ComplaintsforEnterprise RAC Company of Baltimore, LLC

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enterprise provided me with a silver Nissan Altima that had mechanical issues. Upon initial inspection, I could see that the vehicle had some dings on it. I found this a bit odd since I'm used to seeing Enterprise vehicles in much more pristine condition. When I sat inside the vehicle, I noticed the following things: * Fuel tank was almost empty. * Window seal that was coming from the bottom of the windshield. * A light on the dashboard that appeared to be the tire indicator. * 37,000 + miles on the odometer. The staff member noticed the low fuel and offered to put gas in it or gave me the option to bring it back empty. I told him, I'd just go ahead and fill it up. I thought to myself that I'd also put air in the tires as well. I drove to the gas station that was literally next door and then thought to myself that some air compressors at gas stations are either difficult to find and require that you have change which I didn't have at the time. So I drove back to Enterprise and asked if there was another vehicle that had properly inflated tires and I was told that they have an air pump and they would help inflate my tires so the light would go off on the dash. The staff member placed air in all four tires but the light stayed on. He suggested that I press the reset button to see if the light would go off and when that didn't work he suggested that I would probably have to drive around a few miles and the light would eventually turn itself off. He also said that if the light persisted to stay on, then to go exchange the vehicle for another one. A little later that day while I was attempting to make a right turn, the vehicle would not stop and the steering wheel was also unresponsive. Thus, I ended up colliding with a fire hydrant and sustaining minor injuries. This situation all could have been avoided had I begin a safer vehicle that was up to Enterprises standards.

  Business response

  08/05/2022

  Business Response /* (1000, 25, 2022/07/05) */ 7/5/2022 Better Business Bureau Dispute Resolution Team Attn: Lisa Clay Subject: Complaint ID# XXXXXXXX ********: **** ******* To Whom It May Concern: This letter is in response to a complaint brought against Enterprise RAC Co. of Baltimore, LLC by **** *******. After careful consideration and review of this claim we maintain Mr. ******* is responsible for payment of the damages in question. During the course of Mr. *******'s rental he unfortunately had an accident in the rental vehicle that caused some damage. Mr. ******* brought a mechanical allegation to our attention regarding the rental which we promptly sent to our liability division for further investigation. Part of this investigation involved an inspection performed by the manufacturer. During this inspection, the manufacturer did not find any mechanical issues that would have caused the accident. Mr. ******* was also informed of the findings from the manufacturer. Per the signed rental agreement, the ******** accepted responsibility for damage regardless of fault or negligence of renter or any other person or act of God. Sincerely, Enterprise RAC Co. of Baltimore, LLC Jennifer ***** Risk Manager

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thursday, April 7 I picked up my rental to drive our son and his friends to Liberty College on Friday, April 8 and returning the vehicle on the return Saturday evening. The enterprise rental company was very busy with people getting off a bus from the airport. They were unable to give me a rental print out due to printer and computer issues. The whole process was draining because it was abnormally lengthy. Once outside to receive my vehicle to wait again because my guy was moving slow, I guess. There was a young lady who gave great ******** service trying to keep me busy while you guys were trying to figure things out. Once again being delayed. The manager comes out and says I could not leave because my member number for my points were not attached and they once again needed more time. Once again I had to wait. The manager came back out and said all was good but could I give him my member number for the points. After me looking for it on my laptop he said he would find it. He apologized and said we could keep the rental for an extra day for the trouble. As i approached the gate I had to wait again because the computer had not caught up in the system and it did not show me renting the vehicle at all. I asked to call inside and was given an almo card to call while i waited. I said this is enterprise and the gentleman said the number is the same for them all. Now i'm sitting here today and noticed that my card was charged for $274 and some change. Called the company to dispute the charge and was told they will call me whenever they can as soon as possible, after trying to offer me $50 back and then my 4600 points in return for the 274 and some change. I said no, you stole my money and your charge is not authorized its not my fault you manager did not notate the account. I asked to speak with the people at the BWI and was told I was speaking with them. No your speaking from home and you need to speak with your staff.

  Business response

  06/12/2022

  Business Response /* (1000, 12, 2022/05/11) */ The customer has been refunded.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. I recently returned my car to the Baltimore Washington International Airpot on March 23, 2022. Upon returning the rental car, I was verbally told by an enterprise employee outside that I would not be charged for March 23, 2022. My receipt stated that the total charges are $448.11. This receipt also reflects a total rental of four days. I flew into BWI on 3/19/22 my card was card then charged $224.06. Monday I called extended the car up until Tuesday! I reviewed my banking information and noticed four different charges. They are as follows: 3/19/22: $224.05 3/22/22: $112.02 3/23/22: $224.06 Totaling: $560.13 I sent emails a rep named Aimea Hall at the BWI Airport and she never contacted me. No Supervisor has contacted me nothing! This is absurd. In addition, I came to return my car the night of March 22, 2022 the company was closed. Furthermore, if I knew I would be charged for a full day on March 23, 2022 I would have kept the car. This morning March 25, 2022, I noticed that the final bill posted for $448.11 with an additional pending charge of $224.06 that has been placed on hold until March 29, 2022. I have reached out several times to customer service and place tickets regarding this matter. I also believe that I left my work cell phone in the vehicle. I have filed a lost and found claim online. In addition, I have been calling and calling the BWI location yet no one has returned my call! I am requesting a refund for the charges of March 23, 2022 considering the mere fact that I was verbally told an employee that I would not charged for March 23, 2022 because, I returned the car before 12:00 pm. It is a disservice that I was informed the wrong information and charged .I will be filing a complaint with the Better Business Bureau today! I am a Enterprise Plus member that has been renting with this company for years! I have never experienced such poor customer service. Respectfully, Marqueta ******

  Business response

  05/04/2022

  Business Response /* (1000, 12, 2022/04/13) */ She was only charged 4 days at amount quoted to her. Shows returned 3/23 but charged through 3/22. The 800# customer service still issued a refund of 1 day for service, so she ended up only paying 3 days vs. the 5 days she is stating below. The $112.02 is a refund not a charge. All has been taken care of plus some on this one. I will follow up with the customer to clear up her misunderstanding of charges.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On December 2nd or 3rd, I started a rental through my insurance company. My car was totaled so I went to Enterprise the place where I normally go to rent my vehicles for at least 7 yrs plus I had a lot of unexpected life situation happen during the these last week February 10th till now March 7th one of which the card that they were charging was lost/stolen while I was in North Carolina transporting my sick Grandmother back home to Baltimore I didn't get a chance to call them so they came an recovery the vehicle in which the card might be in. On Saturday 3/5 when I call the branch to tell them I forgot to bring in the new card and that I was going to pay any of the amounts owe Michael at the branch spoke to me very rudely unprofessionally. I asked him about my things that was in the vehicle during the recovery "he said u signed a contract Didn't you" I understand that I owe the company money but to be black listed in should a way is obscured. He told me the rental was taking to BWI and to call them, and I would have to put in a claim for my lost items, which the items where not lost it they recovered the rental. I was giving the run around about the process to return the keys make payments and to get my things from the vehicle I called all the #s I was given 8554000862 and 8338560899 just a few. I gave my information to 2 different reps over the general customer service line and they stated someone would reach out to me.I think that the process should be much different. On Monday 3/7 I called (314) 512-5000 spoke to a lady who gave me 4104124620 for risk management, I spoke to Ashley who told me to go to the branch and pay and as far as my claim to get my lost items she would look into that claim. And have a lady named Miss Shirley to give me a call because she handles the claims for lost items.

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