Enterprise Rent-A-Car

When we arrive to pick up our car none of that size car were available. They offered us a smaller one or a midsize SUV. We chose the midsize SUV. When we went to go do our walk around he noticed that the car had not been cleaned and that someone had smoked in it. After he cleaned it (waited almost an hour by this time)he advised he tried to get as much of the smell out as he could but that it did still smell of smoke and asked if that was OK. thinking it wasn’t too bad we agreed. But during the weekend the smell of that vehicle was horrid. Especially if it sat in the sun for any period of time. Other than that the rental was fine. The agent was Extra nice and accommodating.

Last week, I had to turn in my Expedition EL to Priority Collision across the street to get Repairs done through Geico Express. Ryan from Enterprise brought me a Ford Fusion in exchange for my Expedition, after I told him I wanted something a little more comparable to my Expedition, he told me to just keep calling their office to see if anything had come in to suit what I needed. I took the car they offered, it reeked from smoking cigarettes and weed, and the low fuel light came on as I left the parking lot. I was pretty frustrated, but the rep from Geico told me they would fix the problem. I've had to go through this process before and Enterprise would just upgrade me to a car that was similar to my Truck (I have 3 kids, a Ford Fuzion isn't comparable). I understand there is a shortage on rental vehicles, so I continued to call and two days later, Ryan called me back and told me they had a Truck I could rent, but I would have to pay out of pocket for it. I mentioned they've worked this out in the past and that the rep from Geico told me they could just upgrade it pretty easily. Ryan said he would call me back that day and it has been 3 days since and no word from Enterprise. Their staff was not concerned with helping me at all, and their car they offered was not something I would expect from this organization, and when there was a problem with getting an upgrade from Geico, they made no effort on their end to fix the problem.

My experience was great. I was supposed to get a mid size car but none was available, but I was cool what was available since Allstate was paying for it but at the last minute something became available and I was upgraded without even knowing, a really nice surprise! It's always nice bonus that Enterprise picks you up! Great customer service!

Went online to reserve a car and found an error in the time of service on Saturday. It says that it is open at 12 pm, but it is closing at this time. Opening is from 8AM to 12PM on Saturdays. With that said, I am pleased with service and the associates are professionals and will explain any misunderstandings. I give this company a 5-star because of speed and service per customer.

Worst location I have ever rented from from rude employee to manager that cannot assist you when they are the reason I had to change my travel plans for not having a vehicle available. Was told I would be discounted on price and was never discounted. But yet I was charged an extra day for returning the rental in one hour late even though I called and informed them I was in traffic heading back. Area manager still to this point has not contacted me even though I was told I would be contacted on last Thursday, June 24 and here it is June 30 and I haven’t spoken to the area manager.Out of 15+ years of renting cars from Enterprise all over the US I I’ve never been so disappointed.

This Enterprise experience was aweful. First off, they didn’t reserve a vehicle for my scheduled date/time and felt that calling the morning of pick up was appropriate. Instead of the location calling to find a vehicle for my, already scheduled, reservation, they informed me I would have to call each individual location myself. I ended up calling the main customer service line who eventually suggested “getting upper management involved” to find a vehicle. When I went to pick the vehicle up, at a location about 50 minutes away from the original location, I was provided with a vehicle that was absolutely filthy inside. There was makeup, blood, and a mystery substance smeared on the headrests, seat backs, over head liner, and mirror/visors. There was an overwhelming smell of weed as soon as the door was opened. This was a reservation for a road trip with 3 kids, including my 1 year old. When I mentioned the strong odor, the rep grabbed a bottle of “smell good spray” and squirted a couple squirts in the vehicle. No further intervention or documentation of the smell. The vehicle wasn’t cleaned, so I had to disinfect the entire thing before putting my kids in it. On the way to our location...a 12 hour drive...we were pulled over by state police. There was no registration in the vehicle and the overwhelming, persistent smell of marijuana gave them probable cause to search the vehicle. Now you have me, 8 months pregnant, my husband, 2 kids, and a baby standing on the side of the highway while the police search the vehicle for the source of the smell. Fast forward to the end of this nightmare, I returned the vehicle to the original location of my reservation. Not one of three reps that checked the thing in mentioned a “drop fee” for returning the vehicle to a different location. Due to the confusion with my initial reservation, I assumed I could return the vehicle to the original location. I was proven wrong when I received my invoice with a $300 miscellaneous charge!!! When I called to inquire about the charge, I was told there were fees for returning the vehicle to a different location. These fees had recently been increased because of vehicle shortages. I was livid! I would have gladly returned the vehicle to the pickup location had someone informed me there was a charge, especially a $300 charge!!! This rental experience was a disaster. I will NEVER rent a vehicle from Enterprise again. I’ve had issues with them in the passed about my EZ pass being charged for a vehicle, before I even picked it up, and not being able to get a refund. I’ve had issues with them charging me for gas that was already put back in the vehicle....but never have I experienced such poor customer service or disregard for the customer all together. Absolutely aweful. I’d rather go buy a new car to take on a road trip than rent one from them.

A++ experience - pick up (in Virginia Beach) was quick and easy, and drop off was even easier - I've never experienced such an easy drop off - a man met us immediately in the parking lot (at AVL), scanned the tag on the car, took my credit card and that was that - the whole drop off took about 30 seconds, and then another man drove us to the airport in the car we rented, so we didn't have to schlep our luggage out twice! Definitely would use again. Thanks, Enterprise, for making this car rental hassle-free!

Very poor customer service!! I rented a car at the Chesapeake location they called me one hour before pick up to advise me they did not have the truck available, However I could go to N Military Highway and pick a truck up there. Mind you I don’t live anywhere close to N. Military Highway and the rep stated they did not have the manpower for someone to bring it to me. Not only was this a huge inconvenience but the truck the i rented also had expired tags. After calling roughly 15 different locations to see if I can get valid tags because in was traveling, I was given the runaround by everyone. I even called corporate for a manager to call me back and two weeks later I’m still waiting. I couldn’t get a manager to call me back but when they tried to charge my card which expired the end of November I did receive several calls. threatening to send my account to collections. Mind you. they authorize my card but on the very first call they threatened collections which is poor customer service because I had no idea my card expired! . They were paid the very next day with no issues!! Enterprise has the worst customer service ever and I do not recommend any want to go to enterprise to rent a car.

Great team of guys! Very helpful and understood my frustration but stayed professional and sweet! Thanks Brandon, Tyler and Phil!

We booked a large passenger van MONTHS out. A nice lady called to confirm my booking 48 hours prior to pick up. Confirmed my information and was all set. Well 730pm the DAY BEFORE I was scheduled to pick up the vehicle I get a call saying the vehicle won’t be available for me. No other alternatives or anything to help. We have had these plans for months. This is absolutely ridiculous. Most businesses are now closed and I can’t call and speak to anyone to ensure I have a vehicle for my 12 hour trip.