“I rented a car in Miami Sunny Isles on July 8 returning on July 11. The car was dewlivered filthy and with a strong odor that ther attendant said was deodorizer. When the deodorizer wore off in a few hours the car smelled strongly. of smoking. I. had to haver my clothes cleaned and now I am getting a run arround from Enterprise on reimbursement”
“Booked rental car July 9th through 13th. Added
I-pass to vehicle prior to leaving. Post return of vehicle, I received a charge from Alamo for tolls. Upon realizing card was charged, I investigated the charges from both Alamo and I-pass. I found out, Alamo was double charging me for what I-pass already charged.
Called Alamo and was told an investigation would be conducted. After a while of only God knows what, I received a response from Alamo stating they would not refund the double charges but offered me a $4.95 inconvenience credit.
This is ridiculous because I had proof of toll charges both billed and paid from and to I-pass. They would not honor this stating, times dates don’t match however times were off by minutes and days were same days as my trip.”
“I am disappointed not only in the vehicles but customer service as well. I had 2 friends and their kid have to swap out 2 vehicles because first one broke down (oil change needed to be done in 2024) and the other one the battery died in the middle of nowhere up in Pennsylvania. You are failing to follow through with the most basic preventative vehicle maintenance and you are putting any families in danger due to this failure. You need to get your heads screwed on right and do TRUE preventative maintenance on all your vehicles or get out of the business of renting cars.
They called your customer service 24-hour line 3 TIMES and each time they were hung up on. When they finally were able to speak to one of your people, they said that no one could come pick them up, send a Lyft/Uber until 0800. They were forced to stay in a Sheetz truck stop with their 6 year old kid until you could be bothered to send someone out in the morning. Even though you did send out a tow truck, you would NOT allow them to even try and fix the car and if he was going to tow it, have my friends remove ALL their stuff before it was allowed. They chose not to remove their stuff from the rental because of their location. Lo and behold, 0800 comes out and there is no Lyft/Uber there as promised and when they called, they were informed that you (Enterprise) had no one to send out. This is unacceptable as a car rental and customer service. If you promise something, you better follow through!
Furthermore, when the parents of one of my friends called to make a reservation, the person they spoke to said they could do the reservation in their name and have it picked up by their daughter. When the day came for them to pick up the car under her parents name, they didn’t have it and said it was against your policies. If you promise a rental (even if it is against your policies), you MUST follow through and make that an exception or tell them when they call the policy and not give false information/hope.
I would like to commend the personnel at the Sheetz Truck stop for being extremely accommodating and understanding of my friends’ plight, unlike the Enterprise Car Rental company. Enterprise, due to your negligence in maintaining your cars, good customer service and not willing to work with my friends, you not only ruined your reputation, but you literally put in danger my 2 friends and their 6 year old. You should be ashamed of yourself and give them a full refund because of all the difficulties and danger you put them in. I will not be using Enterprise due to this extremely poor event that not only affected my friends, but their parents as well.”
“Was guaranteed 3 times a car would be available for me, just to drive 30min and be told they had no car and wouldn't for 2 more days. Mind you made the reservation 3 days prior. They need to stop LYING and guaranteeing cars if they don't or won't have them.”
“Unexpected One-Way Fee During Family Emergency – A Difficult Situation
"I recently rented a car from Enterprise in Colorado for a planned round trip. Unfortunately, while I was in Michigan, I received news of a sudden death in my family. This unforeseen and tragic circumstance required me to make a one-way trip back to Michigan, making it impossible to return the car to Colorado as originally planned.
When I explained the situation to Enterprise, I was informed that I would be charged a significant one-way fee because the car couldn't be returned to its original location. While I understand that one-way rentals typically incur a fee, it was incredibly challenging to be hit with this unexpected charge during such a difficult and emotional time. This was not a pre-planned decision but a direct consequence of a family tragedy.
I was hoping for some understanding or flexibility given the extenuating circumstances. It added considerable stress to an already heartbreaking situation. I believe there should be more consideration for customers facing genuine emergencies like this.”
“I wish I could give zero stars... Negative 5 stars. I booked in March for a trip the last week of July... Enterprise customer service reps are lairs... Do believe anything they say!!! The branch managers are the only ones you can trust. Florida desk staff are rude!!!! Sent entire vacation sitting in Enterprise waiting for a vehicle because the transmission light came and vehicle lost power.. Can't drive the vehicle and they have no vehicles. Have to sit for hours wait for promised calls that they never make. In hopes of getting another vehicle.”
“Booked a reservation for an SUV a week in advance to pick up my family from the airport. I get a call 15 minutes prior to the pickup time and I’m told that there are no vehicles available not even a larger vehicle. They just left me without a vehicle and my family stranded at the airport for several hours after a long flight. All they said was “sorry for the inconvenience. I had to find last minute alternative transportation that cost me $500 even though I had a reservation. What good is a reservation if it doesn’t reserve anything. I will be seeking damages in court from Enterprise if they do not step up and take responsibility for this unacceptable lack of customer service.”
