Enterprise Rent-A-Car

Excellent service from the Burlingame, CA Enterprise office! I booked online the evening before I needed a car and requested a pickup. The driver, Victor, was prompt, professional, and pleasant. When I arrived, the manager, Blake Rigby, had my paperwork ready, and I was on my way in under 10 minutes.
The same excellent service in reverse when I returned the car. This office is staffed with cheerful staff who offer great service. Five stars!

I reserved online and when I arrived the office was very busy. The staff was very high energy as they answered inbound calls, checked people in, and walked customers to their cars. I have to say the stand out was Nick! He provided exceptional service by helping me adjust my reservation so it would best fit my needs for the weekend. He also offered a personalized experience by recommending so must see sites in San Francisco.
When it came time to return my rental; it was hassle free and they gave me a ride. This team operates with professionalism, integrity, and efficiency. The location is near the Airport and has convenient freeway access, and they go above and beyond to respect your time and keep their promises. I am completely satisfied and I would highly recommend them.

Great staff with good follow up, convenient location. i would have no problem coming here again.

Best damn place to get a rental car and receive excellent customer service. This branch has a wide variety of cars to choose from and the staff is friendly and helpful. This branch does get very busy at times so every once in a while you may experience some wait times, but the wait is worth it. Completely satisfied!

Great Staff, always super friendly and helpful.

Great service that’s why I keep going back. They even pick you up if you need a ride and you can add another driver free of charge. No airport fees another big plus. Don’t look around rent from enterprise in Burlingame.

Been using there service at this location for 3 years since its right around the corner. The people here always rock, customer service top notch, everybody always attending you with a smile, genuinely nice staff, at least the ones i have always come in contact with. Expedite me pretty quick and returns are even quicker.

This location is great and completely focused on dishing out exceptional customer service. They have a nice selection of vehicles as well. Nick Rocks!

I have rented cars with several companies for trips or transportation and this was my worst experience. The employee wasn’t helpful at all and showed disrespect in his speech and he didn’t even realised probably, what is even worst.

Great, consistent customer service. Nick is the man!

This place is great! I rent a car here maybe about one weekend every month. Price is great because it’s not the airport location. The staff are all extremely helpful and friendly. Be nice to these guys, they wash your cars in their suits! My go-​to rental place.

They say one thing and do another. I was getting my car fixed at Chilton next door, & the insurance company of the car who rear-​ended me (AAA) had agreed to pay for my car’s damages which I told to Enterprise. When the car was taking longer than expected, I called the insurance company to check on my claim. I was worried that I was getting over the policy limit, but they told me they would cover the overage.
When the car repair went over a month, Enteprise called me and said I had exceeded my rental agreement. They said I had to come in and swap out my car and that I would be charged $ 280. I again called AAA and was told not to worry; they would cover everything. I received another call from Enterprise to go in and fill out a new rental agreement & swap out the car. When I went in to the Enterprise office, I explained this to them and they said it was not a problem.
My car was ready the following day & I turned in the rental car. I spoke to the person at the desk & told them AAA would pay for it, and they said no problem. They asked me how the service was, and I said it was great. I then picked up my car from Chilton and went on my way.
The very next day, Enterprise called me and told me they charged my card for $ 744! How the charge went from $ 280 to $ 744 in two days is completely beyond my comprehension. I called and they said it was because their system charges automatically when the insurance company is nonresponsive. I wish they would have told me that one day earlier when I was there! I called the insurance company, but they were in a different time zone and had closed for the day. I called back Enterprise and told them to wait one day until I talked to my insurance agent. They said they couldn’t, and I had already been charged.
Then they asked me if I was happy with their service. Not so much.

They were very helpful and informative for me as I just flew in and gave me so many suggestions and tips for traveling around the city. Great office!

I got into a rental while my car was being worked on at Chilton next door, Nick Ruperto one of the managers from Enterprise was amazing! His customer service skills were smoother than the cream cheese on my morning bagel. Nick got me into a new Dodge Charger and it even had a full tank of gas! Nick was very professional and even helped me move my babies carseats and gear into the rental. When my car was done I returned my rental and Ben helped me out he was professional and he also even helped me load my baby gear into my car. I didn’t ask they just did it on their own these guys are awesome! I will definitely rent for pleasure from this enterprise their staff members are courteous, professional and make the rental process easy breezy!
Nick and Ben, you guys are awesome keep up the good work!
Thank you enterprise for knowing how to treat a customer!

Already wrote this review, but it got lost! They were wonderful, counter staff, drivers, and the car itself. Thank you for a safe and comfortable ride for a reasonable price! Mahalo Nui Loa!

Julie and all staff here are exceptional!
I routinely rented vehicles over a three-​month period. All of the cars were clean, & obviously had been well-​maintained. I always appreciated being offered a ride to or from the facility. Having the weekend specials saved me a lot of money! I highly recommend this facility for car rentals.

