What Was Your Worst Experience As An Enterprise Customer?

Our son's car was stolen by a room mate and crashed into a house in April. So we needed a rental car. I have used Enterprise in PA before and thought nothing of going with the Enterprise in the Resort area we live.

We have had problems with their rental cars breaking down and having to find a ride home and of course they do not compensate you for the this. We had a rental for 3 months. Our house is in the woods and newer construction and so there is a lot of dirt, sand and branches and what not.

Just last week nearly 3 months into a rental and 7,000 + on the car we were told they really needed to renew the contract every 30 days. Then we were told to hold off on brining the car back because billing the dealer that had to make repairs would be too confusing. Okay fine with me. When we took the car back the nasty girl at the counter came in after looking at the car and said very loud in front of other customers this car is unacceptable. It is dirty and disgusting! Making it seem like I'm a pig or something. You will have to pay for a detail. I was very embarrassed because other customers were there and she just kept it up and up.

Due to the heatwave now the rearview glue let loose and the mirror fell off and broke. Hey it was an accident and broke I would make good on it. As I stated we live in the woods and there have been some serious storms and branches are always hitting our cars.

I needed to get another rental for the next day to take our daughter to the hospital 3 hours away and we had not picked up our car in the shop yet and the AC was out in our other car. I did not want to take a person in her condition 3 hours without ac in 100 degree heat. I called another enterprise 30 minutes away because the other shop did not have any cars left other then the rental we returned and since it was not serviced for so long I worried about how safe that would be. So anyway I call the other shop and yes they had a rental. I show up the next morning to pick up the rental and the same nasty girl is at this shop and all smug and says oh you I can't rent you a car. She goes on again about how disgusting the car was making me feel like crap again and I told her I did not appreciate how I was treated yesterday and that they could have told me first thing that I could not get a rental. Instead they told me at that time and I could not make arrangements for a rental anywhere else.

I couldn't deal with all of this car crap so I had my husband deal with it. We knew about the mirror and dirty car. We were told the car was filthy and that it was so dirty the carpet needed to be replaced. This was a crock of shit. Coffee and soda, dirt and sand maybe but nothing worse then that. Then they call him and tell him there is a tire noise. That tire noise was there since day one! I drove the car off the lot and heard it but knew that was the only car left. Then they tell our insurance adjuster there was under carriage damage. Again a crock! It's a rental prove it came from us. We didn't run over anything so I have no clue where that is coming from. Our adjuster told them the tire and under carriage damage were a stretch and they would not pay for it.


My husband rents a lot he travels weeks out of the month and because of all of this he will not rent from enterprise again. I was very upset with the rudeness of the counter help what a bitch! He uses Nation much better company for him.

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I rented a car from Enterprise last weekend. I had the car from Friday until Monday. I had reserved an economy car and when I got to the location, they said they were waiting for an economy car to come back and would I like to upgrade to a Dodge Charger for $5 more per day. I said, sure, that would be great. I also decided not to take the damage waiver this time. When I returned the car, they noticed there was nothing wrong with it and my bill came out exactly as I expected. I loved that car, and for only $5 more per day, it was a bargain. I will always rent from Enterprise. They made me happy.


I used to be happy with them too. It must be certain offices that are good to deal with. Ours on the East coast where we live is bad. Nasty counter girls should be fired. I have used the Reading PA near Lancaster Ave. and was very pleased.

Originally Posted by toocoolforu

I rented a car from Enterprise last weekend. I had the car from Friday until Monday. I had reserved an economy car and when I got to the location, they said they were waiting for an economy car to come back and would I like to upgrade to a Dodge Charger for $5 more per day. I said, sure, that would be great. I also decided not to take the damage waiver this time. When I returned the car, they noticed there was nothing wrong with it and my bill came out exactly as I expected. I loved that car, and for only $5 more per day, it was a bargain. I will always rent from Enterprise. They made me happy.

Enterprise doesn't carry a lot of economy cars, so they often have to give free upgrades when the customer comes in. Or, in your situation, they hit you with the blind upsell for a little more each day. Sounds like you paid $15 + tax more than you needed to.

Originally Posted by reality

Enterprise doesn't carry a lot of economy cars, so they often have to give free upgrades when the customer comes in. Or, in your situation, they hit you with the blind upsell for a little more each day. Sounds like you paid $15 + tax more than you needed to.

Actually that is not entirely true. They said they were waiting for an economy car to come back, it was on route back from dropping off a customer. I even saw the car come in before we left. There was no scam going on here. The guy showed me the economy car and made sure I was happy with the Charger instead of the Chevy Aveo that I would have gotten. I like the Aveo too, but to get to drive a Charger for only $15 more for the weekend was a bargain. I will definitely rent from them again.

