Enterprise Rent A Car

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.

In 2017, I rented a car from Enterprise. Before leaving the lot, I requested full insurance coverage for the rental.

Unfortunately, I later got into an accident. When I returned the car, the agent informed me that I was covered by three types of insurance, but not the most important one liability even though I had explicitly asked for total coverage before departing.

I had the car for just 24 hours, and when I returned it (without any scratches), the person involved in the fender bender had already contacted Enterprise to file a claim. I later discovered that she had been in three previous accidents and had sued each person involved; she wasn't genuinely hurt but seemed to be someone who frequently pursued lawsuits.

When the accident occurred, I called the police, who arrived. The State Patrol wrote a incident report, but did not ticket either of us.

The woman who claimed to be injured did not want me to call an ambulance. Although she submitted an insurance claim the following day, she did not see a doctor for several months afterward.

My case dragged on for several years and eventually went to jury trial. However, the judge dismissed the jury before the trial concluded, and after they left, he altered their recommendations, I thought it strange that there was no court reporter present during the trial. I was called to the stand and was never asked anything about the accident.

The entire experience was discouraging and depressing.

In the end, I lost my license for 20 years and I now owe Enterprise $25,000 for a fender bender, despite the fact that neither vehicle sustained any damage, and the person injured had sustained several injuries to the same body part in prior accidents. We were in stop-and-go traffic, and I could not have been going more than 10 miles per hour at the time of the accident. The woman I collided with admitted that her car had previously been in an accident and claimed no damage to her vehicle, only bodily injury. Ironically, she refused an ambulance and immediately reported the incident to Enterprise.

The State Patrol who was on the scene, was not at any court hearings.

The attorney from Enterprise did not have my interest at hand. Additionally, a passenger, also sued me and eventually settled, could not be a witness in court because he was in jail at the time of the hearing.

In retrospect, I realize it was my fault for trusting the agent who rented me the car, and the person who followed me outside and sold me the total coverage while tricking me without giving me liability insurance - I am guilty of trusting him to help me. I did not verify for myself what he was saying was what he was doing.

I had dropped off my car at Seidner's Collision in Rosemead, CA, and Enterprise in South El Monte, CA, off Garvey Ave picked me up to take me and another person to their South El Monte location. When we arrived, I proceeded to confirm my reservation number from my insurance claim.

I had furnished my driver's license and credit card, and when the temp assistant manager inserted it into this machine, it came up yellow. He said, 'Can I wait while he contacted the store manager?' He then tried to help the individual that came with me from Seidner's, and again the other gentleman also provided his driver's license, and his too came up yellow. Both of us are not criminals. I work for a bank where I had to pass a background check, and I have never gotten more than a parking ticket in my life.

The assistant manager tried his driver's license, and he too came up yellow. He called the store manager and was told to refuse any rentals to either of us. We were both driven home. I had originally booked with Enterprise in San Gabriel, and somehow your firm pulled my reservation and changed it to the South El Monte location, causing all these problems.

I am getting a rental because I had an accident and needed a temporary car, claiming this through my insurance from The Hartford. Why is it that we know the machine isn't working and the folks that work at that location can't bypass the error in the machine? I will for sure be upset because I am no criminal. I received a renewal driver's license only a few months ago, and so did your store assistant manager too.

The other gentleman that came with me from Seidner's is in the same scenario. Now I want to go back to the San Gabriel location near my house, but they said they cannot pick me up, so I am stuck and have to go back to the same El Monte location knowing you'll probably turn me away yet again. What is happening here?

Do you want me to speak to a news station to get someone to help me here? Yes, I'm upset; it's not the front desk person's fault that your machine isn't working, but why is your store manager refusing service to folks claiming from an insurance being denied?

I was having my truck repaired and went to Enterprise the day prior to the rental and I talked to the gal and we agreed I could get the car I wanted on their lot the next morning after I dropped off my truck. I was delayed due to some issues I was having at home wiht my 94 yr old mother and I tried to call them but they of course do not have a direct line and I tried to reach them but was on a centralized call center que/wait for a LONG time and could not wait any more so I hung up. I did not think they would rent the car but they did. When I went there just 1-2 hrs past my agreed upon time the gal told me she could not wait and rented it a few min ago. I asked why and she said in a snarky manner, "I dont make any money with cars sitting on the lot"! I told them I tried to call but could not get through and they dont offer a phone line/ext to their direct location. When I was in there it was basically only her and some other porter guy sitting there and they had nothing much going on, their phones of course were not ringing cuz they dont take incoming calls and they looked bored. When I asked how long the car I requested would be out she looked it up and she said "just one day"! So she caused a major issue with me and pissed me off cuz she did not want to wait a few hours and now I have to rent another car, return it and re-rent out the car I origanally wanted (a Kia Sorrento) the next day. Im sure she could have tried to call me or text me or something to get in touch to ask me if I was coming? Now I am pissed and will do whatever I can to give bad reviews to this *** company that does not keep its promises and does not give a crap about customer service. They will also loose a LOT of future business from me. Do not rent from this *** company! They will screw you in the blink of an eye with no remorse. I have read the other reviews and they are bad too!

Corey R

Addison, IL

9-17-25

Im writing this review to express my extreme frustration and disappointment with the way Ive been treated by Enterprise Rent-A-Car. After my vehiclea luxury SUVwas hit by another driver, their insurance company arranged for a rental through Enterprise and is covering the cost of a comparable luxury SUV.

Despite this, Enterprise has refused to provide me with the appropriate class of vehicle.

