Enterprise Rent-A-Car Reviews

On August 14, 2023, we were driving from Venice Beach to Kissimmee and again we were besieged by rain. This rain was not nearly as severe as the storm from earlier in our trip. Nonetheless, the lack of vehicle control returned. Perplexed as my husband was, he decided to look over the vehicle and saw the condition of the tires. The next morning, my husband called the local Enterprise office located on Orange Blossom Trail. He spoke to a gentleman named Hector. Hector told my husband to bring the car in and we would get a replacement vehicle.

Once we arrived at the OBT location we spoke to an Enterprise representative named Evan. Evan told us that the OBT location hadn't any replacement vehicle for us. Evan said that our choices are to either go to a Pep Boys or a Firestone to have the tires replaced or to go to the location at Orlando's Airport. Evan went on to say that the Airport is the largest Enterprise rental location in the area and they would have a replacement for us. As directed, my husband and I chose to drive to the Enterprise in Orlando's airport. We really did not want to deal with a car repair shop during our vacation.

When we arrived at the next Enterprise we spoke with the station manager, Robert **. Mr. ** told us that he did not have a comparable vehicle for a swap. He offered us either an intermediate sized vehicle or a pick-up truck. The intermediate size would not be able to fit all our luggage and the pick-up would leave our luggage exposed to the elements, as the storage space would be an open truck bed. Also, my husband and I thought that either of these vehicle choices would not make for a comfortable return drive to NYC. Mr. ** also suggested taking the truck to Pep Boys or Firestone. My husband asked if we went to either of those auto repair establishments, would we be expected to pay out of pocket in lieu of reimbursement. Mr. ** assured us that we wouldn't need to do that. He said that all we needed to do is tell the service shop that this is an Enterprise vehicle, show them our rental agreement, and they would take care of us.

Shortly after leaving Orlando, we decided to pull to the side of the road and call Enterprise directly. We were already misdirected twice and wanted to verify if the information regarding the repair shops was correct. After dialing Roadside Assistance and going through the prompts, we were connected with a representative named Elizabeth. During our 40+ minute conversation with Elizabeth, she informed us that if we brought the car to either auto repair establishment we would be covering the cost of the new tires. Elizabeth redirected us to the OBT location to get a replacement vehicle. We told her that we were turned away from there and she put us on a short hold to see if they had a car for us.

As expected, Elizabeth returned to the phone call to report that they did not have a car at OBT, for us. Elizabeth then told us to go to Orlando's airport for a swap. We told her that we tried this. Elizabeth insisted that we did not succeed in getting a replacement there because we did not go through Roadside Assistance. Now that we are going through RA, they will accommodate us with a car to swap. Chagrinned, my husband stated to Elizabeth that he did not want to drive back to Orlando and fight the traffic on that trip again. My husband mentally relented, as we were running out of options. Elizabeth placed us on hold again, and then again returned empty handed. Elizabeth said she was going to escalate this issue to management and would call us with information on where we could swap the vehicle. Now in a livid state of mind, we drove back to our hotel.

After some time, and no return call, we decided to call RA again. We reached a gentleman, whose name escapes me. He told us that RA tried to call us some time earlier but they failed to reach us. Regardless, RA said that they could not find a comparable vehicle to swap and put us in touch with a manager of a nearby Enterprise office in the Orlando Rosen Center Hotel, named Norm. Why we were given to Norm is beyond my understanding, but we spoke with him, as well. Norm could not help us but he did say that the information Elizabeth gave us regarding the repair shops was incorrect. We could take the truck to either Pep Boys or Firestone. He went on to say that we could also take the truck to Tire Plus or Tire Kingdom.

After finishing our phone call with Norm, my husband called the local Pep Boys. Pep Boys said that they couldn't help us today and that we should just bring the car in at 8:00 A.M., the next day. The gentleman at Pep Boys said that they would need to examine the car, come up with an estimate, and then apply to Enterprise for approval of the expenditure. Hearing this was quite disheartening. We already spent the bulk of our day (10:30 A.M. until 4:45 P.M.) dealing with this problem. Now we need to take a second day away from our vacation to attend to a safety issue with our rental vehicle. We called the Staten Island location to complain.

After hearing that we were given a dangerous vehicle to drive, they offered to credit us one day. Flummoxed, my husband pressed the issue, where the SI representative said that the manager of that office would credit us two days. My husband responded that although the the two day credit might seem generous because we were essentially without the vehicle for two days, but this does not take into account that our travel plans have been disrupted, and paid for passes and amenities could not be used, all because we needed to drive around Kissimmee and Orlando to repair your vehicle, so that we do not meet any misfortune on a drive home that will span over one thousand miles. That conversation was left to be continued when we return home.

