“We rent with different car companies depending on the need, size of vehicle, and destination we’re traveling to. We’ve had experiences before that was less than ideal from Enterprise. This past was the worst. We had a family event for the weekend and specifically booked a midsize SUV and scheduled an 8am pick up. Not only was the car not available according to the Asst Mgr, Tatiana even though there were several midsize SUV on the lot. She tried to give us a smaller bright neon green vehicle, which was still not readily available. She then told us they’d be a Nissan available within the hour. We left and came back home to wait for the call, we never received. Around 11:30, we returned to the center since no one was answering the phone after multiple calls. We didn’t see the Asst Mgr but had a gentleman who said he was helping out but he normally worked in another location. I inquired about the midsize SUV and he wasn’t sure he had reserved it. He gave it to us and I could not help to notice that we’re getting real busy and people were waiting. The so-called Manager Trainee was still on the phone this time just like on our first visit. The customer service was abysmal and seemed unorganized. There’s so much room for improvement when it comes to organizational skills, customer service and proper staffing that I’m sure this branch could be more profitable with proper changes. I witnessed others frustrating to the point of leaving.”
“I made my reservation with the Broomfield office a week early, arranging to have them bring the car to the body shop at 4:30, on a Monday. I got to the body shop a little early, took care of business, and waited. And waited. Finally at about 4:50, the shop called the office to ask about my car. The office advised that they were LEAVING shortly. Later I learned that they were waiting for me to let them know I was at the shop. No one had bothered to tell me that. By 5:30, my wife was there to take me home. Apparently the rental arrived shortly after I left. I called the branch manager who was very apologetic, and new, and asked what she could do. She advised me that there seemed to be no record of my reserving a Traverse, etc. I requested that they bring my Chevy Traverse-class car to my home with another employee to take the driver back. When I Jeep Wagoneer showed up, I should have just said "no" and sent them back, as it would not fit into my garage, but I thought it might be fun to drive, so I called the manager and told her I would be bringing it back the next day for my Traverse. She apologized, again, and said they would be ready. I also advised her that, since it would not fit into my garage, I would not be responsible if it got hit by hail. The next day a texted the manager to let her know I was 20 min away. So far so good. When I arrived, the manager had left for a doctor's appointment, and the folks on duty seemed clueless that I was coming. They told me that they had no midsize SUV's, but that a woman had just come in to drop off a Rogue, and that they would clean it up while I wanted. What a circus. I feel sorry for the new manager. She has her work cut out for her.”
“I hired a car to do a long car trip with my son - London to the Lake District and back in a day - and the service from enterprise was initially great - a Fiat 500 ready and with me quickly - a lovely woman served me and showing me the car. The drive was fine (although the Fiat is hungry for petrol - I had to refill 3 times), but I was blighted by heavy rain and congestion on the way back. What Google predicted as a 5.5 hour drive, that I’d allowed 7 hours for, took me 7.5 hours. That extra 32 minutes cost me a whole days additional hire costs - £144. I understand - they need to guard against lateness - but the excessive nature of this charge means the only outcome that’s been achieved is that I’ll never use them again. Shame.”
“Stay away from Enterprise/Alamo, especially if you're in a foreign country. On our recent trip to London, we rented a car for a day. Little did we know the Brits have what's called "Congestion Violations", which are well-hidden cameras that nail you by the license plate for driving in a place where there's a lot of traffic. Okay... stuff happens. That's not Enterprises fault since they didn't come up with that. It would've been nice if the guy who helped us sign the paperwork had mentioned it especially since I told him we were staying near city center London... but whatever.
But here's where it got bad. The fine was 15 British pounds (about $20 USD), and you have to pay it in four days or it goes up to 90 pounds (about $120 USD). We never got a notice of the violation. Enterprise did get a notice. They sat on the fee for the 4 days and only then paid it, once it had gone up 600%! And on top of that, they charged us a 35 pounds (about $50 USD) "admin fee"... for doing nothing other than (maybe?) pushing a button. The back and forth with customer service was terrible. When I asked why they waited to pay the fee until it went up SIX TIMES higher, they hemmed and hawed about "company policy... it's your job to know about everything that could possible go wrong when you're in a foreign country...". HOW was I supposed to know about that fine? The fine went to ENTERPRISE... not ME! And I know they knew about it because they paid it eventually.
