“ENTERPRISE HAS HORRIBLE CUSTOMER SERVICE!!!!!!!!!!
My personal car broke down an hour and half from home. We had just started our vacation and were on a 4 hour trip. We eventually got a tow and uber to the Tampa Airport to pick up rental from Enterprise. I though my car would be fixed the next day but due to tow truck driven who never delivered my car to the dealership... until I threatened to call the police and report it stolen. So I had to change my drop off date. I contacted Enterprise on Sat to change my drop off date and now a different drop off location. I was told that customer service could not authorize this and I had to wait for a phone call or an email stating IF I can keep the car and IF I can drop it off closer to my home rather than 2 hours away. I did receive an email at 10 pm Sat night from a Karine Green asking me where I wanted to drop the car off. I had already given the location to the cust rep on the phone... so much for passing along info. I responded immediately with the location. NEVER HEARD BACK from Karen Green until Sunday 08/10 /2025 at 2:54 pm that it was ok to return my car to another location and all the fees that are involved. Now mind you I was to turn my car in at the Tampa airport on Sunday at 3:00 pm. and I'm two hours away from the Tampa airport when that email comes in.
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EMAIL FROM KARINE GREEN AT 2:54 PM SUNDAY:
Green, Karine
Sun, Aug 10, 2:54 PM (3 days ago)
to me
Hello, this is Karine with Enterprise, Alamo & National Rental at the Tampa International Airport. Please be sure to get a paper receipt upon your return and take pictures of where the vehicle will be parked upon return to ensure you, and the vehicle have safely returned.
Most non-airport locations have set hours. Please try to return during these hours. Returning when they are closed could result in an extra being charged as they will not be able to close the contract until they reopen.
You are good to return there without drop fees. The only charges from extensions will be your daily rate plus taxes and fees as this is how we always extend rentals.
Please reply all in case I am away from my computer then someone else can help you.
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I had to call several times on Sun and actually had to yell in order to get to a supervisor. Supervisor could do absolutely NOTHING either!!!! Question... why do you have an escalation dept if they cant do anything. I stayed on the phone till I received an email from the idiot in escalation dept to state it was ok to at least keep the car till Monday, BUT HE STILL COULD NOT STATE WHERE I COULD DROP THE CAR OFF. The way Enterprise was treating me, they would have called the police to say I stole the car. In the end of this mess, I just dropped the car off at a location I picked and could care less.
I travel ALOT and have always used Enterprise. Lets just say I canceled my next four rental cars (that I had booked this month already) with Enterprise and went to AVIS.”
“We rent from them a lot this weekend we rented but when we got back we took the car right back due to another travel that we had in the morning. The car gas was not where it should have been they charged us $5.08 a gallon to fill up and that is highway robbery especially when gas is just $2.76 here where we live.”
“I recently had a frustrating experience with a car rental company that I feel compelled to share. After making a paid reservation, I encountered significant inefficiency and rudeness from the staff at multiple locations. However, the Broadway location stood out for all the wrong reasons. A Hispanic female staff member was particularly unhelpful and rude, even telling us to leave despite our reservation. This level of service was unacceptable, and I left feeling disheartened and frustrated. I won't be returning to this company in the future.”
“Had a car that was a deluxe model. Had engine trouble on our trip and had to switch out to a car that was smaller and base model. Told the representative that it was too small. He said they had nothing else. Called the 800 number and explained our situation. Told them we needed a bigger vehicle to get us home by the end of the week. Called every day and was hung up on multiple times. We finally got ahold of someone who sent us 1.2 hours out of our way to get a mini van. When we arrived at the facility the man had not been contacted and he had no vehicle to trade us out. Called the 800 number and our local branch and were hung up on by both. By the end of the week we still did not have a vehicle big enough and had to leave items at our vacation spot. 12 hr drive home with 2 adults in the back seat that could not get comfortable because we had luggage at their feet. Very very dissatisfied with this. Horrible customer service and communication on your part. Will never do business with you again.”
