“It took me an hour today online and over the phone to set up a car rental. I was told that it would be at the pickup location at 5:30pm. When I called to confirm that someone was coming, they said that it was for the following day. What?
So I haven't even got a car to rent yet and had to find a ride home now from work and then a ride to work. So inconvenient, guys. I guess there are a few reviews I should have read first. It is through my insurance company, so I'll let them know how well you are doing.”
“While the people are nice, I am still sitting here waiting for my pickup 40 minutes. I called, after a constant busy I got through and they said they had to do a drop off ahead of me.
I have to be on the road. They assured me they would be here at 12. The drop off should have had to wait.
The only thing this company has is they pick you up. On time? NO”
“Customer service might be ok. They are not the people cleaning the cars They give me a 7 passage van full of Dog hair. I am very disappointed and won't rent from them again. Please check all cars before entering. They policy is no eating,no smoking, no pets did not apply to this Van. Dog hair everywhere. I Sneeze from NY to Wilmington Delaware. Never again”
“I rented a car for 9 days at Enterprise Reading in June 2024. I was informed of 2 parking offences (my daughter did not pay the parking fees as there was no wifi at the carparks) 2 weeks after the trip. Enterprise promptly charged the fines to my credit card. 3 months later, I received a letter from the parking authorities at Mousehold, Cornwall that the fine was outstanding and the amount has been doubled due to non payment. I emailed Enterprise 2x and my daughter in the UK even called the office. Enterprise refused to respond and the fine has not been settled as the parking authorities claimed the fine was not settled. I am stuck. Not responding to customers and following up on post service is unacceptable!”
“Rented from LaCrosse, WI because my truck broke. Upon returning home to Illinois estimated repair time became longer and Enterprise would not allow me to return car to a different location on Saturday but on Tuesday they decided that would be fine. Resulting in a higher rental fee. After that I was never able to get them to answer the phone again.”
“It’s a hassle that they don’t rent the car with a full tank. It is so much better to start the trip on a full tank! Trying to match the fuel at a half or 3/4 or somewhere in between is ridiculous! Another example of increased prices and decreased customer service! Change it back to full to full!!”
“I was provided with a 2022 Chevy Malibu and in 23 miles it sucked up a quarter tank of gas.
Now I am expected to drive 20 miles out of my way and the cost of gas to drive 3 1/2 hours to switch my vehicle up because there’s nothing close to me for something economical.
No guarantee of reimbursement for gasoline or not being required to provide a full tank of gas.
Very poor customer service.”
“Left a very good and they were very thoughtful and respectful until I realized I was lied to. Told I was getting a discount. Received receipt and no discount. Calling hub on monday.”
“I’ve been told by Enterprise staff and managers on multiple occasions that it is best to call the actual store to book a reservation if you need it same day because the online inventory is always inaccurate. The general customer service number has an inaccurate count of inventory as well. Which I do not see the purpose of having online booking as an option if it does not work. There is not a direct number to the store. You are sent to the general number to be placed on a hold while hoping the line is answered. Online booking is more convenient, but again not for same day bookings. However I’ve been told that a call would be received if inventory is not available. I’ve been told by staff that booking online over 24 hours in advance would lead to an outcome of receiving the rental with no problem. Well I reserved a car online for tomorrow, which is not same day. I did not call as I booked online before they opened. I received a call after they closed to tell me they do not have a car available. This is almost 12 hours after making my reservation. I asked if they could assist in helping with booking for another location as they cancelled my reservation after every other store had already closed. They stated that they could not be of assistance. I have no way of booking another reservation as again all stores are closed and online inventory is inaccurate. I’ve been still renting from Enterprise even with the headache at times of trying to book reservations. I normally receive great customer service from the Bham Ensley location, however this flaw in the system really impacts things. There are many things that must be cancelled and money lost because of the neglect of service to the customer. It is very unfortunate and disappointing.”
“Made reservation 2 months in advance for a suv. Went to get the suv and they had none, not one in sight. They tried to have me take a mini van. I was supposed to leave a 3pm that day for a very important appointment 4 hours away. I had to drive back home (25 mins away) and wait for them to find a suv..had to reschedule my appointment. Got the suv 4 hours later. Ridiculous.”
“I am a Platinum Member, I have been renting vehicles approximately every two weeks from Enterprise at Boston Logan Airport, for the past year. Three weeks ago, I try to rent a vehicle and the website states there are no cars available? I called customer service and they just mimic what the website says, I asked if they could get a car from another location? Remember, Enterprise states "rent from us and we will pick you up"... The robots on the phone, yes two people, I asked to speak with someone else, just stated we're sorry we don't have any cars at that location.....For those that know Boston, there are 7 Enterprise locations within 30 minutes of the Airport.....Not making arrangements for a vehicle has soured me immensely.....I hope I don't get better service from the company I am renting from or they will lose a very solid customer.”
