“I am writing to formally express my dissatisfaction with the service I have received during my current rental through your company, which was arranged via my insurance provider following a recent accident.
Upon receiving the rental vehicle, I noticed a slow leak in the front driver’s side tire. I immediately attempted to contact your team to resolve the issue, but unfortunately, my repeated efforts to seek assistance have been extremely frustrating and entirely unproductive.
I called the rental branch where I picked up the vehicle on multiple occasions, and each time I was left on hold for over ten minutes without anyone answering. After two such attempts, I gave up trying to reach them by phone.
I then tried the customer service helpline, only to be routed to a call center outside of the country. The representatives I spoke with had difficulty communicating in English, were dismissive, and offered no helpful resolution to my problem. Additionally, I attempted to use your online chat feature, which abruptly ended after providing a phone number, without verifying whether my issue had been addressed.
Throughout this process, I have encountered nothing but impersonal, ineffective support. I am now expected to either drive a vehicle with a known safety issue or resolve the tire problem myself—possibly by installing the spare tire—despite being told I will need the car for approximately four weeks. This level of service is unacceptable and does not align with the level of professionalism and care I expected from Enterprise.
I am requesting that this matter be addressed immediately by someone at the local branch or from a management team who can provide a proper solution. At minimum, I would like the vehicle to be inspected and repaired or replaced with a safe, fully functional rental vehicle.”
“Someone at Enterprise entered my wifes birthday into my account. Simple fix right? Wrong. Cannot be changed online, and when customer service is contacted, they cant change it either. They have to "elevate it to the management team in charge of the account" by sending them an email and wait for them to respond. Oh and they act like i changed my birthdate whenever i rent a car when im not even able to do so!! Not to mention, why would i want to change my birtdate? Im a senior citizen!! Absolutely completely ridiculous!! Beyond frustrating.”
“Went to rocky mount location after reservation,made another reservation at roanoke rapids,had to leave from there and go to knightdale,and from there to raleigh just to come up with no rentals available when was told vehicle will be ready when you get there, definitely won't recommend anyone to enterprise due to unprofessionalism especially the guy at the rocky mount nc location,Sorry Way To Carry Out Business”
“I reserved a vehicle on April 29th for pickup on May 2 at 4:30 pm. I received a phone call at 2:30 pm MAY 2 they had no cars to rent. NONE AT ALL!! HOW IS THIS POSSIBLE? The lady at the location I was supposed to pick it up at was ABSOLUTELY NO HELP AT ALL. Didn't even try to resolve the issue. I called another location near by and they connected me to someone else who told me she would reach out to the district manager to try and get me a vehicle. We'll, it's 5:45 pm and no response. Nice that I have no vehicle for my already planned and paid for trip. Awesome customer service. NEVER AGAIN!!”
“The Branch manager was extremely RUDE and RACIST. He did not want to rent me a car b/c he thought that he was bigger than me. He was disrespectful and had no customer service. I would NOT recommend going to the 5910 Gall Blvd, Zephyrhills location. I have never dealt with someone who did not want to help me in anyway. This is the WORST experience ever with Enterprise. Everyone stay away from this location.”
“Awful company DO NOT USE - left me and my kids stranded in Townsville- customer service was awful and disrespectful. I had my card blocked and was unable to use a physical card just to pay a deposit, the whole rental had been paid for already and they would not accept my digital card l, my friends card or cash even though it was outside of my control! Absolutely disgusting to deal with would never ever recommend or use them again!!! Stay away!!!!!!”
“Watch for your bank account after you are done with your rental!! A few weeks after I was done my rental, I check my bank account for an unauthorized transaction of $330 from enterprise! I had no idea what that charge was for. When I called the branch I was told that indeed it was from enterprise because I had a pet in the car. I rented the car due to an accident and had to conduct the rental few minutes before store closing. Nooooo one told me pets were not allowed in the car!! They explained some mumbo jumbo that it was in the contract. Was I expected to read a 20 page contract 5 minutes before closing?!! Not a single soul in the store explained that! It’s been 3 months and I am being ping ponged between store and customer service fighting this unethical transaction!!”
“I have been a loyal customer of Enterprise and recently rented a car from Enterprise, Hiram / Powder Springs location and added a roadside assistance optional package.
