Rockyondoublewides fly

Why I Will Never Rent from Enterprise Rent-a-Car Again

I started a new job two weeks ago and have to rent a car every week for work so I can drive to my client’s site. Of course I do not pay for my car, my company does (along with the parking fees and gas) so I don’t mind renting. However, I don’t actually have a choice of what rental company I actually rent from. Sadly, my company’s corporate agreement is with Enterprise/National.

When I first started I went online and looked for the nearest location to where I live. There was an Enterprise neighborhood location 1.2 miles from my house or a National at the Long Beach airport 4.5 miles from my house. Naturally I choose the Enterprise near my house, for I can earn National points at Enterprise locations. MISTAKE!

The first week I rented from enterprise I was given a 2010 Toyota Yaris. The car was functional and did the job. However I’ve never rented such a stripped down car in my life from a major car rental company. My last job had a corporate agreement with Avis and I was use to driving cars with power everything, CD players, Ipod connectors and even satellite radio in some of the newer models.  This Yaris was the bottom of the barrel. The Ipod connector was there, however it had been removed. I had power windows but manual mirrors! Not ever driving a car, except for work (I drive a motorcycle) I had forgotten how hard it was to reach across the passenger seat while in traffic to adjust the mirror! Despite this, I still wasn’t 100% turned off until I returned the car.

Upon returning my Yaris, I found that my corporate rate had ballooned from $91 for the rental to well over $120! Honestly I don’t care for my company reimburses me for all costs but I was confused on these added costs. On my online profile for nationwide/enterprise I had preselected reject all extra insurances (my company has their own insurance for us when renting).  Yet, I was scammed! When checking out the car at enterprise they had pre-checked all the extra insurances and had me initial them. Inadvertently I had accepted the extra insurances (not reimbursable)! When signing the rental agreement, I asked them twice, “all of this is included in my corporate rate/agreement correct?” the lady reassured me that it was and that there would be no extras…..LIES! All LIES! After a short conversation with the branch manager a credit was made, my final bill was adjusted and I was on my way home until next week.

This week I returned to the same location to rent my car for the week. It was the Tuesday after Memorial Day (branch was closed on Monday) and I was running late for a meeting. They offered me a 2011 Toyota corolla.  I took the keys and I was on my way. I did not do a walk around (I’m used to the airports where everything is done for you and there’s no hassles—my first mistake). The car was dirty (looked like the person before me had gone camping in it) and was in bad need of a wash and a vacuum. I didn’t care though; I was late and needed to be on my way.  I was shocked that I was being rented a dirty car, but I didn’t have time to complain.

Three days into my rental when parking my car in my garage at home I noticed that my tabs were expired! I was appalled that Enterprise would rent me a car that tabs were expired since February! I tweeted to enterprise and they quickly responded to me telling me to get in contact with the branch. Being that I would only have the car for less than another 24 hours I decided to wait until I returned the car to return to the branch. After all I needed to leave my house the next morning for work at 7am and the branch didn’t’ open until 8am and the branch was already closed for the night by the time I realized the tabs were expired.

Yesterday upon returning the car, I brought up to them that the car’s tabs were expired and they honestly didn’t care! They told me that since the car was licensed in New Mexico and we were in California it was too difficult to get the tabs for! I was flabbergasted! They rented me an unlicensed vehicle and didn’t even care!  To make matters worse, it was a manager who told me this! Then to add fuel to the fire, the then claimed there was damage done to the rear passenger door!

I walked out with the manager and they started to claim there were “ripples” in the rear passenger side door. I got on my hands and knees, examined the car from at least 4 different angles and I could not see any such “ripples” in the door. We walked back inside and they started to fill out the damage report! I honestly couldn’t believe this was happening. The car went from my garage at home to the USC parking garage every day. I never hit anything, nor could I see this “damage” they were speaking off. All they said was, oh well must have been a hit and run!

