This began as a vacation...we rented a car from the Charleston, SC Airport location. We were given the second-to-last car in the lot - an unprotected lot without fences or staff to check cars/papers when leaving. We had the car for one week and were planning on returning it to the Charleston airport until our flight was canceled the night before departure due to impending weather. We managed to get a flight out of Myrtle Beach instead. We called the 800# for Enterprise customer service and they stated that we can return the car to Myrtle Beach airport location for a $40 fee. We dropped off the car at 7:45 in the AM at Myrtle Beach - it actually stated so on the receipt. The car was fine. The Enterprise employee outside scanned the car and gave us a receipt – the receipt was incorrect so we walked inside to the counter and corrected the error. All set. End of story? We thought so. Over two weeks later we received a letter in the mail from Enterprise stating that "Our Damage Recovery Unit has received notification of damage or loss" to our rental. It asked for a credit card or insurance information. That was it - no description of this "damage.”
We began two hours of calling different numbers in order to find out what was going on - it was 4pm. The first time we called the DRU (Damage Recovery Unit) we got their voicemail - and left a message asking for an immediate phone call back. We then called the Myrtle Beach location where we returned the car in order to find out more about this “damage.” No answer but left a voice mail. We also called the 800# customer service and asked for more information about what this damage was. They didn’t know but they offered to transfer us to someone who could help. The customer service rep transferred us to Roadside Assistance - obviously they couldn't help us. We called DRU again and got an employee who looked up the DRU claim number but said there was no one there to help - it was around 5pm now - we told her we wanted a call back and she barked "ok" and hung up on us. We called the Charleston location and they answered the phone. We asked for more information on the damage. They said that the damage was phoned into them from the Myrtle Beach location at 7:30am the day we returned it. So the damage report was issued 15 minutes before we returned the car. Interesting. Charleston said to call Myrtle Beach to find out what the damage was. We called Myrtle Beach back and got voicemail over and over – we had already left a message earlier. So we waited and they called back around 5:45pm. Myrtle Beach said they remember us dropping off the car but that they lost the damage paperwork and gave us another number to call for the DRU department. We called that number but got the same department. An Enterprise employee answered the phone and said they are closed – it was almost 6pm. She said to call back between 8am and 6pm. We again said we wanted a call back and she said to call instead tomorrow. (Guess she had a hot date.)
We called the DRU department and finally spoke to a nice employee who said that the damage was a nick in the windshield. We stated that we didn’t see any damage nor did we incur any damage. We also said that when we picked up the car in Charleston that it was in an unsecured lot without an attendant checking vehicles and when we returned it to Myrtle Beach the employee did not do a walk around. We stated that it was very aggravating to receive a vague letter that didn’t explain any details and only asked for either credit card or insurance information. The employee said she would take care of it an understood our concerns and that it would take about 30 days to finalize. Unfortunately for Enterprise we had already decided the night before to never rent from Enterprise again. Rude DRU employees, vague and accusatory letters, missing paperwork and unsecure practices reinforces our decision not to rent from them again.

Enterprise Rent-a-Car, Santa Barbara Airport (SBA)

I Googled "Enterprise Scam" after my recent incident with them and was astonished to see the number of complaint against them for insurance claims on damaged cars. they have been doing this for years and ending up getting me as well. I suggest you use another company that has practices honesty and integrity if you plan to rent. Make sure you thoroughly inspect the car, take the clipboard from the sales agent and write down every little scratch, dent, ect yourself if you do not buy the daily insurance. Maybe even video or take pictures if you have a smartphone with good enough quality. Here's what happened to me, feel free to contact me if you have gone through something similar.

