Complaint Review: Enterprise Rent A Car - California

I have rented from Enterprise quite a few times. I never once had a problem. I was never pressured into additional insurance, simply asked if I wanted it. Pickups have been easy since I go on-line and complete all the paperwork ahead of time. Once at the location it is basically sign and go. Yes, I have always been asked at the time of reservation where I intended to travel. Several times I was offered upgrades for no additional charge. I will continue to use Enterprise. I have found them quite a bit cheaper than the "big boys" even after a AAA discount.

Response to This Is The Deal William, You're not paying attention. Someone who doesn't rent cars regularly would have to be a moron to think that intent to drive across the country is information the rental company wouldn't want. For the employee to be as thorough as you suggest he should be, the rental reservation transaction would probably take twenty or thirty minutes, and need to include all the normal questions plus finding out things like which insurance company the customer has (if any), ages of all drivers, number of people expected to ride along (there are capacity limits to certain vehicles!), intent to tow if renting a truck or SUV, intent to smoke in the rental vehicle, are there any restriction's on the renter's ability to drive (past DUI's, etc), and a few hundred more along those lines. I've worked for Enterprise for almost three years. In that time I've had exactly two people intend to drive across the country. One said it was our fault for not asking when she made the reservation, and the other made her reservation online where it even explains the mileage restriction in black and white (she claimed it wasn't on the website when she made the reservation). I honestly believe there has been a complete abdication of responsibility on the part of the consumer. We expect everything to be taken care of, cheaply, and by smiling people. We don't want to have to know anything or think for ourselves, and if we're unhappy we expect something to make us feel better. This is a problem, as it will continue to cause more and more stress for people working in the customer service/hospitality sectors, and it will continue skew the perspectives of the general public as to what expected behaviour should be on their part. You said: "It's your job as a professional who deals with thousands of customers to make sure that they are informed so they can make the best decision for themselves based on what you have told them. If you were a professional operating a respectable business then you would know that and customer satisfaction would be at the top of your list. Also, if you were a professional you'd have the experience to know what the customer would want to know." I'll disregard that the last two sentences sound like you expect customer service reps to be partly clairvoyant. I agree that it is our job to inform, but we can't be held accountable for telling every potential customer everything there is to know about renting a car. The rental contract is over three small print, single spaced pages long. It has had to get that long because of people not taking responsiblity for their own actions. You cannot now expect us to go over everything ahead of time, especially when the vast majority is common sense to any reasonable person (don't use the vehicle to commit felonies, don't drink and drive, etc). Should we confirm ahead of time that the customer isn't planning on doing any of these things? You also said: "You're taking this person's hard earned money in exchange for a service. It's only right to make sure it is clear to them what they are getting for their money instead of having that attitude like you're doing them some sort of favor by gracing them with the opportunity to rent a car from you." That opening part is hyperbole of the worst sort. "Hard earned money"! How do you know how hard it was to earn? Maybe they're trust-fund babies. And finally: "Your business is based upon you serving them. Not them serving you. Having read your comment and seeing your attitude about it as a representative of your company I'll be d**n sure not to ever do business with Enterprise when I need to rent a car." First off, get over yourself. You're part of the problem, not the solution. The public, through supply and demand and the evolution of the market has decided that big companies are better. They keep costs down, they provide familiarty because they're the same everywhere, and they can generally accomplish things small companies can't. What you want, however, is all of this with the same twinkle-in-your-eye service people got fify or sixty years ago. Well, unfortunately that was before people wanted everything on command and on the cheap. Back then you could work 40 hour weeks, see your family, make an honest living, and feel good enough to smile at all your customers. Now, we work 50% more, for less money (adjusted), and handle a much larger work flow. Traveling business men want everything done fast and anonymously, soccer mom's dropping their car off at the shop want to talk for an hour about what happened in the accident. I'm rambling, but there's a point. Start paying $50 or $60 per day for a rental car (instead of the average $30 right now nationwide) and you'll get all of that. We'll be able to afford more personnel, more cars, and be ready to give you that extra service. But until you're willing to pay for it, please quit whining. We get enough of that at work.

