Business Profile
Auto Rentals and Leasing
Enterprise Rent-A-CarThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Auto Rentals and Leasing.
Reviews
This profile includes reviews for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.4/5 stars
Average of 911 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromShelly B
Date: 12/25/2022
1 starOver the last 10 years, we have regularly rented vehicles from ***************** Enterprise with no issues. Today 12/24, (I know the holidays do not bring out the best in people) we went to rent a vehicle for a Christmas trip. I have had reservations for a few months. 3 days before we were to pick up the rental car someone called and asked if they could substitute a different car in they couldn't get the one I reserved. I said "Sure " as long we have 5 seats and room for luggage and stuff.We arrived and went inside to a full waiting room of people. My husband and I were patiently waiting our turn when a young girl called us up to the counter. I asked to make sure we were not cutting in line in front of all the others waiting when we were rudely told us she called us up the others are waiting.She takes my husband drivers license and debit card and quickly gave it back saying we can't rent a car with 3 row seating without putting it on a credit card. We asked why? (We do not carry our credit card with us and only use for emergencies. ) My husband gets mad and says never mind we don't need a car and walks out. I stay trying to figure out what we can do to make this work and what the reason for the rule and why this was not said when they called to see if they can get us a different SUV than what we rented.The girl is short with me, answered only that it is corporate policy. She is not willing to work with me at all. I start to ask the gentleman questions that is working there. He was nice and was trying to figure out what they had available, what I needed to pay with deposit and what was needed for us to use our debit card. I think we are making progress and the girl says, " It doesn't matter what we figure out she was the manager and wouldn't allow it." We left without a rental car. As we leave I called another company and was able to rent a vehicle (with a 3rd row seat) last minute, cheaper . Worth the drive to SLO.Customer Service goes a long way.Review fromDebbie J
Date: 12/25/2022
1 starWonder how many holidays have been ruined by Enterprise car rental ? I reserved a car 11/23 , a month ago, for pick up today .Enterprise even called yesterday to reconfirm and I said yes This morning at 9am , I show up to pick up car for long road trip No car !!!! He said he would search for one and call me . They close at 1pm no car !!! They did not even call me back or apologize !!! Such lousy customer service !!!! I cant believe the attitudes !!!!! How can they call themselves a business if they are not reliable or provide such poor service !Beware of their reliability!Review fromMonika E
Date: 12/24/2022
1 starinitially picked up the vehicle per reservation with my ***** mobile app and confirmed with ***** agent. This was a reimbursement rental per my insurance policy. At time of rental it was an open rental contract pending outcome of my insurance claim. At the confirmation of acceptance of the settlement agreement insurance adjuster closed their portion of financial reimbursement I was informed that I could maintain the rental at the rate that ***** has with Enterprise and more than welcome to extend while I was waiting for my title to be delivered from Carson City. Enterprise contacted me via telephone I missed their call at work and returned their call left a message. Manager called stating they would not extend. They left another message stating that they wanted the vehicle returned by end of day and when I got back home a coworker followed me to drop off the car at the location that I picked up from. Upon exiting the vehicle I locked keys and my IPhone 13 Pro Max on the drivers seat. The vehicle parked directly in front of their glass doors on the north facing side of their property. I returned at approximately 8:45 am to retrieve my phone and settle the bill with them and was told that they neither had my phone nor did they have the car. I informed them that it was dropped off night before and they said I needed to worry about my bill instead of my phone. I was in a complete devastation with loss of phone and locked out of my iCloud Gmail, Banking and Dispatch calls from my union. . I was not able to locate my phone with the find my iPhone feature had it turned it off. Repeatedly requested my insurance information and even after filing a police report was arrested for Embezzlement of the rental that was in possession of Enterprise the entire time. If they can’t coerce you into giving up your insurance they will strong arm you literally.Review fromLisa C
Date: 12/23/2022
1 starRented a mini van for Christmas week well in advance. We even called this enterprise location last night to confirm that they had a minivan.They did not have a minivan for us at pick up. 7:30 am 12/23/2022 I voiced my disappointment to the branch manager, ***********************. Outcome: She refused to rent a vehicle to my husband and me. She called the police. The police came. She had the police waiting in the lobby for a good 10 minutes as she was hiding in her office. They tried to talk to her. They led her out to us so she could say she was refusing service.The 2 police officers talked to me outside and said that she was unprofessional and they themselves apologized for the treatment and have never seen such behavior from a manager.This all happened at 7:30 am on the eve of Christmas eve.Enterprise, what kind of people are you hiring? I am appalled to say the least and will NEVER return to Enterprise for my car rental needs.Note: my husband I have have been renting from this location quite often and the previous manager, ****** was wonderful. We understand that things happen and that the minivan was not available - but the issues I feel could have been adverted:1. Let us know that a ************** available ahead of time. Why would we have to call to confirm this?2. If a manager is unable to help with the issue - have a higher up be able to step in and aid.3. Not sure if it is ok for you all to refuse service like this, when it is something not of a luxury but of a necessity.Review fromBrian P
Date: 12/23/2022
1 starMy fiancé made a reservation for a large SUV to be picked up on the evening of 12/22. This was confirmed by a male employee over the phone; large SUV 12/22 – 12/27.
