• Report: #1149421

Complaint Review: Enterprise rent-a-car

  • Submitted: Sat, May 24, 2014
  • Updated: Thu, July 17, 2014

  • Reported By: JaCa — California
Enterprise rent-a-car
Nationwide USA

Enterprise rent-a-car Enterprise loves vets on Memorial Day weekend Nationwide

*Author of original report: suuuure you do

*UPDATE Employee: Enterprise Rent A Car

*UPDATE Employee: Enterprise Cares

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Dear Enterprise, Thanks for leaving my husband STRANDED after having his reservation for over a month. I'm so glad the manager at the airport told him he needed to give them a credit with about $700-800 to hold for "incidentals". Apparently it's hidden somewhere that he needs a return itinerary? NOT OUT IN THE OPEN WHEN YOU MAKE THE RESERVATION! He didn't have a return because he didn't know if he was coming home or meeting me at my family.
Upon calling your national number I was told it's a policy and it's up to the manager at the location. Funny, the manager said it was up to corporate.
So After a nice long conversation with a woman who I will refer to as "Useless/Heartless" We find out that my husband, a married father with 2 small children, who doesn't drink, never used drugs, never been arrested, no accidents, oh and by the way thanks for stranding this vet on Memorial Day weekend, "Can go call Hertz or someone else". Really? Did I mention he was there to work and was ready to pay for the car up front for the ENTIRE trip? Yes, I did. Hey guess what Useless/Heartless.... THERE IS NO OPTION FOR DEBIT OR CREDIT ON THE RESERVATION PAGE LIKE YOU SWORE! There's a link about other forms of payment next to an option for card type. You could care less if he has to get to work or even if he comes home in one piece. I'm glad Enterprise is grateful for the service he did for people like them, so they could give a f@%! less about him. Make sure you go to your Memorial Day bar-b-que! It's just a 3 day weekend for you! I bet if he was a drug dealer or other scum of the earth you'd happily rent to him without a return flight. He bought his ticket now, THANKS FOR RUINING MY CHILDREN VISITING MY FAMILY! I WILL NEVER EVER EVER EVER RENT FROM YOUR SHADY LYING COMPANY AGAIN!!! This is payback for being a dedicated customer for the last 15+ years. MAYBE I'LL GO TO HERTZ NEXT TIME I NEED TO RENT A CAR ON VACATION! You know, like Useless/Heartless suggested.

This report was posted on Ripoff Report on 05/24/2014 02:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-rent-a-car/nationwide/Enterprise-rent-a-car-Enterprise-loves-vets-on-Memorial-Day-weekend-Nationwide-1149421. 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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#1 Author of original report

suuuure you do

AUTHOR: JaCa - ()

It was already sent and sent. No response was received. When you click on the button next to payment information that says more information all it says is this:

Using Debit Cards in the US

Although you may use a debit card, pre-paid card, or another form of payment to pay for the final charges on the vehicle, if you reserve a vehicle through this website, you will need to provide a major credit card at the time of the rental to secure the rental transaction. A major credit card is a card that is supported by a pre-determined line of credit, and not a bank account, or a pre-paid balance.

Some Enterprise Rent-A-Car locations may accept debit cards, pre-paid cards, or other forms of payment to secure the rental transaction.


This does NOT say that the credit card will be used to "hold" x amount of value, like the rental office insisted. This does NOT say that my husband NEEDED a return flight to secure the vehicle.

This does NOT say anything else related to the problems we had when he tried to pick up the rental.

NO ONE contacted him to confirm the rental or go over any details beforehand.

All the other arrangements we made for his extended stay there called or emailed us to confirm the arrangements and details EXCEPT Enterprise.

The response to this problem was your agent telling me to send him to Hertz. The local office manager said it was up to corporate to give them the o.k. to process this on his debit card which he was well prepared to pay in full UP FRONT. Your corporate office upon hearing this wanted nothing to do with it except to tell me that he could go to Hertz. 

So let me put this to you in plain english with a dialog to express our interpretation: 

Manager: "If customer service says we can do it, I'll do it"

Customer Service Agent: "I'm going to be difficult because I can be and I hate my job and don't care"

Me: "So he's stranded in a city 2700 miles away on Memorial Day weekend after having this reservation over a month in advance because you didn't communicate these unpublished details to us? Nice way to show a veteran you're grateful for his service."

Customer Service Agent: "I still hate my job and hate people so tell him to go to Hertz becaue we could care less about our customers. Even though we picked him up from the airport he can walk somewhere else now."

Manager: "Well they didn't say to go ahead and process this reservation and accept the payment hold on your debit so I can't do it."


Although it would be nice, not everyone has $7-800 or $3000 in credit on a credit card to give you a hold, But he did have the $3000 to give you that same day. 


So thanks for making it look like you care, but according to the number of complaints about shady practices on the web and your own facebook, we all know different.


P.S. Useless/Heartless can now be Useless/Heartless/Stupid because she swore there was an option to click if the card number entered was a debit card. It says Visa, Mastercard, JCB, Discover, Carte Blanche, American Express, and Diners Club. You should inform her of this when you remind her that the customers are the reason she has a job. It's not like Enterprise is getting money from the clouds.

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#2 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - ()

Thank you for bringing this to our attention. We would like to look into this further. Please email Care@enterprise.com with your full name, the exact rental location, reservation/rental agreement number, and any other details. (Tatiana)

When emailing, please list reference #140529-002713 the subject line. 

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#3 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()

JaCa, our team would like to make the proper management aware of your concerns. Please email us at: Care@Enterprise.com your contact information, the rental location, rental agreement number and any additional details you would like to share about your experience. Please attach reference # 140527-003058 to your email. Thank You. –Christina


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