“I am writing to formally express my deep dissatisfaction with the service I experienced this morning at your Enterprise location at 1450 NE 123rd St Ste 103, North Miami, FL 33161.
The individual responsible for this unacceptable encounter was the manager on duty, David. To use the term “gentleman” for him would be misleading. His conduct lacked professionalism, basic courtesy, and any semblance of customer service.
From the moment we arrived, it was clear that David does not welcome customers. I personally witnessed two families ahead of us receive no greeting whatsoever. When it came time for my husband to be helped, again—no salutation, no acknowledgment, no friendly gesture. Instead, David’s body language and demeanor were dismissive, aggressive, and entirely inappropriate for someone in a leadership role.
The situation worsened when we requested a mid-size vehicle. My husband, who is 6’5” and 258 lbs, and our son, who is 6’6”, were being placed in a Toyota Corolla hatchback. Despite it being an obvious mismatch for a family of four, David insisted it was the correct size and dismissed our concerns. When we pushed back, he curtly told my husband that “if we didn’t like it, we could leave.” His tone was hostile, his words disrespectful, and his attitude utterly unprofessional.
It is important to note that the two Haitian gentlemen working there, who were polite and respectful, were visibly shocked and embarrassed by David’s conduct. The young woman seated in the back office also looked mortified as this situation unfolded.
As we chose to leave the location, David raised his voice after us, escalating the situation further. His behavior left us not only disrespected but also fearful for our safety, as his aggression suggested he might follow us outside.
We have been loyal customers of Enterprise for over 10 years, and this is by far the worst experience we have ever encountered. Unless corrective action is taken, specifically addressing the attitude and conduct of Manager David, we will have no choice but to discontinue doing business with this location.
This experience was appalling, unprofessional, and completely unacceptable.”
“I was given a car with known (to them) issues. Addressing the problem cost me precious vacation time and was a great inconvenience. When I returned the car I encountered an assistant manager who was arrogant and whose conduct bordered on condescending. FYI Enterprise also rents under the Alamo and National brand names. Avoid all of them.”
“Every time I try to call Enterprise Abbotsford it puts me on hold...then disconnects me....I have tried ALL the options!!! Waiting for them to call me at least regarding my reservation from 11 am this morning and its after 2 pm already....day is wasting away...SOOOOO not impressed!!🤐😴😳😡”
“I am extremely disappointed with the way Enterprise has handled my recent experience. For nearly three weeks, I have been promised multiple call backs, follow-ups, and even a refund. On September 5th, I was told by Bill, the branch manager, that my refund would be processed within 2–3 business days. When I called back 11 days later, not only had the refund not been issued, but there were also no notes in the system reflecting any of these promises. To make matters worse, I discovered I had been added to the Do Not Rent list without ever being notified, and I was charged again despite being told otherwise.
This shows a complete lack of accountability and care for customers. If someone had simply followed through on any of the empty promises I was given, this situation would never have escalated. Instead, I have been left with no resolution and no effort from Enterprise to hear or address my concerns.
On top of this, my in-person experience at the branch was deeply troubling. Taylor M. Brown completely ignored me when I was next in line, assisting another customer who had just walked in. It was only when that customer himself pointed out that I should be helped that I received any attention. When I expressed my frustration and concerns about the perception of discrimination, Bill dismissed me over the phone, told me my refund would again be processed, and hung up on me.
Customer service is about respect, communication, and accountability — all of which have been missing here. Enterprise’s lack of follow-up, professionalism, and basic courtesy is unacceptable. Unless this is addressed and resolved properly, I will have no choice but to escalate this further and involve legal counsel for mistreatment and discrimination.”
“I am writing to formally express my deep disappointment with the continued poor customer service I have experienced at your Decatur/Scottsdale branch. Despite having given this location multiple opportunities to earn my trust, my most recent visit has made it clear that this location does not meet the standards I expect from your company.