I did not get the insurance because I only had the car for one weekend. I drove home for the holidays and parked it at my parents and then drove back. They gave me a car with scratches and dents in it. The salesman walked around the car once, didn't stop or ask me to look at it. It probably took him about 8 seconds to inspect the car. He said that he noted the dents and scratches. So I signed believing him. I took the car home and my girlfriend and I loaded it. When she opened the rear door on the drivers side she noticed it was damaged. We didn't take pictures or call them because I thought it wasn't an issue. When I returned it they brought the manager out. She said it was impossible that the dent was not noted and that they inspect the car over 5 times before renting it out. She said the car would never be rented out in that condition, which wasn't surprising to me because that's what I thought when they gave it to me. But It was only $23 a day so I figured that's what you get for that price. She was very rude to me, accused me of lying, and said they would give me a call. They never called so I thought they found a record of the cars damage report with the dent on it. Then they sent a letter to an old address of mine even though they had my updated address since I booked the car online. It was also weird for some reason the car wasn't in there system and the rental was closed out a day prior to me returning it. They obviously had the information in their system messed up and blamed it on me. I rented from Hertz the next weekend and was worried about the similar situation happening to me. So I asked the salesman to look at the car and he said it is fine and I didn't have to worry. I told him why I was worried and he said "we are not enterprise, " and gave me this look. I am very frustrated and having my lawyer send them a letter. If they want to pursue it I plan on starting a class action suit against them. Is there anyone else who is in the same situation?

Contact me if you were wrongfully billed and scammed by Enterprise.

Insurance authorized luxury class car while car was being repaired. Enterprise lied, said they had no luxury class rental cars for rent in the area, even though their web site, for new customers (not paid through insurer) showed plenty of availability. One local office manager here actually called another and asked him not to rent cars found on his rental lot that fit that description. Other people who have experienced similar incidents should report them.

This complaint is against Enterprise Mountain View Branch and its branch manager Janelle Anderson. Tel: 650-967-6800.

On Dec. 17, 2010, my car was rear-ended. Geico, the ‘at-fault’ driver’s insurance company, rented a car for me from Enterprise-Rent-A-Car Mountain View Branch. Over the phone, the Geico’s claim adjuster reminded me that no extra insurance would be needed, because my own car’s insurance (full coverage) would cover the rental car. This is also advised by Geico’s website (http://www.geico.com/claims/claimsprocess/vehicle-rental/).

On Dec. 18, my wife and I were at Enterprise-Rent-A-Car Mountain View to pick up our rental car. The staff member at receptionist helped us go through the rental contract. I clearly informed him that I don’t need to buy any damage waiver or extra insurance unless Geico pays for it. He understood and reassured that we don’t need to pay any extra because Geico would take care of the bill. Then he circled the places where I need to sign on the agreement. Since we were in a hurry to hospital because my wife had serious symptoms of concussion and I also suffered whiplash, we didn’t double check this agreement before I signed at the places where he circled. We couldn’t imagine Enterprise’s staff would mislead us under such unfortunate situation we were in. We used the rental car until Dec. 30 and returned it to Car West Santa Clara where we picked up our own car.

On Jan. 21, I noticed that there was a transaction of $207.74 by Enterprise on Jan. 18 in my BOA credit card account. I called BOA to dispute this transaction, because I believe all bill from Enterprise should be paid by Geico instead of me. The BOA’s representative advised me to check with Geico first and see if Ceioco already paid the bill. Then my wife called the Geico claim adjuster to see if this amount was charged by mistake. After two hours I received a call from Enterprise saying the money was for basic insurance coverage ($15.99/day for 13 days) I agreed to purchase and this lady suggested I confirm with Enterprise Mountain View Branch. Only until then, we looked at the rental agreement closely and did see my signatures next to the circles made by Enterprise staff. My wife made a call to the Mountain View Branch and spoke to Janelle Anderson, the Branch Manager. My wife tried to explain to her that their staff member misled us to sign on the wrong places even though we had clearly stated that no optional or any other extra insurance was needed. But Ms. Anderson insisted that we signed the agreement and there is nothing she can do. Then she just hung up the phone.

