Enterprise Rent-A-Car Reviews

Get to Enterprise and first thing I notice is the awful smell inside their lobby (smelled like a toilet full of feces) and the employees said nothing! I was in and out of lobby numerous times just to catch my breath. Disgusting! Returned 6 days later and the smell was still there!! I returned my car and was charged $50 for having a few dog hairs in the back seat of car. I told manager of my inconvenience of having to take a taxi back and forth to get their rental and the 3rd world country operation they were running with intolerable hygiene in their place of business to which she replied- "I don’t know that we’ll be going back to providing rides for customers even after Covid" and that they were working on getting the bathroom fixed???. Unbelievable!!

As of December 20, after several calls and building frustration, they still have not called back with a solution. We are stuck at home, with 3 members of the family having taken vacation time from work. This is a very unusual and highly disappointing response from Enterprise, who I have given business for the last 15 years. They can do a lot better!!

In addition to the sales counter pressuring my driver into believing that he was required to accept the insurance as part of his rental, you do not get copies of this revised rental form. Their unfair tactic plays into Enterprise denying my refund because I did not cancel the Supplemental Insurance before the vehicle was returned. They pressured my driver to add insurance that we already had but their most concerning business practice is they do not email you any changes to your reservation. Without being emailed any updates, I thought Enterprise would honor the original reservation terms we agreed to but I was clearly wrong. Evidently, I was supposed to notify Enterprise to cancel the Supplement Insurance that I had no knowledge was added to the reservation. Reservation Confirmation Email send Aug 13th, 2020 at 10:02 AM. Confirmation #**.

I was fully prepared, but, also my address is only a PO BOX so I took in my bank statement that had both on it, my water/sewage bill that has the po box and my drivers license with the house address on it and I could have gotten them something else with my house address but they refused to accept them and they told me right out that even if I did get that one letter they still couldn't do anything for me all because all 3 of my major credit cards simply do not have the chip in them. They are mag stripe swipe only...

I walked out in tears at the horrible treatment I got and the fact that had I known you do not accept anything unless it has the chip in it I never would have even bothered to rent from you. I am furious at this especially since the others there were giving their credit cards and I watched them swipe their mag stripes but they refused mine flat out. Considering that nowhere on your website do you state that you accept those cards with chips ONLY I will conclude that I was treated with prejudice and you are horrible and racist and you can't say any different. WORST RENTAL AGENCY EVER. DO NOT RENT FROM THIS PREJUDICED COMPANY!!!

I picked up a car from Enterprise on November 20th, to drive to my parents' home for the following 10 days for Thanksgiving celebrations and catching up. The mistakes started out small. I noticed that the tire pressure in the back right tire was low almost immediately (~30PSI, where the others were in the low 40s). However, I pulled over about 10 miles later, filled it up, and it seemed relatively fine for the next 90 minutes. I parked it outside of my parent's house, went inside, and didn't think of it until two days later, when my father informed me that the back right tire was now completely flat.

I was obviously disappointed by this, but they put me in touch with AAA. I assumed they'd just change the tire, but they just put on the donut, and I drove it to a local Enterprise location 10 or 15 miles away to exchange it for another car, which was fine. Maybe an hour wasted and a single afternoon trip hiking lost, but it was an understandable issue that just happens sometime. I was told that they might toss a $50 repair charge on; I wasn't happy about this, but it didn't bother me too much. I failed to realize that the lack of introspection and failure to own up to their actions would be indicative of my relationship with Enterprise on this trip.

Upon returning home, I decided that it might be better to return home on Sunday than on the Monday morning that I had originally planned. I chatted with an Enterprise representative, who assured me that this was fine and normal, and that there were three locations in Newark available for after hours pickup on that day. It would cost roughly $50 to drop it off. He was the first of many woefully uninformed Enterprise representatives that I would encounter over the next few days.

As Sunday arrived, I hopped in the car a little after noon, and drove to Newark. The Enterprise location in question was pleasantly right off the road. However, no one was there, there was no drop box, and while street parking looked fine, the neighborhood was certainly a bit sketchy. I contacted Enterprise, and my new representative informed me that there should be a lock-box on the door. When I stated that there was not, she stated (in nicer terms, and with no admission of fault) that my previous representative lied to my face, because none of these locations were available. I asked her where to go, and she directed me to a location in Greenpoint that had after-hours drop-off. She gave me the address, and I left immediately.

After nearly 90 additional minutes, and several additional tolls, I arrived outside of the Greenpoint Enterprise. The only parking location I could find was wedged between two cars parked barely a car-length apart. It took nearly 5 minutes to get that car within six inches of the curb, and I must say that I was really impressed with myself. Alas, it was all in vain. The last Enterprise representative was no more honest nor better informed than the first. To this day, I still do not know if there was a box on that door in which to drop my keys, as the door itself was located forty feet behind a ten foot tall fence with some nice, pleasant barbed wire at the top.

I called Enterprise, naturally rather furious at this point. This rep, in the single most infuriating moment of the entire night, proceeded to tell me that I should keep the car until tomorrow. I proceeded to tell him that I was three hours away from my starting point, and 90 minutes away from home, and I would throw the keys in the East River if he wouldn't get off his backside and find me an Enterprise location that would accept the car. He gave me a location in Manhattan (just south of Washington Square Park), and off I set.

As many of you may have guessed by now, from the simple statistical accuracy of Enterprise service reps, this was not destined to work out. The Enterprise in question was open, but already 43% over capacity, and they could not take my car. When I asked if they could become 44% over capacity, they actually apologized, and said that only the Airport would be able to take it. To be honest here, despite its flaws, I still remember that Enterprise as the only place that night where I received knowledgeable customer service.

However, at the time, I was still furious. My 90 minute trip was currently past the 6 hour mark, it would take another hour to drop off the car, and it would take at least another hour home. At the time, I also wasn't sure if the intel I had gotten at the last location about the airport was good, or if it was just another false flag. I sat for five or ten minutes and considered tossing the keys in the East River. Or the Hudson; I wasn't picky. Eventually, though, I left, and dropped the car off at the airport (although being quite tired at this point, I did actually almost total it 5 minutes out by accident). I walked over to Terminal C, and headed back into the city. My initial 2:30-3:00 ETA for my apartment had become a 10:00 arrival.

We can round down and call it 7 hours wasted because of uninformed reps. Add another hour for for a flat tire at pickup. I've already paid about $50 in extra tolls, the drop-off fee was $120 instead of the $50 quoted (because the airport is more expensive), and I should still have the flat tire charge coming at some point.

Frankly, I have never, at any point in my life, encountered a company so uninformed about its own operations. As my fury has abated, I've been left only with a sense of bewilderment, that a company can be 0 for 4 on their own hours of operation or availability, and still have customers. My only solace is that they will have one less after that day.

Then the worker I had rent the vehicle for me found out that the brakes were faulty! She nearly rear ended a semi trailer on the freeway when the brake pedal pushed clear to the floor and while it slowed down slightly, she had to swerve off the freeway onto the shoulder at 60 mph to avoid a collision. Believe it or not, it gets worse from here.... I immediately called customer service and arranged to have the vehicle picked up and exchanged for a safe vehicle. This process took me being on hold and contentious conversation for over four hours! Enterprise, only after complaining sternly, then agreed to send a car to pick up my employee to go get another vehicle or and to have the truck they rented us towed back to their offices. Because, it wasn’t safe for them to drive but they sure didn’t see a problem renting us the vehicle. Turns out as well that they had sent a third party company to pick up my employee.