I had a reservation for a vehicle to be picked up on Monday at 11:00 AM. Based on a previous bad experience where my car wasn't ready, I arrived early. Unfortunately, history repeated itself in a far worse way.
While I waited patiently in the lobby, a man entered the branch 5-7 minutes after me. He was immediately acknowledged by staff, while I was completely ignored. When I politely stated that I had arrived first, Taylor M. Brown, the representative at the desk, responded rudely with, "Well fine then, I can help whoever is next." Her tone was dismissive and unprofessional. I must also note that I am of Cuban and White descent, and in this interaction, both Ms. Brown and the man she chose to acknowledge were Black. While I hope this wasn't a factor, I was left feeling disrespected and unwelcome.
This experience was so upsetting that I left the store in tears. No one should be made to feel the way I did over a simple vehicle pickup.
To make matters worse:
The vehicle I was given was unclean and had clearly not been washed.
There has been no follow-up or courtesy check-in regarding my rental.
This is not the first time I've had issues at this location. A prior poor experience resulted in a free upgrade, but clearly no long-term improvements have been made.
It is unacceptable that in 2025, basic customer service and professionalism are not being met--especially from a company I've trusted with my business.
I am requesting the following:
A formal apology for the treatment I received.
Confirmation that this complaint will be investigated, including the conduct of Taylor M. Brown.
Appropriate compensation for the inconvenience and poor service.
Assurance that measures will be taken to prevent this kind of experience from happening to others.
Please understand that I do not enjoy submitting complaints. However, this location has made it clear that accountability is lacking, and I feel compelled to elevate my concerns. If this is not addressed, I will have no choice but to discontinue doing business with your company and share my experience publicly.
I appreciate your prompt attention to this matter and look forward to your response.
Sincerely,
Rachel Duque
I was told today by Antonio today that someone would call be back today by end of day to0day by 630pm today on Aug 4th. Its 7:33pm and no one has called. I called coporate again and am getting the run around. On top of this, no one has gotten back to me but they proceeded to charge my card. So you have time to charge me money but not to call me back. Another lady named "Pittman" (who would not give me her first name) at this location dismissed me completely today when I called the location Enterprise is not a customer centric company at all. It's disappointing and I am never using them again. The manager Sean when I went to the location literally wrote the corporate number down and told me to call them? everyone is passing the buck and taking responsibility. DO BETTER!”
“I am writing to formally express my deep disappointment with the continued poor customer service I have experienced at your Decatur/Scottsdale branch. Despite having given this location multiple opportunities to earn my trust, my most recent visit has made it clear that this location does not meet the standards I expect from your company.
I had a reservation for a vehicle to be picked up on Monday at 11:00 AM. Based on a previous bad experience where my car wasn’t ready, I arrived early. Unfortunately, history repeated itself in a far worse way.
While I waited patiently in the lobby, a man entered the branch 5–7 minutes after me. He was immediately acknowledged by staff, while I was completely ignored. When I politely stated that I had arrived first, Taylor M. Brown, the representative at the desk, responded rudely with, “Well fine then, I can help whoever is next.” Her tone was dismissive and unprofessional. I must also note that I am of Cuban and White descent, and in this interaction, both Ms. Brown and the man she chose to acknowledge were Black. While I hope this wasn’t a factor, I was left feeling disrespected and unwelcome.
This experience was so upsetting that I left the store in tears. No one should be made to feel the way I did over a simple vehicle pickup.
To make matters worse:
The vehicle I was given was unclean and had clearly not been washed.
There has been no follow-up or courtesy check-in regarding my rental.
This is not the first time I’ve had issues at this location. A prior poor experience resulted in a free upgrade, but clearly no long-term improvements have been made.
It is unacceptable that in 2025, basic customer service and professionalism are not being met—especially from a company I’ve trusted with my business.
I am requesting the following:
A formal apology for the treatment I received.
Confirmation that this complaint will be investigated, including the conduct of Taylor M. Brown.
