“The Alexandria, Va Duke St. location. The customer service has really went down hill since the new agent Gary. I have experienced multiple billing issues. The customer service with Gary is just not there.”
“Came to Florida. rented a car. After first day we had a flat tire. No spare. We were going to go to Disney World. We wanted to exchange vehicles. They won't give us one until the tow truck comes. Over 3 hours. Then we have to go back to the rental center for a different vehicle. Very disappointed”
“I was accused of smoking in the rental car. The car smelled when I got it, but I find that common with their cars. I have rented from them before and never had a problem. I drove the car to my house, kept it overnight, and drove it back the next afternoon. It just so happened that I didn't even need the car. I was the only one in the car and I have never smoked a day in my life. I turned in the keys and they told me I could leave. I was shocked when they charged me for cleaning the car for ashes and smoking odor. This added about $150 to my bill. I talked to several people, but they didn't believe me. I will never use this company again!”
“Enterprise used to be my number one only car rental place, but it seems like once COVID hit Enterprise lost their minds. Prices went ridiculously high and never came down. I have a new favorite whose prices are so much cheaper.”
“Avoid Enterprise Rent-a-Car in Couer d' Alene, Idaho, at all costs! They will scam you!
We rented a black Rav 4 from them for 7 days, while my son's car was getting a new engine. My son drove it on two of those days around town and the other five days it sat in my driveway. When we returned it in perfectly good condition, there was no issue or walk around, but we didn't think twice about it. I received a call a couple of days later telling me the the back bumper was damaged and that it would be sent to a repair shop at my expense. I was shocked, since my son did not damage it (it has a backup camera, so he would have known if he ran into something) and I certainly hadn't seen anything while following him back to the rental lot. I wanted to clarify with the agent, to be sure he had the correct car, and he said, "yes the one with the Indiana plates and 900 miles driven". I informed him that that was not the car I rented because the plate was New Jersey and my son hadn't driven even 100 miles, let alone 900. I asked for pictures of the damage (I was home sick and couldn't go see it in person), but it took several days for them to send them and I had to ask a second time. When I finally received the pictures, they were of just the back bumper, but it was a Gray vehicle. Well of course I was thrown off and explained that I had rented a black Rav 4, not gray, and even sent pictures from my neighbor's door cam showing the black Toyota in my driveway. He was adamant that the vehicle VIN matched the paperwork that I signed and thus it was my damage. Well, at the time when we rented the agent had given my 6'4" son a choice of three different cars, one of which was a gray Toyota Rav 4, but he had chosen the black one because it was the first one he sat in and had room enough for his legs. Plus, they set up the "paperwork" on tablets and have you sign without seeing anything it lists, I trusted them - silly me. The paperwork matched the gray Rav 4, NOT the black one that I rented, but I didn't know that until after they emailed it to me.
Long story shorter (sorry for the length), after a lot of back and forth and my proof that they had the wrong car, I am stuck with the bill because it's their word against mine and all I have is a picture from across the street. I even asked for the security camera footage to prove which car my son drove out in and brought back to prove they had the wrong car and the manager wouldn't acknowledge my 3 different requests. I think it is because he knew he screwed up and didn't want the footage to prove it.
I will never use this Enterprise again (other outlets of the same company are great, so no shade on Enterprise itself, just the incompetent one in CDA). They are at best incompetent and at worst scammers getting innocent people to fix their other mistakes. Either way Buyer Beware!”
“The worst customer service ever. I travel for work and rent from Enterprise 20 days out of every month. Much to my surprise, they confused my account with somebody who got one of their cars impounded and it was very difficult to undo. I was persistent and did prove my case but at the Pensacola, Florida airport counter they were accusatory and unwilling to help initially. I called the company and either got a rude response or no call back at all. Very disappointing as they went so far as to add me to their list of customers they would never rent to again. I've been a stellar consumer and am rated top tier as a platinum account.
On the lookout for a company who values my business and can keep my account secure not to have it mixed up with an alleged criminal.”
“Car had mechanical issues. It was obviously damaged previously and not appropriately repaired. Headlight were so out of adjustment it was barely driveable at night as it was difficult to see the road fully. Received approval to exchange car, but after going yo several locations, after explaining the need to exchange, all the cars available suddenly needed to be serviced and were unavailable. Was suggested I take it to Midas and enterprise would pay to repair. I was on vacation and didn't have time or the desire to fix their car on my time. Absolutely horrible experience.”
“I had a reservation at the Fresno Airport location and even did the on-line check in at the connecting airport the day of the rental. When I got to the airport it said all I had to do was go to the parking lot and an attendant would give me the keys. It was 10:30pm and my rental was for 10pm (as the flight was a little delayed). The lot attendant was there, but zero cars. They had over booked and said they realized I had a reservation, but that the system was not stopping reservations so they ran out of cars. I asked about other rentals and he was not helpful. Based on the reaction of the manager and the attendant this is not an unusual occurrence and is something they need to fix. I will not rent there again.”
