“I rented cars from Enterprise for years and years and they finally screwed it up and messed up my vacation with my grandchildren because they lost my 2-week previous reservation and made me wait an hour on a car. Then they sent me a bill for $7.50 for nothing! They should have given me the car free! Never again Enterprise!”
“My last two booking was canceled and I never knew it wasn't anything available until I arrived you guys put me in a bad position missed flight money gone”
“Location Troy Schenectady Road. I had a horrible experience with the manager who accused me of smoking marijuana in the vehicle telling me a muffin crumb was a piece of marijuana. I have been a loyal customer for years and NEVER had any issues at all other locations I have rented from. The manager was extremely belittling, rude and condisending when trying to rationalize with him. I was extremely humiliated in front of other customers.”
“Rented a car in the uk when I took it back they found a small slice in the tire so they held my deposit of £195 which is about $250 the slice was like it had been caused by a knife that unless you got down on your knees to look you couldn't see strange thing was of the 4 tires on the car the guy went right to the tire that was cut like they had done it before to others now I am back in the states it's virtually impossible to talk to anyone from the uk even the number they gave me is not in service why would any business make it impossible to work this out”
“EDIT: I received a robotic response from the "owner" to contact them via their website. Upon doing so I was forwarded twice and was finally told that my claim would be forwarded to a Regional Manager, which I have been told 3 different times now. I expect this individual to contact me and also tell me that they cannot directly assist me and that ANOTHER manager will contact me. This just drives home the fact that this company DOES NOT want to hear anything I have to say. STAY FAR AWAY FROM THIS ENTIRE COMPANY!
The worst experience I have ever had with an organization.
I made a reservation over the phone with a Customer Service Rep. who not only guaranteed me that a minivan was available at the Redmond airport but then "reserved" it for me. Upon arriving to the desk at the airport, the individual at the desk checked me in then communicated with the individuals down at the lot via text in order to see if a minivan was available. I waited 20+ minutes until I was told that there were no minivans available to rent. I communicated to this person that anything smaller was not an option and she displayed zero sympathy. When her and I settled on a full-sized SUV that MAY cover my needs, I was informed that Enterprise does not accept initial payment via debit card for one-way rentals. This was not conveyed to me during this entire process even though I made my rental needs very clear. The individual over the phone did not state this, nor did the woman at the desk during the 30 minutes I was there. I do not have a credit card nor do I carry checks on me, so I was left at the desk with no options and this individual just staring at me - presenting me with zero sympathy or attempt at rectifying the situation. I was able to get a rental using Budget Rentals for twice the price. They were nice and sympathetic enough to help me out, be very clear on their policies and their customer service was top notch. I cannot say any of these things about Enterprise. I have attempted to speak with multiple managers at this facility, all of which either do not return my calls or they tell me that "someone will reach back out to me".
So after my reservation was not honored, my payment type not accepted after multiple conversations with your staff and not an ounce of human decency was expressed to me - I will never be using Enterprise again. I would also say to watch out when using them as they do not care about you, your well-being, nor your safety on getting where you need to go. I will always pick Budget or any other rental car agency over Enterprise from now on, I will recommend all other individuals I come in contact with to do the same. This company is terrible.”
“I arrived to find that I could not use my debit card for the rental because I am from another state. I also was told the deposit was $300. My friend offered to use her credit card for the rental but she was not going on the trip. They insisted that the name on the reservation must be the same as the card name. I have never had any trouble like this with Avis or Budget. They also have a lower deposit. I will never rent from enterprise again. This spoiled my entire trip since I had to cancel due to their restrictions. This is completely ridiculous and unacceptable. Very poor customer service from the company.”
“I called the local office on a Thursday and had to wait 30 minutes for an agent. Later, when the auto body called for them to pick me up, they waited a similar amount of time. I have not even started the rental and I am furious. Go with another company.”
“I reserved a vehicle online the day before I needed it. I needed a vehicle in order to make a 4.5 hour trip in order to attend my step-mother's visitation/funeral. When I went to pickup the vehicle, I was told my rental would be delayed by 3 hours. There was no way I could make it on time with such a delay. I was not given advance notice of the delay, so I could not make alternate arrangements in time to make the drive.
I understand unexpected things happen, but a PROFESSIONAL business would have policies in place to address potential issues that could affect someone's travel. When I was told of the delay, I tried to get another type of vehicle only to be told they had none on-site! What kind of car rental company has no cars on-site?!
There is no way to fix this. I am missing my step-mother's services because I trusted this inept company and I have to live with that now.
Even if you have to go out of town to find another rental company, do it! Do not use Enterprise unless you have NO alternative.”
