Enterprise Rent A Car

On November 12, I made a reservation (confirmation code: 138896****) for a Chrysler Pacifica or similar (van) for a total of $326.93.
On November 13, I arrived at the pickup location (9831 NW 58th St, Doral, FL 33178) and the manager, Romel, informed me that they did not have the vehicle available. He even mentioned that Enterprise does this all the timethat they offer vehicles they dont actually have available just to secure the customer.
Instead, he offered me a Toyota Camry (sedan) and assured me that once I arrived in Nashville, I could go to any Enterprise location and switch the car for a van.

I repeatedly asked him to confirm that this was truly possible, and he promised that everything would be fine.
This is where the entire nightmare began.
When we arrived in Nashville, the Enterprise team at the BNA Airport told us that they were not allowed to make any vehicle changes. They even said they didnt understand why the Miami location told us that such a switch was possible. The airport staff then redirected us to another Enterprise location at 3500 Charlotte Ave, but once we arrived, we received the exact same responsethey could not switch the vehicle, and they didnt understand why Miami provided that information.
Since it was the high-demand week prior to Thanksgiving, there were no SUVs or vans available anywhere.
We called the Miami manager, and he simply told us there was nothing he could do, and that he could offer a full refund for the reservation and take care of the hotels. We were supposed to return to Miami in a van on Monday the 16th and drop it off on the 17th, but because of this situation, we were left with no solution at all.
We felt scammed.
Nashvilles Enterprise advised us to cancel the Miami contract so we could get a refund and rent a new vehicle, while the Miami location insisted there was nothing they could do.

We practically lost our entire trip, had to extend our stay three more nights, paid additional hotel and food costs, and had no one who could resolve the situation.
In the end, we had to rent a van from Sixt at the airport, paying an overpriced last-minute rate, and return to Miami that way.
Once back in Miami, we went to the Doral Enterprise store, spoke to the same manager, and after apologizing, he said he would ask if he could issue a refund. Nothing happened. We called almost every day asking for him, and his colleague repeatedly told us, Hes busy, he cant get to the phone, he will call you back.

He never did.
Honestly, this was an embarrassing and extremely frustrating situation. As I mentioned, we truly felt scammed and I lost significant time and money because of this.
I kindly request that this case be escalated to a higher corporate representative to properly address what happened and to prevent other customers from going through the same experience.

I had a reservation on the 02/12/2026 at 8:15 AM. When I arrived, the person by the name of Dominic was at the kiosk.

I gave him my driver’s license and my credit card; all was okay. He went and got the car, came back inside, and said to me, 'The car looks good. Any questions, let us know.' I said thank you, but I'm going out to check the car and take a video. That’s what I did, and when I checked for the spare tire, I couldn't find it.

I went back inside and said there was no spare tire. He replied, 'Did you check the trunk?' I said yes. Then he replied, 'The car comes with no spare tire. I can add road assistance for you.' I then said my coverage covers that, and is it possible to give me another vehicle with a spare tire?

He got so mad and came to my face and said, 'Give me my key.' I replied, 'I have no key; you never gave me the key.' Then he said, 'I will call the cops on you.' I told him, 'Be my guest.' He did. I called customer service; they took my statement and the cops as well. I give this 1-star review not just because the manager was bad, but the field manager as well because he never cared to contact the customer and fix what his employee caused the customer.

At least check the camera and don't just listen to one side of the story. Shame on you all.

Frustration and disappointment regarding a recent experience I had with my reservation.

Let me start off by stating this is the third time the same issue has happened at three different locations with enterprise.

I made and confirmed a reservation in advance, expecting that a vehicle would be available upon my arrival ( The Joke was on me ) However, when I arrived at the location at 0800am even arriving one hour early. I was informed that no cars were available.

I was told that there might be a vehicle available later in the afternoon.I had a reservation for 0900am. I waited around and wasted my time finally leaving around 12:30 after numerous calls back to the location I received my vehicle a little after 4 pm seven hours late. I did contact other enterprise locations in the surrounding cities with no avail but however I did find an enterprise location an hour and half away that had a vehicle but they could not accept my reservation as it was not at their location and due to the fact my reservation time had passed I could not change or modify said reservation on the app soI was referred to customer service.

Customer service informed me that they were not allowed to change or modify my reservation and I would have to cancel the reservation and rebook at a higher rate I might not be a law student, but that sure sounds like bait and switch to me.

A reservation should guarantee availability, or at the very least, customers should be notified ahead of time if there is an issue. This is totally unacceptable

I never received my refund. My bank denied it because they thought it was a purchase.

I called my local enterprise, and they said it shows processed, but it didn't go through.

My bank says it's not pending, so I need someone to get me my refund. I told Conroe Enterprise to resend it; they said they can't and wouldn't contact accounting.