Appropriate compensation for the inconvenience and poor service.
Assurance that measures will be taken to prevent this kind of experience from happening to others.
Please understand that I do not enjoy submitting complaints. However, this location has made it clear that accountability is lacking, and I feel compelled to elevate my concerns. If this is not addressed, I will have no choice but to discontinue doing business with your company and share my experience publicly.
I appreciate your prompt attention to this matter and look forward to your response.
Sincerely,
Rachel Duque
It’s been over a week and no response”
“We rented a car from 309A N Bell Blvd, Cedar Park, TX 78613, picking it up at 7 PM and returning it the next day around 9 PM at the Dallas International Airport location. A month after, our insurance company notified us that Enterprise charged us thousands of dollars for alleged hail damage.
This is completely inaccurate. There was no hail that night in Leander, where the car was parked overnight. We have international ticket and miles driven as evidence that the only place we drove to was Dallas. In fact, weather records can easily confirm that there was no hail in and around Austin and Dallas in that 12hrs period. I am aware that there was a hailstorm in the Austin area weeks earlier, so it appears Enterprise is attempting to pass off pre-existing damage to unsuspecting customers.
When we called the local manager to dispute the charge, he simply said he couldn’t help. At the time of rental, we inspected the car and saw no visible damage that an ordinary customer could detect. Now, Enterprise is trying to hold us responsible for something outside our control.
Unfortunately, after the fact, we discovered that many reviews online complaining about fraudulent practices. We regret not checking them beforehand. It has been a complete waste of our time and energy dealing with this issue, and we want to warn others not to rent from this location—or Enterprise in general.
I hope this review helps others avoid the same unpleasant and unfair experience.”
“Rude staff and very unprofessional staff. Would like to mention that the manager at Kingsbury branch named Rochelle was very rude when I went to tell her that the engine oil light is coming o which she didn’t seem to bothered about. Adam at Watford branch knew that I need a van as my van is going in for repair but waited on the day that my van goes in garage and turned up with a ford kuga. And as for Watford they need a new set of staff there. Absolute cowboys.”
“Well I rented a car on July 19,2025,and when I pick it up they had a worker there his name was Vinny, they didn't have my suv that I booked for that day instead they gave me a Kia k5 , now Vinny went around the car ,I went around the car and pointed out the scratches and damages to it ,he said if the was small enough, not to worry about it ,but since he didn't put it down on paper work to show where the damage areas was I am now getting charged for those damages it's not Wright, I will call 7 on my side and get a lawyer, to fight this charge that was not done by me at all ..”
“We booked a half ton pickup a week in advance to transport my daughters belongings to Montreal for university. Upon pickup, we were told that they did not have a vehicle for us. Now we are completely stuck. Completely unacceptable. Peter, who had excellent service skills, apologized but it certainly did not help our situation. The system is ridiculous and it has obliterated any trust in Enterprise to fulfil our needs. Enterprise has lost me as a customer.”
“Enterprise Car Rental is the absolute worst in every way.
Normally I avoid renting from Enterprise for a wide variety of reasons, but today I did so under duress. With Enterprise, one must deal with any combination of faux pas, lies, deceitful practices, minor issues with the rented vehicle and filthy windshields every single time. Instead of apologizing, the Advisor chooses to make excuses. How very unprofessional.
Paying full price for a car class I did not reserve, did not want and came minor issues makes for an unhappy customer yet again. I will never rent from Enterprise again.
Avis has never and would never allow these types of issues to happen. Avis always has the car class ready at the reserved pickup time, never makes excuses, immediately addresses any issues that may arise, and treats customers with upmost respect every single month, month after month, fives years and counting. Enterprise would do well to learn from Avis.”
