“They cancelled my reservation at the very last minute, 11:46 am for noon pickup. They told me there were 44 people ahead of me to be rebooked, but let me reserve the car prior to that with no issues. Don't book ever with Enterprise. They overbook ridiculously and even though you have a confirmation number, you will likely get a last minute cancellation and be left with no car and no options. This organization cares only about money, not that you thought a reservation meant you had a car.”
“This is a cautionary tale. Please read it carefully.
I rented a vehicle from the Phoenix airport to drive to Sedona (one way rental). I picked the car up at 2 pm on May 3rd and returned it same day to the Cottonwood location. (closest location to Sedona open at time of dropoff)
Mistakes I made:
1) The Phoenix airport rental pickup location is in a dark garage. I didn't look closely enough at the car in a location that was well lit. Had I done that I would noticed some very old scratches on the vehicle)
2) Drove the car without stopping to the rental location-which is a "franchise" location. Mistake #2: Enterprise corporate and "franchise" locations are at odds with each other, especially when it comes to the "condition" of vehicles that are dropped off. Corporate crucifies the franchises for not noting damage to the vehicles and they guy let me know that. He promptly noted all of the minor scratches that he saw on the vehicle that I missed as well as some damage to the undercarriage that I could have never seen.
3) When I returned to Phoenix I contacted the location manager and told him what happened. I noted that I drove the exact distance to the Cottonwood location (verified by the mileage) and clearly I didn't run into anybody because there was no damage to the vehicle other than the minor scratches that were really old. I'm not sure how I would have known that there was something wrong with the undercarriage because I'm not a mechanic. He said that he couldn't do anything about it-that it was out of his hands.
So now I'm paying a $1,000 deductible for something that I didn't do. And Enterprise was not understanding or friendly about this during the investigation process.
Some things that I need to let you know about Enterprise:
1) Don't mistake the "bouncy" and "happy" reps in the lot that show you your car as looking out for the customer. They're trying to get points for friendliness that rolls into the reviews that people place and get them awards. They're not going to help you or have your back when you come back and say "We looked at the car together, you didn't see anything, did you?"
2) TAKE PICTURES OF THE VEHICLE FROM ANGLES IN DIRECT SUNLIGHT. It's the best way to protect yourself. Look at everything on the vehicle-including beneath the vehicle-and if something looks funny, ask for a manager to note it.
3) If you're going to drop off at a Franchise location, have your pictures ready and make sure you are there when they are inspecting the vehicle to protect yourself. Don't just leave the keys or you may be surprised.
I'm sharing my experience to earn others about the dysfunctionality that exists in this process at Enterprise because I normally rent from Hertz and have never had anything like this happen.
Good luck.”
“Called ahead for a car pick up after dropping off my luxury BMW only to have one option. a freaking minivan. The service person (Miles) was not very accommodating. Then there was a wait of 1 hour while they cleaned the only vehicle they had left, which was used to transport me from the dealership. This is the 702 Rockville Pike location. I was not happy with the service I received considering I called ahead and was reassured they would have a nice vehicle for me. Otherwise I could have delayed my drop off by one day. My guess is that I will have to put gas in it myself considering they had a discussion about gas codes and how they can’t fuel the car. Now the phone is ringing off the hook.”
“Call to rent a car for two days. Confirmation number in hand. Right before I’m leaving to pick it up. They leave a message on my phone stating sorry we do not have a car available for you. Every time I tried calling back to speak to someone at the pickup location. They see my phone number and pick up the phone and hang up! This is no way to run a business! I will never use them again.”
“No responce to complaint. I spoke with 5 representatives over 5+ weeks; Including the "escallation" specalist and I NEVER RECEIVED A CALLBACK, EMAIL OR TEXT.
Why have a customer service if they do nothing. Very frustrated and disappointed and asked huge waste of my time and energy.”
“Made a reservation after reading policy they lied when I got there they didn’t accept my reservation
Called them on the phone at the headquarters and they made a different reservation at another location and promised me everything was set , got there 2 hours later and they lied !!!!!!!!! I hate enterprise!!!!!!!!!”
“11/11/24- gave 1 star because you can’t give 0.
Info: enterprise, national,Alamo are ALL the SAME company!!!
11/8/24 made a reservation over the phone for Tampa airport pickup at 12:30AM 11/9/24 due to flying in for an urgent family emergency.
When I landed, I chose my car but then could not get out of the airport due to the reservation having the wrong date of pick up, as well as the wrong drop off location that would have cost me an additional $300 charge.
The man who took my reservation made the pick up for 11/12/24 not 11/9/24. When I tried to make a new reservation I was told I would have to wait in the airport till 7am when the counters reopened. I tried explaining I was trying to get to a family member before they passed. Nothing, just kept saying I had to wait there was nothing they could do.
I reached out to Budget, not only did they listen, they had a car brought in for me. Sadly I still never got out of the Tampa Airport till 4am and was too late by an hour. Had Enterprise just done their job, I would have had time to say my good byes.