And then they charges us the full 125 pounds for the fee and their junk "admin" charge. I would've paid the fine had I known about it. They kept me in the dark and then blamed me.
Congratulations, guys. This is how you lose a customer forever. That was a dumb move, considering I've spent FAR more rental cars from them in the past than a lousy 35 pounds on their admin fee. Never again will I rent from them. They will need to enjoy their junk admin fee, because it's the last dollar they will ever receive from me or my family.
They get 2 stars because the car was fine. The experience overall was horrible, though.”
“They knew we were coming in and still had to wait for the car to be clean. The car they tried to give us smelled like smoke. Inside the car is a no smoking sign. So we had to wait for another car to get clean.”
“Horrible service! I was told that I would receive an email with confirmation, it never arrived. Then the car I reserved was rented out one hour after the appointment time.”
“We just rented a Nissan pathfinder at the enterprise in st.louis mo at the airport location. I must say it mut be just this location because most other places have been not this bad
The car is not clean there is pet hair and dander. Old trash like water bottles are still under the seats and not picked up. We are having to pay way way too much for a very mediocre SUV”
“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.”
“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!”
“We recently decided to treat ourselves by renting an exotic car for the first time. Unfortunately, within just three hours of driving to a single location and parking, we experienced a flat tire. To make matters worse, the car didn’t come equipped with a spare tire — something you’d expect to be accounted for in a high-end rental.
The vehicle had to be towed, and while we were provided a Lyft to an Enterprise location, there were no comparable cars available. We were then sent from one airport to another just to secure a replacement vehicle — an exhausting and frustrating detour during what was meant to be a special weekend.
Just when we thought things had finally been resolved, we found ourselves trapped — literally — at the Phoenix Sky Harbor Rental Car Center. The exit gates malfunctioned, leaving about 60 of us stuck in the garage, unable to leave.
This has easily been the most disappointing and chaotic rental experience we’ve ever had. It’s disheartening that our first time splurging for a special adult weekend was marred by such a string of preventable issues and poor coordination.
This experience deserves serious attention — and a meaningful resolution.”
“I used to use Enterprise on a regular basis and stopped because their prices are ridiculous. I remember when I could rent for 30-40 a day but now it's between 75 and 90 a day. More corporate greed. Very disappointed in them.”
“Well my car had a warranty issue. It allows for a rental car. My problem is Enterprise does not have another way to get deposit paid for renting. I had to put car in shop, got a rental but my debit card got hacked and I only had my husband's debit card to use but still I was unable to get a rental. There needs to be a secondary source for that deposit. Cash or checks.”
“Worse customer service I have ever experienced. Car broke down in a blizzard. I called the company road service. This happened on Saturday. They told me if I wanted a replacement car, I would have to go from Oshawa to Toronto Airport. I said I can not it is a blizzard. I had my grandson with me. Anyway, 5 phone calls to customer service?, and 5 tow truck calls to me, I still have no car replaced. Like, it is Monday night. I now have to wait until Tuesday for a call from a “ Manager”. Like what heck. Less than 15,000 kms, and it overheats?? Come on. I had to find a ride from the breakdown site to my home 50 kms away. Thanks. Geography lesson.”
“This is the second time trying to rent a vehicle. Called their rental number and went through the process and completed selecting and approval of rental only to have the pickup location call me and say they had no cars available. You would think that a rental company that's been in business this long that they would have a better inventory tracking system.”
“Bainbridge, GA store never answer the phone and my daughter was told to pick her car up Wednesday she works over a hour and 15 minutes away so she called several times and so did I and "NO" answer. So she drove to enterprise to pick up her car to be told it would be the next day. So she was told over the phone by one person that car would be ready for her on Wednesday between 9am and 5pm.”
“i went on their website to make a same day reservation. The website allowed me to make the reservation. When I called to get picked up from repair shop, I was told they had no cars. I thought that was the whole point in making a reservation. I asked for another locations number. I called and they said sure we have a car for you sitting right here, but we can't pick you up for 2 hours. I told them make the reservation and I would try and get a ride to them. I did and when i got there I was told they would have a car in 30 minutes or so. I finally got one and the final people I dealt with were helpful, but the whole make a reservation online is a joke.”