Response to This Is The Deal William, You're not paying attention. Someone who doesn't rent cars regularly would have to be a moron to think that intent to drive across the country is information the rental company wouldn't want. For the employee to be as thorough as you suggest he should be, the rental reservation transaction would probably take twenty or thirty minutes, and need to include all the normal questions plus finding out things like which insurance company the customer has (if any), ages of all drivers, number of people expected to ride along (there are capacity limits to certain vehicles!), intent to tow if renting a truck or SUV, intent to smoke in the rental vehicle, are there any restriction's on the renter's ability to drive (past DUI's, etc), and a few hundred more along those lines. I've worked for Enterprise for almost three years. In that time I've had exactly two people intend to drive across the country. One said it was our fault for not asking when she made the reservation, and the other made her reservation online where it even explains the mileage restriction in black and white (she claimed it wasn't on the website when she made the reservation). I honestly believe there has been a complete abdication of responsibility on the part of the consumer. We expect everything to be taken care of, cheaply, and by smiling people. We don't want to have to know anything or think for ourselves, and if we're unhappy we expect something to make us feel better. This is a problem, as it will continue to cause more and more stress for people working in the customer service/hospitality sectors, and it will continue skew the perspectives of the general public as to what expected behaviour should be on their part. You said: "It's your job as a professional who deals with thousands of customers to make sure that they are informed so they can make the best decision for themselves based on what you have told them. If you were a professional operating a respectable business then you would know that and customer satisfaction would be at the top of your list. Also, if you were a professional you'd have the experience to know what the customer would want to know." I'll disregard that the last two sentences sound like you expect customer service reps to be partly clairvoyant. I agree that it is our job to inform, but we can't be held accountable for telling every potential customer everything there is to know about renting a car. The rental contract is over three small print, single spaced pages long. It has had to get that long because of people not taking responsiblity for their own actions. You cannot now expect us to go over everything ahead of time, especially when the vast majority is common sense to any reasonable person (don't use the vehicle to commit felonies, don't drink and drive, etc). Should we confirm ahead of time that the customer isn't planning on doing any of these things? You also said: "You're taking this person's hard earned money in exchange for a service. It's only right to make sure it is clear to them what they are getting for their money instead of having that attitude like you're doing them some sort of favor by gracing them with the opportunity to rent a car from you." That opening part is hyperbole of the worst sort. "Hard earned money"! How do you know how hard it was to earn? Maybe they're trust-fund babies. And finally: "Your business is based upon you serving them. Not them serving you. Having read your comment and seeing your attitude about it as a representative of your company I'll be d**n sure not to ever do business with Enterprise when I need to rent a car." First off, get over yourself. You're part of the problem, not the solution. The public, through supply and demand and the evolution of the market has decided that big companies are better. They keep costs down, they provide familiarty because they're the same everywhere, and they can generally accomplish things small companies can't. What you want, however, is all of this with the same twinkle-in-your-eye service people got fify or sixty years ago. Well, unfortunately that was before people wanted everything on command and on the cheap. Back then you could work 40 hour weeks, see your family, make an honest living, and feel good enough to smile at all your customers. Now, we work 50% more, for less money (adjusted), and handle a much larger work flow. Traveling business men want everything done fast and anonymously, soccer mom's dropping their car off at the shop want to talk for an hour about what happened in the accident. I'm rambling, but there's a point. Start paying $50 or $60 per day for a rental car (instead of the average $30 right now nationwide) and you'll get all of that. We'll be able to afford more personnel, more cars, and be ready to give you that extra service. But until you're willing to pay for it, please quit whining. We get enough of that at work.

