Complaints

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear BBB Representative, This complaint is filed against the Enterprise branch on ***********, ***********, **. I am a gold member customer of **********************, have been renting from them for over 150 times in the past 9 years. Among all Enterprise agents, I have had the pleasure to interact with, I never saw a manager and a representative so unfit for their jobs like the ones in this branch.My wifes pregnant and I rented a car for myself so she could use my own vehicle while hers is getting repaired. I reserved the vehicle and received a confirmation email that my reservation is set and Im good to go (reservation number **********). At 7 AM on the date of our reservation, I received a call from the branch manager, informing me that they have no car available for me. When I reminded her of the policy to make an arrangement in other branches for me, she said she already tried (which was a blatant lie, for other branches were not even open at the time). I then said Ill come to the branch to pick up my car and she said Okay. When I went to the branch and introduced myself to the front desk agent, the agent said: oh that guy. He said no car is available for me even though a few other customers get their cars. I asked to speak to the manager, a rude, care-free, and professionally unsophisticated person, named ********* with employe id ******. She refused to honor the very confirmation email I received from Enterprise, she refused to even contact other branches including the airport to make an arrangement for me to pick up a car.The irony is that I knew a regional manager in ********* and Columbia area who offered me to contact ** airport and see if theres any availability there. But ******** simply didnt want to help us. Its a shame for a company to treat its loyal gold member of 9 years like this. More painful than that is to see a manager like ******** who really do NOT care if Enterprise loses a loyal customer.

  Customer response

  04/20/2022

  I would like the complaint to be reopened.  I want them to honor the reservation as my desired outcome.

  Business response

  04/25/2022

  I just spoke with ******** ******** and we had a good conversation. He was grateful to hear from me and my "kind words". I gave him my cell and told him he can reach out if he has any questions or issues going forward.

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Reserved a car for Mid-size economy and was charged for it on my credit card.2. At the time I picked up the car I was provided sub-compact car.3. I was told by reservation agent if the car was returned earlier, my daily fee would be prorated.4. At the time I returned the car to the location in **********. Agent was not able to issue credit, she asked that I email the location manager. I did, than I called. No respond. See Email I send to Manager.******************************* <*************************************************>Feb 15, 2022, 8:55 PM (2 days ago)to adruab.jordan, Customerservice, me ******, Thank you for your team's help in providing me with the car rental. Repairs to my car was completed earlier than anticipated. I no longer need the rental car, I returned it back to your lot this afternoon.I was asked by one of your associates (*****) to send you an email regarding my daily rental fee charged by Enterprise today. The following is the information you need to pull the information on your system:Reservation ID: ********** Ticket Number: 5NP2C4 Total Charges: $95.00 Date: Feb 15, 2022

  Business response

  08/08/2022

  Management spoke with the customer in February to resolve the situation.  A refund of $50.04 was provided to the customer to resolve. 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a vehicle from National and needed to extend the car rental through the app but it was not allowing me to do so, so I called a representative and he told me whatever amount the app says will be the amount you will be charged. Upon returning the vehicle, the amount requested was almost double then what the app has said. I have been trying to get this straitened out for quite some time now but everyone at National just keeps making broken promises. This is not the first time this has happened with my account and have been promised free days in the past due to this issue. I was also discriminated against once by not being able to rent an SUV because I was told I "didn't need it" but I have a family with 3 children and a dog, I don't think that was right that I was discriminated against like that. I was promised another free rental day due to that issue and didn't receive that either. I have now been placed on the blacklist and can't rent from them and I was almost to executive status with them as I rent quite frequently for work. I am willing to pay the difference of what the app told me after my free days promised to me have been applied and my name removed from the blacklist so I may rent again. I am attaching all the communication and proof that I was over charged. Thank You!

  Business response

  02/24/2022

  An Area Manager reached out to the customer and was able to reconcile the charges and come to a payment agreement to settle the account. The customer will also be refunded for his fuel charges upon payment.

   

  The customer also has the Area Manager contact information if he has any additional questions.

