Enterprise Rent-A-Car

"UPDATE: MY FIANCE HAS GIVEN PERMISSION TO TALK TO ME 5 TIMES AND HE IS ON THE EMAIL WE WERE ASKED TO EMAIL BELOW —- WORST CUSTOMER SERVICE EVER!!!! WILL NOT RESPOND. WHAT’S THE POINT OF HAVING US EMAIL WHEN YOU HAVE NO INTENTION OF MAKING THE SITUATION RIGHT! I have never have such an off-putting experience in my entire life! We had a vehicle (ford explorer or larger) paid for in full at budget next door. We got there and they had zero vehicles. We went about 100-150 feet to enterprise hoping they had a vehicle available. First, it was a jeep defender, smallest SUV around and apparently all wheel drive, which we could care less about, never told about AND charged for as an up charge. Second, I’m dealing with canceling budget, Extremely upset when i walk in and share my awful experience next door. The staff seemed to understand the issue and said we do not know what the girl does over there but there are never cars etc. okay…. So again fiancé is trying to get new car rented I’m trying to cancel old so i get my money back in 7-10 days. The vehicle is not being used for anything special, But having a civic myself and sonata we wanted a higher vehicle for safety while traveling highways we are normally not on. In the process of all of this, i am asking questions and doing my best to stay in the loop. I already shared at this point that we were out approximately $298 until further notice. Not only did they NOT share the price at any point in time that i was around, my fiance is flustered and upset in this moment. I even share this is coming out of our wedding fund money and how upsetting this is. They charged my fiance over $800 OVER $800 for a 3 day rental. Which we took back with more gas than was needed and on Sunday night not Monday morning. Even though i had to run back Monday to drop off the keys because they do NOT have a night drop off option— so i had to leave work to take care of this task and run there a 3rd time. Jordan is the store manager …. Apparently has no say on how his customers are treated and his district manager Stephen W, unwilling to talk to me or discuss what can be done to make this situation right. I was charged more than $500 than the place next door. I was. It offered any discounts. I was not given the chance to call another location and see if something was available. They are distraught customers ALL the time coming from the crappy budget location next door (which I’d never ever recommend to anyone either, but they didn’t even get a review because the customer service to return my money and apologies were actually pretty heart felt by those who could help me there) Enterprise is a nasty heartless money sucking organization. Shame on the girl who “helped” us upfront who said apparently she’s getting married too…. If that was actually the case i feel like she would have had more empathy and understanding and wanted to help us find something more affordable but instead took the opportunity to screw us over a second time and more than double the amount of what we were willing to pay (again as the enterprise car rental money came directly out of our wedding budget). I have tried to talk to corporate, they have the information but have not received a call back yet. I have reached out to don’t waste your money / John mataerese and hoping to blast enterprise for how they are taking advantage of consumers. They are clearly price gouging and taking advantage of situations they shouldn’t be and shouldn’t be in business if they treat people this way. I will never go to enterprise again … actually word of advice i have received along the way as i have been sharing my story the last 24 hours now (since its obvious the district manager is a disgusting person who cannot have a nice conversation and make this right) — ALL CONSUMERS LOOKING TO RENT A VEHICLE — USE TURO… — i will be using this service moving forward and enterprise can sit with their keys and vehicles up their butt when i continue to share my shitty experience and spread the word and information on TURO"

"Let's start off by saying that Taylor there was a God send. After dealing with the fiasco we had at Avis/Budget right down the road, we thought we were going to be stuck in Cincinnati. Thankfully, Taylor had a smile on her face the entire 2.5 or so hours that we were there. No bad on her end that we were there 2.5 hours as we had issues with our credit card payment not updating on the banking aspect of things. We had to work things out with the bank and of course that took quite some time. Taylor was there with us EVERY step of the way to explore some ideas of about getting the car reserved. We were on a one way trip back to Houston and had to reserve it with a major credit card (which we didn't know initially with Avis/Budget or Enterprise). Otherwise, we would have already had this all setup and ready. I reserved our initial reservation with the HORRIBLE Avis down the street with a debit card, so I assumed I could do the same here. Taylor was so professional during the entire transaction from exploring ideas, offering drinks and snack to my friend's daughter to ensuring we had the correct vehicle that we needed to take what we needed back to Houston. Honestly, I can say that Taylor was a saving grace that day for us and for my sanity! Oh and thank you for the wonderful recommendation to Skyline Chili by the way! :) Jordan - Please give Taylor a bonus or something for having the patience with us during this entire fiasco. Also, for helping us get on the road with truck that we needed!"

"I am amazingly impressed with the customer service I received! I was in an auto accident and needed a rental ASAP. I have to have a certain type of vehicle for work purposes so apparently, I am pretty high maintenance in the car rental category. I spoke with Jordan and he said he would find me a vehicle that would work for me and my situation. When I arrived they were really busy but they worked fast to get me situated and on my way. AMAZING CUSTOMER SERVICE!! I got the run around from the insurance company and payment for my daily rental amount. I had to pay out of pocket until the insurance company agreed to pay for it. Luckily Taylor and Jordan worked on my behalf to ensure I had the right size rental for a decent cost that wasn't going to break the bank with everything I was already going through. I am highly impressed with this rental location because of the people working there-Jordan & Taylor are TOP NOTCH! I love the part that customer service is their top priority and working in their customer's best interest for their customer's own life situations is irreplaceable in this day and age! I HIGHLY recommend this specific Enterprise Rental Location!! Thanks for dealing with this picky and high maintenance car rental customer!! :)"

"I had to get a replacement car because my car was towed. When I arrived at the location, there were no cars available. However, Jordan was extremely helpful and informed me that there might be a chance that someone would not pick up their car. He promised to call me if a car became available. This location closes at 1:00 pm on Saturdays. At 12:50 pm, Jordan called to let me know he had secured a car for me. He waited for me until I arrived, ensuring I could get back on the road. Great service! Thank you, Jordan!"

"Staff was nice in person, but the first car they had for me had a cracked windshield so they couldn't give it to me. They offered to exchange for a Nissan leaf EV which I was ok with. I asked about the date of return and they told me the date was next week but it would get extended by insurance if my car repair wasn't completed. Evidently it was extended only until 4/5, but no one told me why, and I still didn't understand precisely why. Insurance blames enterprise and enterprise blames the insurance. When I returned the car, the staff member informed me that it should have been fully covered because it was under the limits, and then when I called back after talking insurance, they told me the numbers they told me initially were wrong and that I did indeed owe the money. I respect that sometimes we look at systems wrong and I don't think that was intentionally misleading, but worth calling out when coupled together with all the other components of the experience. I ended up with almost $300 in unexpected charges because no one told me when the rental was due, or explained to me why the price ended up being higher than what I was originally communicated. If I had booked it out to a certain date, That would have fully been my responsibility, but they specifically told me that it gets renewed automatically and therefore it would seem reasonable that I would be informed when it was actually due. Net net, the staff was nice... But be very diligent about getting everything in writing And don't take communicated word for what it's worth. I'll probably avoid them in the future because of the poor communication and lack of clarity of anything in writing which feels very deceptive."