The Uber they sent showed up so late that had she taken the ride it would have delivered her to a closed location, leaving her stranded!! Calling yet again to customer service I was told there was nothing they could do for me or my employees. I ended up paying for two Uber to drive my employees home from the farm, some 59 miles from our rental house at a cost of over $190 dollars in total. Paid another $190 to get them to work the next day. The issue still has yet to be resolved and I will never rent from such a dangerous, poorly organized company again. They put my people’s lives at risk, lied about pricing, and couldn’t offer to resolve the issues in any way shape or form.

Yesterday, we received a text message saying we were in an accident on the date the car was returned. No documentation has been provided. We received no response to the e-mail. This could possibly be a scam, so I called Enterprise directly. They were no help whatsoever. They could not confirm that the phone number that the text came from was from their damage department. Their only suggestion was to call the number. Today I did some internet investigation and this appears to be a running problem with Enterprise. There are many people claiming this exact scenario. Even if this is a scam, minimally, my information was breached by Enterprise. If it isn't a scam, Enterprise is trying to file a fraudulent insurance claim.

My wife was there within 10 mins. Was told Samantha had left and vehicle was now getting an oil change and would take some time to be back. Marc told my wife the vehicle till 6pm by Marc. My wife called Marc back at 5 pm to confirm the vehicle was there to exchange and ready. Since this would now be here 2nd time there today. Marc said, "No problem, come in." My wife arrived at 5:45 pm to exchange vehicle and then was told the only vehicle available was an SUV. We would be responsible for the difference.

For two weeks we have been given the runaround. Today called me to rush in to exchange. Vehicle not there would be help till the evening. Then to arrive in the evening AGAIN. Car not there and only an upgraded vehicle was now available. Samantha and Marc were at the office in the evening when we arrived. Samantha response she did not know what happened to the vehicle after she called me to go in and exchange. Marc attitude and response, "Sorry that is all we now have. Take it or leave it."

There is NO CUSTOMER SERVICE in this office. How can two employees not communicate with each other and have a customer come out TWICE to exchange... verbally communicating to us that vehicle is ready and waiting. With no care of customers' time or willingness to be helpful. Beyond lost for words of how unsatisfied and frustrating this experience has been with this rental agency.

I thought it was a TOTAL SCAM - if it is a technical error on their end, Enterprise can call me the next day after I book the car. I would totally accept it and look for other options as there was still time for me to check around and secure a deal that I am comfortable with. But for less than 1 month, they just informed us and asked us to pay extra to rent a car from them because it was their fault or error! I don't know how a big company like Enterprise can treat customer like this! I am very disappointed with their handling and arrangement!

Jaila was very detailed, kind, friendly and extremely professional. My daughter looked at me and said "Dad...shes' extremely professional." Jaila, keep up the awesome job... You going to be a great manager and because of your kindness and professionalism, I believe that customers like me will never forget the great experience when they come in contact with you, and will become a lifetime customer of Enterprise. HAPPY CUSTOMER!!! :). Don

When I got to the counter they refused to rent to me because I had a debit card, and no flight information. I called customer service and was told this is the policy for all airports, and as a courtesy she offered me 2 days of free rental at any major airport! She had just got done telling me I can't rent from an airport with my debit card unless I have a flight! If I could give them 0 stars I would.

Original Review: I rent a car from Nov. 16.- Nov. 20. They give me rental agreement email for 4 days total price. When I return the car, they charged me 5 days, and told me 16-20 that's 5 calendar days. Can you believe that? Like we are not speak the same language!! I wish I can give you half star! The front and back glass was so dirty, hard to see then I had to clean them before I get in again. :(

I stood outside and watched several SUV vehicle being rented out. Basically I was told to take what Enterprise was offering or be stranded. I called my insurance rep. at GEICO who ask to speak with Enterprise agent after the conversation. The manager ended up placing me in a Nissan Rogue. This car was small and dirty as well. I was quoted the price amount that insurance companies paid per day for rentals. If I only knew that I would receive such a dirty car, that was unable to fit my family size with the worlds RUDEST service and I would be made to feel as if I was unworthy of a decent vehicle. I would NEVER had GEICO insurance company to give ENTERPRISE my business. I felt stranded abandoned and unsafe and the most vulnerable time. I was in WALDORF without a car! I would never recommend ENTERPRISE.

When it was returned, I received a letter stating there was damage to the roof of the car and I would have to pay the damages. This is a total lie!!! I have tried reaching out to them by phone and email with no response. I am not even being given the chance to dispute the claim. I am beginning to think they are using me to get the previous damage paid for because there was already damage to the car and nothing else happened to the car while in my possession. I will fight this with every fiber of my being! Rental date was 10/20/2020 just so anyone reading this review knows this is not an old review. It is a scam and an extremely dishonest company. I was happy to see all the other horrible reviews of this company so I know I am not the only one treated this way. No consumer should ever be treated like this under any circumstances.

Your driver's license isn't enough proof of your residence. They only accept credit cards. Ok fine, I am very annoyed to say the least. Ok so my mom can put it on her credit card and we can both be listed as drivers. Now I am told that only husband and wife can drive a rented vehicle. A mother and daughter both over 25 years of age can not both drive the rental. Only the person who has rented the car can drive it. I have never heard of such an absurdity like this. So if two people over 25 years old who are not married are going on a trip only one of the people will have the authority to drive.

Needless to say I was infuriated that two days were wasted in gas and time driving to Ocala Int'l Airport to rent from Enterprise for nothing. I would not ever recommend Enterprise to anyone. Nowhere on their website does it tell you any of these things nor do they tell you when you reserve the vehicle. I also emailed them and never received a response. A poorly run business with ignorant personnel working for them. Go rent from Hertz instead, they are far better.

Additionally, Enterprise told us that to avoid being charged for tolls, we need our own SunPass. We purchased a Sunpass, loaded it, and used our own. A week after van was returned our credit card was charged by Enterprise for Sunpass charges. They don't even follow their own rules. Incidentally, Sunpass confirmed that tolls were paid by us. And furthermore, Enterprise advised that picking up and returning drivers, a courtesy they used to offer, was no longer honored due to Covid. So, we paid for an Uber both ways. We learned that that was also a lie, and that Enterprise still provides the courtesy, however only to preferred clients. Not sure what qualifies as preferred ... they would not let us know. Enterprise can no longer be trusted.

Perplexed, I informed the individual I was flying out later the afternoon and no one informed me to arrive prior to noon which the stated return time. The sign on the door said the closing time was 2PM. I was told I had to keep the car and be charged through Monday. I do not need to include all the details of the exchange however, the unprofessional and borderline ignorance of this person is mindblowing. I will put forth all effort to write reviews and inform the public to stay away from this location.

Original Review: First time using Enterprise as their price was competitive. Not the cheapest just reasonable. Even though online price was reasonable at branch they throw the £1250 excess into the conversation (website says £250) so they managed to scare me enough to buy additional insurance and at the end rental cost was significantly over. Their system charged my credit card twice. After 10 days of ringing I am still waiting for the duplicated payment refund. Never had either problem with EuropCar or Hertz, their prices are more transparent and refunds are immediate. Won't be using Enterprise again that is for sure.

Upon returning the car, I received my email receipt charging me $66.XX per day! When I called them, the manager called me back assuring me that the price I was charged was the same price discussed and that I should check my initial email because the price was there. The email did not contain the price; it was in the attachment in the email. I did not check this initially, because I expect fair dealing when I am dealing fairly. I feel misled and dissatisfied, and will avoid renting from Enterprise again.

