Enterprise Rent-A-Car

I made a reservation over the phone to pick up a car literally the next hour. I take an Uber to Enterprise just to be told that they don't have anymore cars for that day. There's no reason why the person who helped me book my reservation did not tell me or even check to make sure they had cars available. I will never do busy with that location ever again. And I'll make sure to ask if they have cars available before even leaving my house next time. - Colonial Heights VA

Don't sign that dotted line without checking your car. Because that's exactly what they do first. They ask you to sign then they give you a piece of crap car. You call it in then they give you a fake reference number. Then they don't recognize that reference number they give you and then they MAKE your insurance pay for their damage. Such thieves and the worst customer service ever. I will never ever rent a car from all 3 of their rental car services. They all suck!

I rented a van for a family getaway with 3 months in advance and the day of the pick up, they asked me the night before if I can be a little flexible with the pick up time. Of course I said yes, thinking that it will be 1 hour or 2 delay. The thing was that we went to the agency at three different times, last one at 7:00 pm, still the van wasn't there. We talked to the manager and everything, and nothing, just a card and words saying if we get your VAN I will call you! It didn't happened. Fact: The VAN never arrived. Consequence: we didn't go to our trip. The agency didn't help up to get another van as replace. That simple! They ruined our family vacation!

My name is Abram Reese and I rented a car from Enterprise in Fayetteville, Ga. This evening.

I'm sending this email about the EXCELLENT Customer Service I received from Sharee Stephen. I was having just an alright day before I was greeted by her beautiful personality and professionalism. I just wanted you and your company to know that she's definitely a "keeper." Thanks for your service.

I've been a gold customer for 6+ years and this guy Darian Espinal got my granddaughter banned from using enterprise. He is very rude and has a nasty attitude. You've just lost some great customers over this decision me plus the three other family members with a gold membership will now be straying away and using hertz, Sixt, etc!

We experienced a nightmare renting a van from Enterprise for our trip to Oktoberfest in Germany. The vehicle key stopped working, assistance never arrived, and refund promises were broken. We ended up paying for an unusable vehicle and facing additional expenses. A disappointing experience that demonstrates the lack of commitment and respect for the customer on the part of Enterprise.
Case Number / Rental agreement: 1PHXV5

My vehicle was T-boned by an Enterprise rental car driver. I reported the claim, only for them to constantly transfer me to different departments with no one to help me. After a week of waiting for a call back, I spoke with several people to get the name and phone number to an adjuster. Only for my calls to go to voicemail and emails to a fake email address (the message comes back as undeliverable). The Enterprise rental car driver was at fault and I just want my vehicle repaired.

Rented a car from them. It was broken. We turned back in within an hour. CC company said don't pay it and refunded us. Enterprise then decides to bill us for a delinquent charge. Worst rental car company out there.

For the first time in my life, I am writing a negative - very negative review of a rented car. It comes from Motor City Drive location in Colorado Springs. Huge mileage, over 22,000. Smell as if someone smoked in the car and then intensive sprays tried to overpower the bad smell - they did not quite succeeded. Dirty rear view mirror made it hard to see (see photo). A random piece of paper was glued to the windshield. I was promised a 4-wheel drive, and this was the only one: take it or leave it - just as God offered Adam to choose a wife. Zero stars would be fair - will have to select one star. Very disappointed, will try to avoid if possible.

Bailey helped me keep my reservation and made sure that I had a car when I got back from getting my drivers license. A Great Person!

Rented a SUV Premium through Hotwire for pick up this morning. Got there, said he didn't have the vehicle, we said we would accept a smaller suv. Then said that people ride by, see a vehicle on the lot, come in a rent it even if a reservation has been put on the vehicle. Then said we couldn't use a Visa debit/credit card drawn on a federal credit union. Said we needed bill statements from past 30 days. Then after finding those, he said we needed to supply 3 references! WTH!? We are in our 60's, perfect driving record. I am so angry right now and greatly disappointed.

Jaz who works at your West Palm Beach car rental center went above and beyond to return my $700 sunglasses left behind in our rental. She called the customer who had rented the vehicle after me, she talked to him to confirm the sunglasses were in fact in the vehicle and had him return them to the manager on duty upon returning the vehicle. She called me, advised me that I could pick them up at that time. She went above and beyond for us. Promote her! She cares! In this world it was refreshening to know there are still "gems in the workforce".

I received horrible experience from an agent at Cordova Tn GTown PKWY location. We made a reservation online for this location only to arrive and be told because we made it same day we would not be accommodated. The agent was very unprofessional and RUDE. I will never rent from enterprise going forward due to this ALWAYS being the issue with this company. They over book and waste customer's time.