Well, upon calling to confirm pick up on the afternoon of 12/22, she was told the reservation is for “12/23, and a small compact”. Therefore, their inept employee already f-ed up. This is mistake #1.
#2….my fiancé went to pick up the vehicle at the Westbrook office, and these a$$ho!es would not give her a car because she has an out of state, yet VALID AND LEGAL, Driver License---from A US STATE! Due to this, Westbrook supposedly “requires” 2 forms of id and personal insurance----by the way, this was NOT disclosed over the phone reservation!!! My fiancé has valid insurance for her personal vehicle and was able to produce that, along with a credit and debit card bearing her name. They STILL refused to give her the booked vehicle. Have you EVER heard of such BS?!?!? And, I immediately called corporate to complain and Enterprise’s OWN customer service rep said that is *NOT* company policy! I have been across the country and have rented from numerous companies, with an out of state DL = never a problem. In fact, we already rented TWO vehicles from Enterprise at PWD over the past six months with out of state DL and had NO issue, nor were we “required” to show two forms of ID and personal insurance! Her license is not from some foreign country……it is a VALID, LEGAL Driver License issues by a STATE in the US! Westbrook Enterprise has NO right whatsoever to deny a car rental to an “out of stater” – DISCRIMINATION! Now, due to their original and this new ** incompetence, this is causing serious inconvenience to us, and costing us more $ that we don’t readily have to piss away!
The manager’s, who refused to rent a car to my legally licensed and insured fiancé, name is Ashley. I wont stop complaining to corporate, all the way up to ****** AND ******* ******, if I have to until this is rectified!Review fromZac R
Date: 12/20/2022
1 starMy Spouse and I were trying to rent a vehicle so that we could visit family for the holidays. The web site said the total for the rental would be $65.00 or so for the day. We make the reservation and go to pick up the car, when to our horror they tell us at check out that there would be a $400 hold on my card! This is ridiculous and has effectively ruined the holidays for us. No where on the web site do they make a disclaimer about this. This feels like a horrible bait and switch. They claimed at the location that information on the hold is on the web site. But when asked to show us where on the site it says that, the refused to show us. I advise anyone needing a rental to stay well away from these fraudsters.Review fromJ J
Date: 12/19/2022
5 starsJ J
Date: 12/19/2022
******************, the Enterprise Branch Manager at the ****** Road location, was outstanding. Our rental was ready for pickup on time and it was the vehicle we requested. She walked around the vehicle with us, to ensure there was no damage. She pointed out the fact that the registration tag, although expired, had not been sent to the company and the paper showing it had passed inspection was inside the glove box. When we returned the vehicle, the process took about 1 minute. She was very engaging and provided excellent customer service, something that seems to be lacking in many companies these days.Enterprise Rent-A-Car
Date: 12/20/2022
Thank you for your feedback. I will relay your comments over to the Branch that assisted you. Thank you for your business and we hope you continue to rent with Enterprise. Have a wonderful Day, ******************* *******************Review fromKourt A
Date: 12/19/2022
1 starI had a horrible experience. Customer wrvice would not help me modify a reservation! Worst service ever!!! They don't care, they just will not help you!!Review fromCarrie M
Date: 12/19/2022
5 stars**** and the staff at *************** Enterprise were so helpful and professional!Review fromSusan N
Date: 12/19/2022
1 starEnterprise Rent A Car stinks. They deserve a 0 rating. Dishonest comes to mind. They quote you a total price including taxes and fees which you think you are locking in. However, when you get your rental car, you won't get that price. You will also receive a dirty car inside and out with mechanical problems and four flat tires. Stay away from this company. They have very few vehicles in stock and what they have is garbage. If you have any problems, the company will do nothing for you. They leave you out to dry.
Enterprise Rent-A-Car is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.