  Customer response

  02/24/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent the email below to ***************************** on February 8, 2022. This isn't the entire email because of the character limit so I attached it as a PDF. I got a canned response from two customer service informing me of the following. "We apologize for the inconvenience that this may have caused, and we will ensure to get this in the right direction for proper assistance. I have engaged the regional management team at the Wilmington Cadillac Body Shop, and they will contact you as soon as they can." Telling someone that is filing a complaint that a regional management team will contact you as soon as they can and five days has passed is unacceptable! I have a business and deal with international clients daily, and if one of them submitted a detailed complaint as I have, there wouldn't be five, six, or seven days before I contact them. This is horrendous customer service. My company creates customer service training, quality, assurance, and compliance for global companies, so I understand exemplary customer service and care. As of today, February 12, 2022, I have yet to receive the final contract with a breakdown of the final cost of the rental. Below is the email.On January 10th, I rented a car from Enterprise because my car was being repaired at the Body Shop. The rental was through my insurance company. I elected to pay the extra $15 per day for an upgraded car rental.I received a call on January 17th from **** at Enterprise stating the needed payment. When I picked up the rental, I was told all I needed to do was pay a $50 deposit. No one told me I needed to pay as I went, especially since it was an issuance claim. Also, the representative at Progressive didn't tell me that either. From my experience with an insurance claim through Progressive, I didn't have to pay for the rental as I went. I also told him the representative who did the rental at the body shop didn't give me anything. **** emailed the agreement that should have been emailed to me when I

  Customer response

  02/15/2022

  The location at *****************************************. I attached the original email I sent Enterprise. I was told the regional manager woud contact me and it's been six days, probably seven by the time you receive this message. I expressed in my compalint what transpired and why I filed the complaint. I want the regional manager to contact me as I was told in the email.

  Customer response

  02/23/2022

  The company solved the problem. Thank you for your assistance.
  
  Regards,
  **********************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim #********, Ticket# **L0QT Rented a car on Dec 3/21 in ******* in order to drive to YYC and catch an early flight on Dec 4 to *********** to join a cruise. Car drop-off at *** was at 4AM. Their ************** NEVER gave me a contract as their printer did not work and the document would be emailed to me. This never happened. On Dec 4 at 9:45 PM!!! the manager of Enterprise at *************** emailed me that I caused damage to the vehicle. Being on a cruise I emailed back upon our return, explaining that I certainly did not damage the vehicle. It was driven from High River straight to ***, low traffic, good weather. I parked their UNDAMAGED vehicle on Enterprise's parking area and deposited the key in the designated box. At this point my responsibility ended.. Not having a contract I do not even remember the exact car they had given me, other than it was a small **** In addition, I am unable to check the recorded kilometers (was the car driven during the day, by whom?) and the picture of the alleged damage does not show much, not even the make of the car. I asked for footage of their security camera and even offered to sign a statement under oath at a lawyer/notary of their choice, witnessing my innocence. My wife would do the same. However, Enterprise prefers to be silent on this claim as they collected $374.59 for the alleged damage without detailing what the damage was.This is completely wrong and the amount represents a pretty big and unexpected junk out of my fixed income. I am at the end of my patience and sincerely hope you will be able to help me. All relevant emails between Enterprise and myself are attached.Thank you. ***********************

  Customer response

  02/16/2022

  The vehicle ws picked up at Enterprise, ******************************************************************* OL3 on December 3. The original reservation was made through their ***************** (****************************************************************) but we were told that this location was closed and the office in ******* would look after the rental. The address at the airport is  ****************************************************************************

  If there is anything else you require, please let me know.

  ***********************

  Business response

  02/18/2022

  ALBERTA RISK MANAGER *********************** HAS REVIEWED THE CLAIM AND DECIDED THAT ENTERPRISE WILL NOT PURSUE FOR ANY DAMAGES. HE HAS INSTRUCTED THE DAMAGE RECOVERY UNIT (DRU) TO REFUND THE $300 DEDUCTIBLE BACK TO THE CUSTOMER

  Customer response

  02/18/2022

   
  Better Business Bureau: claim ID  ********

  Although the amount falsely charged to me is $374.50 I will accept Enterprise's solution and consider the $74.59 "nuisance" money. Thank you for your quick and efficient help! You surely saved me from a nerveous break-down.
  