Response to This Is The Deal William, You're not paying attention. Someone who doesn't rent cars regularly would have to be a moron to think that intent to drive across the country is information the rental company wouldn't want. For the employee to be as thorough as you suggest he should be, the rental reservation transaction would probably take twenty or thirty minutes, and need to include all the normal questions plus finding out things like which insurance company the customer has (if any), ages of all drivers, number of people expected to ride along (there are capacity limits to certain vehicles!), intent to tow if renting a truck or SUV, intent to smoke in the rental vehicle, are there any restriction's on the renter's ability to drive (past DUI's, etc), and a few hundred more along those lines. I've worked for Enterprise for almost three years. In that time I've had exactly two people intend to drive across the country. One said it was our fault for not asking when she made the reservation, and the other made her reservation online where it even explains the mileage restriction in black and white (she claimed it wasn't on the website when she made the reservation). I honestly believe there has been a complete abdication of responsibility on the part of the consumer. We expect everything to be taken care of, cheaply, and by smiling people. We don't want to have to know anything or think for ourselves, and if we're unhappy we expect something to make us feel better. This is a problem, as it will continue to cause more and more stress for people working in the customer service/hospitality sectors, and it will continue skew the perspectives of the general public as to what expected behaviour should be on their part. You said: "It's your job as a professional who deals with thousands of customers to make sure that they are informed so they can make the best decision for themselves based on what you have told them. If you were a professional operating a respectable business then you would know that and customer satisfaction would be at the top of your list. Also, if you were a professional you'd have the experience to know what the customer would want to know." I'll disregard that the last two sentences sound like you expect customer service reps to be partly clairvoyant. I agree that it is our job to inform, but we can't be held accountable for telling every potential customer everything there is to know about renting a car. The rental contract is over three small print, single spaced pages long. It has had to get that long because of people not taking responsiblity for their own actions. You cannot now expect us to go over everything ahead of time, especially when the vast majority is common sense to any reasonable person (don't use the vehicle to commit felonies, don't drink and drive, etc). Should we confirm ahead of time that the customer isn't planning on doing any of these things? You also said: "You're taking this person's hard earned money in exchange for a service. It's only right to make sure it is clear to them what they are getting for their money instead of having that attitude like you're doing them some sort of favor by gracing them with the opportunity to rent a car from you." That opening part is hyperbole of the worst sort. "Hard earned money"! How do you know how hard it was to earn? Maybe they're trust-fund babies. And finally: "Your business is based upon you serving them. Not them serving you. Having read your comment and seeing your attitude about it as a representative of your company I'll be d**n sure not to ever do business with Enterprise when I need to rent a car." First off, get over yourself. You're part of the problem, not the solution. The public, through supply and demand and the evolution of the market has decided that big companies are better. They keep costs down, they provide familiarty because they're the same everywhere, and they can generally accomplish things small companies can't. What you want, however, is all of this with the same twinkle-in-your-eye service people got fify or sixty years ago. Well, unfortunately that was before people wanted everything on command and on the cheap. Back then you could work 40 hour weeks, see your family, make an honest living, and feel good enough to smile at all your customers. Now, we work 50% more, for less money (adjusted), and handle a much larger work flow. Traveling business men want everything done fast and anonymously, soccer mom's dropping their car off at the shop want to talk for an hour about what happened in the accident. I'm rambling, but there's a point. Start paying $50 or $60 per day for a rental car (instead of the average $30 right now nationwide) and you'll get all of that. We'll be able to afford more personnel, more cars, and be ready to give you that extra service. But until you're willing to pay for it, please quit whining. We get enough of that at work.

If that is your philosophy on how to run a business it is no wonder people are having a difficult time with Enterprise. Somebody that doesn't rent a car regularly doesn't know all the ins and outs of the business and most likely wouldn't have any idea what questions they should be asking. It's your job as a professional who deals with thousands of customers to make sure that they are informed so they can make the best decision for themselves based on what you have told them. If you were a professional operating a respectable business then you would know that and customer satisfaction would be at the top of your list. Also, if you were a professional you'd have the experience to know what the customer would want to know. You're taking this person's hard earned money in exchange for a service. It's only right to make sure it is clear to them what they are getting for their money instead of having that attitude like you're doing them some sort of favor by gracing them with the opportunity to rent a car from you. Your business is based upon you serving them. Not them serving you. Having read your comment and seeing your attitude about it as a representative of your company I'll be d**n sure not to ever do business with Enterprise when I need to rent a car.

