Report: #798429

Complaint Review: Enterprise Rent-A-Car

  • Submitted: Tue, November 15, 2011
  • Updated: Thu, December 01, 2011
  • Reported By: Jeanne — Plantation Florida United States of America
  • Enterprise Rent-A-Car
    Post Office Box 405738
    Atlanta & Tarrytown New York, Georgia
    United States of America

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On 10/28/11 my husband, adult daughter and I rented a vehicle from Enterprise in Tarrytown, N.Y.  We returned the car that evening at a lock-box location in White Plains.  The vehicle was a 2011 Jeep, in average condition.  We all noted, it did not have that new car smell. It had a few nicks, dings and an indent which I pointed out to the agent who assured all three of us, that there was "no problem."  

My daughter received a week later, a letter from Enterprise Recovery Unit in Atlanta enclosing a Damage/Loss Notice addressed to me since the car was reserved on my credit card. Since I don't live in NY, she immediately contacted the Atlanta office and a young lady advised her there was a "dent" in one of the doors.  

That vehicle was delivered back to Enterprise's lot in White Plains in the same condition it was received.

Three of us walked around the vehicle more than once and pointed out to the agent, the various nicks, dings and I personally pointed out what looked to be an indent on the passenger side door.  The agent assured us repeatedly it was not a problem.  Additionally, when we asked what we should do with the GPS unit we rented, he told us to "leave it on the seat."  Common sense told us you don't leave any type of electronic on a seat, in a vacant vehicle in an unsupervised lot, so we told him we would put it in the glove box and left a note.  I have no doubt at this juncture, they would have alleged the unit was stolen had we left it "on the seat."

We declined the rental insurance as I was fully insured and had anything happened, we would have notified Enterprise immediately.  I have no doubt, this practice of alleging claims is an attempt to extort my insurance.  

I have since written the Chairman/CEO Andrew Taylor, with copies to the Attorney General's Offices in White Plains and Atlanta / Fraud Divisions.  Apparently, from an internet search for addresses, I came across numerous, numerous postings, specifically directed towards Enterprise Rent-A-Car with similar complaints. 

We are going to fight this if they do not do the right thing.  We are honest, hard working people who believe in right and wrong.  Shame on them.  This is wrong.
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Updates & Rebuttals


#1 Author of original report

Update #3 the DRU

AUTHOR: Jeanne - (USA)

(12/1/11) I received via email, my first communication from the DRU in Atlanta, Georgia. They state the following which the amount was listed in the "Re" as "Balance Due: $622.51":

"Dear Sir/Madam:

After further review, we have closed the above claim for damage/loss to our vehicle.

Thank you for bringing this concern to our attention. Our goal is to provide excellent customer service to our customers. We appreciate your cooperation in this matter and apologize for any inconvenience this may have caused you.

If you have any questions, please contact our office.


Enterprise Rent-A-Car

Damage Recovery Unit..."
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#2 Author of original report

Update #2

AUTHOR: Jeanne - (USA)

11/23/11)  Minus some telephone tag, I received a call from the David Barcomb/Area Manager in White Plains, New York.  He advised he pulled the tickets for the vehicle and researched the history of the vehicle.  He then advised me he instructed the DRU in Atlanta, Georgia to close down this incident. I requested a confirming email which I received (read below):

Good Afternoon Mrs. ------, I would like to personally reach out to you and apologize on behalf of my staff in reporting this incident. As we spoke I informed you that I have informed the DRU to close down this incident for we will not be pursuing you in regards to this claim. If there are any other questions please feel free to reach out to me at anytime.

I wish your family well and a Happy Thanksgiving!

-Thanks Dave Barcomb
David Barcomb
Area Manager
White Plains, NY 10607

Mr. Barcomb was very professional and a pleasure to speak to. 

I did advised him I would be following up with the DRU (Damage Recovery Unit) in Atlanta, as a I want a confirming letter from that office. 

In the interim, I received a letter from John Katzenstein/CW Bureau of Consumer Frauds and Protection for the State of New York, advising they received my complaint and would intervene possibly via mediation. 
They forwarded a copy of my complaint to the company requesting a statement of their position and possible adjustment.

I will be advising them in writing of the resolution with Enterprise once I receive the confirmation from the DRU in Atlanta.  

I encourage Enterprise to be as proactive in these types of instances and to continue to handle consumer complaints at this site until there are no more complaints.  They corrected a wrong.  Bravo Enterprise, bravo.  
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#3 Consumer Comment

Dents? Sure!

AUTHOR: Joseph Brown - (USA)

With close to 200 complaints on this website, alone, I believe they should change their name to Criminal Enterprise!!!
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#4 Consumer Comment


AUTHOR: Diogenes - (USA)

Very interesting, to say the least.  After reading your initial report, I searched the web for issues involving Enterprise.  To say that there are MANY complaints is an understatement.  And a great percentage of the complaints are the same as yours - being charged for damages that were already present on the vehicle before renting, or damages that mysteriously appeared long after the vehicle was returned.  And, of course, these reports were from people who had resisted the high pressure tactics used to purchase their damage waivers.  And the other complaints were mostly about customers being charged for the damage waivers without being informed that the employee had secretly added it to the contract ( you know the drill - " sign here, and initial here, here and here " ).  I hope you update your report once you actually ( if ever, that is ) hear back from Enterprise.
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#5 Author of original report

Update Report #1 (Enterprise Rent-A-Car)

AUTHOR: Jeanne - (USA)

(11/17/11) Enterprise Rent-A-Car responded with an initial case reference number, and via that link, I received an email from a young lady ("V.F.") advising that my report would be sent as an "escalated message" and sent to the Regional Manager of the location where we initially rented their vehicle.  
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#6 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - (USA)

Weve taken note of your complaint and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to care[at] including the exact rental location information, your contact information, your rental agreement and/or damage claim or "DX" number and any further information.

When emailing, please list Reference Number 111116-000368 in the subject line. We look forward to hearing from you.

Enterprise Rent A Car
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#7 UPDATE EX-employee responds


AUTHOR: Lorenzen - (U.S.A.)

As a former employee of Enterprise, I can tell you that I fully believe everything you stated in your report, as I have personally witnessed such malevolence. And, surprise, Enterprise is widely known for pulling this type of activity with their customers.  What puzzles me is that there are any customers left for Enterprise to cheat.  Do you know WHY they did this to you ?  It's because you declined to pay for their "Damage Waiver" ( it's not actually insurance, but you are lead to believe that it is  ) for which they charge an additional $30 a day ( pure profit on their part, by the way ).  Another interesting item is that I have read reports of Enterprise refusing to honor the Damage Waiver if the damage to the vehicle is over a certain amount, regardless of what they tell you when you are signing the papers and forking over the money.  Enterprise will get you, one way or another.
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