  Sincerely
  
  ***********************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 1st 2021, I was hit bye a rental car from Enterprise Car Rental there was a police report made and also a report file. Elco which is the ***************** Reponsiable for the company send a letter the young lady who is taking care of the case is ***************************, supposably gonna let me know. Its been know going on 9mths since the accident and know has respond to my calls or emails. And my car is just sitting there unable to drive. Please Help Me

  Business response

  03/03/2022

  March 3, 2022

   

  BBB serving the heart of *****

   

  RE:                   Our File No.:                              I17355967

                          Your File No.:                             16770811

                          Complainant/Claimant:                ***********************

                         

  Dear Sir/*****,

   

   

  ELCO ****** Services ***** Rental ****** Service handles third party claims for ELRAC,LLC (Elrac).  Elrac does business under the trade name Enterprise Rent a Car. Your correspondence dated February 15, 2021 was recently received.               

   

  Review of our file confirms that an Elrac vehicle was involved in a loss with the complainant on June 1, 2001.  Please note, this was a multi-vehicle collision.  Due to inconsistency with the police report and the statements we continued our investigation.  Unfortunately, there were delays in reaching all of the parties.  Please be aware, on a number of occasions we told ******************, his daughter and his shop that they should consider self-pay and maintaining receipt. 

   

  As stated, there were a number of parties involved in the matter.  We hired an independent investigator to assist with gathering the statements.  Our investigator was able to contact the driver of the Truck that was immediately to the right of the Elrac vehicle, entering the intersection in the same direction when this loss began.  *************************, confirmed the Elrac driver entered the intersection with a green light and that a ************ coming from the opposite direction turned left abruptly,causing the loss.  In addition, he confirmed that the driver of the rental vehicle only lost control of the vehicle due to this initial impact.                  

   

  The facts and statements gathered indicate the driver of the white ****** Altima was the cause of this loss.  The Elrac driver had the right of way and was traveling within the speed limit.  She acted as a prudent driver and attempted to avoid the initial collision by ********.  Unfortunately, in being struck and being forced into this emergency situation by the white ****** she did make contact with other vehicles, including the complainant.     

   

  After reviewing statements, the facts of the loss and examining the physical evidence we do not feel the driver of the Elrac vehicle was the proximate cause of this loss.  We have issued a denial for this claim to ******************.  He should be pursuing *********************, the owner of the white ****** Altima listed on the police report. 

   

  If you require further information, please contact me at ************

   

  Very Truly Yours,

  Rental ****** Services

    

  *****************************

  Regional Liability Manager

  Customer response

  03/09/2022

  Complaint: 16770811
  
  I am rejecting this response because: I feel that the only car that hit mines was /enterprise renter. And at first she was responsible. And the after almost 4mths they decided to say they were not. Don't understand when it shows clearly that Enterprise car is very well responsible. I don't feel that I should have to pay for something that was not my fault at all. Please review this case and help me with this situation. And as you can see they want to blame a car that has no Insurance or any information only a name and address. I would kindly appreciate your help. 
  
  Regards,
  
  ***********************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I keep getting unfairly charged for ridiculous toll fees even though I had my I-PASS transponder in the rental vehicle the entire time I had the rental. I even put the rental license plate number on my transponder, but every time I went through a toll it never registered the license plate. I have statements showing that every toll I went through with the rental vehicle shows a blank space on the statement where the license plate is supposed to be shown. Yet I keep getting these extremely ridiculous fees for no reason! My I-PASS statements display that I was charged for these tolls already that Enterprise is charging me for again plus gouging fees and thats not fair whatsoever! Please help me get my money back for these completely unfair charges! Thank you very much!

  Business response

  02/17/2022

  After speaking to the customer, the Area Manager agreed that the rental branch will take responsibility for the toll fees and the Citations team is issuing a refund to the customer.  We believe this is a satisfactory resolution.  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