On the 13th of this month (November) I called in to make a payment on my rental. The operator told me that it was $200.

I mentioned to him that my payment was usually $290.00 & he repeated that I owe $200.00 for the week. I called the next week to make another payment and this operator said this payment was $290.00. I said I have $200.00 to pay because the last payment I made was $200.00. This same evening someone attempted to take money out of my account-I thought it might be enterprise but my bank let me know the activity was from Yelp.

I went to my bank to fix the issue I went to the bank and called enterprise to make a payment- I called once at about 3:30-4:00pm then again at 5:00they had me on hold for about 45 minutes before their phone hung up.so, Ive been making attempts to pay them but I believe they cancelled the contract Ive had with them for about a year because of an occurrence we experienced previously where my husband was descriminated against tor being handicapped-but that in of itself is an entirely different story.

The guy at the front desk in Ruskin fl, was very rude and had no empathy or integrity!

I let him know that Id called enterprise to make the payment on a Wednesday-the day I found out my card had been compromised so I had to do this on Thursday- I was quoted $90.00 more than Id payed the week before so didnt have that (&200.00 is what I had to pay. The guy said oh, that was the international line (in a snobby way) I told him theres no way I wouldve known that. I just wanted to make the payment. The sales clerk then said yeah, thats just one of those things (snooty again-rude).

One of what things?! He stalled for a minute then came up with you called on the 13th and that $200.00 took you to the 15th I said that wasnt explained to me (which it wasnt). Disgusting customer service in their offices! Theres not too many people who work for enterprise rental who exemplify good customer servicethey are few and far in between!

Im an hour away from home with my kids visiting their grandmother and the guy tells me due to payment complications were terminating your contract.

I was a customer for a year and was treated like a number.

Enterprise needs a competitor to swoop in and manage their clientele. They need to go out of business.

I am writing to formally express my deep disappointment with the continued poor customer service I have experienced at your Decatur/Scottsdale branch. Despite having given this location multiple opportunities to earn my trust, my most recent visit has made it clear that this location does not meet the standards I expect from your company.
I had a reservation for a vehicle to be picked up on Monday at 11:00 AM.

Based on a previous bad experience where my car wasn't ready, I arrived early. Unfortunately, history repeated itself in a far worse way.
While I waited patiently in the lobby, a man entered the branch 5-7 minutes after me. He was immediately acknowledged by staff, while I was completely ignored. When I politely stated that I had arrived first, Taylor M.

Brown, the representative at the desk, responded rudely with, "Well fine then, I can help whoever is next." Her tone was dismissive and unprofessional. I must also note that I am of Cuban and White descent, and in this interaction, both Ms. Brown and the man she chose to acknowledge were Black. While I hope this wasn't a factor, I was left feeling disrespected and unwelcome.
This experience was so upsetting that I left the store in tears.

No one should be made to feel the way I did over a simple vehicle pickup.
To make matters worse:
The vehicle I was given was unclean and had clearly not been washed.
There has been no follow-up or courtesy check-in regarding my rental.
This is not the first time I've had issues at this location. A prior poor experience resulted in a free upgrade, but clearly no long-term improvements have been made.
It is unacceptable that in 2025, basic customer service and professionalism are not being met--especially from a company I've trusted with my business.
I am requesting the following:
A formal apology for the treatment I received.
Confirmation that this complaint will be investigated, including the conduct of Taylor M. Brown.
Appropriate compensation for the inconvenience and poor service.
Assurance that measures will be taken to prevent this kind of experience from happening to others.
Please understand that I do not enjoy submitting complaints. However, this location has made it clear that accountability is lacking, and I feel compelled to elevate my concerns.

If this is not addressed, I will have no choice but to discontinue doing business with your company and share my experience publicly.
I appreciate your prompt attention to this matter and look forward to your response.
Sincerely,
Rachel Duque
I was told today by Antonio today that someone would call be back today by end of day to0day by 630pm today on Aug 4th. Its 7:33pm and no one has called. I called coporate again and am getting the run around. On top of this, no one has gotten back to me but they proceeded to charge my card.

So you have time to charge me money but not to call me back. Another lady named "Pittman" (who would not give me her first name) at this location dismissed me completely today when I called the location Enterprise is not a customer centric company at all. It's disappointing and I am never using them again. The manager Sean when I went to the location literally wrote the corporate number down and told me to call them?

everyone is passing the buck and taking responsibility. DO BETTER!

I booked a reservation online for my aunt who is elderly. She & my uncle were on a roadtrip when their car broke down in Seligman and got towed to Flagstaff, where they needed a rental car. I was unable to get ahold of the location directly to verify vehicles in stock (inconvenient) and was connected to the reservation line who confirmed there was many vehicles available for rent, so I booked a reservation online.

