Enterprise CarShare

I first opened my account in February 2015 but I signed up using my husbands card. No big deal at that time they didn’t have all the clearly stated policies the the name must match and so on. I was sent membership card and had access to the site. After about a week I finally had a reason to use the service and was no longer allowed access to my account. Confused, I called customer service. After a lengthy conversation about how my name and the name on the card doesn’t match, and trying to figure out why didn’t that stop me from getting approved in the first place i decided i wanted to just close the account. I was told it wouldn’t be a problem.
Fast forward January 2016, i apply to open a carshare account because at this point im now 8 months pregnant and need periodic transportation. For about two weeks im emailing back and forth with a rep about how i still have an account that is open and all i need to do is change the cc info. It seems a little fishy to me that almost a whole year goes by with no action and enterprise carshare wouldn’t decide to contact the member or close account due to inactivity, but i figure hey its open lets just do it. Then im told i cannot use my coupon code because its for new members only. Whatever.
Friday the 29^th, my very first time using the car service i am stuck at union station in freezing temps with my 6yo. i make a hasty decision to rent the first car i see. On top of only being able to rent the car in 15 minute increments and not being able to open the doors until exactly 8:30 (we were standing in the cold for ten minutes) the car was filthy. I should have just cancelled at that point and caught a cab. Anyway, upon arriving on my side of town i decided i was going to fill the gas tank because it was less than half when i got it and i was told i would get charged if someone reported it after me. Had a minor issue but then everything sorted itself out. Going to park the car i couldn’t get the doors to lock. At this point its only 10pm and there is still 30 minutes in my reservation. I decide to call customer service just to make sure i was doing it right. Remember, 1^st time using the service. By the time i get on the phone with a rep the door does lock (10.30) but then im told if i leave the car somewhere other than where i picked it up i will be «charged an enormous fee and risk having my service terminated». Uhmm what?!? How inconvenient.
He graciously extends my reservation another 30 minutes so i can get across town to where i picked the car up from. An extra 5.50 $ charge on top of the 22.00 $ charge for the initial reservation.
Upon my arrival i get lost trying to figure out how to get back up to the designated parking spot which takes about 10 extra minutes. I finally get the car parked and i have a very bad taste in my mouth about the service.
Saturday the 30^th i get a message from my account saying i was charged another 57 $ from enterprise. Calling all morning no answer.
Today i call and speak to a rep and she gives me a one time grace and waives my fee because i was 10 minutes late dropping off the rental and lets me know my member fee is due of 44 $ Yeah ok lady when will my money be back in my account? about 3 – 5 business days. I get off the phone and see my 57 $ has been applied to the membership fee!
NO, I call back to make it clear i do not want any more of my money going into this service and would like to cancel at once. I was told i would be getting an email stating my service will be canceled and i will be receiving my refund. If i dont have the funds back in my account by the end of the week i will be going to their office in person. This is ridiculous and no person should be subjected to this nonsense. This service is worse than comcast in my opinion.

After almost a year with Enterprise, I’m still not impressed. A few things to note:
–When I joined, hourly rates, including the weekend, were $ 5. It was so convenient and cheap to run a lot of errands last summer all over the area. After a few months, I noticed the cheapest rates were around $ 7-​$ 8/​hour. Now it has gone up to $ 10-​$ 12/​hour. It’s at the point where it’s cheaper to just go to Union Station and get a traditional rental car for 24 hours from Avis, Dollar or even Enterprise.
–Twice I have gotten rentals from lots that were secured and required a key card to exit and re-​enter, and both times the cards haven’t worked. I was struggling with trying to get the key card, located in the glove box, to open the gate and was convinced I was doing it wrong. Thankfully in both instances, the lot security officer came over and was able to open the gate. Both times they also tried the card supplied by Enterprise and didn’t have any luck. This has eaten into my rental time and has caused me to be late to events. I didn’t even bother calling their 800 number because I knew I’d be on hold forever, like my previous experiences with them. My suggestion would be to choose a car that doesn’t require going into a locked parking garage or lot. You may be trapped there!
–Also, the cars are not as well maintained as in the past. Several times I’ve gotten in cars with low fuel, check engine lights on and ones that are just plain filthy and have fast food garbage in them.
With luck, I’ll be buying a car in a few months and won’t have to worry about the mess that is Enterprise CarShare.

Was a customer for five months. Cars so-​so and variable (though I learned that there is a car with a back door on just one side — who knew?). Customer service terrible! Double charged me, gave me the run-​around trying to get it fixed, accused me of doing something to my card to make it not work. Did not even blink when I said I am closing my account because of bad service. Wonder what they will do without customers… Going to Zipcar.