I got on my phone and called my company’s insurance to report a claim, for I wanted to have this done before I left the Enterprise location. I started the call at 5:50 and was on hold for almost 25 minutes before a claim representative was able to take my call. While on hold, the Enterprise location had closed. At 6:14, a minute before the claim representative came on the phone, the manager of the branch told me I had to leave for they were closed! I was shocked! Here I was being blamed for damage that was not even visible to me nor that I caused, and they were kicking me out of the branch before I even had a claim number to attach to my rental agreement! A minute later, while arguing with the branch manager about the fact that I wasn’t leaving until I had a claim number/spoke to my insurance, a representative came on the phone. I was able to get the information I needed and then leave the enterprise location.

Needless to say, two weeks in a row I had very poor experiences with Enterprise. However this one really breaks the camel’s back! I was speaking to my friend about this experience over dinner last night, and he informed me he had a VERY similar incident happen with Enterprise (different location).  So let you all be warned. If renting from Enterprise CHECK YOUR CAR! Mark every dent, ding, scratch and more on your rental agreement or it will come back and bite you in your A$$! I’ve been in contact with my company and they are handling things now. I also wouldn’t be surprise if my company seeks out a new corporate agreement with either Hertz or Avis.

 

The Expired plates

2012-05-31-18.28.47

 

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Comments

#1
Mike June 2, 2012 at 04:55 pm

Enterprise has always been difficult in my experience, lots of fees, and beat cars that the employees usually drive as their own vehicle. I've had great experiences with National - good rates and selecting your own car from the Aisle is my favorite way to rent now. It's amazing they are owned by the same company.

#2
marco June 2, 2012 at 10:26 pm

Enterprise has done this damage car trick a few times before. Never had weird damage claims from other companies, but agree with you to double check and mark the all that can be claimed prior to driving off the lot with Enterprise. Too bad they do not make it more customer friendly.

#3
Naif June 2, 2012 at 11:08 pm

I hate Enterprise.. first of all the car selection is pathetic and then the agents there force you to buy insurance ... once a lady refused to rent me a car unless I purchased their insurance... That was my first and the last time with Enterprise.. On the other hand National is much better compared to Enterprise

#4
matt June 3, 2012 at 02:28 am

Just go with National. They're generally outstanding.

#5
Nick June 3, 2012 at 03:49 am

The only reason I have any positive experiences from Enterprise was that I had a friend who was the manager of a location (met him through someone I worked with in college) so he gave me the pick of the location and trusted me. But other than that, National is the way to go every time.

#6
Tom Jones June 3, 2012 at 06:21 am

Ditto. Enterprise is bad across the board. I've rented (before I knew better) from them for over 12 weeks at intervals in NJ, OH, TX, NY and CA. They are universally and I really mean at every single location the same - pushy on the insurance, terrible cars, mismanage the billing are and quite unapologetic. Terrible company. National is the best in my opition - for both personal and business.

#7
EnterpriseCares June 3, 2012 at 04:11 pm

Thank you for bringing this to our attention. We would like to look into this further. Please email care[at]enterprise.com with your full name, the exact rental location and the rental agreement number, along with any other details.

When emailing, please list reference #120603-000748 in the subject line.

Veronica Enterprise Rent-A-Car

#8
Brad June 4, 2012 at 08:58 am

So, I guess if you have your own blog and complain about a vendor, you get noticed - bully for the rest of us :)

#9
Stephanie June 4, 2012 at 11:33 am

Wow--sounds like you had a bad situation! 99.999% of the time, I go with National, but I have noticed, as you mentioned above, that it's hit or miss with their cars... sometimes they are loaded with options and sometimes you're lucky if it's got manual windows. But in general, I've had just FABULOUS experiences with National. One of my biggest pet peeves, though, is the selection of cars they have specially set aside for Executive Elite.... it's as if they think that all their EE's are 60 year old white congressmen. I'm a 31 year old woman... I don't want a Lincoln Town Car or other similar land yacht. It would be nice if they put some youth into their car selection.

One rental car company that my corp. travel agent sometimes MUST book me at is Hertz and I shutter with fear every time I see that name appear on my travel itinerary. It's THE WORST. After being with National for years, Hertz is painful!!!