As we now stand, my husband and I will go to Pep Boys in the morning. What will transpire there, Lord only knows. It is sufficient to say, without even knowing what will happen at Pep Boys, we are thoroughly annoyed. We are not writing to you to ask for any further help or assistance with this issue, but rather report on the misdirection, conflicting information, and the presentation of confusion, when visiting and speaking with various Enterprise employees.

There was no warning and no receipt. I was at work when I saw the charge of $221. I called the first time and they tell me the insurance shortchanged then. I call the insurance and they said it was because they didn't approve of the upgrade. I call back and get Sheridan who then tells me that she would have told me and why did I call in today about the upgrade if I knew nothing about it until that day. I called earlier that day, that's why. She then tells me that she'll call later which she never does. I call on my lunch and reach a guy who then tells me that there's nothing they can do and that it's closed out. Said I would have better luck getting the insurance to approve the upgrade.

I don't feel I should be charged an upgrade I wasn't aware of. I called back on my last break just to see if there was a chance it could be fixed before I reported the charge. The girl I reach called me a liar and proceeds to tell me I called a week ago about an upgrade. I called the insurance about an extension, but I did not know of an upgrade until today. I asked her to pull the call and she said she did but it was only the transcript. So she was going off of a flawed transcript and notes from someone who could have been trying to save themselves. I just want a refund.

The corporate office told him that they were not the correct office to contact and asked that he contact their customer service office, which he promptly did. The customer service office referred him back to the local rental agency in Davis. He was given the runaround from one office to another and nobody even tried to help or take some responsibility. About two weeks later he received an email from Enterprise’s risk management department sending him a detailed bill for the damage caused to their car during the accident. My son responded to the email and told them again about the missing items which were in the range of about $10,000 (the hearing aids alone were close to $6,000 and the cell phone over $1,000).

They responded that this was the first they heard about the loss of his items, that he should have contacted them immediately so that they could have allowed him to access the vehicle to get his belongings. They said the car has since been auctioned off to a third party. My son proceeded to send phone records to the risk management department that showed all the phone calls he had made - in a timely manner - to retrieve his items. After the risk management department received his phone records showing he had done his due diligence in getting his belongs back, all of a sudden they changed tune. They responded that he had failed to purchase additional insurance for personal belongings and they cited a section of the rental agreement that stated that Enterprise was not responsible for personal items prior, during and after the rental agreement and that even if the items had been stolen by an employee, they were not responsible.

My son wrote an email to the CEO of Enterprise explaining the situation. He was given the runaround from one office to another and back and was never told that the proper office to contact would have been their risk management department. How was he - as an outside person - supposed to know their internal structure and know that that would have been the appropriate office? Nobody from their customer service or corporate office or the local rental location ever told him that. The CEO’s office never even sent him a reply or acknowledged receipt of his email!

They surely insist on being paid for the damage to their vehicle caused in the accident, but they fail to take any responsibility for their failure to direct my son to the correct office and to help him get his items. While it is likely that he has no legal remedy to recoup any of the items, since he didn’t purchase additional insurance, it is flat out wrong and appalling that enterprise is taking this stand and is completely unwilling to accept responsibility for their conduct!

Somewhere in my files I probably still have a letter from Ted Tilden office? Thanking me for my patronage way back when, but unfortunately this time ended up renting a Volvo S90 B6 from your competition. My circumstances see me now renting cars on a regular basis (even weekly). I will try, try and try “perhaps” again but no system should make it this hard conduct business.

My friend needed to go to work and I felt stressed because she had to drive me all the way back home without a car. So I started calling to try and borrow more money. It takes about an hour but when I call them back they said it had been rented. It had been there all morning and afternoon and now it’s gone. I burst into tears and my friend was trying to console me. So I called every enterprise in Chattanooga and no cars. I call ft Oglethorpe and yes they had a smaller size pick up. Now this is about 60 miles from my home. I asked the girl was there any additional charges because I was only allowed so much per day. She did tell me about the extra charge. So I asked if they could change out the vehicle the next day. No problem she said. Ok so I go out there and this time my friend drops me off and goes to work.

Well when I get there I told the girl I had to put to put the money on 2 credit cards because I could only make one payment a day. We are only talking about 15.00 dollars. They will not take cash or two separate credit cards. Now I’m stuck 60 miles from home. Enterprise would not budge. I’m sitting in there crying and calling my banks to see if the could help me. They would had if the payment had not already posted and the system would not do it. I’m telling this girl I have no ride and I’m too far from home. She didn’t care. Her suggestion was basically, "Leave and I will reserve you one for tomorrow that will not have the 15.00 charge because it’s almost closing time."