What a saga this has been. I reserved a small to medium van to move myself and my partner from Aberdeen to London. Evening before pickup I get a call from Enterprise saying they don't have any small-medium vans but will try their best to get us a large one.
Not ideal as the van will be half empty and quite large to navigate through central London but what can you do, we were on a strict schedule.

When picking up the van the enterprise agent noted some damage to the vehicle however informed us that damage under the size of a £10 note is not recorded on paper by Enterprise as it is deemed cosmetic on a vehicle of that size. Regardless, we made sure to take photographs of the van as it was picked up (these photos have been sent to Enterprise in our attempt to reconcile with them).

A week after dropping the van off in London I received an email from Enterprise saying the van had sustained damage during our rental period and we would be charged £250 for repairs. Upon inspection of the damage report, it was obvious that the damage claimed to have been sustained during our rental period was in fact already present on the vehicle when we picked it up from the Aberdeen location.
Noting this, I emailed the agent in Aberdeen stating that this damage was already present and provided the photos we took when pickup up.

I have since had several unsuccessful communications with Enterprise. They do not care about anything I have to say and repeatedly send the same responses over and over.
I finally managed to get the charges reverse by my bank however today (11 months after this began) have had an email from a debt collection agency. I now see the only way out of this is small claims court.

Never will deal with Enterprise or their sister companies (Alamo and National) again and I strongly recommend others stay away.

RE: Nightmare experience in Arizona desert

I first want to state that throughout the years I have always had exemplary experiences with your company. The Saint George office has always been professional and great customer service.

Yesterday, our experience with your company was both frightening and drastically different.

8/30/23------------- We were returning from a 5-day trip to Lake Havasu. It was a lovely trip, and we were looking forward to returning to Saint George.
At around 11:35 driving through the Arizona desert, we experienced a flat tire. We had in our car
• A 4 foot cooler filled with groceries and ice, weighing around 80lbs
• 2 large suitcases
• 4 carryon bags
• 1 Laptop in bag
• 1 Electric car charging cable
• 1 Sunshade
• My wife (53) and myself (67)
I share this inventory to give you some sort of perspective of what we went through.

We called Enterprise and were told that our car did NOT have a spare tire and were transferred to Enterprise Emergency Road Service. Here the nightmare began.

The first operator was very difficult to understand. She said she could get a tow truck out to help us. I asked…….
1) Could they bring a spare so we could drive to the nearest Enterprise and get another car. I was told no, that is against company policy
2) I then asked if the tow truck could take our car and all our luggage to the nearest Enterprise office. I was told no, that in not on the drivers approved route.
3) I asked what our options were. She said he could drive us to the next exit where there was a Chevron, and she could then send us an Uber.
4) Or, we could ride with the tow truck driver and all our things 70 minutes to a airport outside of Vegas, because that was within his route.

This seemed really silly with the nearest Enterprise being 20 minutes in Bullhead City, and the airport being 60 miles away near Vegas.
She was basically saying those are the choices. She asked us to hand on after 43 minutes, and we were promptly disconnected. Next operator was not much better.
Understand. We were stuck out in the middle of nowhere and it was getting hotter and hotter!

Well, another hour went by in the blazing sun. It turns out the tow truck driver was given the wrong destination and went the opposite direction. He finally arrived.
This truck was not meant for passengers.
No one at any time asked if we needed any accommodation. The floorboard for the cab of this truck was taller than the top of my head.
I am disabled with my left leg not working properly.
Trying to climb up this side of this truck left me almost falling twice and I had to climb using my knees off the side fuel tanks.

You folks just assumed this would do.
So after multiple phone calls and the temperature climbing, we had the driver take us to the nearest exit and dump us in front of the Chevron.
All our things we had to unload with the car still loaded on the truck bed.

Meanwhile, we find out that when Enterprise sent us the link for Uber…….they don't go out that far. Link for Lyft? They don't go out that far.
I went into the Chevron Mart and the employee laughed and said no one comes out that way. Good luck getting a taxi!
Now we went to that location because we were told by Enterprise Emergency Road Service to do so!

But they had no way of helping us!
We were stranded with no car, all our luggage, and it was now 115 degrees.
Why would you rent a car without a spare, or ability to get us a car swap where we were?
Horrible customer service.

I called Jason at the Saint George Enterprise and told him the predicament we were in, and we were running out of phone charge on both our phones. He was the ONLY one that showed empathy and felt our panic.
He said he would call the Bullhead branch and try and get them to send us a car.
I called him back in 15 minutes and he said he kept getting disconnected. Just like us!

Our total calls?—19 including tow and Enterprise Emergency Road Service
Still no help

Finally a man pulled up in a large Dodge truck and said we looked abandoned and scared. We were soaked in sweat and completely angry and disappointed in you folks.
Over 3 hours had passed, and we were still stranded in the middle of the Arizona desert.