At the first location I visited, I was told there were no luxury SUVs or equivalent vehicles available. However, I sat in the lobby and watched two separate customers being offered luxury vehicles and sports cars. When I asked again, all I was offered was a midsize sedan and told there was nothing else available.

In an effort to resolve the situation, I went to the airport location where I know they have a larger fleet. There, I encountered the same behavior.

The manager flat-out told me that if I cancelled the insurance-covered rental and paid out of pocket with my own credit card, I could have the vehicle I wanted. When I stated I would be filing a complaint, he smugly responded that it wouldnt matter, as it would just get sent back to him anyway.

My wife even took the time to visit five different Enterprise locations in hopes of finding a location willing to provide the correct vehicle classbut was repeatedly met with the same excuses and runaround. This has not only been a major inconvenience, it feels like blatant discrimination and intentional denial of service based on the fact that a third party is paying for the rental.

Enterprise is being paid for a luxury SUV. That is what Im entitled to under the terms of the claim.

Anything less is unacceptableand frankly, unethical.

Its appalling that customers are treated differently based on how they are paying or who is paying for their rental.

This kind of treatment is absolutely unacceptable and needs to be addressed at a corporate level. I expected better from Enterprise, and this experience has destroyed my trust in the company.

July 14, 2025 my car was wrecked. Unfortunately the person that wrecked had State Farm insurance.

After 30 days they finally got a rental for me. Ofcourse they finally decide to total out close to 60 days and they told me that they would extend the rental another week. Two days later I am in bw jobs and I go out to the car to leave and SUPRISE!!! Theres no rental car.

I called enterprise they said there was no record of them towing to call the police. I ended up missing work ( and money I would have made at a bartending shift) and spending 2 hours talking to the police and in the end decide to wait till morning bc I didnt want to make a false police report. The next morning I find out it was towed. I had a lot of stuff in the car bc I had just cleaned out my car that was being totaled out and I had things to bring to seamstress and cleaners.

About 3500$ worth of stuff. Not including the stuff I was bringing to good will. When I got to enterprise the only thing they had was the bag for goodwill and the speaker cabinet. No amp, no fur coat, no brand jeans , perfume etc.

and they have the nerve to tell me they will charge me for the key and the battery hybrid that had they knocked on door none of this would have happened. I could have gotten my stuff and given them there stuff. The mgr on duty acted like I was lying about my stuff and everyone in there said State Farm did not extend which is in direct contrast to what State Farm is saying. State Farm said the mgmt team would not extend at enterprise which was not told to me.

Either way they are both responsible and dont treat customers like they should.

The only person helpful was the girl who works at the CARROLTON location. Everyone else is shud be retrained on CUSTOMER SERVICE.

Over the years I have rented vehicles from Enterprise not only in the US but also in Europe (where I live). I am a member of Enterprise Emerald Club and was, until a couple of years ago a faithful customer, loyal, but the vehicles were constantly not being properly maintained.
This year I returned and Enterprise has a new policy: "Bring your vehicle back with the amount of Benzin/gas it has in it when you check it out."
To my surprise this turned out to be fraud perpetrated by Enterprise to pad the customer's Invoice with a hidden Refueling Fee.

I filled my vehicles (even one I had that pulled heavily to the right and had to be immediately returned). I have the Benzin/gas receipts that are time-stamped within minutes of returning the vehicle and still Enterprise charged me a Refueling Fee!!!

(They also charged in one Invoice twice for a License Recovery Fee (VLF).
In Europe I hire vehicles from a firm named WHEEGO and they rent brand new vehicles with low milage, everything included, 28 days for 867 Euros (I have Contracts to prove it) while Enterprise charges over $970 for two weeks. This is a ridiculous price for El Dorado, Arkansas, or?

I rented from National in Kauai, a company owned by Enterprise. There was damage to the car before we took it off the lot; we have date- and time-stamped pictures of all except for a bump on the hood.

I either had not noticed the hood, or something may have dropped on it while we were there. They claimed damage to the hood when I returned to the airport drop-off, so I took a picture of that damage as well, fully understanding that I may have to pay for the repair. The woman who wrote up the report said there is a camera that takes pictures of all cars that leave the lot; they will check to see if the hood was damaged before I left. She also claimed that they would have to contact me within thirty days.

Over thirty days later, I received a bill for $2,500+ for all the damage to the car. The itemized list of damage from the body shop (which also has one star) shows that the bill covers all the pre-existing damage shown in the pictures. Even the branch manager stated I should only cover the damage to the hood. I have since reached out multiple times, in multiple ways; their damage recovery unit (DRU) is not interested in two sides; their interest lies in 'how are you going to pay for this.' They are just trying to get the bills paid.

Two people that were working on my case have since left. A third person stated in a letter that I did not have pictures when I had sent them to him, in addition to their own employees sending the time-stamped pictures to the DR unit, verified by other internal employees that have seen the file, meaning customer service representatives. My picture of the damage to the hood is much less severe than the picture taken of damage at the body shop. The process comes to a complete halt.

I fear the only way to resolve this is through the courts. Unfortunately, most people won't have the patience to move forward with this route.

I was treated like a criminal this past week by all of enterprise customer service no one would listen I told them I was quoted 330 for Wednesday to Wednesday I was in a medical facility getting treated for congestive heart failure only 30 % of my heart working. I tried to get them yo adjust the price but it ended up saying rental was suppose to be back on the 1st and that I owed 366 more so I pd 300 deposit Noone will talk to me with sense I can not get upset they will not give me avreceipt and on top of it all the rental ipaperwork s make sure you ge t missing now I can find the receipt online