“Well, I took the car back to the Enterprise office on Orange Blossom trail in Kissimmee after renting it in Pennsylvania and moving back down to Florida. Anyway, I went over there to return the car and was told that they could not drive me back to my residence because I am to far from the office. They said that they only drive at the most five miles to take someone home. My house is 5.7 miles from the office and that is why they cannot drive me to my because it is 0.7 miles too far. That is SO RIDICULOUS. Anyway, that is why I am leaving a bad review. So now, I have to go out and buy a car just to be able to get around because the bus service here in Kissimmee, Fla is terrible.”
“I rented a car in Sunny Isles Beach Florida. TRhe car was delivered filthy and the smell of smoking was so strong that I had to have all my clothes cleaned.”
“Enterprise Rhinelander River Street
Manager is unprofessional!! DO NOT RENT A VEHICLE FROM THIS ESTABLISHMENT!!!! Charges to my Credit card $767 for damage waiver fees? When in fact SAFELITE damaged my truck when replacing my windshield so it wasn't suppose to cost me a penny. MORGAN said she just needed my credit card on file to hold but placed 3 different holds on my card putting me over my limit. Then MORGAN said if I came back to have the rental inspected the charges would be removed, no explanation about damage waiver fees, office was full of people waiting, a new gal training. Tried calling but could never reach Morgan or her "manager" ..poor business ethics. Safelite took my rental back to the Wausau location and MORGAN wasn't smart enough to figure that out. No damages to the crappy car I was given. Will never be a next time, I would rather walk. Oh and the check/change oil light was on the whole time.”
“Stay away! from enterprise car rental.they will charge you card with bogus citations and tolls charge you a huge sum and then they wont answer your calls to address the situation.”
“My brother rented a truck for a family reunion trip & the truck kept breaking down, would not start back. We had ro call a tow company. Enterprise said we are responsible for the roadside $65.00. That is awful customer service especially because Enterprise is the one that gave an unreliable vehicle in the first place.”
“First off I rented a compact car. When I got to the Enterprise on it St Matthews road in Orangeburg South Carolina mind you my appointment was for 8:30 and then leave out of there until almost 10:00 waiting for a car. When easily they could have accommodated me and upgraded the car. I have no problem with compact cars but this car sounded like the engine was going to fall out it shook and rattled. And the acceleration was horrible. The car drove like the engine was going to fall out.. other than that it was good on gas it was just a bad car needs to be taken off of the road.”
“We went to pick up a car at Enterprise total at pickup, $68.00 we get there, they will not rent to me without a credit card because I have an out of state license. Then my brother in law was going to rent it and then it was a $68 plus a $309 dep. No where does it say anything about a dep. Now we have no car to go to the wedding.
Thank you Enterprise”
“Reservations at enterprise does not guarantee a car! Sitting here, two hours waiting on a car that they said it was on the way, only to hear 15 minutes before closing the cars are not coming in and for us to try another location. Rude, no apology - there response is my area manager said , the cats are in route but obviously there not here 🤦♀️”
“Had an Enterprise rental for 7 days in July 2025. During that time, I needed to drop someone off at O'Hare so took my iPass with me. It appears my iPass registered one toll on the way there but missed a toll on the way back. The toll was $1.50. The Illinois tollway penalty for 0 -30 days is $3.00 plus the toll ($1.50), which I fell into. Enterprise charged a violation fee of $25.00, an 8x+ increase over the Illinois toll. Seems exorbitant.”
“I rented a car in Miami Sunny Isles on July 8 returning on July 11. The car was dewlivered filthy and with a strong odor that ther attendant said was deodorizer. When the deodorizer wore off in a few hours the car smelled strongly. of smoking. I. had to haver my clothes cleaned and now I am getting a run arround from Enterprise on reimbursement”
“Booked rental car July 9th through 13th. Added
I-pass to vehicle prior to leaving. Post return of vehicle, I received a charge from Alamo for tolls. Upon realizing card was charged, I investigated the charges from both Alamo and I-pass. I found out, Alamo was double charging me for what I-pass already charged.