He said he just came from Bullhead City and was willing to give us a ride there.
His breath smelled heavy of alcohol, and his truck was filled to the ceiling with trash.
We didn't have many options. You folks had failed us and we were abandoned.
This guy was either a good Samaritan, or we were being stupid, and would regret it.

You folks left us no choice.
I called Jason and gave him the License number of the truck.
We loaded all our things and bare-knuckled all the way to your office in Bullhead City.
Thank goodness we got there.

Now it was 121 degrees and time to unload and load all our things again.
When I went into the office, I received ZERO sympathy. I asked if they had been called for our switch to another SUV, and was told we have a Mini Van, take it or leave it.
When I told the lead lady our situation, she said so. She had been through the same thing in Texas, and she survived. Just really crappy attitude.

Our trip home ended up taking 4 hours longer.
I missed an appointment at 3:00p.m. And we were drenched in sweat and felt like Enterprise Emergency Road Service went off a script and really did very little to help us out of a desperate situation.

If you are going to give people cars without a spare, they should be told so.
If you are going to profess to have Road Service, then you should be prepared to help people left abandoned by one of your cars.

My wife and I were left out in the middle of the desert with all our trip luggage and none of you helping us. I don't know what you can do to rectify this nightmare, but it was one of the worst experiences of our lives.

This was really the type of review that should wake up your policy makers and Customer Service management.

James Rillo

So I've been using Enterprise rental car for over 10 years with has companies and personal so for my Christmas vacation I received a big vehicle cost was $495 for 6 days. I sent my wife to go get the vehicle to pick it up the vehicle at 9:00 a.m. on Thursday December 21st 2023.

They decided to give her an upgrade and then at the end they proceeded to tell her that the car was going to cost $150 a day she call me, to tell me the cost. I told her no I'm not paying $150 a day for a Kia I passed my wife then I'll drive my own vehicle and forget Enterprise. There's no way I'm going to pay that amount for a Kia so even most of me as a customer I've been with you guys for 10 years thicker than never again. ENTERPRISE IN VALLEJO CA you suck!

You would have better luck having a Uber pick you up! Their customer Service is garbage. We ordered a service, they was supposed to drop the car off at certain time. Needless to say they don't even have services available for said time and are trying to figure out a solution…… I will
Never consider Enterprise Again ever.

I reserved a minivan at the Lexington KY Airport enterprise got there to be told they don't take visa debit. Ok its an airport thing. I actually called the reservation line and found out I can go off the air port and the card will work. Made my reservation and was half way there in a Uber when the guy I JUST made the reservation with called me and told me he suddenly doesn't have a mini van for me. That all of a sudden he realized he had 7 reservation but only 3 vehicles. I asked about other offices he said no one in Lexington KY had any. I'm extremely extremely dissatisfied with this company. And I feel disrespected and lied to.

They switched vehicles up on me. I had a Chev Equinox SUV RESERVED ahead of time BUT when I got there they'd given it to someone else so I was stuck with a Dodge Challenger for a 'WORK' vehicle (?). It was 4:30PM & I didn't have time to go elsewhere before dark. THEN they calim I 'scraped' a 'parking block' at the end of a parkin space and damage their vehicle. Wll IF I'd gotten what I was SUPPOSED TO that low to the ground Challenger might not have 'scraped' a 'parking block'. I dunno... I made complaint with my insurance who rented it for me as well. No one at Enterprise even cares... really?

I rented a car with Sikiru,and he was awesome …fast and knows his job….excellent made you feel like family …I can't say enough about him.thank you …Sikiru ….for your kindness ….

I will NEVER use Enterprise again! I paid my bills, and Enterprise double-charged me six months later. I had to stop payment and cancel my credit card. The local store told me to call corporate and washed their hand of my dilemma instead of solving my issue. Corporate was of no help after 6 calls! The insurance adjuster told me that they already were paid. Beware. NO ONE KNOWS WHAT IS GOING ON!

Absolutely the best attitude and accomodating service. Horrible car trouble on my only car. Fast response dependable availability of vehicles. Couldn't have got my broken vehicle fixed. Having a vehicle to get the parts needed to fix our family car and fill responsibilities of my business. Thank you, Manny!

Horrible people and horrible customer service! I have been going through enterprise for years now every time myself and my family go out of town or if a vehicle is out of service! I got red flag because one time there was a miscommunication and the gentleman that called me back was very very nasty and he told me why waste time on individuals like me when I was a one time deal at about 10 years I have been going through them like a communication very ignorant awful threaten full people I said just take your business elsewhere