My first experience with Enterprise Car Share was not good. I reserved the vehicle, showed up on foot since the location was near to me and no car. I called the 855 number and was put on hold for about 15 minutes while I stood on the corner, (that was the only lighted area I could stand since I was in a residential section. One of the neighbor’s from the neighborhood watch had already called the police. I explained the situation to the officer and he suggested I wait on the corner as it was safer than on the site where the car was supposed to be because there were no lights.
Finally, i did get a very nice lady who attempted to track the car down, but with no luck. She asked if I wanted to go to another location and they would pay for it. I declined explaining that I was walking that night and did not want to have to pay for a way home later. She canceled the reservation with no charge, but I had to adjust my plans for the evening which was an inconvenience. Also, she asked me if i wanted to keep a credit or reverse it back to my card. Since I wasn’t sure I was going to use them again, I asked for it to be refunded back to my card. That took 3 phone calls to get done. Each agent was very nice, but getting my money back was time consuming.
Experience #2 — my friend kept talking about her wonderful experiences so I decided to give it another shot. #2 was okay except I wasn’t sure if the doors were actually locked. The red light that indiates that the car is locked and rental is done was not visible. I also couldn’t use the gas card so I ended up putting gas in and using money from my pocket.
Experience #3 — today, went ok. I was met with a full tank of gas, the car unlocked without any problem, BUT, there was a STRONG odor of marijuana. I called the 855 number to let them know. The customer service agent was very nice and stated she noted it so I would not get charged and asked if i felt safe driving it. If not, I could switch cars and pay the higher rate. Not! When I returned it, (after riding with all of the windows down to get the smell out), i was able to clearly hear the car lock, and see the red button that indicated my rental was over.
I will try again in the future, but for now, I’ll stick to conventional rentals when i need them.
I gave them 3 stars because I have encountered really nice customer service when I had to call, but they need to have more on at night so others don’t end up standing on corners because the parking spaces where the cars are, do not have lights.

I joined because it was cheap. You get what you pay for.
1. I rented a car, it was not at its assigned spot, wasn’t there 15 mins later… I called, after some waiting time got through to a service rep, who was very nice, though took another half hour to figure out that the car was never going to be there. Apparently «there had been a problem with over booking and they had neglected to contact me» Needless to say by this time I was well on my way in a a hastily-​procured Zipcar, for which Enterprise paid, as well as giving me a credit for my inconvenience.
2. Next time I rent a car – (only for 1 ½ hours, well within the above credits) I get back half an hour early, park it, but then the car won’t lock with the card. I tried to call them – no answer. I spend 20 minutes on the phone waiting for customer service (OK, it’s 11:30 PM, but still there should be someone at the emergency line to help with situations that arise!) Meanwhile of course I’m trying my card every which way on the reader, I’m looking inside with a flashlight to see if I’ve left something on, I try everything I can think of. Finally I find I can lock all the doors from the inside door lock, AND that they will stay locked – of course I stick around for another 5 – 10 minutes waiting to see if the car will unlock itself on its own for some reason. (since I was waiting on the phone still). Eventually I left and went home, tried calling them again – no answer.
The week after this I happened to be checking my credit card, and I see $ 115 bill from Enterprise, even though I still should have a $ 20 credit that I haven’t used up (from part 1)! I call customer service and remonstrate; sure enough if you don’t sign out with your card they think that car is late. (although if it really were late, surely they should be calling the late arrival to see where they are – like they didn’t with the other person in part 1).
Anyway apparently this has happened before with their car (d)s, so they’re reversing my charges and giving me another credit. So their customer service is okay– but only when you can speak to them! (which is why I left it at 2 stars rather than the 1 they deserve for their general disorganisation)

What god-​awful customer service!!!
Like the other posters, I had to wait — and email, and complain — for over 2 weeks until I received my membership card. Virtually every single time I have rented a car from them, they try to charge me extra fees! On my very first try, I put the key in the glove box and was «fined» because I didn’t snap the key ring appropriately in the key ring snapper.
UMM… WHAT???
The second time, I used their app to extend my reservation 30 minutes. Two days later I get a $ 50 fine for a late return. Extremely rude customer service rep said that it was MY responsibility to make sure that their back end system processed my extension. Just seeing the extended reservation time on my app is not a confirmation that it actually went through.
UMM… WHAT!!!
This company is so godawful horrible. I’m going to contact corporate headquarters to complain about their business practices. But for now, I want my Zipcar back!