On 11/10/24 “Marissa” from Enterprise (813-304-8504 not sure that is a correct name) left me a Vm using my correct name asking for a pic of the vin number of the car I had taken as it was missing from the paperwork.
Seriously?!!!!
I text back stating I not only did not have their car, but that I would never use them again.
Her text back were unprofessional, no apology.
We went back and forth a few times and when I said I would be reporting her she pulled back all the text she had sent me. I did screen shot them. So to remember never to deal with this company again. She responded 1 last time and called me now by a differnt name. Supposedly she sent her response to me by accident as she had been talking with another client.
Even worse!!! Do your job and watch what your doing!!! This proved my point exactly!!!
So unprofessional. They made a mistake, took no responsibility for it, she called and was seeing the original correct reservation now and then made it seem as she was doing me a hugh favor by cancelling it and not charging me.
Their horrible customer service and mixed up computer system caused me a great heartfelt loss that I will never have a chance to change.
Please do not chance any important meeting with this company. They, Marissa, will show you absolutely no sympathy, empathy, or professionalism for THEIR MISTAKE.
Amy S.”
“I called in the morning to get picked up and reserve a car. The woman I spoke with said I would be picked up at 12. At 12:20 I called, knowing they close at 1 on a Sunday. After waiting 15 minutes to talk to someone, I spoke to the same woman and she said the car was waiting at the location. I told her I had asked to be picked up and she said there was no request for a pick up and said this was the first time she had seen the reservation, even though SHE had made it, the same woman. And it was too late at that point to pick me up. And I am really angry because I needed a car for tomorrow and I cannot get another one from anyone else in time.”
“I rent cars for enterprise issaquah location for about 20+ years, never have had any bad experiences in the past,today 11/09/2024 i have the worst experience on my life at this location with the guy at the front desk, I give my driver license which expired yesterday 11/08/2024 and have a hole on it and I give my temporary paper license driver to the guy at the beginning the guy doesn’t want to take my old driver and my new temporary driver license,no ,no,no the guy wants a plastic real license driver, I explained the guy i was waiting for my new driver license,then every single time on the pass I used my debit card and same debit card to pay for rent,the guy refused to take my debit card, I explained the guy that I always used my debit card and same debit card and he still refused, I explained the guy online i read that i can use Nd show my driver license to pay for the rent,the guy refused ,the guy doesn’t care about what inline said his location his rules,the guy ask me for my house rental contract,paystub,electricity bill,nad he keep going and going and going (looks like the guy doesn’t like hispanic customers),wors,worst,worst experience,and the car the guy give me has a flat tire,rear camera holding with electrical tape,car leaking oil like crazy,shame in the guy and the location,I keep calling guy because he doesn’t even have name tag,”
“They suck. Tried to do our rental car it was over 1,300 supposedly there was a cap or credit limit. They would not let me split the payment onto more than one debit credit card. Asked if we could pay everything in cash they would not accept cash!!! They said we can't do anything about it it's systems. It's nice that no one's responsible but systems which means no one takes responsibility for the s***** work they do.”
“Your associated location in Burnaby, BC, got my signature under duress on a tablet for the receipt of a vehicle, and mislead me about the car I was signing for. It was raining, and the enterprise staff member was late, aggressive and disrespectuful. However, I ended up signing based on the fact that the rental was for only a day, the "reputation" of Enterprise, the pressure of being late for work (due to your employee's tardiness). Everything about the process was irregular. The next day the called me to say the car had a damage, and it would be on me. I called and emailed multiple times to explain the irregularities in the case. Since the shady employee had already obtained my signature in a tablet, Enterprise did not bother to call me back to investigate. Once Enterprise has your credit card, they will just bully you into paying or else. I emailed Customer Service multiple times but the only response i got was that my complaint had been forwarded "to the highest level of management above the location". Their only investigation appears to have been to call the location that pinned a damaged car on me, and believe them. I was never called to hear my side. The irregularities were NEVER addressed.
Six months later and I still feel I was scammed $405 and feel bitter about it, for which I decided to file reviews, so people become aware. I understand it could be a bad staff member, or a bad location. However, Enterprise did not listen to me, and limited itself to call the ofending location, and believe them. I tell people that if they wish to rent from Enterprise, better take both picturec and video of every corner of the vehicle. If it is raining, or any duress situation, be aware that once they signed in their little tablet and Enterprise get hold of your credit card, you will no have recourse. I was made to feel totally powerless.”
“I had to put my car in the shop for repairs and my insurance company paid for rental car for 7 days. The enterprise 210 Texas Columbia mo. Refused to release a car after being paid for.”