Enterprise would not budge one inch to try and help me. I did not get home until 1 am after another friend got off from work on 2nd shift and gave me a ride home. The multiple times I called Geico did no good either. I will never refer anyone to Enterprise not even my worst enemy. Get your act together and show some compassion. Times are rough. People are over charging and it’s going to be America's downfall. We can’t even help out our own people.

First, I got bounced around and told conflicting information by different people- e.g. "I can't help you because you already checked in for your reservation," then told the same thing by the person I was directed to. Then I did not get the call back I was promised and nothing was resolved that day, so had to try again while at the airport waiting for my flight. This attempt was worse- I ultimately felt like I was being lied to/gaslit by at least one rep who told me I had not checked in for my reservation, but I had the email confirmation to prove it (not to mention my interactions with them the previous day on that exact thing), which she did not want to see when I offered.

I eventually asked them to keep the reservation just in case and call me if a car became available, but shortly after she rushed me off the phone I received an email stating "You canceled your reservation." Ultimately I had to rent from another company the day of my trip (my birthday, btw) and this cost me an extra $600 I did not have and am now having to pay off on my credit card. I reached out to them about this and received a very unhelpful response. After years of using Enterprise this has probably turned me off of them completely. Oh, no joke- 2.5 weeks later I received a voicemail saying they had a car available.

Hey. I know car repairs are expensive, I assumed with all the previous damage they would send me a prorated bill for prep and paint and I was estimating $500-700. Instead, I received a claim to my insurance company for the over $4000 to repair ALL the damage of the vehicle. I called trying to explain the situation but when I indicated there should be pictures of the pre-existing conditions, I was told they only have pictures of the returned vehicle. Here is the kicker, my co-worker’s wife works for Enterprise and when I told her what happened, she was not surprised. She told me this happens all the time. They flag anyone who does not buy the additional insurance and then they try to claim any and all repairs on renters’ personal insurance. I called my insurance company and told them NOT to pay anything as this claim was fraudulent. But was told, unless I had the previous pictures they could not do anything as the claim was filed.

I have already switched Insurance companies but Enterprise is coming after me for my deductible. This practice of filing fraudulent claims is not a decision made by an unscrupulous location. It is derived from a culture from the top down. After 20 years I am expecting Enterprise to make this right. If not, I will use my position as a marketing director to create a social media campaign including my company’s contacts with Disney and the NHL to inform every one of the deceitful culture driven by Andrew **, Chrissy **, Randal **, David ** and the other officers as well as the overseeing Board of Randa Duncan, Richard Bachman and the other Directors.

And after giving me major attitude for not answering their calls, they get mad at me for not being happy with them and having an attitude because I had to find a ride to their store. Then that ride had to come back and get me and take me home because they refused to rent to me because I accidentally left my wallet at home today. So apparently it's OK for them to have a horrible attitude and talk to you very rudely and unprofessionally, but if you have an attitude, they get mad and kick you out of their stupid store.

You people REALLY need to be careful with how you treat people!!! You have NO CLUE what people are going through in their personal lives!!!! You don't know that someone has been living a nightmare since her daddy died in September of 2020 due to leukemia or that her brother has turned her entire family against her. You have NO CLUE about the excessive suicidal thoughts someone may be struggling with on a daily basis and that your HORRIBLE AND UNPROFESSIONAL behavior just might be enough to push them over the edge!!!! AVOID THESE JERKS AT ALL COSTS!!!

The whole first exchange was pretty troubling. She was not kind. The Customer service was terrible and she was rude but I decided to go and speak to Daniel as she had advised. When I got to Daniel he asked me for my ID and asked me what happened. I explain to him that I had returned the car and that I needed a new one so that I would be staying in town for some time. He then made a joke about the fact that they had to make sure that I wasn’t going to steal the car and that’s why they had to be so thorough. I said that was fine, and reminded him that I’d brought the first car back. As he looked through my details I tried to lighten the mood and made small talk. I asked him where he was from. He said he was from Liberia. I ask him very professionally what brought him to Louisville. He looked me dead in the eyes and said “You.” You brought me to a Louisville “destiny” brought me to Louisville.

I was terribly uncomfortable but I shrugged it off and kind of tried to laugh it off as if he was joking. He asked where are you from? I said I was from California and he told me that I would be moving to Louisville. I told him that I didn’t want to move to Louisville and that I really liked California. And asked if he’d ever been explaining that if he’d ever gone to California he would know why I like it there. He said no and then asked me if it would be OK if he came to visit me in California. Again, it was not appropriate. I was just trying to get a rental car and it was up to him to approve it and he was using the time to flirt with me.