A member since mid-​July 2015! This is the best service ever! I haven’t had any problems and Customer Service has been very helpful. I did notice that it takes a little longer now for a live voice to answer. I assume the volume is picking up for customers in the DC area. I love the fact that I can reserve online without a hassle. You can make change/​update/​cancel (desktop view has more options than mobile view). Take make this simple: please keep in mind to PLAN AHEAD! Sometimes its not easy arriving at your reservation on time when you must reserve ahead of time. This takes planning your trip wisely from start to finish. Extending a reservation sounds easy but if someone has gotten to that time-​slot before you, it is best to be on time so that you won’t get additional charges. Please keep the vehicle clean and dent-​free. I respect these vehicles and do not want to drive after you if it was left in bad shape. Keep it clean and gas’d up! After all, that part is free!
My only peeve: A member who reserved at Dunn Loring Metro had a dog in the car. It had a strong freshly shampooed dog scent and I saw little tiny/​fine hairs on the seat and by the cup holders up front. I tried to air out but with the few hours of reservation, it just wasn’t long enough and I had to smell it the whole time!

Buyer Beware — Please Read This If You Are Considering This Service!
If I could give negative stars I honestly would.
Against my better judgment after reading some reviews here, I signed up for the Carshare program because there are some right across the street from my building and it seemed at first glance to be similarly priced to Zipcar.
I choose the ironically named «keep it simple plan» with an annual fee of $ 40. After about 10 days I received my Carshare card and two charges showed up on my account from «Carshare Rockville» for $ 44 and $ 27.50. Confused because I had yet to use my newly minted Carshare membership I investigated and found out that the $ 27.50 was for an administrative fee and background check, I guess it pays to read the fine print. So I am out $ 72 before I even begin to use their service, OK not a big deal but probably a red flag.
The FIRST time, I decide to use the service to run some errands a man backs into my car in a parking lot, I am definitely shaken up. A DC officer comes to the scene and I call the Enterprise customer service line to report the accident. The first thing the representative says after I let him know there’s been an accident is «you know that your rental ended 15 minutes ago and you’re late right?» Um, OK, I was just ran into by another car you don’t know if anyone is hurt and that is your first comment? I am able to drive the car to it’s home location but I did not properly turn the car off. I call Enterprise and it is the same gentleman before who chided me for being late to return my car, is there only one customer service representative there? After another half hour of attempting to reset the car and turn it off properly, as the car alarm is going off the whole time, we finally get it right after some trial and error. This was Friday afternoon at 2 pm, I am advised by customer service that since there are no managers available and the Damage Recovery Unit won’t be able to take a look at the car that day I should wait until Monday for some answers.
*Claims Process*
On Monday morning I get a call from a lady named Melanie who is the claims adjuster for Enterprise’s insurance division. She advises me that based on my description of the incident it should be a pretty open and closed case and worst case scenario might be arbitration where I would have to pay a portion of the damage, the latter seemed pretty far fetched to me so I was put at ease. I was told that I should expect to hear back in about 3 weeks and that I could contact Melanie if I needed to. This is where things started to really go downhill.
Two weeks go by and I decided to email Melanie to see if there was any response from the other drivers insurance company, I get an out of office reply from her email, good to see that the lady working my claim is not actually doing that. So I decided to contact the Damage Recovery Unit directly and they advised that Melanie could better answer questions about the claims process but in the end I would be on the hook for the $ 500 deductible. I finally get an email back from Melanie on July 27^th simply stating that she mailed the other party but there is no police report from the accident. I emailed Melanie back stating that the officer said she could contact him any time if there were any questions about the accident. No response. I attempted to call Melanie several times after that but was not able to reach her.
August 3^rd I receive another charge on my bank account for $ 70. I had already been charged for the rental in which I was in the accident and then they froze my account so I am unsure what this could be for. After a lot of confusion going back and forth with customer service via email I called them and I was told the charge was for the additional hour and a half (when I was reporting the accident and trying to shut the car off) and there was also a $ 50 late fee attached because the car was not returned in time. After the shock and disbelief wore off I told the customer service agent that I was in an accident and there should be some notes at least. She said she would waive the late fee as a «one-​time courtesy,» awesome.
Fast forward to this morning, August 9^th, and I have just received a bill for the full $ 500 deductible. In addition to the damages caused by the accident I was charged for repairing the front and rear bumper and lights, windshield as well as the ROOF, that is simply predatory.
No explanation from Melanie or the DRU or any further correspondence just a bill. This is definitely a cautionary tale because I did not select any supplemental insurance and I should have. But I was also treated terribly the entire time by Enterprise Carshare customer service, with zero empathy, and the hidden fees have amounted to a $ 600 bill for about 2 hours worth of actually using my membership. Do NOT sign up with these guys.

