“Horrible experience today. I rented a car today in Palm Desert and had a confirmation number. They had no car and wouldn't even call the Palm Springs location to ask if they had on e. They sent me home. I had a plane to catch”
“The worst! Cars are in bad shape, you get one car have trouble & they can’t even replace what you paid for, you end up with sub par car, no compensation for having issues with the car you rented! Long trip in a extremely small vehicle it’s a very long 11 hour drive, you would think you would get better gas mileage in a small car, it ended up being more expensive, overall experience horrible! Never again! As they say renter beware!”
“The young lady at the Destin fort Walton airport in Florida went about and beyond. When budget dropped the ball on my rental that I had reserved weeks prior she went above and beyond to help me get a rental for the week. If I could remember her name id definitely post it 😃👍 keep up the great work young lady”
“I am writing to express my extreme dissatisfaction with the service my son received today regarding a flat tire on his rental car. He is currently using a rental due to a recent accident where his own vehicle was hit by another driver.
When the flat tire occurred, he contacted your company for assistance. He was informed that he could either pay out-of-pocket for the tire to be fixed or replaced and then be reimbursed, or the car would need to be towed and he would be picked up to receive a replacement vehicle. As a college student, paying for a new tire upfront is not a viable option for him, so he agreed to the towing and replacement process.
Unfortunately, during this call, my son encountered a specialist named Carolyn who was exceptionally rude and argumentative. To our disbelief, she even hung up on him. This level of customer service is completely unacceptable and the overall experience has been far below any reasonable expectation.”
“I had a bad experience with the vehicle I was provide with! It shut off completely in the freeway ramp! I almost got hit from behind and my hazards lights were not working. Enterprise still hasn’t done anything about the situation knowing I could of die from a bad car accident”
“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.”
