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My experience dealing with Enterprise has been the exact opposite of what is described in the excerpt from their website. I was subjected to poor customer service and experienced great dissatisfaction at not only the Enterprise store location I visited but at the corporate level as well when I escalated my issue.

On January 12, 2018 my son was unfortunately involved in accident. My son and I had a very difficult time getting in contact with my insurance company's claim department. However, we were eventually able to confirm that rental car coverage was included on my Policy at $30 a day with Enterprise 30 days max. This was my first time going through this process and was unaware that my insurance company was supposed to provide a reservation number or direction on how to proceed with securing a rental car.

A month after the accident, I made a rental car reservation with Enterprise online thinking it would be covered since I have rental car coverage. I made the reservation at the Enterprise on Travis street in Houston Texas. On, February 19, 2018, my son and I dropped his car off at the repair shop then went to the Enterprise Travis location. I told the lady at Enterprise we had just dropped my son's car at the shop and that I had rental car coverage. I did not know the process for renting a car when it's covered by insurance. I am a long time customer of Enterprise and have rented cars from Enterprise regularly over the last 2 to 3 years so I am used to providing a credit card and signing for the car. I put the car in my name because the policy is in my name and figured the rental had to be as well. Moreover, because the rental is in my name, I thought I had to use my credit card vs my son using his.

About 1 week later, around February 27, 2018 , I noticed a $400 transaction from Enterprise pending on my credit card. I called what I think is the Travis location. The agent found the reservation my insurance company made with them. He gave me the reservation number my insurance had made with them on my behalf the previous month. He told me he would match up the reservation I made online to the insurance reservation and he told me the $400 would be corrected and it was.

My son returned the car on March 12, 2018. On March 19, 2018 Enterprise charged $1215.92 to my credit card. Not $660 ($30 per day x 22 days the contracted price with my insurance company) but $555 more? I stayed at least an hour on the phone trying to get someone to resolve this issue. An hour later they told my the $1215.92 has gone to Enterprise accounts department. Take it up with my insurance comoany.

March 21st, after several attempts to reach Enterprise's Houston area manager Sterling Hardin, he called me. He was very disrespectful. He asked me several times "didn't you read the contact?". I felt humiliated and disrespected. I told him I felt he was badgering me. I told him I plan to dispute the $1215.92. He told me "I would not do that if I were you". He said he would contact the Travis location and I have never talk to him again and I do not want to.

About a week later after my insurance company contacted Mr Hardin, he offered to reimburse me only $272. This does not correct the initial transaction or change how I feel about my interaction with Enterprise and Mr Hardin.

I tried to contact Enterprise Regional manager Joe Carbello and left a message but I am yet to receive a response.

I hope others in my situation who are directed to Enterprise and are looking for guidance through a first time claim read this first. You are warned! Enterprise will never get another dollar from me.

Reason of review: Pricing issue.

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Enterprise C Ufe

PosterRW, we appreciate it when customers tell us about their experiences and would like to help out. Please email ehiescalationscc@mailca.custhelp.com with your contact information, exact rental office location, rental reservation information and the details above so we can address this.

Thank you.โ€“ Carol H. Social Monitoring

Guest

You completely botched the complaint process ; it should have all been handled in writing served via Certified Mail return receipt requested. When there is a dispute over charges, telephone call and e-mails vanish like a puff of steam in the wind.

In your case, too much calling has been detrimental to your case because now you're upset, "disrespected", etc. when this is simply a business issue.

An additional issue arises when your valuable complaint window is narrowed by the time wasted on calls, e-mails, text messages. You must follow the dispute resolution process as set forth by the contract and your credit card company.

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