A while later I get a call saying they had no cars. So just so we are straight...a car rental company will let you book a car they don't have. So I call the guy at that location...he's no help...no cars. I call John back at this location. John says he has cars and to call the Enterprise Plus desk to switch the rental since I used points. That was huge fiasco. I spoke to 5 different people and one supervisor...they all said they couldn't help me find a car...that I had to call the local rental site. I said that I was told to call the Enterprise Plus desk to move my rental over to the new site since I used points also.

Apparently you get points at Enterprise to use for rentals but they don't actually like you to use them because they make it extremely difficult. In the end, I have no rental car from Enterprise, my points are gone, and I'm now having to call around to other rental car companies to find a car. This is the worse customer service experience...you have lost my business...not that you care.

Original Review: Oct. 8, 2020

I rented a vehicle through Priceline.com for Saturday, September 26, 2020 - Monday, September 28, 2020. I rented a mid-sized vehicle at rate of $36 per day. The agent initially gave me a mid-size and then took the keys back and switched me to a Rogue because she said that the mid-sized was not cleaned. She also refused to give me a receipt because she said due to COVID-19 they were not issuing receipts and promised to email it before the end of the day. The vehicle had 1/2 tank of gas.

I returned the car early on Sunday, September 27, 2020 (after hours) as anticipated with 3/4 tank of gas, with no damages (videotaped). They charged me $338 on 9/29/2020 and again $200 on 9/30/2020. Both are incorrect. The correct amount is $108 plus two days of loss damage coverage (approx $13 per day), so they have charged me almost $400 over the correct charge. I sent a request for contact to Enterprise but so far have heard nothing, but hopefully will before my deadline on Monday to file legal action. This is almost two weeks past the error and it still has not been corrected. Nothing has been submitted to my bank either which typically will make the correction as received the same day, but it has not even been submitted to my bank.

I called on the morning of Sept 25 to confirm that they had the vehicle and it would be ready by 5pm. I was told that the truck they had planned to give me was not there because the previous renter had asked for an extension. They said they were looking for another truck for us. Once again, I told them that it MUST be 4-wheel drive pickup truck and if they couldn't find one, to just cancel the reservation. I was asked to call back at 3pm and they would let me know something.

I called back at 3:30pm and was told "Yes, we found the vehicle you wanted" it's getting an oil change & cleaned up right now. Again, I asked.. "Are you sure it's a 4-wheel drive, because if it's not, then I don't want it." They said, "Oh yes ma'am, it's got everything you requested and will be ready when you get here." We go to pick it up at 4:30pm and it's a nice, new pickup truck, but I told them that it didn't look like a 4x4, I was assured it was. I got in the truck and I didn't see a control for 4-wheel drive that I'm used to seeing on 4x4's. When I questioned that, I was told..."Oh this is a brand new truck with all the new technology - it kicks in automatically and the controls for it are on the steering wheel, just sign here and you're good to go." So, trusting what we were told, we took off the next morning our journey 6+ hours away from home. I know this is long, but stay with me, cause it gets bad.

We get close to our destination that Saturday evening and on a single lane road some emergency vehicles came up from behind trying to get through, so (knowing that I'm in a 4-wheel drive) I pulled off on the rain-soaked shoulder of the road to let them through. But guess what happens when I try to pull back out? You got it! I'm stuck! We try our best to figure out how to get it in 4-wheel drive. We call enterprise customer service to see if they can walk us through the "new technology" with no luck. We pull out the manual and, of course, it shows a knob on the dash that needs to be engaged....but this truck didn't have that knob, because it was not equipped for 4-wheel drive!!!!

Next step, call enterprise's roadside assistance to come pull us out. We called several times only to get a recording that kept us on hold for half an hour. We give up, and pay a couple hundred dollars to get pulled out. We end up having to park close to a half a mile from the house. The next morning I planned to call the office that we rented from, but they are closed until Monday. When I call on Monday morning they say my best bet is to go to the nearest enterprise and try to exchange it for a 4x4. Their nearest location was over an hour away, so I suggested that THEY call there first and arrange it.

I get a call back a couple minutes later telling me that location doesn't have any 4x4's available. My wife & I have both lost a week's worth of pay, paid $200 to get unstuck, and are out almost $600 to enterprise for a vehicle that got nothing accomplished, except cost us even more time & money. When I returned the truck to enterprise and explained this whole story, they said they would take off $100 and give us one free day on a future rental. I am extremely disappointed. I have been renting vehicles from enterprise once a year, sometimes twice a year for the past 4+ years and that's what I get offered after this fiasco? They should be ashamed for lying to, deceiving, and misleading an older, naive, trusting couple.

Since I had no incident that could have caused any damage while I had the rental, the fact that the alleged damage was nearly impossible to see or under the vehicle, the damage points were separated by several feet not consistent with any type of collision there are only two explanations. One is the vehicle was damaged (due to the nature of the "damage" it would had to have been multiple incidents) beforehand and they missed it. Two they did shoddy repair work and decided to put a claim in when I returned it for a do over.

The rental "agent" tried everything he could to sell me their absurdly priced insurance. I know these laws well and know what coverage are required. Additionally you can buy equal rental coverage through insurers at 1/5 the cost of their overpriced options. This rental "agent" was so aggressive I finally said, "Look. I know how this works. I am not buying your insurance. I do not need it as I am covered. What do I have to tell you to get you to shut up about this?".

Never have I had such a rude pushy rental "agent" and I apparently made him angry. (They get a commission off that rip off insurance they sell). So when I return the vehicle who rushes out to check me in - The same idiot who now detects this "damage" - A dent in the bumper that can not be seen unless it is pushed on and he knew exactly where to push - What a surprise, a loose taillight and the item hanging from below the vehicle trunk area. This is not consistent with an act of vandalism either. Nor did I back into anything and to cause this damage it would have required multiple incidents and the item hanging from below the trunk is simply not consistent with any of those explanations.

This vehicle was rented locally in Florida. Enterprise has districts. Florida rentals are suffering greatly due to the reduced travel because of the pandemic. Before I rented I checked the staff out at two Tampa locations and decided the staff was either dishonest or did not know what they were talking about, again regarding insurance coverage required. I rented a total of 4 times for 16 days in Tampa. Prior to that I rented 10 weeks over a 5 year period in Colorado and several other times dating to the last century. Never had the slightest problem in Colorado or even in FL years past. Now this happens. This is obviously because of different districts and managers trying to defraud the public. Consumer complaints of this type are very numerous in Florida lately.

Save yourself some headaches in the Tampa area and rent from Avis who is only a few dollars more. The bills for these damages - An absurd $1200. If you need coverage obtain it from Bonzah or Allianz. Enterprise lurker, save your breath. I would not rent again from you in Tampa if you offered me a free month. Colorado maybe, but I have to see if you go belly up like Hertz. When these type of incidents start to occur it's a sure sign you are in trouble. I am sick of you people who try to rip off senior citizens to cover your problems. Be a adult about it and accept we are all suffering now.

What a joke! Enterprise is the WORST car rental agency EVER! They do not care about their customers. We were told that they rent out any pre-rented cars to customers that come to the desk throughout the day. The guy from AVIS said Enterprise had over-booked all week. What a crappy way to start your dream vacation! I'm here to warn others to never book with Enterprise!

I waited patiently on Monday and I still did not get my receipt so I called the National customer service number only to be told the same repeated thing I was told previously. I am dumbfounded that it’s taking Enterprise over 3 business working days to generate an electronic receipt. This rental is a corporate account and receipts have to be turned in as part of an expense report in a timely manner but Enterprise is making this difficult for me. As of cob today Monday 9/14... I still don’t have receipt. In the event I don’t receive my receipt on Tuesday 9/15... I will stop doing business with Enterprise.