#10
Rocky June 4, 2012 at 12:16 pm

The good news is My company has said forget about the corporate agreement, rent with who ever I am most comfortable with! Despite renting from national this week (had to take a cab to the airport to get the car) and having a pleasant experience. I'm taking my business back to Avis. I always had good experiences there and always very professional! I hope their neighborhood locations are as good as their airport locations....thoughts?

#11
Nick June 4, 2012 at 01:45 pm

I've done quite a bit of neighborhood renting from Avis, and the selection can be inferior, however once you start getting to know the people at the location, they are much more generous than the airport locations.

#12
George Williams May 3, 2013 at 03:35 pm

I think is necessary for all to know that even though Enterprise says they support the troops,they will not execute their guaranteed delivery to the service personnel at Boca Chica NAS; despite the fact they offer this service everywhere else in the country. Their reasoning is that Boca Chica is a different key than Key West. However it is only 7.2 miles from the base. Other places on the Key are much further but they can justify that because it is the same key. In my opinion Enterprise should be ashamed of themselves by not catering to those who have spent many hours defending them so they can have a locally run business and have the freedom to live in such a beautiful place. I encourage all who read this to boycott the business and tell their friends to do the same. Thank You Thrifty Rent a Car for picking up Enterprise rental's slack by offering the service on base to our personnel.

#13
Jack May 20, 2013 at 11:53 am

I think I can add some insight here. I interned at Enterprise and learned quite a lot about the company's side of this. First of all... Memorial Day is the SUPER BOWL weekend of renting cars. Think about it, It's the beggining of summer for kids in school and people have Monday off of work so basically everyone travels somewhere and a lot of people rent cars on do so. So if your company made a reservation for you a couple of days in advance, there probobly weren't too many options left for you, explaining why you go the Yaris (which is a terrible car I agree). There are literally people who make reservations for that weekend months in advance. As far as not walking around the car with an employee... you actually signed a portion of your rental contract saying that you walked aroud with them. It stinks that some employees don't do so (which makes me angry), but by signing the contract you agree there is no damage on the car before you have rented it (unless it is marked down on the contract). And enterprise has damage down to a science, to the point where they give every employee a damage evauluater which can show you where the damage is. Finally... when returning the car or at any point in the rental process, i would suggest being in a good mood. At the end of the day, Enterprise employees realize that renting a car is generally a very stressful situation (especially if you just got in an accident or your car is being worked on), but I know for a fact that the employees have just as much, if not more stress to deal with tha you. They work 12 hour shifts (opening up before normal starting hours and closing after as well so customers can pick up and drop off cars before and aftr work) washing cars, pciking up and dropping people off, managing relationships with body shops and car dealerships, taking calls from and making calls to insurance agents to set up insurance rentals, a lot of the time having to work with someone in the office and someone on the phone at the same time and then havig to run to the back to help wash cars all to get people in cars. At the end of the day, everyone I have ever met at Enterprise is a good person. Not only that, but they are very nice and personable. So my advice to everyone renting is to just keep in mind what both sides have to do, and just be NICE and friendly. It goes a long way. I, after only a month of a short relationship with a customer, would look forward to her renting a car. I know her favorite car and we loved to just talk to each other. I would go out of the way to make her rental experience better. So at the end of the day you have to realize the amount of $h*t employees go through on a 12 hr shift (with very, very low pay by the way) and treat them as a person instead of a machine that gives you a car and you might be pleasantly surprised. I hope you give them another chance because I'm sure the people there are good people. Everyone needs to be patient during the summer months because 99.5% of cars are rented the majority of the time, so if one customer is a few hours late back with a car... it screws everything up. Just another side of the argument.

#14
Kellie July 15, 2013 at 09:43 pm

Just had the same experience... I wish I had read this first. They even charged my credit card for the damage without telling me or getting my approval. Will NEVER conduct business with them again.

#15
Billy Ramos November 26, 2013 at 11:15 pm

My family is never renting from Enterprise again. Thank you for sharing!

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