Upon arrival the employee confirmed with my aunt she had a rental for a sedan and asked for ID and credit card. After the employee said this, the branch manager, Deni Ortiz, walked over, interrupted the employee in a rude disrespectful tone, told them no, no, we are not renting any cars. My aunt questioned Deni why cars are not being rented when there are many cars parked on the lot and another customer was there getting keys to a rental vehicle. Deni refused and could not provide a reason. He was condescending, unprofessional and called my aunt girl and lady. This is unacceptable behavior from a branch manager.

Upon leaving another employee came outside and told my aunt that Deni is a bad manager, rude, and to submit a complaint to the area manager, {{Redacted}}. She gave a business card with their information. We have yet to receive a response from the area manager {{Redacted}} or Enterprise.

AVOID this company and the terrible poor customer service and management. We will never do business with Enterprise ever again nor recommend it to anyone. Do better Enterprise. No one deserves this treatment.

Dear Enterprise Customer Service,

I am writing to file a formal complaint regarding my recent experience at your East Brunswick, NJ location.

I had reserved a rental car in advance through Enterprise's system. However, when I arrived, the manager trainee Sydney Bodreau informed me that only large vehicles were available and asked me to pay $10 extra per day. I noticed several smaller cars in the lot, yet she kept insisting that I upgrade and purchase Enterprise's insurance instead of trying to help me find a suitable option. Her attitude was rude and unprofessional.

The following morning, I checked the Enterprise website again and saw that many smaller vehicles were still listed as available. I called the East Brunswick office and spoke with two different staff members, who again told me there were no small cars available. They explained that those vehicles belonged to nearby branches and could be transferred. If that is the case, I do not understand why they didn't offer to arrange one for me.

This entire experience made me feel that my reservation and time were not respected, and I cannot help but wonder if I was treated differently because the rental was arranged through Geico rather than as a direct Enterprise customer.

I hope Enterprise will investigate this matter seriously and take appropriate action to ensure fair and professional service for all customers in the future.

Thank you for your attention.

Sincerely,

Yangsheng Sun

I am writing in hopes that this company will see the need to redeem their reputation and customer service. My sister rented a car (Nissan Altima) from Missouri and drove it here to Florida.

She was driving when the car all of a sudden made a horrible sound on the drivers side and continued when she would brake on the way to my moms house. It was after 6, and she waited till morning to call with all confidence that Enterprise would receive assistance with this unsafe vehicle. When she called, they told her that the location closest to us (Gateway Airport Kissimmee) did not have any cars available and directed us to go to the Haines City location. When we got there, they then told her that they also did not have any cars available.

She then asked what she was supposed to do since she was sent to this location with a car that sounded like it was not safe to drive, especially since she had her 8-year-old son in the car with her. They told her that she could take the car to an automotive shop or keep driving it, as they had nothing available. We then called customer service outside of this office in hopes of getting some assistance with this matter since they sent her to this location and told her they had cars available when, in fact, they did not. Customer service then told her that she needed to call the different locations here and ask if they had cars available for a trade, that they could not and would not assist her in locating a vehicle, and that while they were sorry, it was her responsibility and she would have to do it.

Mind you, she was left in an unsafe vehicle that no one cared to look at and had her continue to drive it to a location that she had to find. We went back into this Haines City office and one of the staff members laughed about this situation and at my sisters frustration and anxiety of not receiving customer care, assistance, or service to help with a situation that she did not create! After hours of having to navigate this problem on our own, on a day of vacation in which we had plans that had to be pushed back and that money was spent on, when she thought she finally found a location to trade the car at, again driving an unsafe vehicle because of the lack of customer service and irresponsibility of Enterprise to put one of their customers in a potentially dangerous situation. They then down sized the rental, with absolutely no pro rating, or compensation and then wanted to send her to the airport location in the same darn vehicle if she wanted the same value trade.

I am in total disbelief and completely disgusted with the lack of support and negligence that Enterprise allowed on all levels!

Everyone should be ashamed of the service standards that were displayed. God forbid that anyone of them will ever have to be in this same situation and left unsupported!

Very disappointing experience at Enterprise East Brunswick. I had reserved a car in advance, but when I arrived, the manager trainee Sydney Bodreau said only large cars were available and asked me to pay $10 extra per day.

I saw smaller cars in the lot, and even the Enterprise website showed plenty of small cars available. The next morning, I checked the website again; small cars were still listed as available. I called the East Brunswick location, and two different staff members told me there were still no small cars, saying the ones online were from nearby branches and could be transferred. If that's the case, why didn't they try to arrange one for me?

Is it because I'm a Geico customer and not a direct Enterprise renter?

Very poor service and attitude. I won't rent from this location again.