When I finally reach an agent, he asked for some information and told me that someone from their corporate office would contact me. When I asked the agent about how long it would take for someone to contact, I was blown off. Bottom line is I never received any attempt at resolution from Enterprise who probably would have kept my money had I not reached out to Hotwire and explained the issue. To make matters worse, I was stranded at the airport for near 4 hours and still didn’t get to rent a car, and Enterprise has shown me that they could care less. Potential car renters***be warned..

I can't believe I had to wait that long. Five minutes after my appointment time would not be a huge deal, but 18? My time is valuable and this is completely unacceptable. I should have been offered something to help make up for the wait on the spot. They pay for an Uber drive because they are not doing their "We'll pick you up" service. Are the inconveniences experienced by customers who do not use a ride service less important than those who do? Also, the car's brakes squeak. It's very important to have a safe set of brakes on a car. If I had to suddenly slam on the brakes to avoid a car pulling out in front of me, what might be the result with these inefficient brakes?

Lastly, the employee who helped me said perfect over and over. I can't stand it when customer service people use that word over and over. It's really annoying. I am not fooled. The service was not perfect. The customer service lady on the phone at corporate spelled my name wrong and I did not receive my confirmation email either. In addition, I requested to return my rental at 11am and on the paperwork, it says 9am. I don't care if it costs extra to return it past the 72 hour mark. All she had to do was enter what I said.

The next day I actually came back with my self-owned car 8/16/20. Waited in line outside (lobby is not allowed) I Stopped the outside attendant pointed out the car, “look I returned it” he said yes, “we’ll send you a email receipt". Six days later a bill via email for 343.00$ For a Week on A One Day Rental. The car was parked in front at the foot of the wheelchair ramp and I had pointed their car rental return out the next day 8/16/20. No phone call to find out where the car is? No response from management despite my. Please don’t be fooled. The email Please email Care@Enterprise.com gives you a canned response. It’s a circle... Looks bleak.

To top it off, I was issued a car that was still filthy inside, I got all the way home before noticing that they failed to leave the key fob inside the car (car was already running when they put me in it) so I could not even use it the first day until they brought me the key. Just Unprofessional. This review will be taken down when I am rightfully credited back by Enterprise.

One month Later Enterprise Calls me and said there was Damage to the front end of the Car and it was going to cost $1,800.00 to repair. I argued and had my insurance call the Auto Mechanic Shop but Enterprise kept insisting. My Insurance paid because I didn't have a Enterprise Rep receive the car. I didn't have pictures either. Next time take it to Enterprise Office to receive or better yet DON'T USE ENTERPRISE RENTAL CAR!

Original Review: I've had a terrible experience with Enterprise beginning from the day I picked up my rental. First, the vehicle I was initially supposed to be renting was having "electrical issues" according to the sales associate, I was then offered a 12 passenger van which I declined due to the size and where I was traveling to, I asked instead if I could have a SUV that was on the lot, I was told no. I then had to wait for an hour for a nearby location to bring another vehicle like the one I reserved, once this vehicle pulled up you could see the damaged wheel well as well as the undercarriage hanging from the front bumper in addition to pet hair fleas and tons and tons of ants all over the vehicle. The sales associate ensured me that this vehicle was safe for my family and I of 7. With no other rental options available I had to take what I was given as I was due to leave for my family trip 9 1/2 hours away in just a few hours.

I proceeded home which was just down the street. Later on when I was ready for my trip I noticed that at a highway speed the vehicle had a bad shake as well as a a bad pull to the right and the undercarriage could be heard flapping. I called roadside who I also had many hiccups with, your representative sent me 1 hour north to The Melbourne airport where there was not another vehicle to accommodate my family and then sent me 2 1/2 hours back south to West Palm Beach airport when your associate Audrey at that location said you had multiple fleets available to accommodate a party of 7. Upon arriving at this location I was turned away, in fact the associates at Almo were so rude, "Shaq" in particular, the local police had to get involved. I then again had to call roadside for the multiple time and was told to drive to the Vero Beach location the next morning which was now 30 minutes north of my home.

Upon arrival at this location I was told I could not be accommodated yet again and needed to go back south 30 minutes to the location I originally rented from, on my drive back I spoke with the manager on duty who ensured he'd had a vehicle ready and waiting. Upon arrival the vehicle was not ready and I needed to wait 45 additional minutes. My trip at this point had been delayed over 8 hours. Once finally getting on the road I made a call to Escalations and filed a formal complaint which was August 19th 2020, it is now the 27th and I have yet to hear back from anyone regarding my complaint.

Fast forward to Sunday the 23rd of August, my family and I were involved in a very serious motor vehicle accident just off of the major highway, the accident was not our fault, we were hit by a driver who was looking for his phone on the floor board who ran a red light and then smashed into the back of the vehicle leaving some of us hurt and sore. Another call was then made to Roadside to report the accident whom was no help at all, my family was not in a safe location and was brought to one by the police of Adel GA and not roadside. We were then stranded at this location for about 7 hours, a car service eventually came to pick us up but was delayed another hour because they had not yet been paid by enterprise to drop my family off at the airport that was 2 1/2 hours away where I was told another vehicle would be waiting to continue the journey home finally.

Upon arrival at Jacksonville airport I was told I needed to pay the $500 deductible for the accident as well as another $200 deposit for the rental. Totally unacceptable!!!!. My family and I had to then "walk" to another location where we could rent a vehicle from another company to get home, so now I've wasted and extra $311.00 on another rental vehicle. The next morning I arrived to the local branch where I rented the vehicle from to then speak to another store manager and tell him this crazy rental story. I've done all the right things such as reporting to my insurance and also supplying your company with a police report of the accident proving that this accident I was involved in I was not at fault for. Enterprise has refused to refund any of my money or my security deposit.

I have also been told that your company whom you all work for could not locate the vehicle that was towed, please tell me why I called Roadside, Urgently and was able to locate the vehicle myself and give the local store all of the necessary info but yet an employee of the company cant do this themselves. I today 8 days from the day of rental and 4 days from the date of accident have yet to even receive an "I'm sorry for all of your troubles" phone call and if my family and I are ok. I'm beyond upset and would like someone to get in-touch with me immediately!!!

After getting a phone call from a rude person named "Shauna" from the Titusville location regarding a failure to return. I drove to the Cocoa location to speak with this Robert. Who was too busy on the phone to come out and talk to me and had Charlie do the back & forth. After about 15mn of waiting Charlie gives me an ULTIMATUM: You have to drop the car off now or face a failure to return (even though my due date was the next day 7/30). To which I replied: " And walk home under the rain?" To which he replied: "Yeah, or call an Uber". Seeing as I had come just to talk with Robert who didn't even bother, I didn't even have my wallet on me. I decided to take the car home as I was obviously not going to walk home under the rain.

The next morning between 8 and 9:30 I got 3 phone calls from them. I have since then returned the car and filed multiple complaints with customer service, escalation, their care.ehi email, their website, all telling me someone from the regional team will reach out to me ASAP. It's been 1 month. And no one is calling me. That's acceptance of guilt. We are August 11th. Enterprise still hasn't made a single effort to contact me. They should be ashamed. We are now August 26th and Enterprise has asked to "please stop contacting them regarding this" and that our business relationship was terminated and put me on their Do not rent list. Once again, they are treating me like a thief, they have sent 2 collection notices, to which I replied that I would pay for it when someone from corporate contacts me to talk and resolve this situation. What are they scared of?

