“Extremely Disappointing Customer Service and Communication
I rarely write reviews, but my experience with this rental company has been so frustrating that I feel compelled to share it. It has now been over a month since I submitted a lost item claim, and I have yet to receive any response whatsoever. Here are the key issues I encountered:
No Response to Lost Item Claim
Despite multiple attempts and follow-ups, I’ve received no reply, update, or acknowledgment about my missing item. It’s as though the inquiry vanished into a void.
No Confirmation or Tracking Mechanism
After submitting my claim through the official website, there was no confirmation email, no reference number—nothing to indicate the claim was received or logged. This complete lack of transparency is unacceptable.
Invoice Delays and Blame-Shifting
The invoice I requested was also delayed, and I was told there was “missing information” from a partner. All required data was provided, so this felt like an excuse rather than a real reason.
Unhelpful and Indifferent Staff
The staff at the rental location were disengaged and unhelpful. They seemed more interested in ending the interaction than offering support or information.
Poor Information from Partner Booking Site
Because my booking was processed via a partner, I wasn’t properly informed of critical rental conditions—like the requirement of a physical card for the deposit. In today’s world where digital cards are widely accepted, this should be clearly and boldly communicated during the booking process.
Broken Internal Communication
There seems to be zero coordination between branches and departments. I was told the only way to contact the office is to call directly—yet no one ever answers the phone. Neither chat support nor customer service could help, and even their own internal messages went unanswered.
Inaccessible Local Office
To this day, the branch has not responded to calls, messages, or support inquiries. I have no idea how to retrieve my lost item or even get an update.
This has been, without exaggeration, the worst customer service experience I’ve ever had with a rental company. If you're considering using this company—think twice, especially if you expect any level of post-rental support.
I hope this review encourages the company to rethink their approach to communication and customer care. But as of now, my issue remains unresolved, and I cannot recommend their services.”
“From the first telephone call, to the rental return, over the top customer service. I was first greeted by Kristina on the phone, arranging a reservation. Since a third party was paying, I did not have the information needed. Kristina provided the exact details needed, and when I called back a few minutes later, Robby was there to pick up with the rental. The information needed was exactly what Kristina had asked for and Robby was able to assure me the reservation was confirmed. Just before the site closing, my wife and arrived and could not have been met with a warmer greeting. It was a busy time for the staff, many folks coming and going, and it felt like we were the only customer there, So grateful for the excellent communication, from our welcome to our driving off, it was as if we were royalty. It did not stop there, the drop off experience was equally as good. Missed the name of the gentleman who checked us in, but did have a nice conversation with Damian. This is an office well run. It speaks highly of the management and the training effort. I love a good coach, and each one of the folks I had an opportunity to interact with, was excellent. My next rental in Annapolis will be from the team on West Streets. Grateful for you making this visit to Annapolis on to remember. Thank you. Bob”
“Charges were way too high. Kept changing cars on me. Staff very nice and friendly but will never rent a car from them again
I have been a member over 30 years but the last rental was terrible…”
“It was manager Nina G who was professional, friendly, explained the process took me to the car and showed me how to work each feature and was pleasant! I observed Nina with other customers and she was by far the most open and friendly with all of them. She wasn't rushing, but she wanted to see me drive out happy! I did feel special and glad that she waited on me. She introduced herself and gave me her card. She is manager of the Countryside, Illinois Enterprise. GREAT SERVICE”
“Worse first time experience. I’m literally stranded on the side of the road and road side assistance telling me they are unable to get a uber out to me or taxi. I have been stranded for over 4 hours and still no one has came and I’m here with my family and children.”
“Thank you for always being curious and patient, even when it is busy as heck. The Bowling Drive location in Jackson, Tn crew is awesome. It is nice to see the same people still working there for a long period of time. Great Customer Service!”
“Every visit representatives use threatening tactics to not rent you a car by saying there’s a policy for various things example you are required to have two emergency numbers or we won’t rent you a car. You have to disclose your employer or we won’t rent you a car. I never have a problem with most representatives but there’s a lady that will throw every dagger and call it a policy. It’s ridiculous when you’ve already checked in on mobile and have to be read every question and reconfirmed with a list of inquiries that 1. You’ve never had to provide before and 2. The mobile app does not require it.”
“Made a reservation 2 months in advance. Received call the morning of pick up confirming rental. Arrived to pick up SUV rental car. Was told the car they were putting us in had not been returned yet, could they interest us in one of their Mitsubishis. This is a family trip so that little car is not going to work, and it's not what we rented. Come back in a half an hour. Now you're cutting into our vacation time. Come back in a half an hour supposedly given an upgrade with a Chrysler Pacifica, our grandchildren's car seats don't fit in the bucket seats that are in this atrocious vehicle. The heat on the driver's seat won't turn off. You can literally watch the gas needle move. We're waiting for them to open to return the vehicle. We have rented from Enterprise 4 times per year for the last 5 years and we've tried a different couple branches here in the Greensboro, North Carolina area. We are done with you Enterprise, every single time there's an issue!”
