Enterprise Rent-A-Car 996 Commonwealth Avenue, Boston, MA 02215

"Had a terrific experience with the Enterprise car rental office at 996 Commonwealth Avenue in Boston. Mike was the staff person I spoke with. He was very helpful and friendly, as were the other staff. For an earlier car rental at this location, I was helped by Griffin, the manager of this location, who was also extremely helpful and friendly."

"Very convenient location for me, the service was excellent and my car drove great! I rented the car for the day for a little road trip to the beach in Sandwich-beautiful day!. So glad they are back in business after the renovation!"

"This place... boy oh boy! Just left here after having a reservation for 2 weeks via Priceline. I was told by Priceline that my car would not be ready until noon. I got there at 12:25 (fun Boston traffic) and turns out they were "closed." There were multiple people sitting in the lobby waiting for cars and the assistant manager, Desiree, was sitting at the computer, ready to NOT work. I was told by Desiree that we would've had to be there, checked-in, by 12, in order to be guaranteed a car. This was not stated on my reservations - only that I could not pick up the car UNTIL 12 and never gave hours of operations. She stated they didn't have a car for me because inventory was "low." She started by trying to help me find another car to rent, but quickly changed her tune to "leave the premise or I will call security." She said I was yelling at her, which was confirmed by other patrons that I never once raised my voice. Ive worked in customer service for over 12 yrs, and I don't understand why she took this job or was given a higher title, if she generally disliked helping customers??? The staff in the parking lot were very nice and informed us, yes they do have (lots) of cars available, they were just closed and wanted to get out of there. Not only did Desiree ruin our trip to New York City, she smiled at the fact we were left high and dry. I ended up going to the Enterprise counter at Logan, just to see what would happen, where I was informed Desiree could've helped transfer my reservation, just didn't want to!!!! Save your time and rent through one of the other dozen establishments in Boston. I chose to rent through Avis, even after checking the counter at Logan, just because I couldn't fathom giving my money to Enterprise after this horrible experience. If you've also had a negative experience with her, I recommend calling the Regional Manager. I know we will be."

"While the staff were friendly, the experience was horrible. I arrived to pick up my car early but found a lot of people waiting. Then I was told the available vehicles for what I needed it for were not ready. I waited for the vehicle to be clean and received it at 10:16 a.m. As I try to do always, I took a photo of the license plate and odometer before leaving the lot. The gas was just under half full, though the contract said half full. The phone photo was shown to be taken at 10:22. I drove to a gas station and topped off the tank due to the planned long drive for a total of 8.819 gallons totaling $38.79. I drove to my hotel and when exiting the vehicle I noticed oil drips along my path, indicating a the vehicle was leaking oil. I returned to Enterprise and found the location still full with people receiving or returning vehicles. I explained what happened and the attendant walked with me to the vehicle. She asked if I hit something and I told her I had not, and we looked underneath to verify that the plastic mud cover was not damaged so the leak was occurring above that. I took a photo of this at 11:32 am. I also took a video of the parking spot that I had received vehicle from. There was a puddle of oil at the very spot the vehicle was parked at when I received it and a line of oil departing the parking lot and turning right (which I had done while departing). There was another line of oil on the path I took to return the vehicle. I showed the attendant this to prove that I received the vehicle in that state and I videotaped the lot. I suspect that the maintenance crew changed the oil and did properly seal the oil filter or tighten the drain plug. I was given a second vehicle and I again took a photo of the license plate (I do this in case I need to pay park via app or locate the vehicle in a large parking lot). The photo is time stamped 12:06 p.m. I therefore was finally able to get a functioning vehicle two hours and six minutes after my scheduled pickup time. The attendant said that I would be reimbursed for the gas I put in the previous vehicle and my return time would be adjusted. The following day I went to the office, which was full again and I had to wait a long time to be attended to. After waiting a while I took a video of the office and it was time stamped 10:29 a.m. Also while waiting I went and took a photo of the odometer and mileage hoping to expedite my vehicle return. This photo was time stamped 10:33 a.m. I finally was able to turn in the vehicle and on the receipt it showed a return time of 10:48 a.m. I noticed later that I was not reimbursed for the gas I put in the damaged vehicle. I was also charged a late return fee of $47.33. I signed a contract for a 24-hour period but did not receive a functioning vehicle until over two hours after my original pickup time. On top of that I was charged a late fee when I was not late. It is not the customer’s fault if Enterprise does not have enough employees to receive vehicles when the customer comes in. Enterprise wasted over two hours of my time and waiting for a functional vehicle and I ended up paying $86.12 more than I should have. I called customer service and was told that the claim would be sent back to the originating office and that I would be reimbursed. I still have not been reimbursed."

"We rent cars from Enterprise about pence a month, always from the Allston/Brighton location. The staff is always helpful and efficient, helping us choose a car we’re happy with. There have been times we’ve wanted to make a change mid-rental or extend our rental, and again, whichever staff member helps us, we are always welcomed with a helpful attitude. 5 stars."