I was able to find a vehicle and submitted the receipts as instructed. After one month, I have received no reimbursement. All of my emails to the customer service and branches have been ignored, and many of my calls to customer service resulted in being hung-up on. Another attempt today resulted in an hour long conversation where I was told that my original contract was modified the day after the car broke down and so Enterprise has no obligation for me to reimburse for any of the days following that and that they would not agree to pay for a vehicle. I explained over and over that all I did was follow the instructions of the customer service agent and now I am being told that what I was promised will not be upheld.

I was also told by the customer service agent that Enterprise rents cars but is not responsible if that car does not work and makes no promises to the customer that the car will work. I was shocked. I have never in my life received such poor customer service, been lied to by a Company and been given the runaround so many times. I don't know if this is a one-off experience or if the Company makes a habit of lying to customers and changing the contract after the fact, but I can say that I will not feel comfortable using this company and can definitely not suggest that anyone else use them.

Original Review: I mistakenly CHECKED THE BOX FOR INSURANCE. $19.99 A DAY that I did not want due to my insurance company covers rental cars. I told the agent this prior to walking around the car inspecting for any damage. He acknowledged that I said I have insurance and I showed him my insurance card. They refused to take the charge off my debit card so I had my bank stop payment. The Enterprise Zone Manager said he would remove the charge! AND he didn't so they reported it to all 3 credit reporting agencies.

Now I am blocked from renting a car from all national car rental agencies. All for not taking my time and reading the fine print. I rented the car to drive to Naples Florida for PROSTATE CANCER SURGERY! I did not take my car because it doesn't have Air Conditioning. $80.00 charge! Key West Florida Enterprise has a bad reputation. I called the ZONE MANAGER AT LEAST 5 TIMES! Every time he said he would take the $80.00 collection of my credit reports. HORRIBLE COMPANY! When I need to rent a car with air conditioning I have a small local car rental company that rent me a car for $20.00 a day and NO BOX TO CHECK FOR INSURANCE.

The staff was very unprofessional and borderline rude (Kaleb). He called us several times during the rental explaining that we would need to pay for the rental because the insurance company had only committed to a certain number of days. I wasn't sure why he didn't reach out to the insurance company or the repair shop since we had to provide all of that information when securing the rental. We return the rental on Friday (August 14th). I specifically asked Bryan if we had a balance and he said that the insurance company should take care of the expense at 100%. My husband received a call on Tuesday (August 18th) from Bryan stating that we had a balance over $180.00 dollars and would need to pay. Again no communication from the insurance company nor the repair shop stating that we had or would have a balance.

I called today and spoke with Nolan to see if the matter had been resolve. He said that my card had been charged for that amount. As of this evening, I have not received a statement from enterprise via email nor did they call me to discuss the final charge. I called both the insurance and the repair shop numerous of times (including yesterday) explaining that Enterprise was calling us and that I wasn't sure why they were not communicating with them directly. I know that there has been a significant turnover at this location (as I have seen over the years), however, I have never received this level of unprofessionalism from any staff and will not rent from this location again. The customer should never have to wear the burden of feeling harassed and unimportant.

My friend drove me the hour to the rental location. We arrived at about 11:40. When I walked in a male employee was on the phone with another customer. I heard him say that he had another car available and it was 15 dollars more per day, but he would give them a break and only charge them 10 dollars a day. After his phone conversation he talked to me. He asked for my name and went to the back of the office. He returned and told me that I had a 10:30 pick up appointment and he thought I was a no show so he rented the car out. He never bothered to call me to see if I was coming or not.

He went on to tell me that he had another car. I asked if it was the same price. He said no, it was 15 dollars more per day but he would give me a break and do 10 dollars a day. Does that sound familiar. I was very upset that he rented my car to someone else for being 1 hour and ten minutes late and he did not bother to call me. I talked to my friend and we decided to drive the extra 30 minutes to the nearby airport where I rented a car for a better price from a competitor.

I walked back in and they got us into a GMC. I requested that it would be returned at 10pm on Sunday evening at we had a 6 hour drive to do after we pack up her stuff. I return it at 5:00pm on the date in which I said I would turn it in and because they close at 2pm, you get charged an additional day. WHO KNEW???? So, not only do they not take debit cards, they will make an EXCEPTION and charge you a huge amount of money, they also charge you for additional days because they close at a strange hour.

I could of kept the car until today at 10:30am and still be charged the same amount of money that I was charged for today. I also said my 20 year old would be driving and they said that nobody under 25 can drive. I said well that's not true, I just received an email from Enterprise that said "Get them back to campus safely. We’ve reduced the minimum age for renting to 18 years old to help students return to school. Offer valid on Economy through Fullsize cars, Minivans, Small Pickup Trucks and Intermediate SUVs when reserved in advance through 9/30/2020." This was dated 8/11/2020. However, nobody at Spokane would accommodate this request either.

What I do know is that every person you speak to with Enterprise, blames the other person and there is not one consistent story, but they sure are good with taking your money and figuring out a way to keep the additional amount they kept! Our school has an account through Enterprise and I will be sure that they know that this is what is happening and they are in fact not assisting students in getting back to school and perhaps students will have to fight to get their last dollar back. I couldn't be more disappointed with my experience and the way I was continued to be treated today. I will go with Budget from this point forward and suggest that our contract change at work back to Budget!

I walk out to find that the lot is in a poorly lit garage, and that I am renting a dark grey car. A quick walk around would show no damage to the vehicle. The drive was uneventful, no collisions, no time to leave my car unattended, kept it in my garage once I arrived home the same day. Upon returning to RDU, the attendant points out a small ding in the top of the back seat door on the passenger side. Pictures later will show that the ding was barely thumb sized.

Since I know I incurred no accident, this damage had occurred prior to my time with the vehicle. They filed a damage report, and, since evidence gathering could only happen in a dark garage on a dark grey vehicle, I was stuck with the bill. It was such a superficial ding, I was not too worried about the cost....but I should have been. Their repair crew sent a bill for $1400! For a ding the size of a thumb. The breakdown was for ~$1000 for damages, and $400 in lost business for use of the car! ($100 per day X 4 days to repair the smallest ding) That is an increase of 40% of the damage to the vehicle on a car that was clearly not going to be in use!

Upon talking to my insurance company, I found that they didn't send them a $400 charge on their version of the bill, implying that the charge was a sucker charge. My wife and I filed a dispute with Enterprise which the agent in contact for the dispute said it would take 7-10 business days. Within 6 real days, we got our answer that they would not take any consideration and that we were responsible for all damages. No explanation into what they investigated. Just a bunch of smoke and mirrors to provide the appearance of research (any investigation would have shown a missing damage report prior to my own rental of the vehicle). If you rent with Enterprise Rent A Car, you are going to pay for more than your rental fees. You will pay for any vehicle damages in their existing fleet. Find a different rental agency.

The employee went inside the store and came back out a few minutes later to ask if we would be ok with a SUV which we were not. The entire purpose of us renting a truck was so that we could move some furniture, an SUV would not accomplish this unfortunately. The employee then walked back into the store and we waited for him to return. After about 30 minutes the employee returned to inform us that there were no trucks available for us to rent, he had contacted all the other locations and none were available.

We asked how someone was able to make a reservation when we had already made one for that day if they did not have enough trucks to fulfill the reservations that were made. We were informed that "if there were 10,000 trucks in the Houston area that Enterprise would take 100,000 reservations." This is just a single experience my wife and I had with Enterprise but I hope anyone who reads this will remember, just because you have a reservation it only means that you've actually accomplished nothing as it's a first come first serve system and you are guaranteed nothing.

