On 5/5/09 We lost our vehicle in an Auto Accident. The Insurance Co. for the Vehicle who Hit us Rented us a Vehicle through Enterprise.
They told us to go and pick it up and they were paying for it. We showed up and signed the paperwork. I have Insurance that covers Rentals and I wrote it down on the paperwork the agent gave me. She had me sign and initial the paperwork they had. We didn't think anything of it since the Insurance Co. we were working with said they were paying for it. So the prices on the page didn't mean much since I wasn't paying. They agent didn't take the time to say. Oh by the way, the $26.98 @ day of Insurance is for you to pay not the Insurance Co. That I would have heard. I told her I had Insurance through Pemco, I didn't think I needed to worry about being scammed.
When we returned the vehicle they informed us that we owed them $296.28. I was floored. This was a vehicle that was being rented since we had lost our only car in an accident and here Enterprise was scamming us during a difficult time. We talked to the Agent and told them there is no way we would have a greed to this. She said that all of their Agents expain things very well and that they would not back down. My Pemco Insurance was covering that vehicle there was no reason for them to do that, and just because I signed the paper work does not mean she explain what I was signing. I went down there because an Insurance Agent set it up through them, and they were talking to me about the condition of the car and bring it back in that condition and the fuel tank and initial here and here. And all the time she knew what she was doing. That is wrong!!! How do I get this reversed, The agent took $100.00 of our money and wants $196.28 more but we told her we wanted to talk with the Insurance co. which is Ohio Casualty. But they don't want to help either. Everyone wants to take advantage of you when you get in an Auto Accident. HELP!! I don't have that kind of money I want my $100.00 back. Enterprise doesn't want to work with us. This doesn't cost them anything and there is no reason why they can't just forget it. The car was covered by Pemco!

I used Enterprise while my car was being repaired and from the beginning, felt something was wary about their practices. The staff seemed friendly but definitely inept and the branch manager was misleading then abrasive when called upon it. I was given a car that was dirty inside, blinking oil change needed and absolutely no windshield wiper fluid, which are essential fluids needed to optimize performance. Furthermore, the first sales person to perform a pre-rental inspection, either intentionally or unintentially, did not perform a thorough inspection and missed damage that was under the side door panel. Of course, upon returning the car, i was found respoonsible for said damage, although it was obviously an old damage due to the accumulation of rust in the damaged area. The branch manager was insistent that damage was my fault and said i could not leave the building until i pay. I called Enterpris's corporate headquaters to file a complaint and even those representatives were rude and condescending. There was absoultely no customer service efforts to hear my defense and to diplomatically resolve the issue. I will never use this company again, will make sure my hospital cancels their contract with this company and urge the public not to rent with this company before someone else gets cheated out of their deductoble and experiences deplorable customer service. I do not recommend for anyone to use ths company, horrble customer service and shady practices

Initial call was confirmed that they could pick me up within the hour. After an hour and a half I called them. The phone rang for atleast 15 minutes before someone picked up and was informed that it would be another two hours. So I wait. I firgure they will pick me up and I already have confirmation and all that so why call anyone else. After the two hours are up actually 2.5 hours I call them back For 45 minutes phone just rings and rings. Finally someone picks up and has no idea what I am talking about. Puts me on hold for ten minutes comes back on and says someone will be right out. When they finally get to me they tell me I don't have proper ID so I cant even rent a car from them. They should have been up front in the first place and ahouldn't have tried to do things they couldn't. They have piss poor service with piss poor attitudes. If you rent a car in west Phoenix there are alot more to choose from. save yourself some grief and do me some justice and don't use Enterprise Rental Cars, 10625 W Roosevelt Rd., Avondale AZ.

I had been up in Woodland stewing inside your Woodland California office for 2 hours because I tried to rent a car when I already had a car rented in Modesto. I have been waiting here for 2 hours arguing with a Luigi Celendano about how I had to sign the contract you sent and have it return to do business with Enterprise.

I called Luigi’s boss by the named Dirk who was the manager in the Sacramento office, and he proceeded to infer that I was a criminal who was fraudulently renting a car by renting more than two cars at once, one in Modesto and the other in Woodland. He wanted to see our company insurance which I usually do not have with me when traveling, all the while stating that he was trying to work with me but rules are rules. Upon venting my frustration in asking Dirk “what the hell do you want me to do?” Dirk then chastise me for my inappropriate behavior.

I assume by the arrogant behavior of your organization that you really do not need our +$30 grand yearly business.

Micheal Goldstein threw us out of the branch and here is my angry letter to Darren Moon.

Dear Darren Moon:

I am Jean Henriquez and I have been am Enterprise customer for quite some time. I was very discouraged and disappointed by my last experience with Enterprise involving one of your employees by the name of Michael Goldstein.

I had made a reservation online for April 27th 2008 until May 1st 2008 to rent a standard car while I was in NYC for work for 5 days. With me was my general manager, Esther Garcia, whom I made the reservations under because I had misplaced my debit card. I had called the La Guardia branch two days before to make sure that I was going to be allowed to be added as a second driver to the rental. I was told that as long as I had proof that I flew in from another city that I would be allowed to be the second driver without any additional information but my driver’s license.

When we arrived, tired and with five bags of luggage, Michael Goldstein was the agent that was available to help us. Michael started asking us for all types of information, such as where we were going, contact information in New York, the phone number to the hotel we were going to stay in, my mother’s address, her phone number and the address to the hotel in Providence, RI where we were having our other conference.

I am lamented to say that I regret renting cars from Enterprise before this experience. In fact, two weeks before I had rented from Enterprise in Detroit, I did not have to give them any of that information Mr. Goldstein asked us for. Michael Goldstein was rude and upset me to an extreme. He had us there for 45 minutes trying to rent us a car. I had asked him to add me as an additional driver and he wanted my information in which I gave him my driver’s license, cell phone number, and home address. He wanted a credit card and I told him that I did not have it with me because I had misplaced it along with my debit card. He proceeded to tell me that he could not add me as an additional driver.

Michael continued harassing us for information. After a while, he claimed that his computer locked up and passed us over to another agent to help us. The agent, Alex, was again taking our information and moving along with the rental when Michael came out of nowhere and told Alex to cancel the reservation. I asked him what he meant and he said that he wasn’t going to rent us a car. At this point I asked to speak to the general manager. He came around the counter, got on his cell phone and circled the building outside and came in to tell us to go outside to talk. I refused to go outside because we didn’t do anything worth having to go outside of the store to have any kind of conversation. Mr. Goldstein threatened to call the police and continued taunting me with that threat. As you can imagine, I was very angry and felt utterly baffled with how extreme he was taking the situation that should never have reached this level of discourse. That was when another manager stepped in to try to diffuse the situation. Michael threw us out of the property and we had to pay for a cab in order to rent a car from another rental car company.

I called a few times to speak with you and you were never available. No one tried to help us. Mr. Moon, I hope that you will take the proper course of action in disciplining and hopefully terminating your employee Michael Goldstein. I will be posting this letter and sending it to everybody I know, letting them know of my experience with Enterprise and how they did not care. Tripadvisor.com, myspace.com, craigslist.com, and angryconsumer.com are only a few examples of the places I plan to present this information to the public.

I hope that this experience and my willingness to make it a public matter will motivate you to do the right thing. Know that you lost a valuable customer and will lose many more due to my efforts. I will not be taken lightly. I’m sure you will review your customer service policies with the rest of your staff.