I again tried to go around his flirting and I said “Yes, you should go to California. It’s a very nice place.” trying to deflect and to let him know that was perfectly fine to go to California but also to try to not allow him to continue to hit on me. He said I didn’t ask you if I could go to California I ask if I could come and see YOU in California. There was another employee also in the office and he started laughing. He said, "I wasn’t sure if she would catch that." “He said he wanted to see YOU.”

They were making jokes about the fact that he was hitting on me. I then tried again to deflect and ask if there was anything else that he needed to know in case of my rental. Eventually, he got me another rental and said that he would walk me to get my rental. When he came out of the booth. He looked me up and down and said my favorite color is blue, I was wearing a blue dress, and then he made another statement which I couldn’t remember but he licked his lips as he looked me up and down. I said 'Yes, well, blue is the color of my charity that I started here.'

He pressed me then about where he could come to visit me. “Where can I come and see your charity work.” I didn’t say anything but instructed him to go to my charity website. We went into the office to get the keys and for me to sign paperwork and he again asked me how he would be able to find me and how he would be able to see me. I didn’t respond, hoping that I could go ahead and get into the car.

He then took the seatbelt from me, reached across my body, and snapped the seatbelt into place - reaching his arm, across my body to do it. I felt extremely uncomfortable and extremely violated. He treated me like a piece of meat. It was completely unprofessional and unacceptable behavior. This entire experience has felt extremely violating.

After I left I was very upset, recognizing that I have been sexually harassed. It was one of the first times that I had felt completely violated and felt that someone in a position of power used that power for leverage. He recognized that I needed a car and took the time to flirt with me rather than just solve the problem that I was there to solve. After that, I called customer service and explained what happened. As I spoke about the event I became more and more upset and started crying. Right now I feel totally disgusted and 100% violated.

They directed me to the Glen Burnie address for me to exchange my car. The representative inside told me that I should get back in the vehicle that I didn’t feel safe in and drive it back to the airport to exchange which I felt was a huge liability for your company…. And this is just simply due to the fact that they didn’t have any rentals available, is what I was told. so then I asked to speak to a manager.

Somehow, within a matter of minutes, they found a vehicle that they had available, and I was put into a lower class vehicle to sacrifice not having to drive a vehicle that was shaking on the highway that I didn’t feel safe driving. The manager then charged me $83 to switch vehicles closed out my account, charged me $430 to close out my account and told me that I would be refunded for the days that I didn’t use. On top of that they charged me an additional $839 for the new rental car so I am now over $1300 in the hole and my bank account is negative and I’m being charged $37 a day for overdraft fees, until I am refunded the money. I have been hung up on multiple times from multiple representatives in multiple departments. Happy 4th of July weekend to me!!! I will never ever ever use this company and I will be seeking legal advice. This is a horrible company and I highly recommend any other option. This has only been stressful and infuriating.


My confirmation number is **.

The result was that I was forced to go to another rental company (Budget) who did accept my MasterCard debit card, although of course since this was not reserved in advance, all the economy cars had sold out and I had to rent a large vehicle at twice the price I'd budgeted for. Plus because Budget has only an airport office, this added a lot of time and hassle to the final leg of my trip. I will not be using Enterprise again and will not recommend it to anyone.

My advice, if you book with Enterprise, but need to change the length of your rental, return the car and deal with someone in person at one of their branches because their outsourced help was absolutely horrific, non empathetic, rude and with varying understandings of enterprise systems which left us feeling confused, frustrated and taken advantage of. They have now joined out bottom list of rental companies. Advice to the company, stop outsourcing, practice empathy with your employees and streamline training with your employees so they are all on the same page on the company procedures.

That was in April. It is now June. Where are the coupons. I called yesterday May 31 and was told I would get it in 24 hours and that it had been submitted wrong in April. I called today June 1 and was told the agent made a mistake and it takes 3-5 days! So bottom line is Enteprise is giving me the run around and it's not, in my opinion reliable or honest. Also, word of note, Enterprise "partners" in other countries and in local US gas stations, etc are not actually Enterprise. They seem to be franchises or similar using the Enterprise name. Beware!

I spoke with Ashley on April 22 and she told me she will forward this to regional manager and they would be getting in touch with me in 48 hours. Nothing. On May 1 spoke with Leah and she said she will resend to regional manager and someone will get in touch with me 5-10 days. Then on May 18th, I called again and I spoke to Nicole, who said she would expedite matter to regional manager and I would hear back in 48 hours. It is now May 26. I also emailed the CEO, Head of service for Enterprise, COO, about 5-6 higher ups from enterprise in April. None of the emails were returned so I know they got my message. NO ONE HAS RESPONDED. I want to be reimbursed immediately. I am tired of getting the run around. The fact they can't show me a rental contract is very shady, yet they knew I wanted it? NO WAY. What they have done is illegal and have no proof.