“Rented a car at enterprise the front glass cracked had my insurance cover the damage no out of pocket expense confirmed with my insurance and enterprise has not returned my deposit and additional withdrew charges from my debit card without authorization 3 weeks ago in addition just rented a car went to pick up nothing available with 2 other customers in the same situation knowing it’s labor weekend no backup of extra cars poor employee professional not his fault for this incompetence of the company”
“Booked a van online to collect in Braintree to be called and told they would not have it ready as the website has no real time stock.
Girl could not care less, will never use again”
“Many great rentals from Temecula Enterprise over the last 5 years but today they were unable to provide the car requested. To further a bad experience, they waited 45 minutes to advise me of this, suggesting another car type/class that would not do the job, even if I so badly wanted it to. If you are really depending on a particular car size or capability, you may be left without a car at the time of pickup for your commute or vacation (like me). Scrambling for a rental instead of packing up is a terrible position to be put in the day before a trip.”
“The location on 3119 East Saunders, Laredo , Texas, USA did not answer the phone. We called several times. We then were told that branch closed and we had a reservation. We were told that the Customer service would escalate and try a área manager would contact us back. An area manager Ana Marie Morin contacted after more than 2 days we were desperately trying to get to contact her but she sent a message that we could talk or get a way to directly communicate with her but that she was off.
We tried several times and several days to see if Enterprise would respond because we have a son with Cáncer and it was Chemotherapy and our son needed to get treatment but it went in deaf ears. I don’t recommend anyone to do business with Enterprise because all they cared was to make money because we spent hours to resolve including going through the only location that was open which was the Laredo International Airport but the refused to provide us vehicles when they had several vehicles. I explained to Mr. Ursus Perez that I had reservation but all he cared was that was about making money even though I had reservation and Enterprise escalation Department Told me that they would have a Manager call me. My family and friends have bought vehicles from Enterprise does not validate their policy where they say that the customer is their number one priority and my son was not able to go to his chemotherapy treatment because Enterprise even through several days of trying to resolve my need to rent a vehicle nothing got resolved and he missed his chemotherapy treatment and I explained that his Cancer is a category 4 which is very aggressive and chemotherapy was very important but even though trying to get help from varios department of Enterprise including ( Escalation or Reservation or several other departments or going o their only location did not provide a vehicle. I don’t wish what my son went through to go through what he went through because Chemotherapy is very important and is mes every for him.”
“I booked a reservation online for my aunt who is elderly. She & my uncle were on a roadtrip when their car broke down in Seligman and got towed to Flagstaff, where they needed a rental car. I was unable to get ahold of the location directly to verify vehicles in stock (inconvenient) and was connected to the reservation line who confirmed there was many vehicles available for rent, so I booked a reservation online.
Upon arrival the employee confirmed with my aunt she had a rental for a sedan and asked for ID and credit card. After the employee said this, the branch manager, Deni Ortiz, walked over, interrupted the employee in a rude disrespectful tone, told them “no, no, we are not renting any cars”. My aunt questioned Deni why cars are not being rented when there are many cars parked on the lot and another customer was there getting keys to a rental vehicle. Deni refused and could not provide a reason. He was condescending, unprofessional and called my aunt “girl” and “lady”. This is unacceptable behavior from a branch manager.
Upon leaving another employee came outside and told my aunt that Deni is a bad manager, rude, and to submit a complaint to the area manager, Faruk Kiroglu. She gave a business card with their information. We have yet to receive a response from the area manager Faruk or Enterprise.
AVOID this company and the terrible poor customer service and management. We will never do business with Enterprise ever again nor recommend it to anyone. Do better Enterprise. No one deserves this treatment.”