Called Alamo and was told an investigation would be conducted. After a while of only God knows what, I received a response from Alamo stating they would not refund the double charges but offered me a $4.95 inconvenience credit.
This is ridiculous because I had proof of toll charges both billed and paid from and to I-pass. They would not honor this stating, times dates don’t match however times were off by minutes and days were same days as my trip.”
“I am disappointed not only in the vehicles but customer service as well. I had 2 friends and their kid have to swap out 2 vehicles because first one broke down (oil change needed to be done in 2024) and the other one the battery died in the middle of nowhere up in Pennsylvania. You are failing to follow through with the most basic preventative vehicle maintenance and you are putting any families in danger due to this failure. You need to get your heads screwed on right and do TRUE preventative maintenance on all your vehicles or get out of the business of renting cars.
They called your customer service 24-hour line 3 TIMES and each time they were hung up on. When they finally were able to speak to one of your people, they said that no one could come pick them up, send a Lyft/Uber until 0800. They were forced to stay in a Sheetz truck stop with their 6 year old kid until you could be bothered to send someone out in the morning. Even though you did send out a tow truck, you would NOT allow them to even try and fix the car and if he was going to tow it, have my friends remove ALL their stuff before it was allowed. They chose not to remove their stuff from the rental because of their location. Lo and behold, 0800 comes out and there is no Lyft/Uber there as promised and when they called, they were informed that you (Enterprise) had no one to send out. This is unacceptable as a car rental and customer service. If you promise something, you better follow through!
Furthermore, when the parents of one of my friends called to make a reservation, the person they spoke to said they could do the reservation in their name and have it picked up by their daughter. When the day came for them to pick up the car under her parents name, they didn’t have it and said it was against your policies. If you promise a rental (even if it is against your policies), you MUST follow through and make that an exception or tell them when they call the policy and not give false information/hope.
I would like to commend the personnel at the Sheetz Truck stop for being extremely accommodating and understanding of my friends’ plight, unlike the Enterprise Car Rental company. Enterprise, due to your negligence in maintaining your cars, good customer service and not willing to work with my friends, you not only ruined your reputation, but you literally put in danger my 2 friends and their 6 year old. You should be ashamed of yourself and give them a full refund because of all the difficulties and danger you put them in. I will not be using Enterprise due to this extremely poor event that not only affected my friends, but their parents as well.”
“Was guaranteed 3 times a car would be available for me, just to drive 30min and be told they had no car and wouldn't for 2 more days. Mind you made the reservation 3 days prior. They need to stop LYING and guaranteeing cars if they don't or won't have them.”
“Unexpected One-Way Fee During Family Emergency – A Difficult Situation
"I recently rented a car from Enterprise in Colorado for a planned round trip. Unfortunately, while I was in Michigan, I received news of a sudden death in my family. This unforeseen and tragic circumstance required me to make a one-way trip back to Michigan, making it impossible to return the car to Colorado as originally planned.
When I explained the situation to Enterprise, I was informed that I would be charged a significant one-way fee because the car couldn't be returned to its original location. While I understand that one-way rentals typically incur a fee, it was incredibly challenging to be hit with this unexpected charge during such a difficult and emotional time. This was not a pre-planned decision but a direct consequence of a family tragedy.
I was hoping for some understanding or flexibility given the extenuating circumstances. It added considerable stress to an already heartbreaking situation. I believe there should be more consideration for customers facing genuine emergencies like this.”
“I wish I could give zero stars... Negative 5 stars. I booked in March for a trip the last week of July... Enterprise customer service reps are lairs... Do believe anything they say!!! The branch managers are the only ones you can trust. Florida desk staff are rude!!!! Sent entire vacation sitting in Enterprise waiting for a vehicle because the transmission light came and vehicle lost power.. Can't drive the vehicle and they have no vehicles. Have to sit for hours wait for promised calls that they never make. In hopes of getting another vehicle.”