I made reservations for a mid-sized SUV at the Edmond Oklahoma office. When I went to pick the SUV up the attendant told me to "Pick one." from the lot. I mentioned I had reserved a mid-sized SUV. Again, "Pick anyone you want." Not being too familiar with SUV's in general I walked around the lot looking for the largest cargo area, since I had to have room for my bicycle. I selected a one that, to the best of my judgement, seemed to have the largest available cargo space, compared to the others.

The attendant started the engine and A/C then proceeded to tell me of all my responsibilities as a renter. Strange that there wasn’t any mention of Enterprise’s responsibilities to the customer. So...I drive home and begin packing. After the A/C had been off for a period of time I noticed a cigarette odor. I began examining the vehicle and sure enough this vehicle had not been cleaned since it was returned to the Edmond Enterprise lot by the previous customer (Yes, I have photos of the inside of the vehicle). So much for the "propaganda" about keeping the customer safe from Covid.

I called the Enterprise office and explained what had happened and they apologized and ask me to bring the vehicle in but, with all the time I had lost already, I ask if they could bring me another SUV. I was informed that they would but they didn’t say when. I assumed my wait time would be brief. An hour later (they are less than 15 minutes away) I called to inquire about the rental. I was told by an attendant they would have one there by 6:00. At 6:30 I called again. Another attendant answered and said they made no such promise to deliver by 6:00.

I received the replacement vehicle around 7:00, (over 3 hours since I picked up the original SUV) it was a disappointment since it had no electric seats, less cargo space, incredible road noise, etc. I was later informed that they couldn't deliver until after they closed due to personnel shortage. Why didn't they just tell me that? I would have understood and taken the original SUV back myself for exchange.

Any guesses as to why I was told to "Pick one." when I was originally at Enterprise to pick up my mid-size SUV? It was because there were no mid-sized SUV's on the lot, and the attendant must have known that. Now for a side note: I’ve talked to others who went to pick up vehicles but the category vehicle they reserved was not available. Fortunately, Enterprise allows for upgrades at no additional cost (except for my case, there were no upgrades, only downgrades). I've experienced this myself and was grateful for an upgrade.

Well, it was a task getting everything in this Compact SUV but I did it. By the time I got to the state of Kentucky the low tire pressure came on. I called the Edmond office and they said to call a local office and maybe they would have an SUV they could switch with me. So, I kept stopping at gas stations to air up the tire until I could get to my destination in the next State. Of course the local Enterprise offices didn't have an extra SUV of any kind so I spent 2 hours taking it to an Enterprise facility and waited for the repair.

I was told by the Edmond office that I would receive a 40% discount off my bill. That equated to about $90 for being lied to, not getting what I'd ask for, taking care of tire maintenance, driving almost two thousand miles in a vehicle that had a suspension like an off road vehicle, and possibly being exposed to the Covid virus.

Previously, during the last vehicle reservation I made with the Edmond Enterprise Rental I had to wait 4 hours before the leak in a tire was repaired. Actually, the tire had to be replaced. I did get a hardy "Sorry" for having to wait so long. The time before this Enterprise did not have the category vehicle I reserved so I was given an upgrade. I didn't complain although it did get less miles per gallon than the vehicle I made reservations for.

They gave me a half a tank of gas and I returned it with a Full tank of gas to the Englewood location both in NJ. I did not receive any money back and was told I still owed $7.00. There is no way that I should’ve paid an additional $300 if my insurance was covering $30.00 per day even with taxes and fees and I would like to have my money back for what I paid out of pocket. I already contacted care@enterprise.com and the Hackensack NJ location, they were unhelpful. I don’t appreciate this type of customer service and I would like be reimbursed for my list of pocket expenses.

Original Review: When I got there to check in I noticed my name was about the third on the list I was picking up a Rent-A-Car because someone had rear ended me and then insurance company was paying for it. I never rented a car before so I was unaware that would be a $50 deposit so when I pulled out a debit card he told me that I couldn’t visit and then proceeded to hand him my Bank One student account card number. He picked it up, looked at it and tossed it back at the counter and walked away. After about waiting two hours outside I couldn’t believe the treatment I had. Thought I stood at the counter for 15 minutes and I proceeded to say, "Excuse me. Can I get some help." There was four people including the assistant manager standing there and no one I mean no one even turned around to look at me. I was unaware that him tossing my card on the counter was his way of telling me that they don’t accept it.

I loudly ask for the manager And the only person who would listen to me with someone who is detailing the cars and had to get the manager attention who is literally 2 feet away for me. This is when he proceeded to tell me that even though he did not check my car he knew for a fact it wasn’t a credit card. At that moment I was livid. I had literally been there two hours 20 minutes and watched everyone be polite and friendly to every customer who was in there. I’m not sure if it was because they were all ** and I was the only ** person there but I was the only one. No one asked how my day was and how I was doing.

After explaining all that to the manager I got loud and cussed at him and told him at least could I use his telephone to call right because my cell phone died and I had got dropped off. They wanted me to leave and said they were going to call the police so I told them to please call the police so I can ask them if they would give me a ride home. I sit out front for another 20 minutes in the sun waiting for a ride in the police to show up which the police never came but my ride did. I thought I was losing my mind and was second guessing myself. I literally called my bank and was asking the most stupid question, "Is this really a bank?" After letting me know I have money in my account and that it would’ve been fine for them to rent the car to me I ended up going to Hertz rental car who took the exact same card. No problems, no questions asked and upgraded my vehicle!

This was the worst experience of racial profiling I have ever experienced in my life. I’ve even been called the N-word numerous times in my lifetime but never did I have people two feet away from me ignore me like I was a ghost! I told the insurance companies what happened and I also told them that Hertz rental car took the same card with no problems because indeed it is a credit card! Not only is it a credit card it has my name On it, Funds in the account that would’ve been available to place on hold, And it’s also an interest bearing account which are very rare these days. This was the worst experience I’ve ever had in my life all because of the color of my skin and they made that very clear and very obvious!

I called in to let Enterprise know about the issue and asked if we could return the car the next day at the airport. I confirmed with customer service that this would be on their dime, because, in my opinion, that is the least they could do. After all, we spent money on ubers, parking, and it was just overall frustrating that their offices were closed in both cases. The rep was very nice and said, "Of course we will cover it. No problem at all. Everything will be fine."

Unfortunately, they charged me late fees, location change fees (which is just infuriatingly hilarious), and gas surcharges. I feel like I was still very calm and collected as I called in for the first 4 times to bring up the issue. I have to say, the customer service agents were all very pleasant as they assured me that everything would be solved. It wasn't until the 5th time, when I asked to speak to a manager and she essentially said, "you are screwed", that I realized they were not intending to make this right.

I have to say, I am not a review writer. I very rarely ever go to vent online. However, this is pure insanity. I work in marketing and having your inventory right is the bare minimum that is expected from you. To so blatantly push people to locations that have been closed for months and then charge location change fees is just criminal. I am pretty disappointed in a company that is big enough to where they should worry about integrity. However, I guess this is the new level of American business we can come to expect: low on quality, transparency, ethics, and all around social responsibility.

Original: The Enterprise Rent a Car branch in Calgary is a totally rip off. I rented a car for a month on agreed monthly rate. On return the sales person told me there are dents on roof top due to hail but in fact it was only rain. We ended up in argue and shouting as he was forcing me to accept to pay for the damage which was not true. Enterprise filed a claim against me for more than CAD 5000. This was illegal, false and cheating claim. This was the last time ever I used Enterprise for renting a car and I will never ever again use Enterprise for car rental. Also I will tell all my friends/colleagues/in companies that no one should go to Enterprise ever again.