“After making a reservation 48hours in advance, booking a hotel out of town and several reservations for our itinerary. I received a call at 9 the morning of pick-up stating they would be completely sold out of cars by 10am. My reservation was scheduled for noon. I was told by the Enterprise employee Kiarra that I can call around 1pm to see if they had any vehicles returned but there was no guarantee that I would receive a rental, I was 4th on their waiting list. She proceeded to tell me she had to release 5 vehicles from her lot to accommodate other locations inventory. I asked why would she give her inventory away when she has pending reservations who are waiting for a vehicle. She proceeded to say that if I must know they were picked up from repair shop and distributed to other locations which still made no sense. I called several times throughout the day. All the way until 3pm and no luck with a vehicle. I chose to go another route with another rental company. Poor customer service and communication with their customers. I would never use their services or go back they cost me time and money. I was 4 hours late in departing for my vacation due to their negligence.”
“I rented a van at bishop International Airport in Grenada. When we got there, they only gave me a suv with a 3rd row which barely fit al our luggage's. The car's AC barely worked. The windows rolled down but didn't roll back up for a while. We were not comfortable in the car at all considering there were 6 adults. Probably will not be renting from you guys again.”
“Rented a vehicle at Atlantic City Airport,the windows and side view mirror s were filthy.There were dozens of knats flying around the inside of the vehicle.O received no paperwork and didn't sign anything.It was almost like the employee was renting his private vehicle.”
“Picked up the vehicle only to find it had a tire going flat. Also, dirty on the outside. Back window was covered with dirt! Had to drive to Enterprise where it was swopped out for a second vehicle only to find the inside windshield was so dirty that I could not see through it when the sun hit it. Unprofessional and disappointing!”
“I picked up a rental for a week the ladie took pictures of the vehicle with no damages reported. When I returned the vehicle a lady came out with a microscopic devise she said the car had ice pellets markings all over the hood we were 5 people and all never witnessed a rain drop is asked to see original picture to compare the lady said they were not available. Vehicle already had this microscopic damages I have witnesses”
“We rented a large SUV for a work trip for 9 days. Drove 1 1/2 hrs to first work location, then two days later continued on another 1 1/2 hrs to second work location. Day 5 SUV stopped shifting. Looked it up on line, looked in owners manual for a fix, then called the Enterprise 800 #. They said they would send a tow truck and I could swap in that town for another vehicle. Waited many hours with no word, so called thirty minutes after midnight they had still not found a tow truck. Beginning 6:15 AM they begin texting telling me they are still looking. Find a tow truck and the driver is 2 1/2 hrs away. He picks up the SUV, around 11:30 AM, so I go to the local small airport to get a working rental. The woman there is mad as heck...at me!?! What's with that? She is saying she doesn't have a vehicle for me, that there is no reservation, she is the only one working Saturday. With absolutely no focus on ANY solution, just simply mad at everyone. To be honest, I am the one losing an entire day of work that I have traveled far to do, so you think I would be the one upset but I find myself trying to calm HER down. I call the 800 # for some assistance and now she is yelling into my phone at the lady on the 800#. No good communication between Customer Service and their rental locations. I find myself de-escalating the situation rather than Enterprise Customer Service person trying to problem solve. Honestly, this can't be the first time this has ever happened. I'm the only person in the rental area of this small airport and things are this chaotic? She isn't even trying to juggle any other issue at hand. Oh my. She then goes so far as to say to me, "We'll the problem is you let them take the key. Normally, you would bring the key to me for an exchange!" What? Are you serious? I then naturally point out to her, that the tow truck driver would have a hard time moving the vehicle off his flatbed truck to wherever they sent him, if he didn't have the actual key to the vehicle. She quickly changes the subject. I explain, I realize she won't have the same vehicle, but I need to get back to the other location 1 1/2 hrs away and is there anything she can do to assist. After her making some phone calls, she places me in a Renegade. Not the size I had hoped because of my booth display, but it will get me to where I need to be. After spending well over an hour trading out my vehicle to something else, I then drive (now the second car) back to my work location 1 1/2 hrs away with no issues. Next morning, the second rental vehicle (the Renegade) had a ton of electrical issues...bells going off, continually dinging, saying the driver seatbelt not fastened, showing airbag lights, show parking brake on lights. Of course nothing is wrong with driving the vehicle, just electrical malfunction somewhere. I called them to let them know we are just down the road from my work and I'll check when we leave work at the end of the day to see if still happening because they will be closed by the time work ends and I can't miss another full day of work. End of the day, no issues, but because 2nd vehicle