Going to try to detail this as much as possible, without hopefully going overboard.
For the last year I've been renting from Enterprise. It wasn't an ideal situation but I never had an issue with it. Each month they asked me to re-sign my contract. It started getting harder, because of my work hours, to get in and sign the paperwork. The GM at the store worked it out with me and I was ok to go without redoing the contract, and would only call me if I absolutely had to come in. Many times I was able to make it in after a month, but once or twice it was to 2 or 3 months. Never had a single issue and if I did, the staff at Enterprise made it very easy to fix with little to no hassle.
Then came about a month ago. My wife went outside to go to work and came in to let me know the car was missing. We made a call immediately to Enterprise to ensure they knew it was gone, and they instantly were rude to me, which took me by surprise. I was told that numerous calls were made over a 2 month period and many messages were left, but I never responded to any. As well, I was told that when they attempted to charge my card for deposits on the car a month prior, they were unable to get payment.in that three month period of having that specific car after a swap-out, I had a single call come in when a new manager (who I was told doesn't work there any more) called me and we spoke about the contract. I told him that I had issues getting in with their available hours, and informed him of the way I had done a contract with the prior manager. I wasn't able to come in due to work constraints, he understood, and said it would be taken care of. After that, I heard nothing. Until I had to call them about the car missing.
What bothered me more is, when I went to check my bank records, I found the times they stated they had charged me for the car, I had far more than enough money in the account to cover. As well, I checked my phone records online and found no calls besides the one I had gotten from the manager when he started. I asked about that manager and was told he no longer was at that location. When I questioned the payments that didn't go through, and the calls, I was told I would be sent a record of every contact made. To this day, I still have not received this. On top of all this, the DAY the car was towed, that very morning, they took another payment of $250 out of our bank.
I waited a week for some sort of response on the situation, and heard nothing. Finally I called and wouldn't take no for an answer until I spoke with who I believe was a regional manager. After some arguing, I told her I would be contacting a lawyer. Once I did, and was told I had more than enough to show fault on behalf of Enterprise, I called back and practically demanded I be shown proof that I did something wrong, and offered this time to send a daily bank account balance as well as show any phone logs needed to prove I received no calls. An hour later, they were MUCH nicer to me, and wanted to get things cleared up. I was told everything would be handled and I just needed to drop the keys off at a nearby enterprise, they'd get me in a new car, and apologized profusely. I was told it was an issue with a prior "deal" being set between myself and the manager and once he left, no one followed up. When I asked about payments (as I was told I may still owe money) they counted it up and saw they, in fact, owed ME. So be it. Refund me or put me in another car, make this right, and I won't have any complaints.
Sadly, the next day it hail stormed and we had tornadoes. No cars were available. I asked about the car that got towed, figuring I was still registered to it, and was told the car was almost 100 miles from where I was, far outside the normal city area, and they had to send someone to get it once I gave them my set of keys. I was going out of town for a few days and the location had no drop box, so they had to wait. When I got back, gave them my keys, and waited. Once again, I heard nothing.
I called to get information recently on the status and was told they refunded me what I was owed (which I verified), and had my belongings waiting for me. I asked if there was anything else needed, they said no, I just needed to get my items. I chose not to pursue any issues with them in any manner, even though I was being told I was not at fault. I had no complaints to date, and figured it wasn't worth the argument. However, the next day I received a letter from Enterprise stating there was damage to the vehicle totaling over $750, and they were investigating.in over a year of renting from them, no damage was EVER found on a single vehicle I returned. Now, after the vehicle is towed to a great distance away, and is left at a lot for approximately 2 weeks, there's damage. No more information was given, but I called anyway and filled the rep on the phone in on what happened. They said it was written down and they'd look into it.
Today I received a phone call by a very "tactfully rude" damage recovery unit specialist, stating I owed $1375 for damages, towing, and other fees. I immediately told them I had seen nothing of damage done and said I wouldn't pay for anything after I was told the events leading up to this were nothing I was at fault for. The rep responded telling me that I was still responsible for any damage done to the car, even after it was towed (and again, admittedly at the wrong doing of the company!). Explaining this was met with a continuous "negligence on my part" statement, and I was to be held fully accountable for all damages. I got angry and a little loud with the rep after what I could only describe as a "smug asshole attitude" was all I kept getting. At a point, he told me he would email me a full documentation on the damages done to the vehicle, I gave him my email, and once again, have gotten nothing. However, today I received what I believe are the same documents in the mail.
The damage done? All along the bumper on the back, exactly where the car was hooked up to be towed away from. This also included a $100 "administrative fee" with no information as to why it was there, a "loss of use" fee for the time it was in the lot, towing charges (again, for a towing that happened at fault of the company itself), dminishment of value, and all that ontop of $787.50 in damages. I have already contacted my insurance and told them of the situation and they're refusing to pay out to Enterprise. As well, I contacted my bank and requested any payments made to Enterprise or any payments over $500 for the next 2 weeks be verified by me (thank god my bank offers this) and not go through unless I approve it. I'm unsure if the manager I spoke with earlier didn't forward the necessary information, but once again, they're attempting to claim this was at my fault for the issues that happened.
As well, just to add onto this, they charged me (without any documentation, approval, or anything at all) $700 for toll road charges, something I asked about when I first rented with them and was told it was included in the price of rental. So once again, Enterprise is making decisions and charges and I have nothing to show for it.
Currently I've sent this information to my lawyer and he's preparing to pursue not only harassment by the various employees, but also a dropping of all charges and possibly will seek damages. I wanted to post this report after reading up on numerous other issues with Enterprise in the DFW to show that they are still happening, and have no problem continuing the issues they've caused.
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