I used to rent all the time from the office in Washington state near the University of Washington. Those guys were great to work with. They had a small office and were always scrambling to get me a car, but it was worth it. Sometimes I ended up with a nice free upgrade to a better car and sometimes I ended up with a truck. It was cool getting to drive all the different cars and trucks, even an occasional suv. Yeah, some people might say it sucks to have to drive a bigger vehicle, but I realise that renting is more of a luxury item and should be appreciated. I feel bad for the people who think they got scammed, maybe they should lighten up.

College kid: The advise you got is right on track. Just keep moving up the ladder. In GP18 (Maryland) the area managers have a saying that "if it gets to me it's free." The branch level guys will at least offer to split the difference with you to avoid getting an earful from their boss. But go for it all.

Secondly, quit calling yourself 'a college kid.' Remember the saying 'act as if.'
ERAC is so ass-happy on getting new corporate customers make up whatever story you want. Tell them your the head of whatever at XYZ company.


Wost case, ... it's only $100. They'd probably rather refund you than keep hearing you piss and moan every day on the phone.

Then again, maybe you should read the contract you're signing before you sign it. You're not the first person to complain about CDW.

Originally Posted by toocoolforu

Actually that is not entirely true. They said they were waiting for an economy car to come back, it was on route back from dropping off a customer. I even saw the car come in before we left. There was no scam going on here. The guy showed me the economy car and made sure I was happy with the Charger instead of the Chevy Aveo that I would have gotten. I like the Aveo too, but to get to drive a Charger for only $15 more for the weekend was a bargain. I will definitely rent from them again.

Your name isn't Gomer by chance?

Originally Posted by reality

Your name isn't Gomer by chance?

No, it's Jeff. Why?

Originally Posted by Unregistered

College kid: The advise you got is right on track. Just keep moving up the ladder. In GP18 (Maryland) the area managers have a saying that "if it gets to me it's free." The branch level guys will at least offer to split the difference with you to avoid getting an earful from their boss. But go for it all.

Secondly, quit calling yourself 'a college kid.' Remember the saying 'act as if.'
ERAC is so ass-happy on getting new corporate customers make up whatever story you want. Tell them your the head of whatever at XYZ company.


Wost case, ... it's only $100. They'd probably rather refund you than keep hearing you piss and moan every day on the phone.

Then again, maybe you should read the contract you're signing before you sign it. You're not the first person to complain about CDW.

I took the advice and finally got my money back. At first, the branch manager was only going to give me half of it. But I explained that while the insurance company was at fault, so was ERAC because their person who gave me the car did not explain the damage waiver at all like they were supposed to apparently. So first of all, I only mentioned that I was a college kid because I would not have signed for the stupid thing in the first place if I had known that I would have had to pay for it out of my own pocket. Second of all, I highly doubt that ERAC (at least around these parts) care about getting new customers or providing decent customer service at all because I have heard too many incidences where customers tell them that they would never come back and that ERAC would simply reply that "they're pretty sure that they can live without having them as a customer", which to me, seems pretty rude. Third of all, it was ridiculously difficult to get the name and number of the area manager around here for a number of reasons.

Also, no, actually, while it was only $119.80, they were being complete assholes about the whole situation trying to call me a liar, making stuff up, and whatever. But to me, that money could have went to rent and other bills of the sort. Also, if it was such a small amount to them, why did they have to be so difficult about it? They actually would have put up with me pissing and moaning to them over the phone about it if I hadn't have had told the area manager that it was their employee who did not explain to me about the damage waiver in full and misled me to think otherwise. That was the only reason that the branch manager even decided that he would refund me in full.

Finally, there was no contract to sign per se. It was just a form filling out some of the customer's information (name, date, etc.). There were no details or descriptions like there would be in a contract. And for the damage waiver, it was only a small box (about an inch big on this messy piece of paper) that only states, "initial here for damage waiver".

So, regardless, if ERAC employees are actually able to do their jobs correctly, they could avoid massive amounts of complaints. Now that I have my money back, I'll be sure to spread the word to my entire network, friends, and family not to be using the ridiculously awful service received from ERAC.

Thank you to the guys above who suggested I reach the branch manager and whatnot. Good luck to the rest of you.

If you have a large group and need a passenger van, you will have a 99% chance of getting screwed over because they over book. My average bad experience with them is they not only didn't have the larger van there as promised in a two week previous reservation plus a follow up call by us a day before, but it took them four hours to get a van which was too small by two passengers and we had to cram in. Needless to say, we missed our scheduled arrival time.

To make matters worse, the manager promised a free rental because we were so aggravated. When it came time to honor this promise, it was denied, after supposedly being "approved" and ready to go. Only after I was there to pick up the vehicle, did the manager say, "I can't honor this. You'll have to pay, but I'll give you a discount." Why would I come back to the company that totally screwed up the last time? I would rather pay full price somewhere else than give them more business for a "discount."

It's a huge business, and they have such huge volume they can screw over 30% of their customers and not worry.