 7937 Central Ave, Capitol Heights, MD. They are always so nice and the vehicles I get from them are always so clean and the people are so nice. My family and I have never had any problem with them. The Marlow's location can use a little training from the Central Avenue Location. I am very disappointed and I hope this will never happen again. I would never refer this location to anyone. I contacted headquarter and the never got back with me. I will be posting the pictures on social media.

I just received a notice from Enterprise that I am on the DO NO RENT list because I complained when one of the NEWARK NJ agents was rude and cursed at me I have been using Enterprise for years and that is why I filed a complaint...Is this how you deal with complaints?????? That girl should be fired not me being put on the do not rent list!! I thought this was a ethical company

I am a long time loyal Enterprise customer. I made the above reservation and was told to call in the morning to reconfirm. I called at around 8:45 AM. I told them that I would need a pickup at my car repair in about 15 or 20 mins at the latest. I was told, absolutely no problem. At 9 AM when I called for a pick up from my repair shop, I was told I would have to wait 45 mins to 1 hour for a pick up! I told them that I had to go to work and that they promised me the pick up and they basically said sorry, too bad. I immediately called another company and was picked up in 10 mins. I'm incredibly upset with your service.



Paul Dorman

Enterprise Rent-A-Car

Here is my opinion on the service of this rent Car. First q nothing tell them I was checking other opinions, q indeed there is only one, (is the same q mine), HORRRRRIIIIBBBLLLEEEEEE, q know it all q by a reason or another have the need to use a service of these, I advise q go somewhere else and not this, are swindlers, that's the word, if there is a (0), it would give too score, Nathali, one of q girls working here is not a drop of professionalism and courtesy in dealing with the public, should not be taking this position, she along with his peers have their own clique check here. I tell q one night before handing the car I was left a bag in the trunk with some food, this caused an unpleasant smell, I ask q wash it, understanding this, I have to wash, I return to the delivery of car, and then q me collect supposedly without odor, my deposit of 150 $, I bring out the days with the ratio of q odor continued, are true ESTAFADORESSSSS have no other qualifier for me, ie I spend 75 $ on the detail car wash and then they charge the same amount q leave on deposit $ 150, a total of $ 225 for a smell of food seems too dishonest and fraudulent behavior of these characters, I'm in process my lawyer, porq this is a country of laws and believe me not go unpunished. I oriento to resort to other q porq q have the stars say it all. GREETINGS TO ALL Q stop by and READ MY MESSAGE.

I am so disappointed by how your office in Wallingford CT tel# 203-284-3379 how the opparet , I drop my car at Chevy Valatine dealer the place is only 2 minutes drive but the can't go or send some one to bring the car to their office so I can get my deposit back. And I saw in side the office they 3 people working so if you need a car the help you quickly now I need help because don't have money to buy food for my kids the can't help?

Just rented a car through enterprise in topeka, ks while our car was in shop. Just picked up car in aftermoon and stopped on way home to eat. Came out and had a dead battery. Called our AAA and they came out & jumped us. Dead again in am. Called enterprise and they couldn't help us, said it was our responsibility uz we didn't take out the insurance. Had AAA come and jump us & returned car to enterprise. Asked for another car, gave us one on empty,husband said he would put gas in.light came on for bad front tire on way to station for gas. Put $20. In and aired up tire. Drove home and tire was going flat when we got home. Aired it up and took it back to enterprise and said we needed a reliable rental car. Manager told my husband he didn't have anything. Husband asked about other cars in lot. Manager said he didn't have anything couldn't help us. After an angry exchange the manager said he wouldn't help us! And he would not refund our $20 that we had just put in for gas! What is wrong with this situation. I thought your company was in the business of reliable car rental. If you can't provide that service and are extremely rude to customers, then it's false advertisement and needs to be turned into better business. I'm very disappointed with this whole experience and would like a response and my $20 gas refund. This took place at Enterprise,

Very disappointed. Made reservation for piCK up today. Called to confirm and very very rude Daniel stated they do not pick up on Saturday. Told me to take Uber to their location. The only reason I use Enterprise is for the conversation of pick up and normally wonderful service. NEVER AGAIN AND WILL TELL EVERYONE OF MY EXPERIENCE TODAY

I recently needed a rental vehicle so that my car could be repaired after a car accident.
The Enterprise transfer man was waiting for me at the Collision Service which was very convenient.
The I spent 90 minutes trying to rent the car.
Car #1
1. The first car they attempted to rent had holes in the seat covers from a cigarette.
2. The dial on the car said that an oil change was needed immediately.
I did not get that car.
Car #2
1 It was a Dodge Charger. I am handicapped with back issues. Getting in and out of the car was literally painful.
2 The indicator for low tire pressure came on within 20 miles.

There was no other vehicle available. I asked for an SUV and was told that I needed to pay extra for the vehicle. The Insurance Agent that made the reservation was on vacation and her boss said only she could change the car.

The rental agents themselves were extremely nice but my needs were definitely not met. The service requirements for both cars were not met by this licensee. I will NEVER rent from Enterprise again.

