To whom it may concern,
My wife and I have had the worst experience with your company. I was involved in an accident with my personal vehicle on Wednesday, July 15th. My vehicle was rear ended at a stop light. No injuries were sustained during the accident; however both vehicles require extensive body work. I decided to use the insurance company of the individual who hit me for the claim. His insurance company is GEICO. GEICO made a reservation at the Enterprise branch located at: 1651 Crofton Blvd. Suite 13 Crofton, MD 21114. We decided to pick up the vehicle on Monday, July 20th, since we would not need it during the weekend. We arrived at the branch office at 8:00 am to pick up my reserved vehicle. My personal vehicle is a 2006 Nissan Frontier. GEICO only reserved a two door, no back seat compact vehicle. These two vehicles are not comparable, but that is for the insurance company to decide, not the rental car company. The young man that helped me at the counter in the branch office is named Mike. His employee number is E758FV. He was nice enough and upgraded me to a mid size instead of a compact, because he recognized the discrepancy in the vehicle sizes. He assigned me a black PT Cruiser. The vehicle looked in well enough shape on the outside and looked to suffice my needs. When he and I opened the vehicle, it appeared stained throughout and smelled of smoke and as if it was sprayed to cover the smell. The vehicle also had over 40, 000 miles on it. Mike told me to come back later that day to try to receive a different vehicle. Unbeknownst to me until later, my wife mentioned she might have smelled liquor coming from Mike. I smelled nothing on him and paid it no mind. I took the vehicle though, since I had to be at work. The vehicle smelled so bad to me, I had to ride with the windows down while riding in it. When I arrived at work, I called the branch and asked for a different vehicle. The personnel at the branch told me it was no problem and to come back in the afternoon to pick up a different vehicle. I went back at 5:30 pm and traded the vehicle for a Kia Optima. This vehicle smelled a little better and I believed I could make it work. While at the branch office, I asked an individual, I assumed to be the branch manager, Erin M. Chadwick, if she smelled what I had smelled. I watched her open the door and put her face inside the PT Cruiser. She stated she only smelled the spray that they use inside the vehicles. I told her that I may have a more heightened since of smell compared to her. I quickly dismissed the conversation, in hopes of receiving a different vehicle with less of an odor. The Kia did have less of an odor and only had 25, 000 miles on it, but I wanted to give it a chance, since I needed a vehicle to get me around while my vehicle is in for repairs. After riding in the vehicle for a few days and the vehicle sitting in the hot summer sun, the odor from the spray used at the branch office fully enveloped the vehicle and again I had to ride around with the windows down. On Friday, July 24th, I decided I could not take riding in the vehicle any more with the odor in it. I wanted to turn in that vehicle and go receive a vehicle from a different branch office. I arrived at the Crofton branch office at 5:30 pm on Friday, July 24th. The office was busy with at least four parties of customers in the office at any one time. While being waited on, again by Mike, the phones and the customer service counter were busy with activity. At least four customers were at the counter with two service people behind the counter along with the same individual I assumed to be the branch manager. The phone at the counter was ringing constantly with customers calling for various things as I could make out. One individual called, which I determined to be female from the one sided conversation I heard, asking about renting a pickup truck. The individual I assumed to be the branch manager was the one handling the call. The customer asked the individual in the office if the pickup came with a towing hitch. The assumed branch manager stated she didn’t know if the vehicle had a tow hitch and would check. She put the customer on hold. Immediately the other associates at the counter told her that the vehicle did not. The individual who I assumed to be the branch manager, stated she knew, but she “wanted to let the customer simmer” on the phone while she managed the other items in front of her. I would like to remind you that she stated this in front of at least four customers at the counter and one individual waiting in the office. I received my completed paperwork prior to the phone being picked back up. I left and have since decided to never use that branch again. I then had my wife drive me to BWI International Airport in hopes to pick up a vehicle from the Enterprise located there. Again, unbeknownst to us airports do not honor insurance rental agreements. So I am now without a rental vehicle for the weekend again. Quite frankly, I am not impressed with my entire Enterprise experience. I use rental vehicles frequently, due to my job and have never had this type of issue. I have never used Enterprise for work and now I know why. I will ensure not to endorse Enterprise and will not recommend using the company for work purposes in the future. It is too bad that a bad experience at a small branch can ruin a business’ reputation, but I am sure that others more than likely feel the same way with similar experiences. If I am the first, then I hope I haven’t wasted your time and I have brought light to the operations that take place at some of the small branch offices.
As a side note, my wife spoke with a co-worker on 24 July who stated that she was recently put into a rental car through Enterprise and had similar problems with the condition of the vehicle she received. She said the car she received did not only have extremely loud road noise, but it was also filthy. She called the BWI International Airport as well to see if she could change out the vehicle and was denied. Her rental was not through the same Enterprise branch, but this shows a consistency in the poor condition of your vehicles as well as your customer service.
No thank you for your business in the future,
Unsatisfied Customer