I told her we had six people that were leaving for Branson Missouri the next day and my car was in the shop and I needed a large SUV or at a minimum a minivan. She again said when you make reservations there no guarantee that they will have that car. She was very snippy when she talked to me and so I asked for a manager, I think her name was Jasmine. It wasn’t much better.

And then physically went to the location because they did not answer any further Telephone calls that day. When I got up there I had the unfortunate experience of having to deal with Macy again. She was the only one up there that was not wearing a mask during this Covid pandemic, and that included all the customers that were there waiting on cars.

I was trying to explain my situation to her. She was like almost in my face, and I asked her if she could please wear a mask and she snippy said to me “are you here to discuss masks or renting a car”! I then asked to talk to the manager who then miraculously got me into a Range Rover. However when she walked in to get paper work, I discretely (or so I thought????) snapped a picture of Macy to send to their corporate office to show she was not wearing a mask and also to report her attitude.

Macy then looked up and saw me - went storming past me, glaring at me the entire time, and into the store. She then came back out and said they were not giving me a car. I asked to speak to a manager in person. Manager never came back out. I went down the street to the Toyota dealership, and they could not have been nicer to me and got me into a minivan with no problem at all. Everyone there was all masked up, and could not have been nicer.

I called customer service only to be put on hold, transferred to different numbers for over 90 minutes. When I did reach someone in the escalation department I explained what had happen only to be told my complaint would be directed to a corporate manager. Today is Saturday and my rental was from Sat. to Tues. when my car should be out of the shop. At best I will have to wait 3 days for a response and I am out $70 and still don't have transportation. I see from the reviews this is a common practice along with hidden fees. This type of service is totally unacceptable and very frustrating. When I rented cars through my company on my corporate account I never had an issue getting a car. Now that I am just a public consumer the level of service is less than poor.

Why is it that I am given a vehicle one day, I return it, and days later I'm not allowed to rent, even with the same person and EXACT card info that went thru the first time? It's like one day, they deem me worthy enough to give a car, the next day, it's a different story... AFTER taking and not returning $1100 from a family of 4 that was just in a car wreck...

Tyrone was talking leisurely with another employee when I drove up to return my car. He jumped up and held his hand up as if to say, "Hold that thought," to his co-worker. He was at my door before I was out of the car. He was polite and professional in every way. After he checked me out, he asked who was picking me up and directed me to a nearby location. I mentioned that my husband was a few minutes behind me, and Tyrone suggested that I do not wait in the heat. He told me where I could wait in the terminal.

But his concern did not stop there. I had forgotten to ask for a written receipt, though I know I would receive one via email. When I flagged him down a few minutes after we had finished, he had already checked another customer out. He said he would need to go into the Enterprise building and retrieve the receipt from the desk clerk. He offered to bring a cold bottle of water to me while I waited. When he returned, he gave me the number of my contract on a business card because I would have to personally request the receipt. He literally walked me to the door of the building to make sure I made it safely.

I was born at the beginning of the Baby Boomer generation, have taught high school 40+ years, and have dealt with a fair share of the younger generation. My experience tells me Tyrone has been raised to respect people and has been trained in the art of customer service. Thank you to Tyrone and to Enterprise for having the insight to hire him.

What they do is criminal and has single handedly drain our account. Yes, it was our choice to keep it but when the rate goes from $55 to $80 to $101 a day after we had the car for 4 months, that's wrong. Now we had to bring it back because we can't do $100 a day, we have no money left because of the last week getting charged 100 a day plus even with paying the extra for the damage waiver they still found a ** reason to keep our $200 deposit. DO NOT RENT FROM THIS PLACE UNLESS YOU ARE WELL OFF OR YOUR INSURANCE IS PAYING FOR IT. VERY UNHAPPY.

I requested a pickup time of 9am, but she suggested 9:30am to make sure that a car would be ready. So on Saturday morning we arrive at the Government Blvd location at 9:10am and stood in line 15 minutes in the hot sun because they are only doing curbside. I get to the agent who initially could not find my information. He then pulls me up and states that my reservation was at the other location. I leave and go to the location that he said, only to find out that they do not rent cars at that location, they sell them. Very confused and frustrated at this point I call the phone number to the location that I had from Friday. I called 3 times with no answer. I had been told on Friday that the locations close at noon on Saturdays so I was trying to contact them because I had a 10 o’clock appointment Saturday morning.

I finally called the 800 number at 9:45am and was on hold for 10 minutes. I spoke to an agent who told me that I was not in the system. I gave him all of my information multiple times and he could not find my reservation. I have to admit that by this time I was very frustrated because I saw my name on the tablet at the first location, now 30 minutes later I’m not there? Bull! I requested that he transfer me to someone else. I was on hold almost 10 minutes waiting to speak to a supervisor. This lady gets on the phone telling me that State Farm made my reservation for another location and she does not know who, how, or why the agent told me, if she told me, to go to the government Blvd location. Now you are trying to insult my intelligence.

I asked her why would I just show up somewhere if I was told to go somewhere else. The location that she was talking about was near my home. Why would I pass it to go further away? That doesn’t make sense. I asked her to pull up the name or employee number to the person that made my reservation on Friday and she stated that she did not have that information. A lie! How do you confirm reservation issues if you cannot back track your employees if necessary? Needless to say the supervisor told me that she could not guarantee that I could get a vehicle on Saturday because by now it was after 10:30am and my 9:30am reservation had been canceled and I would have to hope that the location had a vehicle available.

I also asked if the vehicle could be dropped off at my house since I was still trying to make my appointment to which she said no they do not do pickups and deliveries due to Covid. I informed her that they need to change their hold message, which states that Enterprise will deliver your vehicle to you. Now you are falsely advertising your services. So then she had to get it. Once again I was frustrated and by now pissed off because I had missed my 10 o’clock appointment because I was still on the phone with Enterprise Rent-a-Car.

The supervisor then transfers me to the Service Road location Mobile, Al, where I was informed that because I missed my 9:30am reservation that they did not have any vehicles available and that the only thing she could do is call me if she got a car in by 12 before they closed. I was on the phone with Enterprise for 58 minutes with no solution to the problem that they created. I missed my non-refundable appointment and still did not have a car.

Now, there were so many opportunities for Enterprise to make this experience better, but they chose not to. I was not late for my 9:30am pickup because I was where they told me to go. Long story short; I called State Farm and informed them of my issues and they sent my claim over to Hertz on the Beltline in Mobile, Al. My information was processing while I was driving to their location and they had me in a car in 10 minutes. I would not recommend Enterprise Rent-a-Car to anyone. They were very unprofessional and their customer service skills suck. I have asked my State Farm Agency to put a note in my file to NEVER SUGGEST ENTERPRISE TO ME AGAIN!

According to Lisa, the Office Manager “Hassan”, my apologies in advance if I misspelled the name – was not in the office when I called. I am appalled by this information – whoever I talked to that day lied and pretended to be the Manager to cover up the incident (at least this is my opinion). I cannot remember the person’s name because of my state of mind at the time of the conversation. However, I do remember asking the “Manager” his age because I found his analogy to be ignorant and insensitive. I forwarded the person’s age to the Care team and hope that they look into this questionable action. It should not be hard to figure out who this person is.

As a Business owner, I take pride of treating my clients with the outmost respect and professionalism. In addition- the kind of behavior that the Enterprise employee exhibited will not and never be tolerated by me. I have been a loyal customer of Enterprise. In fact, I like the company so much that I purchased a company vehicle from Enterprise and recommended the company to my colleagues, friends and family. What the employee does not realize when he threatened to charge my credit card double and revoke my membership is – there are other companies that provide the same service. Because of this incident – I will take my business somewhere else and persuade my colleagues, friend and family to do the same.