“I've been a member for 3 years.and never have good service. I've been to 10 locations from gulf shores al all the way to Oklahoma.to try and swap a car out every single One of them no vehicles.... but the lots were full. I was even willing to upgrade and spend more money with them and nothing.I'm sooooo disappointed I've spent a lot of money with enterprise I travel for work!!!! and expect better service. customer service is absolutely terrible. 1 or 2 locations were good with customer service wow!!!!!!!”
“Enterprise Rent-A-Car UK issued a £250 damage charge after my recent rental, but have refused to provide any clear or verifiable proof that the alleged damage occurred while the vehicle was in my care — despite multiple requests.
The only evidence provided was a set of tyre photos that lacked timestamps or any reliable metadata. In fact, the images show different road surfaces and even different weather conditions, strongly suggesting they were taken at different times or in different locations. No signed inspection report was shared from the time of collection.
I returned the vehicle, a courtesy car provided via Porsche Assistance, to the agreed third-party location. Enterprise collected it from there — yet have not been able to provide any transparent documentation confirming the condition of the vehicle at that moment. It feels like a one-sided process with no real obligation on their part to prove anything before applying a maximum excess charge.
To make matters worse, the alleged "damage" is incredibly minor and barely visible.
I’ve now escalated the matter to the BVRLA. I would strongly advise anyone to avoid renting from Enterprise. This experience has been frustrating, disappointing, and frankly feels like a way for them to extract fees without accountability.”
“Their roadside assistance people are just plain horrible. They told you to go and pick up the replacement car because you have a flat tire for your current rental. Guess what you cannot get a replacement car unless the enterprise has your car. The roadside assistance said they cannot find a tow truck in my area. It’s Brea in Southern CA. They just keep bouncing you around to branch n roadside assistance.”
“I don’t recommend this place in Duke Street Alexandria va My husband rented a car for 2 days and I decided to use one day and I returning a round 4:45 they closed at 5:pm and they said live the keys in the box and they going to refund at next day because they closed and I ask way they don’t want to do In the moment I return the car and he said almost close and I still waiting for the refund and I never getting it more than one month and nothing 😒”
“I reserved a minivan 12 days before my trip, but just four days prior to departure, I received a call informing me that the vehicle was no longer available. I searched for alternatives, but the prices had nearly doubled. I then contacted the corporate customer service line, and they found a minivan available at a location an hour and 30 minutes away.
I called that branch to confirm, but they said they did not have the vehicle. I explored other options with no success. Then, just a day before my trip, I received a check-in link from the original branch, which made me assume they had a vehicle available. I completed the check-in and called in the morning to confirm, only to be told once again that the minivan was not available.
At that point, a representative offered to switch my reservation to a 7-passenger SUV, and I agreed. However, while on my way to pick it up, I called to confirm and was told the SUV needed an oil change and they didn’t know how long it would take.
I had reserved the vehicle for 9:00 AM to stay on schedule with my trip, and this entire experience completely disrupted my plans. The handling of my reservation was extremely unprofessional, disorganized, and lacked basic customer service. I am very upset with how this situation was managed.”
“I like the extraordinary customer service when issues came up. I hated the Genesis cross over I got initially and had requested a Dodge Challenger and you made it happen in a short time frame. When my car was complete I didn't know how to arrange a pick up from the body shop and BAM, I was put in touch with the Enterprise location closest to the body shop and that location made it happen. Lastly, the rep I dealt with at the downtown location called to follow up on the return to see if that was satisfactory as well as the entire process. I also commend Alexander (the rep at the downtown palm springs location) for bringing the daily rate down to what my USAA auto policy paid.
I have personally rented from this same location many times before and have gotten consistent extraordinary service!”
“Hi, we just rented a vehicle a week ago from Enterprise right here in Hinesville, Ga. Me and my family took a trip back home and rented the vehicle for 6 days.The type of vehicle we requested wasn’t in at the time of pickup so the gentleman that was assisting me that it’ll be a 30 minute wait before my requested car gets. So he gave me another option that he’ll give me another vehicle bigger and a lot more roomier at the same price as my original vehicle, so I accepted. The staff was absolutely fantastic very kind and pleasant, in the future I’ve decided that Enterprise will be where I’ll be renting my vehicle from…..thanks Enterprise keep up the good work 😊😊😊😊👍”
“Hi,
I had an exceptional experience at Enterprise Car Rental at 15900 E.6th Ave ,Aurora co 80011.Thanks to David Lee. From the moment I walked in, David greeted me with a warm and professional attitude that instantly put me at ease. His attention to detail, patience, and willingness to go above and beyond made the entire rental process smooth and stress-free.
David Lee,took the time to explain all the options clearly and helped me find the best vehicle for my needs. He answered every question with confidence and made sure I was completely”