The people in this location are great . But not their roadside assistance and corporate customer service dept.
The car broke down and when I called roadside assistance , they immediately stated that they cannot help me and I should help myself by looking for highway patrol instead of getting some help .
They said this because apparently I was in the "middle" of the highway which was not true . This is the excuse the roadside assistance rep was insisting even though she didn't even bother knowing exactly where I broke down.
I escalated the issue with their customer service department and this is their response....
" we would advise that you contact the roadside department and escalate your concerns up their management where the call can be reviewed as this appears to be a specific incident related to that agent and not a corporate policy dispute"
Unbelievable! Apparently , it's not their problem . This is the kind of car rental company Enterprise Rent-a-car is. You rent , pay and you are on your own when the car breaks down even if you pay optional roadside assistance
It's a shame because this Enterprise location in Hiram / Powder Springs has great customer service . But their corporate Enterprise along with their roadside assistance are not . Beware and think 2x before renting a car from Enterprise !”
“Rented many cars from Austell Ga location for business travel. The cars are never clean inside. On my most recent rental the car reeked of foul body odor. I informed the desk employee when I returned the car and she just laughed. Stay away!!!”
“Rented a car from enterprise, it wasn’t clean at all and had noticeable cosmetic damage I tried to get a new car and was sent to 2 different places and was told I had to pay more money to get another van. Was told to wait on a call and never received one!”
“This is the second time in the past year where I've issues with the car I rented with Enterprise. The first broke down on the side of the road 15 minutes after picking it up and the roadside assistance was a nightmare. We were left on the side of the road to fend for ourselves and then promised an uber which never came.
This time, we rented a car and I'm pretty sure the struts were bad or something was very wrong with it, it was a pretty new Audi and the road noise was terrible plus we felt every little bump in the road, it was not a smooth, enjoyable ride.”
“Horrible, shocking. I would never recommend them to anyone. We booked a car through them on Friday 19th April for our Easter weekend. We arrived at the Hammersmith office to be told that they did not have a car for us, despite our booking. They could not have been ruder or more disinterested in the fact that they had failed to deliver. The office in hammersmith is grubby. The assistant manager, did not get up from her desk at the back of the office to come and talk to us. Rather she sat at the back of the office and could not have cared less about their failure to deliver our rental car. We went to Europcar and what a difference. The will get a rating of five for me when I do their review. It cost us 45 pounds in a taxi to get to the office, when they could have called and said that despite our booking they did not have a car for us. There are so many solutions that could have been offered as an offering for their failure to deliver. A heavily discounted rental for another time for example. Disgraceful is the word that sticks in my mind.”
“Booked an SUV and all they had when I arrived was the smallest car in the fleet. Person said, take it or leave it. I asked why I was being charged for the SUV when all they had was this small car. Was told - fixed price, maybe I can give you a $5 discount. Terrible terrible customer service. In a competitive world there are better options.”
“USAA had set it up so we could get a rental from enterprise after taking our car in to get repaired. We had to wait almost 3 hours to get a car. It seems that they don’t get the cars until there are customers for them. There were several of us unhappy people in their waiting room. I knocked on the manager’s door to get her help and make sure she knew what was going on. Rey poorly run business.”
“Once again Enterprise let me down! Left me stranded for an issue that was THEIR fault. Plug in two tires??? Now one is completely FLAT to the rim and I cannot continue my day. Called RSA, they sent me to another location and that location REFUSED to get me in another rental. Said that he didn't care that he was going to save what he had for people who reserved two weeks ago.”
“I fly to Florida from Pittsburgh with a reservation got there and was told there was a block on me from 2004 so they refused to rent me a car but made it worse they wouldn't rent to anyone in my party which left me stranded at the airport without a car gave me a number to call to get it fixed and they were closed on weekends so called the main number and was told someone that could help me would call asap been over a week still haven't called so I called the first number on Monday when they were open the guy told me it was so old couldn't pull it up in the system so he removed the block but too little too late really was upset and what was I to do stuck at an airport thank God avis car rental stepped up and gave me a car at a cheaper price with all that being said you lost a potential customer for life thanks for nothing.”
