• Report: #1150689

Complaint Review: Enterprise Rent-A-Car

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  • Submitted: Thu, May 29, 2014
  • Updated: Thu, May 29, 2014

  • Reported By: Eyema Nurde — Youngstown Ohio
Enterprise Rent-A-Car
7880 MARKET ST Boardman, Ohio USA

Enterprise Rent-A-Car Rented a car to me then 15 minutes later they stole it back. Boardman Ohio

*Consumer Comment: Horrible Day At Enterprise Rent A Car

*UPDATE Employee: Enterprise Care

*UPDATE Employee: Enterprise Cares

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My truck needed to go into the shop so I needed a rental for a few days. I took my cousin with me so that I could have him drive my truck to drop it off at the shop after we rented a car. The rental went fine and as were were leaving, thinking I had some time to kill, I told my cousin "Lets go to the mall." which was only 2 blocks away. We got to the mall, I checked the time (my phone was still in my truck and the radio sisn't function in my rental) and noticed we had les time than I thought due to the rental taking so long to finalize. So we stood outside and had a cigarette, decided I should put a couple dollars in the truck's gas tank since it was near empty and chose to just drop the truck off. I got in the rental, he drove my truck and we headed to the gas station. I parked on the side of the station, walked up to my truck at the pump and put some gas in it. He got in my truck, I got in the rental and we headed to the shop. We dropped off the truck and I drove my cousin home which was 3 blocks away. I then headed home. This all took 15 to 20 minutes after I left Enterprise.

    Here's where it all falls apart. I get a call on my cell from the rental guy at Enterprise. He tells me that the wrong plates are on the car and they need to be switched. I asked if it would be quick because I have a lot to do. He said it wouldn't take long. I get back to the rental store, he asks for the keys and we walk outside. Here he informs me that he's taking me out of the rental because someone else was driving the rental. Not quite understanding what was going on I asked "What!?". He said "My buddy saw you at the gas station driving your truck and not the rental. That means your friend was driving the rental and that's against the rental agreement and we're taking the car back." I tried to explane that his "buddy" was wrong but he said "Well, I'll take his word over yours." He said "I'll get your paperwork" and walked into the store. I immediatly called my cousin and asked him to run the 3 blocks to the shop where my truck was and tell them not to work on it and that I'll be coming back for it. I then stood outside for 10 minutes waiting for my paperwork. Finally, I walked in as asked "Well?" he said, "Oh, I thought you left." and laughed. I got my receipt which had shown a full refund except for $60 which he cahrged me for a full days rental even though I had the car for less than 30 minutes. I then walked the almost 3 miles to the shop where my truck was so that I could drive home.

   Onnce home I called Enterprise corporate offices and spoke to a woman whom I explaned everything that happened. She appologized and said that she would refund the full amount since I only had the car for 30 minutes and that she would have her Vice President call me back.

     After a few hours with no call back I called corporate again and spoke to a guy who said that my cousin was seen driving the rental car and thats why it was taken. That's now 2 different versions I've heard from them. I was told again that the VP would call me.

     An hour later my phone rang and it was the VP. He informs me that one of the employees saw me swap cars at the mall (This is now the 3rd version of the story I've heard) and that there is nothing he can do about it. I asked him why I'm being told 3 different stories and he kept deflecting he question and kept saying I broke the contract. After several minutes of back-and-forth he slipped and said "One of the guys followed you to the mall." THEY FOLLOWED ME TO THE MALL!

     Apparently when I told my cousin that we should meet at the mall (3 blocks away), one of the employees there got suspicious and followed my cousin and I. He most likely saw us standing outside the car talking and came to the conclusion that we were swapping or he saw us at the mall then followed us to the gastation where I put gas in the truck. I really don't know for sure as they never gave me a straight answer. 

   What really makes me mad is while I was renting the car I told the Enterprise agent that I wanted a car with local plates because when my mother drives it through our neighboring city, with other rentals, she gets pulled over constantly because the plates are out of state and I didn't want that happening to her with this car. So right then and here he knew that someonelse would be driving the car but he made no mention that no one could drive the car but me. He even told me that if my mother was driving it and she had any problems that I could call them and they would take care of it.

    And here is the icing on the cake. As soon as they think my cousin is driving it, who happens to be black (I'm white), they follow us around, lie, take the car back and charge me a days rental for 30 minutes. I asked the VP that "..if my 64 year old (white) mother was with me instead of my black cousin, would they have followed me?" He hung up on me. After talking to the VP I don't know if they'll actually honor the promis of refunding me my $60. 

     My cousin was never behind the wheel once. Not even while it was parked. 


This report was posted on Ripoff Report on 05/29/2014 04:40 PM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Boardman-Ohio-44512/Enterprise-Rent-A-Car-Rented-a-car-to-me-then-15-minutes-later-they-stole-it-back-Boardm-1150689. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Horrible Day At Enterprise Rent A Car

AUTHOR: Racheal Johnson - ()

I have experienced the worst day ever at Enerprise Rental Car. I have been a consisitant renter over the past decade and never had a problem until 6/18/2014. I was really really upse. I decided to key in Enterprise Rent a Car Consumer Complaints and found this website. I must say that I am in awe by what I see other Consumers  have experienced and endured! Later when I get finished going up the "Chain of Command," I will post the full complete details 

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#2 UPDATE Employee

Enterprise Care

AUTHOR: Enterprise Rent-A-Car - ()

Dear Mr. Pronti,

We have taken notice of your post and we want to help. Our team acts as a bridge between our customers online and the upper managers who can best address their concerns and answer their questions. We need more information to do this for you.

What is the the rental agreement number for the rental and, if you have it, the claim number? Please email these, along with your contact information, to Care@Enterprise.com

When you reply, use this number as the subject of your message: 140612-002487.

Sincerely,

John

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#3 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()

Eyema Nurde

Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me at care@enterprise.com with the complete details, exact renting location, and any rental agreement numbers. Please reference #140530-002721.  I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car

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