Navigating citations and tolls after a rental car trip can often be confusing. At Enterprise Rent-A-Car, we understand this and strive to make the process as transparent and straightforward as possible. This guide answers frequently asked questions about citations and tolls incurred during your Enterprise rental, ensuring you have all the information you need for a hassle-free experience. We consider this part of our customer care commitment – providing clarity and support even after your rental period ends.
Understanding Your Citation or Toll Notice
How does Enterprise know I incurred a violation or toll?
When a citation or toll is generated by a municipality or toll road authority, they identify the vehicle by its license plate. As the registered owner of the vehicle, Enterprise Rent-A-Car receives this notification. We then cross-reference this information with our rental records to determine which customer rented the vehicle at the date and time of the incident. The notice you received is based on this process, indicating that you were identified as the renter during the relevant period.
What are my options for paying a citation or toll from my Enterprise rental?
For your convenience, if you used a credit or debit card for your rental, Enterprise will automatically charge the card on file for the toll or citation amount, along with any applicable administrative fees as outlined in your rental agreement. This automated system is designed to simplify the payment process for you.
Alternatively, if you prefer to pay by mail, you can do so. Please send your payment, along with the citation number (clearly indicated in the letter we sent you), to the following address:
Enterprise Rent-A-Car Citations
PO Box 4033289
Atlanta, GA 30384-3328
Please ensure to include the citation number to ensure your payment is correctly processed and applied to your account.
Why am I being billed for a violation I believe I already paid to the issuing authority?
Mistakes can happen, and we want to resolve them quickly. If you have already paid the citation or toll directly to the municipality and believe you’ve been charged in error by Enterprise, please submit a Proof of Payment via our online form: Proof of Payment Form. Our customer service team will promptly investigate your claim and respond to your inquiry to rectify any incorrect charges.
Can Enterprise provide me with a copy of the original violation or toll notice?
The notification you received from Enterprise contains key details such as the date, time, and location of the toll or violation incident. While we understand you might want to see the original notice, Enterprise typically receives electronic notifications from toll and violation authorities. This digital process helps reduce processing time and administrative costs, allowing us to manage these efficiently. Therefore, paper copies of the original tickets or violation notices are generally not available to be forwarded. The information provided in our letter is derived directly from the official electronic notification and includes all necessary details for your understanding and payment.
Why did I receive a violation or toll notice directly from local authorities?
In some regions, Enterprise collaborates directly with local authorities to streamline the transfer of liability for tolls and violations to the responsible renter. In these cases, you might receive a notice directly from the local authority. While you will pay the violation or toll directly to them as instructed in their notice, please be aware that Enterprise’s standard administrative fee will still apply. This fee covers the costs associated with processing and identifying the renter responsible for the incident, regardless of the payment channel.
Why am I receiving a bill now, weeks after my rental ended?
The timing of toll and violation billing is dependent on the processing speed of government and toll agencies. Enterprise relies on these external agencies for all information related to tolls and violations incurred during a rental period. It typically takes between one to four weeks for us to receive this information. In some instances, due to agency processing times or complexities, it can take longer. Our commitment is to notify you as soon as we receive official notification. As stipulated in your rental agreement’s terms and conditions, renters are responsible for all tolls, fines, violations, and associated costs, in addition to Enterprise’s administrative fee for processing and billing these charges.
I used my personal transponder during the rental. Why am I still being billed?
If you used your personal transponder in the rental vehicle and believe the toll charges are incorrect, we want to help resolve this. Please complete our Proof of Payment form: Proof of Payment Form. A customer service representative will investigate your situation and respond within two business days to assist you with this potential discrepancy.
Why am I getting multiple bills for what seems like the same rental period?
Our billing system is designed to provide itemized notifications. Each toll or violation incurred during your rental period is processed and billed individually. This means you may receive multiple bills if you incurred multiple incidents. This system ensures transparency and allows you to see the details of each specific charge.
What is the administrative fee Enterprise is charging?
Enterprise charges an administrative fee to cover the costs incurred by ourselves and our affiliates for managing citations and tolls. This fee encompasses various administrative processes, including receiving notifications from authorities, identifying the responsible renter, processing payments, and customer service related to these incidents. This fee is detailed in your rental agreement and helps us maintain an efficient system for handling these necessary post-rental responsibilities.
Still have questions about a toll or violation?
For any further questions or clarification regarding a toll or violation you received during your Enterprise rental, please do not hesitate to contact our customer service team.
By Phone:
- United States Toll Free Number: 1 (800) 935-0112
- International Toll Free Number: 800 0910 1111
For questions specifically about the TollPass program, please visit our TollPass Program FAQs.
We are committed to providing excellent customer care and ensuring a clear understanding of all charges related to your Enterprise rental experience.