First I should say there should be a separate report for what goes on at Enterprise as this first complaint has been turned into something other than it's intention. For 7 years I worked (slaved) for this company. Being brought up with morals and a strong work ethic I stayed no matter how miserable I was. Knowing all about the damage waiver we had to force down customers throats (the elderly were the easiest), overbooking and lying to customers when they were standing face to face to you and we were told to tell them their car was getting a "oil change" etc so they would have to wait, lying to insurance companies showing a customer had a rental car even though the customer had already had picked up his/her vehicle from the shop and were no longer in a rental, management telling you the "Big Picture" (only ERAC employees know what this means) to keep you there working 60 plus hours per week with pay of 47.5 hours (again, only ERAC employees know this). I know work as many former ERAC employees do for a major insurance company. I'm forced to use them where I live as we have a contract and I feel sick everytime I support their business but I have no other option. When I can I pay the dealership or bodyshop for them to provide a loaner car so I can avoid giving any more money to this dishonest company. Since I left them I can now sleep at night as I can again follow my ethics. If any ERAC employee or especially a "manager" want to further discuss... Bring it on. I guess I can't "hack" it. (Again another ERAC term) Pay more if you have to and support a honest company. You would thank me if you know what goes on at ERAC. Also, please don't take out your anger at the employees at ERAC. They are overworked, lied to constantly, underpaid and generally wasting their time till they get a wakeup call. Take your comments to the "City Manager" and to their "Corporate office."

AFTER COLLEGE I WORKED FOR THEM ONE YEAR. WE TOO OVERBOOKED AND WERE TOLD TO LIE TO THE CUSTOMERS. IT IS A NATIONAL THING. AFTER TRAVELING IN ALABAMA, A NEW AGENT TOLD ME HOW STRESSFUL IT WAS NOT HAVING CARS AND CUSTOMERS WAITING. SOME AGENTS ARE NATURAL GEMS AND OTHERS ARE A-HOLES (THAT'S LIFE). I HAVE ENCOUNTERED THAT OUR DISTRICT WOULD ADVISE US NOT TO RENT TO CERTAIN PEOPLE BECAUSE OF WHERE THEY LIVED IN THE CITY -- I QUIT AND FILED A REPORT ON THEM. YOU MAY THINK YOU KNOW, BUT YOU DON'T!!

Overbooking, high pressure sales/intimidation tactics, telling blatant falsehoods, and discrimination are all part of ERAC's everyday business. I worked with this company for nearly 2 years, moving up within the company quite quickly. On many occasions I was encouraged to scare a customer into purchasing Collision Damage Waiver, which is essentially insurance for your insurance. They sell it as "worry-free driving" while shoving crash statistics and intimidating possible scenarios down your throat. I actually had a few people too scared to even rent the car...but hey, I was just doing as everyone was told, following the leader, 'til I got wise. The reason this company is so successful is that they really don't care if they mess up a few people's travel plans, piss a few people off, or scare someone so much it actually CAUSES an accident. Only about 1/3 of customers get an ESQI (their measuring stick for customer satisfaction) phone survey call, and I know of at least a few cases in which pissed off customers contact information was actually changed to incorrect information in the callback section prior to the close of the contract (up to this point, the survey company has no access to this information. Once it is closed, whatever phone number is in the system is assumed to be correct by the company with no means or effort to verify. Hence, no correct #, no evidence of a completely dissatisfied customer. I'm sure some ERAC employees will read this and a little light will go off in their heads, saying, why didn't I think of that?) The higher ups have all had to do the same thing, so you can bet your a*s they don't care if some new college-grad in his first job has a moral issue with outright lying under the shallow guise of customer service. Just my experience.

I have worked for Enterprise for just over a year and I am a store manager. There are certain qualifying questions that should be addressed when booking any reservations. It is quite possible the employee did not ask where you were heading to. However, wouldn't it be common sense to explain where it is that you were needing to travel to when you were setting up the rental? Consider booking a flight. Don't you need to inform the airline where your destination is? And of course your fare/rate will differ with respect to mileage, season, and availability. The point is this. The employee made a mistake. OK, we all do. Now he/she will be that much the wiser the next time if they plan on having a career with the company. On the other hand, let's give credit where credit is due. You can not fault someone else for not doing your proper homework concerning a crucial factor when travelling--making the rental agency aware of where you're going. Let's chalk this up to a novice employee and a novice renter. In all fairness, your complaint was handled poorly and I apologize on the company's behalf. It's difficult to track a complaint if there were no closed ticket pull up, but it should've been handled with more sincere attention. In actuality, Enterprise is one of the few multi-billion dollar corporations left that still cares about it's customer service. It is the #1 determining factor in my promotabilty and my paycheck. This was purposely set up this way to give each employee a personal stake in your complete satisfaction. And like most people, I desire bigger paychecks and increased status. However, no one can satisfy 100% of their customers customers 100% of time. Even Tiger Woods bogies a hole every now and then. Though overall, like Tiger, we're still the best out of our competiton. Finally, let me ask you this. When you inevitably rent from some other rental company (again)afterwards will you be able to to say that employee was friendly, courteous, and actually looks like they enjoy their job? Probably not.