Original Review: I returned a rental on, 07/10/2020 at around 3:00 p.m. and interacted with an employee named John. At least that's what he said his name was on the video I recorded during our exchange. First and foremost, I forgot my mask in my wife's car, therefore I was not wearing one. When John came out, he started walking towards me. I panicked a little and told him in a concerned tone to stay away because I was not wearing a mask. He seemed offended by this and called me the term "Brotha". I found that to be a very inappropriate, offensive and unprofessional way to address a customer. Because of this, our interaction heated up. John said that although I returned the vehicle with the gas tank being almost full, that the tank was still 3 to 4 gallons short.

I stated in an annoyed voice that the gas gauge was at that exact same point when I picked up the rental. If you refer to the rental agreement, it says that the tank was 7/8 full when I picked it up. I said to John that he should not charge me for it and requested that he let me take the vehicle again to go and put 3 gallons of gas in it, as opposed to him charging me 10 dollars for it. At this point, we started arguing and I started recording the interaction because he threatened to charge my credit card double and revoke my membership. You will hear on the video that he claimed I threatened him because I kept asking him why he called me "Brotha". I told him that he should not charge my credit card, and he said that my contract expired and he would do what he wants and slammed the door. At this point, because of feeling degraded by John, I lost my temper and gave him the finger.

Lastly, I contacted the Arlington Heights office and asked to speak to the Manager. To my surprise, the Manager defended John’s action by saying I should not get offended because, as quoted “Are you familiar with the marines, well they refer to each other as brothers”, in which I replied –“That is your point of view and Marines are not the only ones who uses the term and that you should not have said that because in my point view – that term is also use to degrade people of color”.

As I stated, I recorded our heated interaction. I asked the Manager if he would take any action regarding this issue. He simply said''"I will talk to him". I was flabbergasted by this comment. Therefore, I sent an email to Enterprise Customer Service Dept. regarding this issue. If no action is taken, I will upload this video on Social Media Platforms and make John and Arlington Heights, IL Enterprise location famous for degrading a customer who is simply following the state mandate in regards to the Pandemic.

But it does not say I can only rent a Premium Vehicle if I Have a credit card. This is bias and discriminatory because not everyone has, wants, or needs a credit card. I would like to stay out of debt if you please. However It seems as enterprise wants me to be in debt just to rent a car from them HA! And let's not forget I didn't have this issue a couple of years ago and from what I was told they didn't make any changes to rules or laws. So what is it? Discrimination? Want to only allow certain people to have access to certain types of vehicles. But No worries. I found a better car rental company who was willing to take my $3k using my debit card and I received and was upgraded to a luxury SUV for a better rate. So now that I think about it I am glad you rejected me, you saved me some money.

When I dropped it off the very next day at another location in Norfolk that was more convenient for me he stated that he would have to start a claim process even after I stated the car was in this condition at pickup. I suggested him to call the witchduck location to confirm however he wasn’t willing to do that. Only suggested I took it back to witchduck in which at the time I wasn’t able to. At this point I am very disappointed with the treatment I receive and the overall Enterprise experience. If knew that I would be charged for the car damage that was previously done by someone else I would have decline the car and went elsewhere. HORRIBLE EXPERIENCE!

The manager who said she’d take my card & did all the original communication, was out of the office & COULDN’T ANSWER HER PHONE FROM A CALL FROM HER OWN OFFICE. So we had to leave without a vehicle & cancel our plans & drive an hour back home, where I’ll just send them with my personal vehicle, which is nicer than the rental anyways. I have them one star because the guy who helped us was extremely polite & apologetic.

They left me on hold for 20 minutes only to tell me that the closer location didn't have any vehicles available & that they'd come get me in 20 minutes. So the whole situation I was trying to avoid in the beginning ended up happening anyway.. I'm late waiting for them to drop the car off. But at least I'm finally on my way.. until I get on the road and the oil change light & check engine light both come on.. I didn't want to chance damaging their car by continuing to drive it in this condition so I stopped in another city & picked up another vehicle.. which put me even further behind schedule. Enterprise may be reasonable price wise, but my time is valuable too. If you value your time, Enterprise SUCKS.

1. They substituted our requested Ford Edge for a Chev Equinox and claimed it was the same class. Not So... Edge weight is 3,959 to 4,477 lbs, Equinox is 3,274 to 3,665 lbs. Edge wheelbase is 112.2″, Equinox is 107.3″. This is either deception (bait and switch) by Enterprise of lack on integrity by the agent (Stephanie).

2. The Los Angeles to Las Vegas drive was extremely uncomfortable.

3. It took us 45 minutes to get the car. Agent was confused and kept repeating requests. Took and returned my driver’s license 3 times. Agent needs customer service coaching.

4. Car was not clean and ready. Once we signed the rental agreement, we were informed we would have to wait for the car to be cleaned.

Like I said at the beginning, Enterprise is generally good but not this time. Avis next time.

Now, the brickyard is going to lock the gates in a couple of hours and I do not want to be stranded in Smyrna with my stuff on the side of the road and no vehicle. I was told if I could get a ride to the airport, they will give me another rental. I almost begged them to send someone out to see if they could air up and plug the tire. Nope, only option is to tow the vehicle. At this point, I am about to lose my mind. I have a 3 hour drive back to Augusta and really don't have anyone to assist me. My son is working and my daughter did not answer the phone. I do not want to inconvenience anyone else with my problems. Never have and never will. I was lucky to find a small compressor in my office, something that looks like was used to blow up beach balls. I try it anyways and the tire inflated. Thank God!

I drove to the closest auto shop and purchased an air compressor for $129.00 and filled tire again. I figured I might make it home at this point. Not so lucky, I had to stop on the interstate every 30 miles to put air in the tire while tractor trailers and cars were whizzing by me, rocking the car. Finally made it home much later than I expected, too exhausted to take anything out of the car but so very thankful that I MADE IT. Next morning, tire is totally flat. I unload the car, call Enterprise and let them deal with the damn car. Tow truck shows up about 2 hours after my initial call to Enterprise. At least I was at home and not on the road while waiting. Got to find something positive about this dreadful experience.

After tow truck driver departs with car, I drove my pickup to the local airport to close out my rental. The attendant was very nice and offered me a 10% discount on my next rental. I didn't want to make her feel as bad as I felt, but I almost laughed at the offer. Obviously, she has no idea what I went through to get back home, maybe she never was put in a situation like I was put in. I consider myself very independent and self efficient. I do not rely on others to assist me, I pay for what I have and always be prepared with my personal vehicles. I carry a spare in both my vehicles, compressor and battery booster in each vehicle plus tools. I don't want to rely on others and put them out to assist me. Enterprise put me in a BAD situation and it was the worst rental experience I ever had. I ever had.

She went on to say it was hers and she wants it back. I couldn't believe what I was hearing. I asked for someone above her. She said she was the Boss and if the car wasn't returned ASAP or I would be going to jail for auto theft. It was absolutely uncalled for and I informed her I would return the that evening and I would never rent from them ever again. She said she has plenty of Customers and don't me. I have rented cars for over 15yrs. I have never been talked to or treated so badly. And I have never been threatened. So needless to say I do not recommend renting from Enterprise at the Norfolk Airport. It was a very very bad experience. I still can't believe She threatened me. If I had ???? behind on payment I could understand requesting the car but not threats of theft charges. But again the car was paid for. I owed nothing. So Rent at your own risk.