“A guy named Joel that pronounced his name as jo El contacted me due to my recent intest. He works in Morgantown west Virginia. He asked me what was. I told him. He said how soon can you get here. Then harassed me for 3 days to get me there and then ran a hard credit check with I asked him not to do then I told him we were done here and then he sent his manager to talk to me and I said I'm just waiting on my ride. And then another guy came out said he was the owner and wanted me gone now before my ride got back. Over all you are really bad people trying to take advantage of someone who really needs help and understands their budget”
“Rented from LaCrosse, WI because my truck broke. Upon returning home to Illinois estimated repair time became longer and Enterprise would not allow me to return car to a different location on Saturday but on Tuesday they decided that would be fine. Resulting in a higher rental fee. After that I was never able to get them to answer the phone again.”
“I rented my vehicle from Enterprise in Spring Hill Tennessee on Main Street. Every time I spoke with Evan from that location, he was very professional and polite. When I went to pick up the vehicle, Evan took the time to go over all the features with me concerning the vehicle. Enterprise is very blessed to have Evan as an employee.”
“It’s a hassle that they don’t rent the car with a full tank. It is so much better to start the trip on a full tank! Trying to match the fuel at a half or 3/4 or somewhere in between is ridiculous! Another example of increased prices and decreased customer service! Change it back to full to full!!”
“So i rented a car because my vehicle was in the shop. i didn't even drive it other than when i picked it up in mckinleyville and drove to my home in Eureka where it was parked in my driveway. no agent reviewed the car with me when i picked it up and now they're accusing me of denting it and now they're filing a claim on me. what a joke!? this place is super unorganized and mismanaged. do not rent from there they may accuse you as well! i guess they don't allow zero stars but that's what they deserve after basically calling me a liar!”
“I would give this zero stars if I could. Worst experience ever at the Enterprise rent a car at 12217 Cortez Blvd, Brooksville, FL. Jose the manage has no business being in the customer service industry, in fact, I have never experienced such ignorance in my life. I am going on every face book page, website, consumer agency possible to express what an A$$HOLE Jose is. I will never rent from Enterprise again and will tell everyone I know what a bad experience I had.”
“I was provided with a 2022 Chevy Malibu and in 23 miles it sucked up a quarter tank of gas.
Now I am expected to drive 20 miles out of my way and the cost of gas to drive 3 1/2 hours to switch my vehicle up because there’s nothing close to me for something economical.
No guarantee of reimbursement for gasoline or not being required to provide a full tank of gas.
Very poor customer service.”
“Today I had to exchange my rental because of a problem with the tire and went to the Bayshore Location I was impressed by the way and timely manner the handling that
Great job”
“I hope my USAA car insurance company and Employers Mutual considers canceling their contracts with Enterprise. I would enjoy not having to deal with Danielle/Logan at the Lugoff location ever again. I was given SUV last Tuesday. They advertise safe, clean sanitized cars and invite you to review their Hippa policies. The car smelt sour and it had not been cleaned. It had nails in the tires. I had to detail the car myself. I found Store receipts, food bags, straw wrappers and sand under carpets and in storage areas. Even the wheel wells, license plate were stuffed with trash. The sour smell was spit up or vomit and cat/dog hair was embedded in the trunk carpet. I'm asthmatic and wanted to change the car out bec it wasn't safe health wise 4me but couldn't get off work. I went back yesterday to exchange or fix tire and Logan waited on everyone and held me up for hours. Said they needed to take the car back and give me economy car bec my insurance carrier had switched contracts and there was a $5 contract difference ($47 vs $43) and they had put me in a $69 a day rental Tuesday bec that's what they had available. I asked to have tire repaired while there and keep car and he told me I would be billed $30-40 a day for as long as I had to keep the car. Bec my insurance wouldnt cover but $43. They upped amt from $35 while I was on cell at their Lugoff location but he still wouldn't let me take car w/o charging me the difference. All this went on in front of the other customers coming in and out and while he kept serving them he enjoyed watching me call 4 help. He wanted me to look at his computer while I was trying to get my insurance ppl to help. Ones in Milton territory and the other on vacation. I'm sorry, I'm the working class paycheck to paycheck household and have been hemorrhaging money for an accident that's not my fault. I'm not able to pay 30+ a day bec you put me in a $69 unsafe car bec you didn't have a $47 in inventory to give me last week. He told me to look at a Nissan Rogue (dirty) but every time I tried the door he locked the car, the other customer outside w me kept hearing the doors locking and unlocking and shook his head. Another couple came in while Im trying to reason with him and told him their rental has a big hole in the drivers floor board and when she went to get in her feet fell through so she didnt feel safe keeping it any longer. They had just picked it up earlier that day. They asked 4 an exchange