“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.”
“Car we was renting was over heating. Called enterprise got the run around and hung up on. Was told several different stories when talking to the customer service folks in India. They wanted me to Uber with 3 kids 45 min away to get a different car . Terrible company”
“Stop taking reservations when you do not have cars for people. It’s unacceptable and you are messing with peoples lives by taking reservations for cars you do not have. Tried 4 different stores and they all told me they had cars when I booked and when I showed up they didn’t have a car. FOUR STORES. Ridiculously unacceptable.”
“Left a very good and they were very thoughtful and respectful until I realized I was lied to. Told I was getting a discount. Received receipt and no discount. Calling hub on monday.”
“I’ve been told by Enterprise staff and managers on multiple occasions that it is best to call the actual store to book a reservation if you need it same day because the online inventory is always inaccurate. The general customer service number has an inaccurate count of inventory as well. Which I do not see the purpose of having online booking as an option if it does not work. There is not a direct number to the store. You are sent to the general number to be placed on a hold while hoping the line is answered. Online booking is more convenient, but again not for same day bookings. However I’ve been told that a call would be received if inventory is not available. I’ve been told by staff that booking online over 24 hours in advance would lead to an outcome of receiving the rental with no problem. Well I reserved a car online for tomorrow, which is not same day. I did not call as I booked online before they opened. I received a call after they closed to tell me they do not have a car available. This is almost 12 hours after making my reservation. I asked if they could assist in helping with booking for another location as they cancelled my reservation after every other store had already closed. They stated that they could not be of assistance. I have no way of booking another reservation as again all stores are closed and online inventory is inaccurate. I’ve been still renting from Enterprise even with the headache at times of trying to book reservations. I normally receive great customer service from the Bham Ensley location, however this flaw in the system really impacts things. There are many things that must be cancelled and money lost because of the neglect of service to the customer. It is very unfortunate and disappointing.”
“I recently rented a car from Enterprise and had the pleasure of working with Brian Jenkins. From start to finish, Brian went above and beyond to ensure I had a smooth, stress-free experience. His professionalism, attention to detail, and friendly demeanor made the entire process seamless. Brian took the time to answer all my questions, found me the perfect vehicle, and made sure everything was ready in no time. It’s rare to find such dedicated and customer-focused service these days, and Brian exceeded all my expectations. I’ll definitely be recommending Enterprise, and specifically Brian, to all my friends and family!”
“Im really upset enterprice lied and showed me a picture of a charger and then when its time to pick up tgwy say oh we have a branco sport .
I told the lady that is not what i wanted yoiu shpqed le a picture of a sporrs car she told me if i read the fine print it would put me in the catagory of a sports car
I said mam then by your owm fine print you lied.bront sport just becouse itbsays sport is not a sports car it is a suv.i have a jeep wrangler sport and it is not a sports car it just has the word sport on it
Classic example od lying to customers and consumers false advertisment frok nor on im only renting high value cars for my travels i donr mins paying 3,000 at least i know ill be paying for what i want instead of paying for lies and deception”
“I confirmed my booking to rent a car on oct 2, 2024, my pick up time was 12 noon on Oct 4, 2024. I went to location 1052 W high St. Lexington on time. Enterprises representative said, car is not ready yet so need to wait about an hour. I requested him I am going to urgent meeting to DC so I need car on time. His answer was so irresponsible and rude. He said, others also waiting there so we don't have car. I have confirmation booking but I think he sold my booking to others because of high demand. I waited hours and ours but he did not give me car and there is no guaranty what time he can provide car for me. It was so discouraging for me, because I was going to miss my important meeting. He couldn't give me any car and I searched other company and booked new rental, because of my immediate booking I paid almost double price for other car rental. I thought enterprise is a well reputed company but because of this experience I am so disappointed. Because of his negligence I got trouble and extra paid. who will pay me extra cost?”
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Colin
3 reviews
GB
Rated 1 out of 5 stars
Scammers read on and avoid
Always used enterprise in the past but never again. They now scam you with scaremongering tactics and lies about insurance. So their scam works like thus. You look at hiring a van or car online. Choose your vehicle at what seems a reasonable price. You book it and pay for it. In our case £138 for a medium size van for 3bdays. All good so far!. When you go to pick it up you pay a £200 deposit which is presumed ly to cover any insurance excess. Fair enough. Then the scam comes. They tell you the insurance excess is £2000 for any small dent or scrape that can be felt with a finger nail or (and here's the rub) a chip on the windscreen drivers side!! So you feel a chip on the screen is out of my control, I can drive this van really very carefully but still get a chip on the screen which will cost me £2000! So 9 out of 10 people pay £25 per day extra to avoid the possibility. There is no way this company have a 2k excess on their vehicle insurance. Otherwise they would take 2k deposit. Liars and scammers. Dishonest and untrustworthy. Look at others who charge a bit more without the last minute rip off scam.”
“Excellent customer service makes a world of difference.
We want to thank Jordan, Dominic, Logan, Randal and Carolina ( I asked for everyone’s names) for treating us so well from the second we stepped into the building to the moment we dropped our car back off!
See, we ( my husband ) had made the mistake of trying a “deal” he saw online from Budget/Dollar.