My wife and I decided to pay a visit to their office during the lunch break. To our surprise, Ms. Anderson asked us to go out of the office to talk instead of having us seated to have the conversation. We explained to her what happened on Dec. 18 and asked her if she could check with the staff member who helped us the other day. The handwriting on the rental agreement was by a staff called Anthony. We saw Anthony but we don’t think it’s him who helped us at the front desk the other day. There is no signature of the other staff or whatever record kept by Enterprise about who helped us that morning. We asked if there is any other staff in the shop. Ms. Anderson said since we were not sure who was helping us, she can’t help. She said the only possible guy according to our description is no longer working for here. She repeated very impatiently that I signed the rental agreement, so she cannot waive the fee. She also humiliated us by concluding that “you are trying to avoid the payment because you talked to Geico and Geico will not pay the fee, so now you come to me” and “you are not paying the insurance now because nothing happened?. We explained to her that we called Geico because we thought the payment is for car rental which should be covered by Geico or it might be a credit card fraud. During the 20 minutes’ conversation, all she said was “you signed the agreement, so I am not going to waive the fee”. We told her that we want to speak to her supervisor. She refused to give us any name or contact number and just said she is the branch manager here. She became very aggressive by asking “what do you want from me ???” in a very rude manner. We told her that since she is the branch manger, she should know the procedure of how to deal with this kind of dispute. We asked about how to file a formal complaint to Enterprise. She simply told us all the complaints would finally come to her and she would not waive any fee for us. After being asked for several times, she finally wrote down a name of her boss reluctantly, but she refused to provide us with this person’s telephone number or email address. She then asked us to leave.

We are so disappointed that Ms. Anderson, as a Branch Manager, declined to investigate with her staff member about what happened. My wife and I are thoroughly offended by Ms. Anderson’s unprofessional way of handling complaint and her rude manner towards customers. She doesn’t care about her customer. She doesn’t acknowledge that her staff member could make a mistake by misleading us after we informed him that we would not need any optional insurance. Instead, she reduced us to sneaky customers who tried to avoid payment for services we were aware of and purchased voluntarily.
She only cares about this charge not to be waived. Her rude attitude to customers is completely unprofessional and inacceptable.

In closing, we believe that Ms. Anderson owes us an official apology for how she treated us. In addition, Enterprise should provide us with a formal answer of how they resolve this dispute.

I rented a minivan from Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/22/2010. The service person who checked out the car for me was Matthew Pocius (Branch Manager). Pocius performed a quick inspection (lasting approximately 30 seconds) of the vehicle while I remained inside of the branch. I trusted Pocius to provide an honest and accurate assessment of the condition of the vehicle. He did mention that there was numerous scrapes and marks on the vehicle and that it did appear that the vehicle was involved in a minor accident for which minor cosmetic issues had not been repaired. I signed the required paperwork and left with the vehicle. I travelled with the vehicle on business to New York. The car was parked in a safe location during my trip to NY and at no time did I observe any damage occur to the windshield of the vehicle or any other part of the vehicle. I returned the vehicle to Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/28/2010. The vehicle was inspected by a female employee (name unknown) and Assistant Branch Manager Travis Burgher. Both employees advised me that a small crack in the windshield approximately 1/2 inch in diameter was found and that I would be responsible for the damage. I explained to both individuals that I did not cause this damage and that I should not be held responsible for damage that had already existed on the vehicle prior to my renting it. Mr.Burgher became rude and advised me that since I signed off on the inspection form, I would be required to pay for the damages. I feel that this company is being dishonest and is forcing me to pay for damage that I did not cause. In addition, I feel that the way that my concerns were handled by the managers of this establishment shows a clear and convincing disregard for providing quality customer service. I explained to Mr. Burgher that my complaint is not based on my having to pay money for damages. My complaint is centered on the principle that I should not be required to pay for damages that were already on the vehicle prior to my renting it and damages that I did not cause. I also explained that it was unacceptable to treat a customer as poorly as these employees have treated me in handling this issue. Needless to say, i want to warn other customers of the way that this Enterprise branch operates and of the poor customer service provided by both Pocius and Burgher.