In September 2010, I had to rent a car from Enterprise a couple of weeks apart while my car was being repaired at Baker Jackson Nissan as this is the company they use. The first time I paid for the supplementary insurance which I hated to do but didn't want to worry about it since I didn't know how long it would take to do the repairs. (Baker Jackson paid the rental charges per the terms of my warranty - a $5 daily fee plus $15.00 for the ins!). My car was in the shop 3 days. I was told by both Baker Jackson and the Enterprise employees that I could just leave the keys with Baker Jackson and they would pick it up (as an added convenience) which I did. No problem the first time around. But when my AC still wasn't working right I had to bring it back and Baker Jackson took care of the rental in full - no fees and assured me they would get it back to me in a day so this time I did not take the supplementary insurance knowing I would not be driving it much or parking it anywhere it would not be safe for the one day. I returned it the next morning (per Baker Jackson's request) and parked it in the same spot as before - just down from the service drive where all could see it and with only the passenger side exposed. Three weeks later, I received a letter from a corporate office of Enterprise regarding DAMAGE to my rental! I have numerous witnesses from the time I picked it up to the time I dropped it off who can verify there was NOTHING wrong with this car. I called the office I rented it from and asked to speak to the woman who rented it to me (Meagan) to find out what this was about, when they picked up the car from the dealer - etc. She quickly put me on hold without answering a single question. Then another man picked up the phone and in a very dismissive manner basically said I need to call the #on the letter - that they had nothing to do with this? Really? Then who turned in this claim without even contacting me for information? I got even less help from the number on the letter. I received basically the same response as others who have/are suffering the same experience. When I asked what time they picked up the car from Baker Jackson she stated a time before I even arrived to drop off my car. When I told her that wasn't possible she said "Oh, well that was the contract time". Then she quickly told me that they wouldn't leave it there that they would pick it up immediately. Really? So why did it take them an hour to get me to their location to rent a car in the first place - both times?! Then she just kept repeating over and over that it was my responsibility as it was my contract. I explained to her that I was told by both the dealer they had their contract through and their own people "just to leave the keys there" no one ever said anything about this continuing to be my responsibility after I relinquished the keys to the dealer personnel. And I told her there was no way I would have ever done that had I known that to be their policy. Oh and by the way there's nothing written or stated anywhere to this affect either at the dealer or Enterprise. She obviously didn't care about anything I had to say and all she would say is that she would put my comments in the notes. I took the advice from another victim of this same situation and contacted the Service Manager at Baker Jackson Nissan. Roy assured me that he would take care of this. In the ensuing months I have continued to receive threatening communications from Enterprise (different people who don't appear to have any line of communication between each other) and each time Roy has given me assurances that he has been speaking to their Regional Manager about this situation and not to worry. In the meantime my insurance company has been investigating this also and Enterprise has not returned their calls. About a week ago I received a call from Glen, in loss prevention at Enterprise. I gave him all of this information and also told him that neither I or my insurance company have never received a shred of evidence that this damage even exists. I did find out something interesting from him which is that although my car was dropped off at the dealer at 9:30 it wasn't returned to Enterprise until 1:00pm! Makes me wonder about where this car was and who was driving it and for how long during this interlude. That alone should give them pause to investigate their culpability in all of this. Other than confirming that I should have been contacted by the branch directly in the first place, all he would offer is that he would look into finding photos (as if that's the only issue here!). I instructed him to mail them to me and gave him my address, even though he should already have it I would think. Friday, in the midst of the big freeze here in Houston, Kay, from Enterprise collections called the elderly, infirm woman I care for part time at 8:30 in the morning and woke her up and even though she was informed that this was her private residence this rude woman insisted she take a message right then. This poor woman whose vision is extremely compromised and bed ridden due to her health told her to call back and leave a message on her voice mail to get rid of her. Her message was that I owed them money and that if she did not receive a call that day she would turn this over to collections. She also said that my insurance company would be paying part of the claim and that I owed them the rest. This is a complete lie!!!I spoke to my insurance company and they told me that not only have they never returned their calls to this day but they also have never received any evidence. This company seems to think that they can roll over anyone, claim anything and that they are not bound by any legal means to take money from their "cusomers". And to make phone calls of this nature (without permission) is in itself a violation and could result in claims against them. I would welcome any further advice. I already have several complaints in motion to the appropriate authorities and would appreciate any suggestions as to who else I should contact as well including legal assistance. I think anyone would agree they have crossed some serious lines and completely ruined any credibility in this matter. Particularly with the lie about my insurance company. Do they think we don't speak? I am fed up and furious! I am a single working mother and I don't have the time or money to deal with this kind of nonsense. What unscrupulous and suspicious behavior - the one time I don't purchase their insurance and this happens? I realize now I should never have trusted this situation. I don't know who went for a joy ride in my rental but I can assure this is not over by a mile. Someone at Enterprise knows who is responsible and to pass that onto an innocent customer is lower than low, especially in this economy when everyone is just trying to get by the best they can. Unfortunately, as I've been researching my problem I've discovered what a global problem this is. Just business as usual for Enterprise. I guess this is why they're not even listed with the BBB! If the average person were to send out letters demanding people pay them money without any proof they would be charged with fraud and/or extortion. How is this different?

In February 2009, I had made reservations with Enterprise in Murfreesboro, TN to rent a vehicle for Sat and Sunday and return on Monday in April. Well, some circumstances happened and I changed my reservation that Thursday to rent a vehicle for that Friday through Monday. At 7:30a on that Friday, I called to check that they had received my reservation. They said they had but the vehicle I was suppose to rent had a cracked windshield, which I was totally okay with it being fixed because I didn't want it to be a bigger crack or something. At 9:30a, they called and said that the car was making a funny noise and it was going to the mechanics to be looked at. So at noon, I called back to check on it and they said it was still at the mechanics. I requested an upgrade with no extra charge due to the fact my reservation was made for 830a. They informed me that they had no other vehicles available and to call the other Enterprise companies in the area. I did that but they didn't have any vehicles available either. I had to get on the road, so I called the office I orginally made my reservation with and cancelled. I contacted another place and ended up paying over $100 more! I called the Enterprise 1800 number to file a complaint and never heard anything back from them. They basically ruined my vacation I was on to visit my best friend and her new baby along with visiting my cousin. I will NEVER rent with Enterprise again. Their customer service and handling issues that come up is very poor. They never acknowledged the fact they put me WAY behind schedule and that they did not hold up their end of the deal. Very dissatified.

I rented a car from them due to my car being in the shop, i have a warranty that pays for my car rental and when i returned the car they wanted me to pay for the gas, well if I have a warranty that covers rentals then they can cover the gas

I went to enterprise rental company and the company stated i damaged a vehicle. I never damaged the vehicle the man gave me the car since i was in a rush because been waiting to rent the vehicle for an hour and a half without looking over the vehicle very well. I bring it back they tell me to contact my insurance for the damage never had an accident in the vehicle very upset but will get an attorney.