Enterprise Rent-A-Car

Totally unprofessional! My son took his car in to Service King for damage, and I used my card to help him get the rental from Enterprise. I got parts of the insurance coverage, but not others. We were told it would take 2 weeks to repair his car, but they took 67 days due to extra damage they found. After we found out that the auto insurance would cover the rental, my son contacted Enterprise to cancel the rental insurance. It had been around 2 to 3 weeks. They told him that the insurance had been canceled. I had also called around that time and they told me that it hadn't been, so I called my son to let him know. He assured me that the rep had just told him that he had canceled it. At that point, I thought it had been taken care of. After my son picked up his car, Enterprise billed my card $1,886 for 67 days of coverage which we thought had been canceled. I expected the bill to be around $350 to $400 for the short time we had the coverage. According to them, the rental had to have been taken there before they could cancel it, but they didn't tell my son that. Instead, they told him that it was canceled. The rep left a message telling me of the charges he had posted on my card. I immediately called them, but was told that he was with a customer and would call me back. He never did. My son and I called back several more times, but could not get any assistance. We got the same outcome from their corporate office. They kept promising to call back, but never did. Almost $700 of that charge was for the part of the coverage I had declined on the contract. According to them, they lost my contract so I emailed them a copy. They told me that it would be credited back, but they still haven't credited that portion back to my card, and it's been over 3 weeks that I've been trying to get this portion returned back to me. I'm also disputing the other charges as well, but still waiting on corporate to get back with me. The only reason I'm giving them a one is because there isn't a zero rating. I've never experienced anything like this from a company before in my life. They have just lost a loyal customer due to their lack of concern, and I will continue to fight this until it's resolved. I hope Enterprise doesn't continue doing business in bad faith with its customers.
1 8 years ago (16-12-2016)

Very unsatisfactory customer experience. I called for a reservation. But went to pick up the car. There was no reservation to be found. Tried to upsale on another car. Won't use them again.
1 8 years ago (17-10-2017)

Extremely poor experience, from start to finish. Our company credit card was charged an unauthorized $165.68. I tried to contact the branch about it, but could not get a response. I then had to go through our credit card's fraud department. An Enterprise district manager contacted me soon after the fraud dispute, and told me she would credit the amount back to my card promptly. That was over a month ago...still no credit. BUYER BEWARE.
1 10 years ago (04-08-2015)

Made 2 calls today, sat on hold for 13 minutes each time then was disconnected.
1 9 years ago (28-04-2016)

Very nice service!!
5 9 years ago (06-08-2016)