Enterprise Rent-A-Car — Local services in Rome

My car is being repaired so the insurance company approved a rental through Enterprise. I’ve used them before, mostly great experiences… not so this time. Day two of having the rental I smell burning oil, but I couldn’t tell if it was just in the air or if it was the car. Day 3 I back out of my carport, realized I left something in the house so I stopped where I was jumped out of the car to go inside and saw the huge oil stain in my carport. I did note that on the driver side window in blue wax crayon I could see the remnants of a note that said check engine light oil with the date 10/18. I tried calling the rental office that day and the next only to get continuous ringing and disconnected. I didn’t drive the car for the next couple of days until I reach them to arrange to have the car picked up and exchanged it was a bit of a hassle including them asking me to take it to a shop but I finally got the car exchanged.

I ended up having this car for the for 30 days and needing an extension because my car repairs were not complete. This was my experience on Saturday, 11/27/2021…

Throughout the rental there were issues with Enterprise applying charges to my credit card when the insurance company stopped paying. I won’t blame Enterprise for the insurance company’s lack of communication, but I will blame them for not honoring the request to call me prior to charging the card because I keep it locked to avoid fraudulent charges. This happened three separate times. I called Enterprise to let them know that I had spoken with the insurance company, was aware that the 30 day period was about to be up and told them I would need to extend the rental and gave them the date. I was ready to pay then but was informed that they had already attempted to charge the card and it declined so he would have someone from his staff call the next day around 9:30a. No one called. I called them and again, same thing… already attempted the charge try again on Friday. Saturday I call them … the staff advised the person I had been speaking with was off. Same issue with charging the card (I can’t make this up…a simple call to before would have alleviated this) … The Enterprise employee threatened me with escalating the issue, raised his voice to me, and accused me of trying to steal the rental because I didn’t want to give them a different credit card number even though I offered to come to the office to complete the transaction. I preferred not to use multiple cards but I’m aware that this person has all of my personal information and sounds as if he’s about to snap so I reluctantly gave him a different card number and asked for an assurance that the other card would be removed. He said he would email a new rental agreement and confirmed my email address. I have never experienced anything like this and to be accused of stealing a car was humiliating and add to that basically being bullied into giving info was traumatizing. The employee never emailed the new agreement. This experience with Enterprise has by far been the worst rental experience I’ve ever had. First they give me a car that has engine/oil issues and then the employee’s unprofessional attitude and bully tactics were reprehensible. I cannot blame Enterprise for the lack of communication from my insurance company, but that does not excuse the staff’s behavior. I had a simple request from the beginning … call before you charge the card so I can unlock it. The employee’s attitude was misogynistic and his behavior was inexcusable and he has a lot to learn about customer service, how to communicate, and specifically how to speak to people who are spending their money with your business … listening not debating, and checking your emotions at the door. His attitude made me wonder if he would have spoken to me in that way if I wasn’t a woman.

As of 8pm this evening there is still no email rental agreement from Enterprise and there are charges on both of my credit cards. Exactly what I was trying to avoid…. And I have screenshots of the oil stain and the pending charges...

An apology goes a lot farther than staring me down!!! I rented from Shorter Avenue in Rome, Georgia. My reservation was made for midsize SUV early June picking up on July 17. When I arrived, (after confirming, the day before on the 16th) at 5 PM for pick up (Alex), who was told to be the branch manager informed me that they did not have any vehicles in the midsize category, that I “would have to take a small compact car” and showed me aCorolla with zero apology, only excuses, that they have not had any in inventory for rent all week, and there was nothing else he could do. When it is this company‘s policy to upgrade vehicle class when my reservation class is not available. I was told that I could wait there to see if anyone returned an SUV, but that “he could not tell me if anyone would be returning for sure”. I asked him why I did not receive a phone call earlier in the day to let me know that they did not have any vehicles available for me and he told me “he could not see his computer screen”, and that they “WOULD NOT call their customers to find out if they were returning their vehicles, I would have to wait because there is no other enterprise around for miles” and Alex proceeded to stare me down and give me nasty looks. Chad, who I was told to be the assistant manager was polite and professional, and began looking for another option. He found a Nissan Rogue “at the body shop near the stadium in Rome” who sent two employees that promptly took off at 5:30 PM to pick it up from the body shop and run it through the wash for me to rent and were back within 30 minutes. Chad handled my walk-through and I questioned him about the damage from whatever was happening with it at the body shop. He told me “there was no damage that sometimes people drop them off at that body shop.” I took my rental on a 7 hour drive for my vacation. While in route, I noticed the vehicle was not shifting properly and there was still blue overspray from being repainted on the windshield, which I have pictures of, and tells me there was damage to the vehicle and not just “dropped off there for a return”. I called the local Enterprise and was advised to go to the Myrtle Beach airport for an exchange and was given a Mitsubishi Outlander, which was much smaller and unable to fit comfortably all the items that I started out with. I have been an enterprise customer for over 20 years. I have rented from the Shorter Ave., Rome location multiple times in the last few years with the same rude attitude from (Alex) I’m also a member at Sixt and I would rather drive to Buckhead or the Atlanta airport to rent from Sixt than to ever rent from the Rome location again. While on the return from my trip, I called the Rome location multiple times asking to speak with Chad to no avail, (I was told they still had not received any vehicle inventory) in an effort to discuss return options, because I encountered bad weather and heavy traffic that would have delayed me past my return deadline. I chose to extend my rental a day through the website, then immediately received a phone call from Chad. I made a phone call to the enterprise in Cartersville and spoke with a nice gentleman who said “they had no problems with inventory at that location and apologized for the terrible service received in Rome”. IF and that’s a very big IF, I ever rent from Enterprise again, I will go to the Cartersville location and I will advise...

Place is terrible they have legally stolen almost $2000 of my money which I’m assuming has something to do with the manager who owns it and the employees because they say they haven’t received any payments but yet my bank account shows otherwise they Took off with this rental car at 2am and woke my special needs children our rental car that we absolutely have paid for. we have tried to contact corporate we have tried to contact the owner Brent Queen ...we have tried to contact other business owners that have enterprise we have done everything we can and they have done nothing except be rude and hang up on us they said there was a communication error trying to say that Our phones have been disconnected when they have tried to call. we have proof from our provider that our phone has never been disconnected and actually they say the 3 phone numbers are all disconnected BOGUS! once in the beginning they contacted us about the rental service and how we liked the rental. I have called them twice to see why such a large amount was taken out and thought nothing more of it. they are single-handedly stealing from people and the owners name is Brent queen he refuses to return my phone calls Corporate will do nothing but send me to customer service and tell me that they flagged it for a corporate manager to call me back which has not happened so now I have called the Better Business Bureau I’ve made a police report in my town of Calhoun and now I’m going to take another report in Rome Georgia where they are from. my bank now is investigating it and put it as fraudulent charges because enterprise them self are saying that they haven’t received payments that their are payment issues. I would advise anyone not to rent from the Rome Georgia enterprise or really any enterprise at all. I feel that my bank card has been miss used and that someone is pocketing my money and I can only assume that is the owner again Brent queen...beware I’ve never had an experience like this at all and this is very scary knowing that people can get your debit card number charge it and pocket the cash and say you never paid it I can’t get anyone to speak with me All I get us rude responses and get hung up on. Really????? I would think twice before renting from Rome enterprise and to be honest again if they did it to me they’ll do it to someone else please be advised and beware!!!!!!!!!!! By the way I give no stars but in order to post I have to...