When we arrived, the level of aggressive rudeness and unprofessional attitude on full display from the Dollar employee was bad enough for me to not be able to write it all down here and caused me to literally slide over to the Enterprise counter next to it ( we are at the Mesa Gateway Airport) just to gather my composure! YourEnterprise employee was amazing and unnecessary apologized for the Dollar guy !!!! She even suggested going back over by the mall because they are KNOWN FOR BEING GREAT!and that’s where we normally go.Shes Absolutely correct!
We have rented from Enterprise multiple times and from the Southern Ave Mesa location ! Why were we stupid enough to try a “deal”? Never again. As I walked in the office I was greeted immediately with a smile. I told them I was sorry for my gruff but I had just come from a very bad experience and was now hours late to get on the rode. It all melted away and before I knew it I was given a better deal on a great car for more time with great service!!! What a turn around to send us off down the highway to Halloween at Disneyland!!🎃🖤 Thank You ALL.”
“I rented a car and had a bad experience. I was told that I would receive a call to resolve the issue. I was never called. I persomally will never rent from enterprise again.”
“Didn’t say anything about a $500 deposit online or on the phone. Waited till I got there. Walked away from that mess. The price shown online needs to be the total price of everything!!”
“I had a scheduled car pick up and when i got there they had no cars and tried to put me in a big truck that took desiel gas. I told them i wasn't comfortable driving such a big car and they said I could drive around and check enterprise i felt disregarded and laughed at when i said i didnt feel safe driving this truck. The workers acted as if i worked for them whats the use of scheduling a pick up if you dont get what you asked for. And now i have to wait at least an hour to get another car”
“The whole Enterprise family, Mr. Mauricio Ortiz, Mr. Jose Flores, Mr. Randall Jean, & Mark, who drove me home after returning my rental @ the Margate FL. location. They really went out their way to make sure I was taken care of.”
“I am a wildland firefighter. My agency rented a vehicle in July for a wildfire assignment I was deployed for in Arizona. As I was driving back to Phoenix Airport to return the vehicle, a stone kicked up by another vehicle hit my windshield and caused a crack. I immediately reported the crack to the Enterprise staff at the airport. I was sent a bill for the damage via an email from Enterprise. I used the link provided in the email to pay the bill on September 11. However, in early October, I began receiving calls and emails from Enterprise saying that I have not paid the bill. I submitted copies of the receipt via email and provided the information from the receipt to the individuals calling. However, the calls and emails continued. I became angry and told the individuals that the bill had been paid and resubmitted the receipt multiple times. The calls and emails still continued and I was told I'd be placed on the "do not rent" list and the account would be turned over to a collection agency, even thought I paid the bill and submitted the receipt numerous times.
Finally I became extremely angry and demanded to speak to a supervisor. I yet again submitted the receipt but was told the payment "wasn't in the system" and that I'd have to "find out what happened" even though I have submitted proof of payment numerous times. I had to make multiple phone calls to multiple departments, only to be told the payment had been sent to the wrong account and I'd have to call accounting to find the payment. I've been given the run-around every time. Finally, I made yet another phone call, was giving a reference number and submitted the reference number to the claims department. I'm still waiting for this issue to be resolved. This was clearly a mistake by someone at Enterprise. Why am I the one having to make all these phone calls when it's Enterprise's mistake? Why is it MY responsibility to find out what happened to the payment? I submitted the receipt numerous times, proving the payment was made, yet I still received harassing phone calls and emails. This is completely unacceptable and if it were up to me, no one who is a part of my agency would ever rent a vehicle from Enterprise ever again. It's not the customers job to track down and fix YOUR mistakes.”
“We have always have great service from Enterprise in Mansfield .
Ty Carcione and Parker VanArsdalen are always very helpful.
Love this location and the employees .
.”
“I picked up a rental car from enterprise on 10/25/2024. Since the 10/25 I have had three car. Enterprise is rental broken down cars to the pubic and expect to get top dollar to rent these no good cars and suv. I wish that it was another car rental available in the besides the Airport to give enterprise some competition I bet they will get their act together than. I went out this morning to start the suv and it would not start. I called enterprise and they told me I had to call road side assistance. I called road side assistance and they tried to get me to do a test on the suv I am a school teacher I don’t work cars or suv I teach children. Then the man at road side assistance told me that he was going to send someone to jump start the car and I have to pay $55 I told him I’m not paying nothing this is not my car this Stu belong to enterprise not me. Then he said I will send a toll truck I said okay . The toll truck man called me because this man at the road side assistance gave him the wrong address I had to give him the correct addresss so that means he sent the Lyft is going to the wrong address too. I pray I don’t have to ever use enterprise again. If I do I will go to the airport to rent a car not in the local ones that are around town.”
“Made reservation 2 months in advance for a suv. Went to get the suv and they had none, not one in sight. They tried to have me take a mini van. I was supposed to leave a 3pm that day for a very important appointment 4 hours away. I had to drive back home (25 mins away) and wait for them to find a suv..had to reschedule my appointment. Got the suv 4 hours later. Ridiculous.”
“Absolute and complete lack of responsiveness to the customer. I had a problem, at one of the outlets, on September 4th. Although I have attempted to contact and follow up with them many times it is now October 8th and no one will speak to me about the incident. What a bunch of cowards. I will not rent from them again.”