“I had a car accident on 10/31/24. I received my rental car on 11/1/24 a 2024 Nissan Altima and the tire light came on saying low air. I noticed to the tire cap was missing, therefore I put air in the tire and purchased a tire cap from Walmart hoping this would fix the problem. On the morning of 11/2/24 I was driving to work and the tire light came on saying low air. I called Aiken enterprise to inform them, I was told by the rep they did not have any cars available and that I could take the car a local service shop. I informed the rep that I was on my job and didn’t have time and she eventually offered another car. I went to switch the cars and was given a Toyota Corolla because they told me it was the only car available at the time I explain to the rep that I needed something bigger but as I’m doing my paper work A WHITE GUY comes and a black girl ask him what type of car he needs??? After driving the car I noticed a mold smell and purchased air fresher hoping things would get better. On Monday 11/4/24 I contacted Aiken rental car and spoke with the same female regarding my desire to exchange. I was initially told they didn’t have nothing available due to the hurricane causing a shortage, I was also told I could call around to other locations in my area at see if any cars were available but would be charged a restocking fee. Rep also said i was already on a call back list for another when it becomes available. On 11/5/24 I called Augusta aviation location to see if they had a car I could switch into . I was told that an email would be sent to Aiken to call around to all enterprise locations in the area and have the car replaced. I was also told someone in Aiken would reach out to me within 24 hours. 11/6/24 I didn’t receive any call from anyone regarding my issue. Therefore I called Customer service hoping for some assistance . I was told by the rep that a message would be sent to Aiken location and someone would call me back Friday. 11/ 7/24 still no calls from Aiken or anyone at Enterprise. I again called enterprise customer service and explained my situation. I was told a message would be sent to all enterprise location in my area and someone would be calling me on Friday for to switch the car . 11/8/24 , still in the same situation. I called Aiken at this time and requested a Manager to resolve my situation. I was put on hold for several minutes then the rep told me a manger would be calling me back later this afternoon to switch the car. No one has yet to call me or do anything to assist with my issue, I understand there’s a car shortage related to the recent disaster but also understand that Customer service reps and managers should do their best to resolve any complaints. I have never been so disappointed. Someone need to really look into this location and have there employees properly trained!! Customer satisfaction is not a priority for this location!!!”
“Never again with Enterprise! Years ago, I had a terrible experience with the Rt. 1 location in Woodbridge, VA when I had a reservation, and without notice, they closed early - before closing time - and left me and other customers searching for another option. I started using the Potomac Mills location, and they were friendly, but I just had another extremely frustrating experience. First I had to waste my time returning with a car because it had something sprayed in the back seat (pic attached). I usually check but so much for the fake Enterprise compete clean pledge! Then when I just returned the car, they could not print a receipt and said they would email me a copy. When the email never showed, I had to waste over 10 minutes on hold, only to deal with a rude person. Not apologetic or understanding for them wasting my time. I often travel for work, and Enterprise has lost a long term customer. Never again with Enterprise!”
“worse company ever and i am one of there highest renters. rented a high end car, they did not have so an hour later took me to another place and they claimed they did not have what car i wanted and i was being rude and would not rent to me. they hate white people and are racist”
“Their online policy doesn't say that YOU HAVE TO STAY ONE NIGHT IN A HOTEL IN LAREDO TO RENT YOU A CAR!
My husband had to see his doctor the next day. And the guy said: "I know that online doesn't say anything, but the policy is the policy, and I can't rent you a car"
Awful service! Never will rent with them”
“I reserved the 15 passenger van on Oct 24 and pick up at pensacolar Florida. when I arrived at the branch they been waiting for me. walk through the out side things seem OK. when I open the door , terrible smoking smell, floor is clean , seat is so dirty and stain on almost every seat. there is some yellow warning light come on ( tpms). I refuse take the van but the guy said that the only one that they have in this are. leave me no choice to take that van ( I need the van because it is late at night and al so we are group of 10 people plus the luggages). the guy said he will pump more to take care of the warning( it is suppose to be ok after). so, take the van to road and found out that is the warning light still on and the back ac not working( either max fan or no fan). thing getting even worse when we found a couple little roaches inside the van . I think it is normal in the humid and hot climate like Florida. we saw more and more roaches and it even go inside our pack back. we need to wask all of our clothes first thing after we get to our air bnb. on the way I go to air bnb my 4 kids happen to see the roaches and the refuse to seat down . the stand up for whole time ( about 40 Mins) unstill we get to the air bnb.i call enterprise right after to report but the call center closed at that time. call the un the next morning then they would swap another vehicle for me at the counter. go there and found out that theyknow nothing about this and don't have the car to swap. I have no choice that request the 8 seater vehicle and the give me the 8 seat suv. in conclusion, why they rent out the vehicle in terrible filthy dirty condition and unsafe conditions like that to customer? I have terrible experience with enterprise this time . hope that I am the only one no other people”
“Had a reservation in for a Monday morning, but made the appointment for 2pm. Was told to do it later afternoon to ensure a car. It is now Thursday afternoon. 4 days later and still can not get my reservation filled. After having my car totalled and no rental it's a struggle. Employees are not helpful and give off the sense that they don't care.”
“I ask what I needed before get at enterprise. Ask for suv they didn't have it . Why call ahead if they sit around with their figure stuck up behind.try to do things the right way and then have awful customer service. File complain with BBB”
