Enterprise Rent-A-Car

I have been renting from Enterprise for over 20 years and this last time was my worst experience ever. I'm not sure if it was due to Covid-19 changes. I was kind of rushed thru the process of checking in and getting the car. I was given a car that was out of gas. I've never been given a car with no gas at all. The oil change light remained on the whole time. I was going out of town and this was the car I was given. I paid extra for the insurance & roadside assistance so when I did run out of gas before even returning home I called the Enterprise help desk but remained on the line with no answer or help for an hour. I also called OnStar but they just transferred me the Enterprise assistance which also kept me on hold an not helped. Luckily there are still some people in the world willing to lend a helping hand and offered their assistance. I have never had this type of service with Enterprise. I even tried calling the office I rented from the next day but was on hold for over 30 minutes and never got connected to the office. I should've known my experience wasn't going to be a good one when I called the office for a pickup they told me I was outside of that locations area so a driver couldn't come get me. The office that was closer to me didn't have any cars available so this was the next closest one. I had to take a Lyft to the office. I like Enterprise as a whole but if my next experience isn't better than I will have to write them off. - Unhappy loyal customer

Reserved a car online for my wife, as her grandmother had just passed away, so this was so she could drive to Martinsville VA. Her father offered to pay for it for her. I called the office to let them know my wife's father was going to pay for the rental. They said that's fine. I tried to give them the card info. That was a no go. her father offered to call and give them the info. That was a no go. They need to "swipe" the card. He offered to go to a location near him and pay, which they said he could do. Then they said he has to be present here in Norfolk to do a walk around inspection on the car. Obviously that can't happen because he is 5 hours away, and being that today is the day she needed the rental it makes no damn sense. Ended up booking with Hertz, after talking to them and telling then what happened with Enterprise they gave us the second free, and waived the drop fee for dropping it off a different location then then the pick up location. So long story short screw enterprise. Take your money elsewhere where they care a little bit more. *Edit* thanks for the response, I'll be emailing you. The result will be posted here.

Absolute joke! I reserved a 7 passenger vehicle online. When I got to the location to pick it up “they didn’t have any on hand” I explained I would take anything of size or bigger as I had my entire family (5 kids) with us and need a rental to get around and visit family. Again, I was told there was nothing available meanwhile I was staring at 4-5 passenger vans in the parking lot. When I asked about those, I was told that’s a different department as he just stood there staring at me. Worse customer service ever. Never going back to any branch, ever.

Got my rental on 11/12/20 because my car had flood damage and was taken to the dealership. I received a 2019 Nissan Altima at first. Drove the car to NC and when I returned home the dash had the "maintenance required now"on it. Well the reason I gave 5 stars is because I went back to Enterprise the next day and without any hassle they did a little research first to make sure the car needed an oil change and they gave me a new one. 2021 Chevy Malibu..He even adjusted the gas on the new rental since I has initially filled up the first one. The customer service was AWESOME!! The car was great as well.

On my first attempt to rent a car, I made a reservation only to get a call saying they didn't have a car for me on the appointed day. About a week later I made a second reservation at a different location. This time they did not have the Mitsubishi Mirage I'd reserved so they gave me the choice of a black muscle car, I don't remember the make but think Trans Am or I could rent a mini van. I opted for the mini van. The store was short staffed and most of the customers were upset. The associate tried his best but the car he gave me had not been properly cleaned or checked. When I brought this to his attention, he had it run through the car wash. There were still note cards from the previous customer and dirt in the floorboard but he said it had been vacumned. I was not shown how to adjust the mirrors or turn on the wipers or use any features. Later, I discovered there was no windshield wiper fluid. On a subsequent visit, I brought this to the representatives attention and was told they would fill the reservoir but that never happened. On each visit there were unhappy customers. At one a man had reserved a car over the phone and driven an hour only to be told there were no cars available. Th employees seem to be trying their best to satisfy the customers but they are understaffed and if the system doesn't indicate what is in inventory then you need to invest in new software. Overall there seems to be deficiencies in the operation of this facility due to poor management. I don't know what the turn over rate is but I can imagine its high because on all three visits there were many disgruntled customers.

I don't have too many complaints about my experience with Enterprise. Except that the car that I was given to rent for two plus weeks had some tire pressure issues and there was a light and blinker out that I was not aware of until after I had already left the facility. As well, I returned my vehicle earlier than expected and was not given a discounted price for that - even if it was simply that I returned it by 9 am instead of 5 pm - the office didn't offer taking any money off of my rental - for the technical issues or the early return. This was disappointing. All of the employees were very nice though and I have no complaints outside of this issue.

Car was great. Customer service a little off. I called to let them know I would be running late and Caroline then threatened me and said to remember if I am more than an hour late, I would lose the rental. There is just no need for any threatening or ultimatum tone for a customer service position, especially since I called as a courtesy.

Christian was the ABSOLUTE BEST hands down if I ever need a rental car again I will go there due to his fun, welcoming, and informative personality. He gave me fun and much needed information. He made me smile the whooolllee time. He was extremely patient and helpful. Complete gentlemen. Thanks Christian for the tip about all jeeps.!!!!! Give this guy a raise!!!!!

Always great service at this location! The last rental car I received though was subpar. The seats & carpet were filthy, but we put towels on the seats& made due. I was truly surprised by the condition of the vehicle, luckily I only needed it locally.

Horrible customer service if I can give this business zero 0 stars I would. Extremely poor experience with the branch Enterprise in Norfolk Va. My insurance rented me a vehicle while my car was repaired. First, there was only 2 chairs the waiting area, the AC was not working well, its was extreamly warm and we waited almost 1 hour to pickup. The truck they rented us had scratches ALL over the bed of truck (no bed liner), many small dints & scratches on the body of the truck. Which we pointed out to the Assistant manager Louise while we walked around the truck. He stated, "as long as the scratches are smaller than a dollar we don't worry about it." Needless to say he did not notate any of the scratches or dints on our paperwork & enterprise attempted to bill our insurance for dints & scratches that were already on the vehicle. I had to dispute their claim to be free of any damages and now I'm fighting to get my $50 deposit back. It's been a week, I've called Enterprise daily, finally the damage and recovery unit will send a message for that Branch Enterprise to refund me my deposit, mind you I've called and was told they cannot refund my deposit because the ticket was closed out. My advice is to take pictures or videos of the vehicle to have as proof, if not they my try to charge you for damages you didn't do.