Signed up yesterday for the Enterprise CarShare at Suitland Metro with a «Free» Sign-​Up Deal. As it appears the approval process takes awhile and haven’t received an email as of yet. When I called customer service they only work Bankers Hours, Mon-​Fri 9 – 5, no weekends. Lackluster customer service is a Red Flag. I’m forgoing this service and will cancel my application on Monday. If I can’t reach a representative when all is well it’s not going to be any better when things go wrong. Caveat Emptor!

I have not had a happy experience with Enterprise CarShare. I am a member of other car sharing services and I use traditional car rental services on a regular basis. So, I can speak with some level of certainty about the poor customer service at Enterprise CarShare compared to their competition.
I won’t go into every detail; however, suffice it to say that every interaction with them was frustrating in some way. I completed three rentals with them; none of them without incident. Each one required multiple phone calls. Often, the customer service line was closed or if I reached someone at the number that was open the agents were unable to help me, So… yet another phone call had to be made (at THEIR convenience, not mine!).
Two times, my account was restricted because someone reported a «heavy smoke» smell in the car. I don’t smoke, I haven’t smoked in many years, I don’t live with smokers, nor was I any place where people were smoking. I didn’t smell any smoke smell when I got in the car (it smelled like new car smell to me). They never charged me a penalty, but each incident required several phone calls to get my account reinstated. And, I had to endure being «educated» by their representative (s). I can’t report something I don’t smell. I don’t like being accused of something I didn’t do. I especially don’t like condescending attitudes.
There are other problems I’ve had with this carshare service that I probably would’ve overlooked had the supervisors/​managers I spoke with been more appropriate in their dealings with me. As it is, I’ve canceled my account. There are other, better run, carshare services available.

I am happy with my first rental with Enterprise CarShare. The cars are located on the property of the apt. complex where I live. They were newer models and I enjoyed the car I drove. It was available at the time I arrived, fully fueled. I had the car for just under two hours. Everything went smoothly and I will definitely recommend the service to others.

I am extremely frustrated with the Fuel Card and the inability to reach anybody through «24÷7» Roadside Assistance when calling 855−383−1212.
First, I attempted to refuel my Carshare vehicle because it had no gas left. I made numerous attempts to authorize the fuel card. None of the numbers worked. Neither my Driver ID nor the Odometer was able to authorize the fuel card. I tried two different gas stations and eventually paid for the gas using my own credit card.
Second, I attempted to call the Enterprise Roadside Assistance number at 855−383−1212. I also attempted to call the number on the back of the Fuel Card. NONE, of these numbers were able to connect me to a customer service representative in a timely manner. In fact, I wasn’t able to reach anybody. It was only after I returned the car that I ended up reaching a customer service representative and she was completely clueless.
Third, because of my prolonged attempts at trying to use the Fuel Card and attempts to reach customer service assistance, I was unable to return my vehicle in a timely manner. I am stuck with a customer service representative who could failed to comprehend basic questions.
I’m giving 2 Stars because this service works, most of the time. Just not when you need it.

Enterprise CarShare :-/​First, I was locked out because someone reported the car had dog prints and a smoke scent. I do not smoke and I do not own a dog. I had to explain that it was not me. Second, I got charged $ 25 for low fuel! I didn’t realize that I was responsible for refilling the tank as a paying customer! The cars are usually dirty. If enterprise crasher wants to compete, they need to revise their business policy. Maybe look at competitors’.

I have continued to use Enterprise CarShare over many weekends. I cannot fault the Company or the Customer Service in any way. It has been a great experience.
Once, the car I booked failed to start, the previous user had left lights on and the battery had run flat. I called Enterprise and within 5 minutes I had another car and was on my way.
My only hesitation in giving good reviews is that everyone will use them and I won’t be able to get the car I want!

What a scam! They told me that I could use CarShare in VA where I live. Offered me a deal to sign up for $ 10. I got home and found out that there are not CarShare locations in VA and they charged me $ 11. They refused to refund that because it was used to run a check on my license and approve me as a driver. Yeah, that is right. They charged me after their rep scammed me with lies at a D.C. event. I used to think highly of Enterprise. Account close. I will no longer use them even for basic car rental. They were my go to place. What a joke.