smaller than what we originally rented (a Caddy SUV for the 1st car) had to have a man with a UHaul help us move table and booth. Last day, wake up for 1 1/5 drive back to airport and all the bells and whistle start up again. Call the 800# for a trade before the next drive and they send me to the local rental shop. Again...this poor agent knows nothing about trading the vehicle for a 3rd time. Nothing stated on our reservation, no call to the location. Everyone is however returning tons of cars this particular morning because local event just ended, so we wait. Enterprise employee Turner helped us with a big smile and kind words, which was much different than I had received previously, and they brought around a new large Truck. Great for us to get back to airport, but unfortunately it was the day before that we needed all the space for our tables and booths. They cleaned the vehicle and got it ready for us, we then removed several items of garbage and someone's sock that was left behind by the previous users and continued on our way 1 1/2 hrs back to airport. Turned in the Red Truck. I thought we were all done, but if this adventure wasn't enough.....while sitting at the airport, waiting for our flight, we received a phone call from the location back where they towed the first SUV, not even a town I was staying in, telling us that we had somehow damaged the display screen on this brand new Caddy SUV and that we were responsible for repairing it. Of course we did nothing of the sort, but the guy was being a jerk to my husband on the phone. Thank goodness my husband remembered that I had video taped the SUV failing to shift right before I parked it and the tow truck came. There is is, full proof, nothing wrong with the screen when we turned it over to the tow truck company. So apparently the stress of pulling it on on the flatbed or something along the way, or dropping it off, caused the damage, but we had proof it wasn't us. I immediately called the 800# to get this on our record of rental and they said they would have a manager contact me to discuss. Back home several days later, no call, I called back and said I wanted to be certain to close this file and talk to a manager. I don't need some letter months down the road coming back claiming we damaged anything. Additionally they had no problem charging us for the full 9 days at a luxury rate, not to mention spending 2 work days focusing on rental car issues. Again no follow up. Three time requesting someone to call and discuss this with me. Crickets. They will take your money, charge you extra if you don't have it back on time, refuse to address their car issues, have customer service have you problem solve their issues, accuse you of damaging their vehicles and believe that their best foot forward in a situation where there are some challenges.... is to ignore you since they already have your money. Wow. I sure do have different opinion on this company now.”
“Renters beware, Rented a vehicle months ago. Had a confirmation for the vehicle.
Found out 4 days before they will not have the vehicle that I was Confrimed for.
How does this happen? When you rent you have to give the dates your renting and they shoud have it in the computer so that they know when they have incoming and outgoing vehicles?
Now sending me to the Airport to pick up a vehicle and hope for the kind I ordered.”
“The people I worked with at Enterprise North Pleasantburg were great. Justin and Chris gave me great service and clean cars. My problem was with Enterprise in general. It started the day I called the 800 number and was told I could pick up a car the next morning, Friday July 5th. When I got to the store in Brevard I was told that they had no cars available and wouldn't until the following Thursday, the 11th. That's when I found out that no one outside of the individual branches knows what cars are available. Certainly no one at the 800 number was any help. It turned out the individual websites could help and found out that there were no cars available within 100 miles of me. I located one at the GSP airport. Since we had such bad luck and my husband didn't want to drive for an hour and a half to find out the website information was wrong I called and confirmed that the car was there. Only when I got there it turns out Enterprise airport locations don't do insurance. We found a place to park and made some calls. I started with the store on Woodruff, and they were very pleasant even though they had no cars. They thought I might do better at North Pleasantburg and they were right. There was one car available and they would hold it for half an hour. We got lost but still got there in time. There was someone at the counter who wanted the car and had a reservation for an hour later. There was a car coming back from an oil change and they asked him to wait for his reservation time because they had already committed the only car on the lot. I got the car. I was very grateful. Chris asked me if the car was well cleaned and it was pristine. There was a packet of sanitizing products in case I was concerned about anything later. I had to pay over what State Farm would cover because it was bigger than they covered but I was happy to have a car since I only had two days to access my totalled car to remove my belongings. I had hoped to turn it in for a smaller vehicle after that but again, nothing was available.
So. I'm very happy with the service from Justin and Chris but even though I've used Enterprise for several years in several states because of your willingness to bring a car to me and not make me find a ride, I don't think that will make up for the time and trouble this rental caused me.”
