This company is one of many that really takes the cake. They work in conjunction with a group called Veterans advantage to reward veterans with a membership in this organization with a discount as a thank for for their service.

This once again goes to prove how actions speak louder than words. I went forward with the "discount" under the assumption I was getting a "good deal". The final quote for the rental came in, with the discount, at over 200.00 higher than the average quote from every other rental agency WITHOUT a discount.

It gets worse when I try to get assistance. In order to get someone to chat with you they will waste nearly 10 minutes of your time making go in circles with a virtual assistant. Reputable businesses give the option to ask for an agent immediately. When I finally got someone I asked why they needed my email before I could speak to someone. She responded that it is so they can pull up my reservation. I explained I didn't have a reservation so explain to me again why you need my email. (the true answer is so they can log it and then email you non stop with marketing and likely sell your information). Has nothing to do with a reservation.

When I confronted their corporate employee who responded to my complaint and said the only reason they ask for all this information which they inevitably will ask for again is simply to keep you busy for the long wait to get someone because they don't want to apropriately staff their customer service department. While you think the person you are chatting with is paying attention to you they are not. They are pulling up the next persons info and preparing for that conversation while they throw out an occasional scripted response that frequently has nothing to do with what you are trying to get resolved. The apologies, etc; all scripted and set up to drag things out so they can say things like, "give me a second while I review the previous conversation" when there was none. Or I'll look into that. They are then jumpting to another customer and playing round robin.

Enterprise and many other companies don't value their customers at all or that wouldn't be happening. When I'm spending 500.00 on a car rental and need to clarify something it shouldn't involve 2 hours of my day being wasted.

When I brought this up to their leadership they actually had the nerve to say this.

"It is true that the 100+ agents in this department and 1000+ agents in other departments juggle multiple messages, emails and calls at the same time. However, this is the most efficient way to address our customers. I have been doing this almost ten years and can honestly say this method has been the best way to handle our volume and customers, which is less than 10% of our total volume."

The most efficient way to hand our volume and customers is to waste their time and have our agents juggle multiple calls so they can't pay attention to any one person and leave people sitting waiting for resonses for up to 10 minutes at times. However she is right it is the most "efficient" way to handle their customers if the bottom line is simply doing business as cheaply as possible and prioritizing gross profit over customer service. It essentially serves the business not the customer. What would serve the customer is to have a person respond right away and help resolve the issue and direct them elsewhere if needed. That's how it used to be and nobody went out of business as a result of delivering good customer service. But the focus now is greed.

As far as the price gouging which is what it essentially was the excuse given was that rates change all the time based on the market. I am well aware of that. However every other car rental company is in the same market and as I stated not only was enterprise the most expensive with a discount, by hundreds of dollars but in a few cases their rates were double what other people were quoting. As far as I know all those other companies are still making money.

This is not an uncommon occurrence either. Veterans are taken advantage of frequently with scams like this. However the absurd rationalizations and the dismissive "we will forward your feedback" speaks volumes. This is not a company you want to do business with you claim to support veterans.

DO NOT DO BUSINESS WITH THIS COMPANY. I gave them a one star rating in this review only because zero stars was not an option. I recently rented a car from them in France and they tried to defraud me in the amount of 1,500 Euros.

My wife and I went to Europe in September. We started out in Switzerland on a river cruise which terminated in Paris. We then rented a car in Paris from Enterprise, which rental we had arranged in advance. The car rental was 315 Euros and I had to give them an authorization on my Visa credit card for a further 1,500 Euros to cover potential damage. We drove from Paris to Normandy, where we spent two days touring the beaches, and then on to Calais for another two days before taking the train to London. We left France on a Sunday and those of you who have rented cars in France may be aware that the car rental agencies in France are all closed on Sundays. Accordingly, there was nobody from Enterprise in Calais to take delivery of the car at dropoff. We knew this in advance and were advised by Enterprise that this was not a problem - we just had to leave the car in a designated area in the Calais Ferry Terminal parking lot and then put the keys in a drop box at the [closed] Enterprise office inside the terminal. This we did.

Two days later, I received an email from Enterprise advising that [a] the rental vehicle had suffered windshield damage in the form of a large crack that ran halfway up the windshield to the middle and [b] they were charging my Visa account with the additional 1,500 Euros. A couple of points here:

1. There was zero damage to the windshield or any other part of the vehicle.

2. When we dropped the car off, I took a video and several pics, which clearly showed there was no damage.

I immediately fired off an email to Enterpise, denying that there was any damage and advising them that I had photos to prove this, not to mention three witnesses [my wife and our two travelling companions] who would attest to same. I also demanded that they provide me with their own photo evidence of the damage that they were claiming. They replied that they would refer the file to their regional manager and that he would respond within 5 business days. To this day, despite numerous follow-ups, I have never heard from him.

I then called my Visa issuer from London and advised them of the situation. They told me that since I had in fact authorized the full 1,815 Euros [315 for the rental and 1,500 for the deposit] they could not simply reverse the payment; however, they advised that there is a Visa process whereby fraudulent claims such as this could be disputed. I said fine, I would call them when I returned home to Canada.

I called Visa when I got home a couple of weeks later and they opened a file. They asked for, and I sent them via email, a letter outlining the whole situation, including copies of my email correspondence with Enterprise, the rental agreement, and the photos.

After reviewing my information, Visa advised that they would initiate a dispute on my behalf. As they explained it to me, the dispute would be filed with Enterprise's Visa bank who would then invite Enterprise to respond. If Enterprise did not respond within 30 days, or did not present a reasonable case, then my money would be returned. If Enterprise did present a reasonable case, and its Visa bank agreed, the matter would go to some Visa International body for arbitration.

Happily, but not surprisingly, two weeks following the filing of the dispute by Visa [which included my photo evidence], Enterprise gave notice that they were dropping their fabricated damage claim and that my money would be returned, proof positive that their actions were an out and out scam. I now have all of my deposit money back. My Visa bank [CIBC] was fantastic in all this and I doubt I would have been able to recover my money without their support, short of initiating a lawsuit in France. No apology or any other communication from Enterprise has been forthcoming. I have always rented from Enterprise in both Canada and the U.S. but after this experience, I will never do business with them again.