“Very, Very, Very, Very, Very disappointed with my last experience with Enterprise. I reserved a Premium SUV for a family vacation that we were to leave on Sunday July 20th. I got a call 1 hr before my scheduled pick up time on Saturday July 19th from the Rome, Ga location I made my reservation at telling me they didn't have the SUV I reserved. They told me they had a couple of smaller SUV's and a pickup truck. I let them know the smaller SUV's would not work, they were too small and with the pick-up truck it was rain in the forecast for where we were headed and our things would get wet. This guy had the nerve to tell me I could go buy a tarp for the truck!!!!! :( He never said they tried to find me another bigger SUV at another location or anything. This left me and my daughter scrambling trying to find another SUV rental since we were to leave early Sunday morning for vacation. We tried calling several other Enterprise locations but, when you call you always get Enterprise customer service. We got sent all the way to the Atlanta, Ga airport, which is 2 hrs away from where I live because CS said they had a rental there for us. Got there they had no larger vehicles available. Called the Enterprise several more times and all reservations and locations they made for me all fell thru. On this one day, Sat. July 19th I had a total of 8 reservations and they all fell through, got to the location and they had no vehicle. One location we went to didn't have the vehicle the CS said they had but had a Sprinter Van I could rent if I wanted, I looked at it, contemplated it but, it was too big. We went home that Saturday evening empty handed w/o a rental vehicle for vacation. On our way home we stopped by other Enterprise locations that had now closed to see what was on their lot in hopes of getting up early Sunday morning to catch them when they first opened to try and get a rental. On Sunday, with everything and us packed in my vehicle like sardines with no air or water we headed towards the Atlanta area & the direction for our Florida vacation in hopes of being able to rent a bigger SUV for vacation. We called Enterprise and as always we got CS instead of the actual Enterprise location we were trying to call, in doing this we asked specifically if the SUV they said a location had if the vehicle was there, the CS agent said yes but we asked if we could speak with some from the actual location our selves, he transferred the call and when we spoke with someone they said no they didn't not have the vehicle the CS agent said was there. In desperation we call the location we had went by on Saturday that had the Sprinter Van, we were going to just take it, we were already 3hrs behind on our departure time for vacation. I speaking with the agent Collin in the Acworth, Ga location he said he didn't have the Sprinter Van any longer but he did get a Van in that was available. We immediately said YES we'll take it and was on our way to his location. Collin was great and he even put in to let us return the the Van to our home location and let us leave my vehicle on site there since we were 45 minutes for home and we could pick up my vehicle on our way back from vacation. Like I said earlier we ended up with a total of 8 Enterprise reservations with only the last one coming in on a fluke. And, each time I spoke with someone by calling the Enterprise phone # (and it's been a few times) to get some kind of resolution about this experience I speak to someone in CS they say they take notes and will escalate the call and I should receive a call back in 24hrs. Well I'm posting this on August 19, 2025 and I've been waiting for someone to call me back, email me, something since July 19, 2025.... SMDH.....”
“Together with my friends we rented a car from Enterprise in Glasgow International Airport. From day 1 we noticed a weird sound, and a couple days later a red signal in the board panel indicated "WARNING: Gearbox Failure Risk". At that time we were in Inverness and we brought the car to the office located at the airport. They told us to come back the following day as it was on a Sunday and their branch for damaged cars was closed. We came back next day and they said they could only give us an electric car for the day and we should call Glasgow airport office to get a (petrol) replacement car. We phoned countless times to the customer service number in the Glasgow office and spoke to many employees; all of them said the same thing, along the lines of: "leave it in my hands we will find a replacement car for you and we will contact to give you further instructions to get it"... none of them did anything and nobody ever contacted back, and we spend the whole day of Monday calling.
In frustration we returned to the Inverness office on Tuesday, they kept saying that the problem and the responsibility was with the office in Glasgow and we should call them. We explained that we had been calling all day long with cero result.
Only when we explained that we had lo leave our accommodation in Inverness and move on to our next accommodation in the isle of Skye, and that there were not easy access to charging stations for electric vehicles in the place we were heading to they accepted to provide us with a petrol replacement car, at 16:00 hr.
The whole experience was frustrating, extremely unpleasant and we lost three days of our vacation doing nothing but fighting to get our car replaced.
I will certainly never use this rental company again!!”