Here is the deal with ERAC, Every Erac employee is trained to "book every deal" so there is truth to the tale of overbooking reservations people do occasionally wait for cars but erac will very rarely lose income by not getting a car for someone even if it comes from a different branch. I have never come across that in the year and a half that i worked for erac. As for the people who complain that they were not explained every last detail about the contract boo h*o. This is a legal contract and take responsibility for what you sign. Also, ask all the questions neccessary regarding your trip assume nothing if you do you will most likely pay because of said legal contract. If you are a regular customer your will most likely get any unexpected charges waived so you will rent again. An ERAC employee's main goal is to get the "deal" then sell the coverage then provide great customer service, but that is tough when a lot of customers that rent or try to are just plain idiots no license, no credit card or cash, are unhappy becasue they dont get the car they want when they didnt even have a reservation, take responsibility for your actions dont blame everyone else especially the ERAC employee working for peanuts.

We currently work for Enterprise and what you are saying is completely wrong. First of all, branches are run differently at different locations all over the US and Europe. One of us has even worked in Manhattan and NEVER did that. Remember that in all companies you have bad apples, but in general, Enterprise has the best of intentions with it's customers. We have to, in order to insure more business with those who have rented with us. Plus, overbooking RARELY happens---and we always make up for it by offering paid cab rides to other branches for cars, free upgrades-NEVER downgrades-and lower rates. If those branches you've personally worked for did as you say-they are truely not living up to what enterprise is all about. And it is certainly not the experience most people have, concidering around 60% of past customers come back and use us again. Smart people never generalize.

I worked at Enterprise in New York City for 8 months after graduating from college. I am now in law school. Having "inside information" allows me to relate the following information. The real issue with Enterprise is that they "overbook," rather like an airline does, but to a much greater extent. In fact, when reservations for a particular day are full, the branch still reserves more. Then, the people who have booked higher rates get the cars, and the people who have booked at lower rates either have to wait for a return rental, which can take over an hour, or get sent home without a car. We are told to tell the customers various lies to make it appear that the situation is out of our control. This was true not only at my branch, but for all 9 Manhattan branches and the surrounding boroughs. If you rent from Enterprise, you may not get a car.

After having read this thread, I paid close attention when I called Enterprise yesterday to reserve a car (see separate posting "Enterprise -- The Wizard of Oz"). I wanted to rent a car for a week at a DC airport in Virginia. The local office (that's the only way Enterprise deals) told me the rate and told me there was unlimited mileage. They did NOT ask me where I planned to drive, or any similar questions. Near the end of the transaction, I asked them, "Now, this is unlimited mileage, right?" At that point, the guy said, "Well, unlimited so long as it's in DC, Virginia, or Maryland." I said, "I was planning to drive to Pennsylvania," and the guy said, "Oh, that'd be okay." If I hadn't read this thread, I would simply have accepted his first "unlimited mileage" statement. And what if the person working when I turned it in didn't think Pennsylvania was included in my unlimited mileage? I was so unnerved by the whole "Mother, may I?" nature of the exchange that I rented from a company with an 800 number and a clear national policy.

I just felt I needed to respond to this complaint because this person is totally incorrect! I do business with Enterprise on a regular basis, almost weekly, and continue to take the cars out of state and across country. You simply have to state your needs and they accomodate you. This complainer simply dropped the ball and did not explain what was needed. If they are going to complain they should at least know what they are talking about.

When Enterprise says they will pick you up they mean they will pick you up and let you sit in there lobby for a long time. They will lie to you and tell you they have a car available while you are at a body shop and then you get to the location and you sit for an hour or so at times! Lies and bad business!