as well but were told there was nothing available even though the husband agreed to pay even more to get him out the dog house w/his wife for allowing her to drive a dangerous vehicle part of the day. I told him to call Enterprise up the road and see if they would give discount for safety issues and exchange the car before they close. U see, I drove into Lugoff at 11:30 and was still at their mercy at 4:12 pm. He took my suggestion and they told him to come get the car it was ready for them and they headed to Columbia, but not before thanking me very much for my suggestion. The one good thing is I was there to help. Logan would have charged them extra for the car he expected to exchange for them between 5-6pm. Unfortunately, I went next door to buy a water at FL and was still on hold w/ins person while she got in touch with Enterprise. Of all times, my phone died, you see I've been on hold 4 extented amts of time while they try and help me. Panicked, I left the water on counter and rushed to the car for a charger that's not there. In my car at repair shop, it closed at 12. I had previously messaged my husband that I was stranded in Lugoff and to pick me up bec I couldn't afford the car. He never got it. In my PANICKED state, Logan comes out and apologizes bec he didn't know I lived out of the area, sees me ripping through the car like a mad woman for a charger and suddenly now he can help me. Offered his IPhone charger I have an Android. USAA reached Enterprise and she told them my delema. All of a sudden I could keep the car at no extra charge with the nail still in tire bec he never got it fixed while I sat there for hours and have it fixed. Told me to take it to Firestone next day. I went to (3) Enterprise locations in Columbia asa I left Lugoff hoping to exchange in Columbia like the couple I had helped earlier and was told no inventory or they were closing $1 short/day late so I took it to Florence today and after waiting awhile was told Enterprise had not auth the repair and I would need to wait longer. They had just recd auth on a family that had been there awhile when I arrived. Guess...I asked 4 the keys back and drove it back home. YEP nails still in it. Had to cancel my plans to rest today. My only time off and here I am working for free for Enterprise to get repairs on an unsafe car I've been in 2 weeks this tuesday. Does anyone know an honest car rental business that cares and values hard working ppl and supplies safe, good quality cars? Check these cars ppl, you have children, some with life threatening allergies. Safe guard them. I promise I can't make this stuff up. I posted here bec they only allow posts with high score ratings. This is one of several issues Ive had come up this week thats almost broke me 2 bits. BUT GOD is bigger than my trials and I will praise him and pray for the NC, FL, GA victims and helpers who are still giving their all. Thank you Lord in the waiting. Amen”
“Disclaimer: This review is based solely on my personal experience and opinions. I am sharing it in the hope of providing feedback that could help improve the customer experience.
I recently had an extremely frustrating experience with Enterprise, and I will not consider using their services again until there are significant changes. I made a reservation through the app on Thursday and received a confirmation. Afterward, I went to my local Enterprise office to ensure everything was in order, specifically that the SUV I requested would be available. I was reassured without hesitation: “No problem. We’ll see you Saturday.”
On Saturday, I arrived at the office, only to find three other people waiting for vehicles, all seemingly in the same situation. The staff were scrambling to find cars, which immediately suggested that the company had overbooked. I waited for an hour and 15 minutes before I was finally told my car was ready. However, when I stepped outside, I found that instead of the SUV I reserved, they were giving me a minivan. This was not what I requested or wanted.
When I raised this issue, I was told there were no guarantees on the specific type of vehicle, even though I made a clear reservation for an SUV. This left me feeling as though Enterprise operates under an “open booking” policy where inventory is insufficient, leaving customers in a bind. It appears that your company would rather ensure all cars are rented out each day—even if it means inconveniencing your customers—than prioritize fulfilling reservations accurately.
What’s even more disappointing is that this is not an isolated incident. Just a few weeks ago, I rented a car from a different Enterprise location and went through the exact same situation. It’s clearly a systemic issue across multiple locations, not a one-off occurrence.
To add insult to injury, there’s a poster in the local office stating, “Your satisfaction is our priority.” Nothing could be further from the truth. From my experience, your priority is to rent out every last vehicle regardless of the impact on the customer.
I genuinely feel for the employees who are trying to do their best while adhering to what are clearly flawed corporate policies. It’s obvious they are overburdened and left scrambling to manage customer expectations with inadequate resources. They shouldn’t be left to clean up the mess caused by corporate mismanagement.
Finally, I urge you: please do not respond with a generic apology. A stock response won’t change the underlying issues, and it’s clear that this company is more concerned with saving face than delivering on its promises. I hope more customers realize they deserve better service and start seeking alternatives.”