“The assistant manager at the Richmond Lake Harbor location was very unhelpful and rude. The employees lie to their customers and then are not held responsible by management to what they communicate to their customers. I was talked down to and pushed off by the assistant manager and was told he would call me back, which he never did. My husband had to go the next day to get a solution to our issue. Awful experience”
“Losing $145,000 to a scam shattered me. I felt helpless and completely broken. That’s when I found Mrs. Mercy. Her team’s professionalism stood out right away. They didn’t sugarcoat anything—they gave me a clear roadmap and followed through with constant updates. I didn’t expect much, but they came through and recovered a large amount of what I lost. Their support made all the difference.”
“Losing $145,000 to a scam shattered me. I felt helpless and completely broken. That’s when I found Mrs. Mercy. Her team’s professionalism stood out right away. They didn’t sugarcoat anything—they gave me a clear roadmap and followed through with constant updates. I didn’t expect much, but they came through and recovered a large amount of what I lost. Their support made all the difference.”
“The vehicle I received was somewhat dirty on the outside, which was disappointing. The check-out process felt suspicious—no physical documents were provided, and the agent stated that all information would be sent by text. Upon returning the vehicle, there was no inspection or confirmation of the vehicle’s condition. I was later charged $28 for gas, even though I returned the car with the same fuel level as when I picked it up. No receipt was issued at the time of return; I was simply told to “check the text.” Overall, the experience lacked transparency and professionalism”
“This has been the worst customer service experience I’ve ever had. Enterprise Rent-A-Car charged me $500 over two weeks ago, even though the bill was fully covered by my insurance (State Farm). Since then, I’ve called multiple branches and customer service numbers, and absolutely no one has been able to help me. Every person I spoke with said they didn’t know anything. I’ve been passed from one clueless employee to another with zero results.
I asked several times to speak with a supervisor – no response. It’s clear that no one at Enterprise cares about their customers once they take your money.
At this point, I feel scammed. I have no refund, no answers, and no accountability from this company. I strongly advise others to avoid Enterprise unless you’re ready to fight just to get your own money back.
Alena B.”
“If I could give a zero star rating I would. This company advertises local or one way rentals. Last year I did this for my mother in law and had no issues. Trying to do so again and I was told they no longer offer one way rentals. Why? Does no one drive anymore? The customer service people were rude and acted like I was inconveniencing them by calling to ask questions.”
“am extremely disappointed in enterprise, I rented a car thru Costco for Berlin pickup. My flight was listed as on time but was late to the gate in Berlin
by 1 hour, I got to the enterprise desk 1.5 hours late. The agent told my my reservation auto canceled. Forced me into a 45 euro upgrade even though the lot was full of economy cars. On top of it all the car they gave me was only 3/4 full I complained to the agent in the lot, he said it all evens out in the end but to be sure to have it full when I return the car. I plan on complaining to Costco upon my return to the U.S and to my credit card company.”
“If I could give zero stars I would. We booked a reservation months in advance with my husband’s Enterprise Account. We have used the same account for years, booked multiple cars at once, never had a single issue, and this time Jennifer (the mgr that hung up on us) called us 1 week before pick up to tell us we can’t use this account for leisure and we would need to pay $2008 instead of $778 (the reservation price) because the SUV is in high demand. We will NEVER use Enterprise again. The manager who hung up on us told us they don’t usually confirm until 48 hrs. This has been a terrible experience and nowhere in the FAQs does it say anything about business vs leisure, nor does it give you an option to choose, and it’s never been stated before. Complete BS. Avoid Enterprise at all costs unless you want to be scammed at the last minute. Now we're scrambling last minute to find a big enough SUV.”
“Signed a contract for rental. Used rental. When I went to return it they magically showed me an updated contract that was not signed and made me pay OR they would just automatically charge my credit card. Turns out it was their mistake and they caught it after I signed the first contract and left with my car. And they actually argued with me about the whole situation. Never going back to Enterprise again”
“Bad customer service. Bad call center with poorly speaking folks and many voices in background. Then I got left hanging at an airport as my flight was late. Eateries knew it would be late as I gave them flight number. They told me someone would be there. Lies is all it was. Cost me extra cabs and hotels due to them messing it so bad.”
“Was lied to about car and pick up times. Requested later pick up and was told someone would be there. No one there. I was stranded !!!!
Never again !!! Enterprise no.
Lies and very poor customer service”
“The 1st cat i was given was visibly dirty. It had trash in the inside and dirty floor mats. I was given a replacement car that had dried up blood stains on the ceiling. I didn't notice until I was on the road. The company wasn't remorseful at all. I purchased a blanket to cover the seats and the blood transferred to the blanket. Management said the car detailers said it was coffee and they do a good job at cleaning the vehicles. If that was the case, why was the 1st car dirty”