I have rented from Fallston, MD location almost every weekend for a year. Went in today, and Mark would not accept documents offered even after explaining time frame for mail cycling/dating of bill used to prove residence because different from mailing address. Offered several different documents including government issued, To support requested information. The manager who knows me and has rented to me on several occasions was not available at the time. There should be some system in place to make things smoother in keeping customer information valid from week to week. Needless to say, I have found another company to rent a car from for my business trips. (Not related to your group of companies). As a manager of a multi-million dollar company, this could have/should have been resolved. Manage by exception!

I was recently at the Goldsboro store and the service was as bad as one could image. If this is any indication of the service you provide I will never use or recommend this company every again. Tyrone Hickman

Long loyal customer @ enterprise in Whiteville,NC. New guy named Tramain Dewitt talked rude & would not stand still or look us in the eye. U see my husband is 6'6' & the last guy that worked here named Brian(who Tramaine could take lessons from) helped him find a car on the lot that he could fit into Tramaine could car less!! I also am very short @ 5'0 & need a car I can see over the sterring wheel, again, Tramaine acted like Care Less!! Really bad for business. I guess we will find another car rental company. If this is your new management there @ the Whiteville,NC store then u guys got big troubles! He walks around like he is better than me, the customer who actually pays his salary because I am loyal & come back & spend my money!! So this is probably my last time I rent a car from Enterprise in Whitevill,NC. Oh I guess if I were black he would treat us better, because he was nice to the people black in color renting cars!!! But not to us

Was hit by truck and have to rent a car from Enterprise in Glenwood springs,co!
The most awful experience in my life ( and it's not over yet!). Fred made unethical sale right away ( Damage Waver is OPTIONAL!). Then my card was unauthorised charged Friday afternoon and put my balance negative over weekend and cost me bank fees if I didn't find out about it by chance! I went to the bank and explained situation, banker called Fred on my behalf. He admitted that card was charged unauthorised and made offensive remark about " language barrier", when banker said that they will stop charge he snapped ( on taped company line) and I quote : " I WILL RIPPED HER (me) OUT OF THE CAR!!!" and hung up! It was four days how I return rental car but there no refund from unauthorised charge or respond for my complaint. And it's been second weekend with empty bank account because of the Fred.I feel so sorry for people who's Labor Day weekend ruined because they made a mistake and deal with Enterprise employee s in Glenwood Springs,CO.

So frustrated, rented a car and keep getting the run around,lights mess up,I call to let em know,thn they say to take it in morning that they will be open,take it and they're closed,call again and they tell me don't know y they told u it would b open,they're closed!so now u will have to go to airport to get into another one I will send an email to them so they can get you into another car but please call em and let them know you're on your way,and I can provide you with their number I keep telling her that's the enterprise office car rental place on Navarro in victoria,she says no its the one on foster field ,well I tell her I google it and it's the right address but not number, I'm telling her it's taken enough of my time already I already know what's going to happen when I call him it's going to lead me back to you guys but once again I don't want to argue with her and I'll take her word for it and I was right I call but now no one is answering at all so by this time my father is already at the airport and he tells me there's no one there and there's just a thing there where you put your keys all he is reading is something that says Avis or Enterprise so I don't know why they are putting us through all this but now this is the third day with no car we cannot go where we want to go because the car's lights are not working so why bother to go if we cannot be in that area at night so this has really been frustrating for the both of us because I can't do what I need to do and neither can he and on top of all this he was needing the car for an additional 2 days now we're stuck and don't know what to do it sounds to me like we got what we paid for and we won't get our money back or get an additional 3 days or so free this was not our fault that the car's Lights Went Out so now I don't know what to do!noone was able to help get us into another vehicle,my dad probably would of had another vehicle if he would've called Saturday like I told him but he said "I thought they were closed ",besides he's never rented a car b4,now I'm just trying to fix things for him so his experience won't be so bad ,I want him to feel comfortable to where he can rent again,plz help!

Customer service in Temple, TX is terrible, rude, uncaring agents, site manager is unconcerned, district manager never called me back either. The whole company is flawed from top to bottom. don't waste your time rent somewhere else. After 3 days of being told they had a car for me and i call and there is no car; and on 3rd day they gave my reserved car away. Enterprise lost at least a 2 week rental to Hertz. Go Hertz or National (they are my favorite) anyone but Enterpise........they are the worst!!!

Does not refund your money in the time frame that they give you. I've called the corporate office 3 times before actually speaking with a manager and yet I'm still waiting on my refund.

I started on Aug. 4th and I still don't have a vehicle a week later. You have employees who don't care. They must be all part time and get paid commission.I will have to contact Honda and tell them I can not get a descent car to rent.What other rental company I can use. My patience ran out.

I call today and had to hold about 15minutes or more before anyone pick up finally a young man did and then he told me to hold on again after I told what I was calling for another almose twenty minutes past so I gather my 15m grand and 4 month up and got in my car while this recording still playing to go to enterprize on st baranbas rd temple hill md when I almost there the young finally pick the phone up I was furious he said they were busy.. Really!!!! So unprofessional but a recordind saying you treat your customer's the way they like. I don't think so. No receipt for return, everything was done on the young lady laptop ao I thought when she close me out it would come thru rhe same way. I had $100.00 hold on my credit which I was told it take 3days at least to return it back. The guy was like you can still come in and we will give you a receipt. I am so done with enterprise right now for the people they hire and the poor customer service.