Enterprise is taking advantage of the consumers. Here's our deal. Our Insurance Agency arranged with Enterprise a rental car within the price amount to be paid by the Insurance, while our vehicle was getting repaired. Enterprise requested a card for file, which I can understand. They immediately withdrew $50 twice and credited us back that same day. Okay now they have $50 from us as a "down pmt" to be returned upon return of the vehicle. The rental was picked up at the Auto Collision place where the Enterprise representative met us and others with pre-prepared paperwork. When we returned the vehicle, the auto body shop indicated we leave the vehicle there. I asked that someone inspect the vehicle. The gentleman there did the inspection. I then immediately called Enterprise and told them we dropped the car off at the body shop where they told us to leave it and the guy there did the inspection and everything looked good. I asked about getting our $50 back; he said he would be on his way to pick up the car and once he got back to their place of business he would credit us back. Well low and behold, instead of crediting us back $50 - they charged an additional $285.97 without notice! When I found this out, I immediately called....took several phone calls, nonetheless they indicated we obtained additional insurance. We never requested addtional insurance! and further more, the Insurance made the arrangements. I am fighting with them now to get our $335.97 back. Plus they didn't even notify us of the additional charge. Do they think because they have a card on file, they can charge whatever the hell they want!!! I think their outta be a class action lawsuit!!! (I will check into this, my daughter works for a good lawyer).

BTW: This would be a second bad experience we have had with Enterprise!

I had never rented a car before and wasn't familiar with the process. I feel I was taken advantage of because of my inexperience. They didn't even walk me TO the car, much less around it to look for damage. I never signed saying I agreed to the condition of the car beforehand and now they're trying to charge me for scratches on the underside of the bumper. This never happened while I was driving, and I was the only one that drove the car. No one I have talked to will listen to my complaint. Sometimes they're even rude. They'll only say, "You have two options: 1) you can pay us now, or 2) we can send this to a collection agency". They also claimed that I WAS taken for a walk-around, which is an outright lie. No one I have dealt with has taken me seriously, but I am not letting this go. I know customer service- I've worked in the industry for years- and this is some of the worst customer service imaginable. All of their arguments are irrational and insubstantial, and they WILL NOT listen to my very legitimate and rational complaint, nor the plain fact that I never signed the portion of the contract agreeing to the condition of the car beforehand. I will never use Enterprise again.

I called Enterprise when the repair work was completed and asked if I could get a ride to the collision shop or I could wait an hour for my husband to come home and take me.I was told in no uncertain terms it is policy for you to return the car to the shop and Enterprise picks it up there.The car was undamaged.Four days later Enterprise picks up the car and leaves a voice mail at a secondary work number informing me of a dent.I contacted them the following day when I received the voice mail.I was spoken to rudely by the rep who had previously been extremely solicitous.I was told it's out of his hands.

He gave me the adjuster's name and said he didn't know her extension and hung up. He had to give the # to me for a previous situation. How could he not have it? Although I followed Enterprise's instructions, I am considered responsible for alleged damages during the days it takes for Enterprise to pick up the car.The body shop owner told us these delays were typical, despite his complaints of lost parking spaces.When I finally was contacted by someone from Enterprise,my 72 hours were up and I had no right to see the car.I cannot repair the "softball-sized" dent on my own. Enterprise will repair it and charge me.

Below you will see a string of emails sent to the Enterprise Rent a Car's customer service.

Email Number 1

Customer (XXXXXXXXXXXXXXX) 12/15/2006 02:30 PM
I am a customer of the Enterprise location on Drake Road in Farmington Hills Michigan.

In my opinion I received extremely poor service. I rented a car due to a car accident. I arrive at your location and rented a vehicle. I had the insurance claim number, location of where the car was being repaired, drivers license, and my insurance. About one week into my rental I started to recieve calls about not having the proper information in my file. I politely called back Jeff, the manager and gave him the information again. Then a few days later he called me back requesting the very same information that I gave him the first time he called. Then a few more days went by and he called me again, this time to told him to email me the questions, again they were the same questions that I answered now two times. For the third time I responded with the information. Then on December 13th, 2006 I arrived home from work to another message for me to call Jeff because he needed the claim number, and the location of the collision shop. This time I called him back to tell him that I already gave him the information and that I would not furnish it for a fourth time. Then just yesterday I received a call from someone else at the office his name was Mike who requested the information for a fifth time. This is getting to the point that you are harassing me. I think that Jeff, Mike and the girl that rented me the vehicle to begin with needs to either take better notes and get things done right the first time not five times later or they need to find another line of work. I have never in my life ever seen such incompentence.

I would appreciate a call from your corporate headquarters so that I can elaborate further.
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Their response:
Thank you for bringing your concern to our attention.

Complete customer satisfaction is our number one priority at Enterprise and we assure you that we are working to resolve your situation. Your message and information has been sent to Kenneth Kamba our Regional Vice President, and someone will be contacting you shortly. If you would like to contact us directly, call 248-246-1400. Also, you can find additional information by logging on to www.enterprise.com, and going to the About Us section. There you can click on Contact Us, or the Press Room/FAQ’s for more information that might be helpful.

Thank you, and we look forward to working with you to resolve your concern.
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The problem I had was that I never received a call from that individual and they listed a number on the email that does not even exist. They really don't want to deal with problems they only want to push them aside and hope they go away. Here is my response to the email they sent me:
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I received this email from Monica who said that Kenneth Kamba was going to be contacting me shortly. I have not yet received a call from him and it is now Wednesday afternoon the 20th of December. Not only have I not received a call from him but the number that you listed on the email "248-246-1400" is not even a working number. Apparently Enterprise Rent A Car resolves issues by making the executives not even reachable. This is only an extension of your poor service. I would appreciate a call from your corporate headquarters before the end of the week.