I rented a van from Enterprise in Boynton Beach, FL @ Master Auto Body while my van was being worked on @ a body shop. (GREAT BODY SHOP - HORRIBLE CAR RENTAL PLACE) On the day we were to return the van, the rental van broke down. I was 20-25 miles away from my home, had a doctor appointment to make and a closing on my home @ 3pm. I called Enterprise @ 11:30 and they told me to call an 800# for service. I did this and was told I had to pay for AAA to come out. I THINK NOT! I called and spoke with the local office and after a lot of back and forth and insistence, they authorized the call to be made at their expense. I called back and a tow truck was dispatched in 30-45 minutes. I told them I did not think it was the battery; however, they were sending someone to jump start me. I was clearly not making it to my doctor appointment and would then be responsible for the full payment.
The tow truck comes and of course, it is not the battery. The truck wanted to tow me further North and much further West of where I was when I needed to go South in order to pick-up my van and make it to my house closing. They did not have authority to do this and left after another 40 minutes wasted. We got on the phone and tried to reach various people and supervisors. I finally was so upset and worried I would miss my house closing tht I called my own AAA and got them to tow me back to the auto body shop (where I rented the van as they have a person there to rent the vehicles from in the mornings) so I could get my van. I now have wasted a lot of time, was responsible for a missed dr appt financially AND wasted one of my 3 tows with my AAA Plus. This all because Enterprise would not help. They could have sent my rental van North and West IF they had sent someone to check out the van out to make sure it was in the same condition as when I rented it and then taken me to my van which was South. They refused to help. I have been trying to reach corporate and three different customer service reps have lied. The first took the message and said I would get a call. I did not. The second told me it would be 36 hour. NOT - Another lie. The final one was very rude and told me 3-4 days. NO CALL. Enterprise has Sooo much business they can afford to treat people this way? I will tell EVERYONE and encourage everyone I know to stay far away from them. Horrible service. They do not care. They lie. In this world today, that is NO WAY to treat someone.

ENTERPRISE CHARGED 9 DAYS FOR A 1 DAY RENTAL, THEN POSTED ANOTHER FALSE CHARGE A FEW MONTHS LATER - STAY AWAY FROM THEM!

We rented a car at the White Plains, NY branch and returned it the same day. Got their computer print out receipt before we left. What was a $56. charge came posted at over $500 on our credit card. Chris, the manager of the local branch where we rented the car promised immediate refund and a return call. He never did. Their corporate office sent our credit card company false documentation for a 9-day rental with a signature on it. We called that person who didn't return our call. Then we received a $75 charge months later on our statement.

A new manager at the local branch apologized and issued a refund for the initial overcharge and promised to investigate the $75 erroneous charge. Reached the guy at the corporate office who explained that the car was not logged in properly for the right duration of rental time. Their system still shows a 9 day rental to date. When questioned where they kept our original one day rental record, he said it's stored in a disc. The $75 might be a ticket citation for the car after we returned it.

VERY DISTURBING BUSINESS PRACTICE!

I recently rented a car with Enterprise, and I was very displeased with the service. I called to make a reservation and I was misqouted! I was very upset when I called Enterprise the morning before I went to the office to pick up the car, and I was going to be charged an additional fifty dollars.I called the reservation number I spoke with the supervisor who told me that there was nothiing he could do and that they would have to review the recording! And he says it was going to be a "needle in a hay stack". I was very upset with his sarcasm. I planned a last minute trip to see an ill family member. So I decided to get the car despite the price. So when i got to my destination the vehicle was infested with roaches! I had to return the car to the local airport in hopes to switch vehicles. It was an inconvience to take time to switch vehicles because of an insect problem!

I had been a long time customer of Enterprise Rent A Car in Franklin, TN. One day I started receiving calls from this local rental office as well as the corporate office of Enterprise Rent A Car. The reason being that somehow my name had been attached to another person's car rental agreement and now they were coming after me for $520.74.

I kept calling the local office and have made several trips to the 1207 Lakeview Drive, Franklin, TN office and was told that they had in fact made this error and was going to correct it. I believed them and went on my way. However, I still kept receiving phone calls from this local office as well as the corporate office in regards to this mix-up. Again, I went down to this Franklin, TN rental office and was told again that they had corrected this problem. I was also promised that I would receive an actual letter from Enterprise Rent A Car that this problem had been resolved. I never received such a letter and these calls have continued on for almost a year now.

This past March 2007 I received a collection notice from a Collection Agency out of Illinois and guess who is showing up as the Creditor? You guessed it. Enterprise Rent A car! Once again this issue is not resolved and my name is still showing under that person's rental agreement and now they are coming after me for the $520.74 that someone else owes. Plus, this is showing on my credit report as well. I have gone back to this local office in Franklin, TN and talked with the manager, Mary Ann, who is an absolute idiot along with Andy, Ben, Lisa, and everyone else who has promised me over the last year that they made this mistake and STILL HAVE NOT corrected it! Unbelievable!!!

This issue is absolutely ridiculous and showing a negative on my credit report when I AM NOT the person who signed this rental agreement and they have me mixed up with someone else. Thus, NO ONE from Enterprise Rent A car will do anything to help me regarding this situation. Also, the Collection Agency will not help me either... I am now hiring an Attorney and hoping to get a local television station to complete an investigation of Enterprise Rent A Car! I have never in my life seen a company that made a mistake as this and then goes "Oh well, sorry for the mistake but you're going to have to fix it yourself."

I will never do business with Enterprise Rent A Car again! I was a great and loyal customer with them for over 6 years and for them to treat me this way is CRAZY and absurd!