“I'm disabled and don't drive. My husband had to take our car in to be repaired. They would not rent a car to him in his name because the credit card is in my name. This is the first time this has happened in the 12 years we have rented from them. Never again and I urge all disabled persons to also boycott this company!”
“I rented a car from Burlingame, CA for the month of March. Several days after I got the car, something started hanging down under the car. When I called the Burlingham office I was told that they didn't have any other car for me. They gave me the number for the San Mateo office and I was told the same thing.
What kind of company is this? Can't they get a car from another branch? If and when my car completely breaks down how can I expect any help from them? NEVER AGAIN”
“Today I arrived to pickup a rental car at Enterprise on Broadway in Little Rock, AR that I reserved back in February and spoke with Matthew, Manager at this location that told me that he was heading to the airport to drop off a vehicle and pickup mine I waited for 1hr to receive a call from Matthew to tell me that there wasn't any vehicles available At the airport. He also told me that he and Matt, General Manager at the airport rode around looking for a vehicle but they didn't have one available. I asked did you try reaching out to other locations and he told me that I would get better results then he would ( He chose not to assist me). I looked online and reserved a vehicle at Alamo at the airport
when I arrived to the counter the sign pointed me to National Counter . A gentlemen at the counter name Matt, General Manager for Enterprise at the airport assisted me. I told him about my experience at the Broadway location. Matt apologized and honored the reservation at the airport. Hint: There were vehicles available at Enterprise at the airport. Shoutout to Matt at the airport for great customer service.”
“We rented a vehicle that got a flat tire within the first 24 hours. Because it was parked in a public garage with low clearance, they couldn't send a tow-truck. We were told it would take up to 3 days for them to retrieve the vehicle, and we needed to go back to the airport (45 minute drive, $50 Uber) to get a replacement. When we got there, they wouldn't give us a car because they hadn't received the other one back! Then they charged us for the full amount of our week rental anyway, despite that I had to go rent another vehicle from Hertz and pay for that. I am still in the process of disputing the charge, having to make multiple phone calls based on no follow-up from them. I missed an important client dinner based on their failure to provide me a vehicle that worked, and am wasting so much time on this! Everyone at Enterprise just keeps telling me they are "so sorry for my inconvenience", as they do nothing to help. Everything is outsourced, nobody is responsible for anything. It's one thing for a car to break down in some way - maybe not their fault. It's another to provide absolutely no assistance or resolution. Their business practices and ethics are deplorable. Don't rent from them!”
“I rented a pickup last week from them and it had a hitch and was set up to pull a trailer. This week I told them I was going to pull a lawn mower trailer about 13 miles and back. Now I am not allowed to rent the same truck and they say I have to rent from the truck rental division in O'Fallon or St Luis, MO. that adds another 300 miles in getting and dropping off the truck. That is 25 cents a mile for the overage. It is the same model and set up the same as the one in Mt Vernon that is only 1 mile from my house. Yes, I feel like they are screwing their customers. They even went as far as to say their local trucks were not set up to tow a lawn mower trailer. And yes, they lied to me. The trucks are set up and they even slipped and said they only had hitches so they could pull things locally.”
“I was in a car accident and the person that hit me choose a repair location that was far from my home. I called Enterprise Rent-A-Car who took my reservation and then told me that they cannot honor it because of the location evidently they have a 5 mile radius for pick ups. They sent me to five different locations to no avail. I called corporate to help and they are a call center located in the Philippines to sum up, I was unable to rent a car terrible customer service.”
“Rented from enterprise via Expedia… traveled from ELP airport to Enterprise location on Gateway West (because there were no cars available at the airport) only to find that there was no vehicle available for me despite having received confirmation of my reservation. The manager, Mr Flores, claimed that they called me to tell me that there would be no car available for me and said my mailbox was not set up. This was a blatant lie. I had no missed calls from enterprise and had received a voicemail message from someone just the day before. When I asked the manager what I should do now he shrugged and said, very matter of factly, “I don’t know.” He offered no apology and no options. This individual did not even attempt to provide any form of customer service. I traveled to ELP to see a family member who was hospitalized and had to Uber back to the airport where Budget was able to put me in a vehicle. I will NEVER use Enterprise again.”
“I had a rental from enterprise for 2 months. I had 2 cards on file. Enterprise has changed my card multiple times with my authorization since returning the vehicle. I reached out to customer service and they told me I had citations which they could not provide proof of. I never received a citation. If you can’t send me proof that I received the citation. How and why am I being charged. So many people rent the same vehicle. I truly believe they charge anybody who has a credit card left on file. I will NEVER do business with them again!!!!!”
“Enterprise will leave you high and dry. I reserved a vehicle 8 days in advance that was listed as a large suv that would accommodate 8 adults and 7 bags. I went there to pick it up on the scheduled day and they tried to put me in a vehicle that was not what I reserved and way to small for my family. They didn’t even seem to care that they lied to me. I rent a car frequently from enterprise and had a bad experience the time before that and I forgave them but I am now done with them.”