I just wanted to say that ERAC is being a little bit misunderstood here. ERAC allows their vehicles to be taken across the country. However, the renter will then be responsible for the miles placed on the vehicle beyond the 150 daily allowance. All branches run independently of each other. Caleb should've offered some sort of unlimited package to this customer rather than lose the deal entirely. Don't get the wrong idea, ERAC will let customers travel. heck, I took a car to Florida last year from Ohio... Just an FYI---

I just wanted to say that ERAC is being a little bit misunderstood here. ERAC allows their vehicles to be taken across the country. However, the renter will then be responsible for the miles placed on the vehicle beyond the 150 daily allowance. All branches run independently of each other. Caleb should've offered some sort of unlimited package to this customer rather than lose the deal entirely. Don't get the wrong idea, ERAC will let customers travel. heck, I took a car to Florida last year from Ohio... Just an FYI---

I just wanted to say that ERAC is being a little bit misunderstood here. ERAC allows their vehicles to be taken across the country. However, the renter will then be responsible for the miles placed on the vehicle beyond the 150 daily allowance. All branches run independently of each other. Caleb should've offered some sort of unlimited package to this customer rather than lose the deal entirely. Don't get the wrong idea, ERAC will let customers travel. heck, I took a car to Florida last year from Ohio... Just an FYI---

I just wanted to say that ERAC is being a little bit misunderstood here. ERAC allows their vehicles to be taken across the country. However, the renter will then be responsible for the miles placed on the vehicle beyond the 150 daily allowance. All branches run independently of each other. Caleb should've offered some sort of unlimited package to this customer rather than lose the deal entirely. Don't get the wrong idea, ERAC will let customers travel. heck, I took a car to Florida last year from Ohio... Just an FYI---

I am sorry that you feel that you got ripped off but wouldn't you have felt worse if you came back and had an extremely large bill because the company overbilled you for miles? There are reasons why Enterprise doesn't let there cars go over certain miles. One is because they sell them back to dealerships. If the car is beat to hell and has 100,000 miles on it who would buy it? This situation was as much your fault as it is Enterprise's. How is the Enterprise rep. supposed to know what your thinking? You were involved in a 10 minute conversation, they asked you what you wanted to pay, what kind of car you were looking for, and when you wanted to pick it up. Maybe you should have mentioned that you planned a long distance trip. No I don't assume that you should know that Enterprise doesn't let there cars go that far but the Enterprise rep. doesn't assume that you are going that far. As far as Enterprise not responding to you this was an oversight. I can tell you from experience that Enterprise goes out of there way for there customers. Even people, like yourself, who don't qualify to rent. Sorry.

I am sorry that you feel that you got ripped off but wouldn't you have felt worse if you came back and had an extremely large bill because the company overbilled you for miles? There are reasons why Enterprise doesn't let there cars go over certain miles. One is because they sell them back to dealerships. If the car is beat to hell and has 100,000 miles on it who would buy it? This situation was as much your fault as it is Enterprise's. How is the Enterprise rep. supposed to know what your thinking? You were involved in a 10 minute conversation, they asked you what you wanted to pay, what kind of car you were looking for, and when you wanted to pick it up. Maybe you should have mentioned that you planned a long distance trip. No I don't assume that you should know that Enterprise doesn't let there cars go that far but the Enterprise rep. doesn't assume that you are going that far. As far as Enterprise not responding to you this was an oversight. I can tell you from experience that Enterprise goes out of there way for there customers. Even people, like yourself, who don't qualify to rent. Sorry.

Enterprise is the first company that I have worked for that gives a d**n about their customers. It has been driven into our heads to ask certain questions when making a reservation. Maybe you conviently ignored the question, "Will you be traveling out of state?" to save money on milage. We have learned to accept mistakes because we are all human, but you can't please everybody all the time.

This email is a rebuttal to RipOff #4638. It was sent by megan at [email protected]. Enterprise Rent A Car bad attitude inconvenience car rental company (#4638) They filed the following rebuttal to the above Rip-Off Report: Their email: [email protected] Their name: megan Their phone number: 708-895-6395 Their relationship to the company: Supporter Rebuttal: yes, customer service should had told you about no cars cross country. But you should have asked too. People makes mistakes all the time. I'm sorry for your misfortune, but if your'e traveling that far, I would ask a few questions myself about the cars. Enterprise is a good company not all the enterprise are like that, you just got a bad one.