Enterprise Rent-A-Car

"I have never encountered a “manager” quite like this one. I walked in to pick up my vehicle and was met with a very loud woman (who I later found out was the manager). I originally asked for a premium SUV and was later called and told I could probably not have that option when I arrived (which was fine). When I arrived I was given the option for a premium SUV or a standard SUV. I have used my debit card every time I have rented in the past and wasn’t aware that I needed my credit card to rent a premium vehicle. After being told I had to have an actual credit card to get the premium, I was a tad frustrated at the situation. The woman could see I was trying to figure out a way to get my credit card (my husband had it), but she continued through her very rehearsed spiel at a very loud volume. It came across very passive aggressive. We moved on until we got to adding an additional driver (my 22 year old daughter). Again, I guess you can’t do that without an actual credit card. Again, she moved forward with no regard for my frustration at a very loud volume. (I never raised my voice once and only asked for clarification twice throughout this process) We went outside to do the walk around and she continued to be very passive aggressive towards me. She actually climbed up and looked at the top of the vehicle (I’ve never seen that done before and it was not looked at when I returned the vehicle). My daughter looked online at the policy and we thought we found that we could add her with my debit card. We went back in hoping to speak with someone who was a little calmer (for the sake of my frustration). At first we did get someone else. Then they said they needed manager clarification (that’s when I figured out the last lady was the manager) she came out and very loudly started talking at me again. I asked her to please stop yelling. Her response “I’m sorry, I’m just a very loud talker” and all three employees laughed and she continued to raise her voice at me. I again stopped her and at this point I matched her volume and again asked her to stop yelling at me because I was getting upset. She then lowered her voice, proving that she indeed could speak in a normal tone. All of this to say…. I understand the policy. I was simply trying to figure out a way to make the trip I planned with my daughter work the way we thought that it would. If the manager would have acknowledged my frustration and had a little empathy there would have been no issue. Instead she was extremely passive aggressive, very loud, and had no regard for the customer. Customer service can be difficult, but surely this isn’t your best practice Enterprise. I think this manager could use some more training on how to treat people when things aren’t going quite right. I will not be back to the Ozark location as I spoke with a very nice, understanding lady at the Campbell location and that is who will be getting my business from now on."

"These guys were so helpful when I had my accident. They even dropped me off after returning my vehicle to them. I'm in ozark and they were the only ones available from here to there with a vehicle after Thanksgiving. Can't express enough how sweet the ladies behind the counter were. Thank you for making such a difficult time a little easier"

"My husband and I have rented from this location on four separate occasions. Not once have they had the car type we’ve reserved. It’s absolutely unacceptable. What’s the point of having a location for “convenient” use if you can’t get the car you need? They have lots of cars on the lot, but won’t give you the one you reserved. Doesn’t really make much sense. At this point we’d rather drive to the airport for better service and better cars."

"The Enterprise location in Ozark is simply the best in southern Missouri or northwest Arkansas. I've rented and returned vehicles a few times here now and they are always quick and friendly. No hard upsell on amenities or insurance, but they do point out advantages and conveniences. A good selection of vehicles and the process has never taken more than 5 minutes to get checked in or checked out. Will definitely continue to use Enterprise and this office!"

"I believe that it was accidentally, but we checked 7 seats car and booked it for the weekend two weeks ago, and when we came, they have for us only 5 seats car. And 3 people have to canceled their plans and lost a money for booked hotel room. It is just start. For some reasons the car was not clean and one tire had some problem with the pressure. So we stopped 3 times at the highway to pump it. And another story with side road assistance. We didn’t what to wake up with a flat tire and decided to change the car. And the assistant guided us to the place that they didn’t have any car to change! It takes us around an hour to try changing a car at that place and connect with an agent to find right place with available cars. At the end we find a car to change. Thanks God it was just one car from enterprises partner at the airport in Indiana! And when we brought this car to check out in this office, they charged us 4 days instead of 3. Why we need to check everything instead of people who are working there? We are grateful for pick up us at home, but what if the office will do good work, and we would just enjoy our rental days. Is it possible to check pressure in the tires and clean the car before giving it to the people? Is it possible to check days and final price before charging? Why do we need to do double check? Two days after… At the end we visited this office, and it was another people in the office, and they fixed four days or rent in the right 3 days. Hope we will have our money back for the wrong charged day."