Possibly the worst customer experience I’ve ever had, mostly attributed to a huge gap in communication, and the immense attitude from one of the employees at the office. Two stars for the efforts of the other employee there (John) who backpedalled for his coworker (Chris) and truly tried to make a poor situation work for me and for the business.
I made a reservation with an agent on what I think is the national call center. Got my reservation, was told deposit would be $ 150 and off I go to pick up the car. I had rented less than a month prior at the Bayswater location and had a great experience so I didn’t anticipate any of the hoops required to get out of the Carolan office lot.
First problem was misinformation and a huge disconnect between the reservation agent and this branch. Branch would not fulfil the reservation with a visa card because it was tied to my bank account. I was told I needed two pieces of mail verifying my local address. So I don’t argue — it makes sense I suppose to make sure you know who you are renting to. So I drive home, grab my utility bills and head back. This is an inconvenience. I would have liked to have been told that I’d need these docs at time of reservation. Policy, yes, I get it.
Upon presenting my papers, I am asked to pay not only the entire rental fee for the week’s rental IN ADVANCE, but also a $ 250 DEPOSIT. Hmmm that is way different than what the reservation agent told me! I’ll admit, I rose my voice because this is completely opposite my last Entetprise experience where I paid when I returned the car, not to mention, all of a sudden the amount of the deposit was (arbitrarily?) raised $ 100.
I explained to the agent that this is not making sense, that the rep on the phone made NO MENTION of these multiple «policies» he kept quoting and I was pretty surprised there was such a disconnect. The agent said «I have no idea who you spoke to… but that’s not the policy and I can’t help what someone not even in our office told you.» I reminded the agent that that was indeed a problem. A problem between his Enterprise office and the Enterprise call center — Two arms of THE SAME COMPANY! It is not the customer’s fault if the two arms aren’t in sync… And yes, you need to take responsibility for what your coworker said and make an effort to make the best of the situation.
I was really trying to refrain from being rude or mad, Since in my experience that gets you nowhere, so I asked what we could do to fix the confusion and get me the rental car. At that moment, another agent claiming to be a manager (this was Chris) came out from the back and said «if you are not going to be happy you may want to go somewhere else». I was shocked! As a businessperson, I would never tell a customer with a $ 700 reservation to go to a competitor. I asked if he wanted to fulfil the reservation and rent me a car, and if not I’d go somewhere else. He actually repeated himself saying, «we are making all these accommodations for you but if you are not going to be happy then I don’t know what to tell you.» Basically the kid was telling me that Enterprise did not need my patronage. I found this strange since I wasn’t interfacing with Chris, but he kept butting in to the conversation I was having with the other agent John. And John and I were getting somewhere!
John is why the review gets two stars. John, the agent originally helping me butted back in, and asked if I would pay the entire amount for the rental, to which I said fine. Not what I expected but after learning about the policies, I wanted to meet this guy part way. I appreciated his attempt to get me in the rental car so I agreed, paid, was given the keys and off I went.
That night I called Enterprise customer service, had to leave a complaint and ask for a call back from the district leader. Was told 48 hours… A week later no call. Called again — mostly to give the feedback that there was quite a disconnect in the system between reservation and pick up– and to offer insight on some coaching opportunities for Chris, by whom I was APPALLED. Left another message «complaint». Got a call at work two days later from someone at Enterprise. I called back the number, left a message and never heard back from Enterprise again.
I’m not an unreasonable person. I’ve rented cars before. I’ve worked in customer-​facing roles. I am not a snob. I value good customer service. In my experience with this branch, it is apparent that Enterprise could care less about customer experience and consistency in communication. Don’t rent here. Save yourself the attitude and headache.

BEST place to rent a car in the area with reasonable rates, great selection and friendly staff that will pick you up/​drop off from any local location. I’ve rented a car from here several times and have always had a positive experience.

Rented car, gave it back to them, a month later tried to say some scratches on the car were made from me.
Really after a month, you are going to try and hit up my insurance company for damages?
Make sure you get a sign off when dropping off from these thieves.

Unorganized, fake and rude customer service, and smoked-​in rentals.
When Tesla-​Burlingame service runs out of Model S loaners, they drive service customers to this Enterprise location for a rental. Beware, Enterprise collects the customer’s credit card as a hold. I was offered leftovers — Nissan truck, minivan, or Ford Expedition. All three are gas guzzlers, and far from what I would normally rent like a sedan for ease of driving, parking, and fuel efficiency.
When I chose the Nissan truck, the door opened to a mess. Gas tank was at ³⁄₈ full. Apparently this rental location does no offer full tank of gas upon rental because they operate differently without a gas station from the airport Enterprise. (Really? This is the first I have heard) And the associate lost her gas card and could not fill up the tank at the requisite ½ tank full. She went back and got the truck cleaned. Once it was returned, I opened the door to cigarette smoking fumes. Do I have to make it clear for a non-​smoking car rental in this day and age? Me think not.
Luckily a Hyundai Sonata was just returned, and I opted for that car. The cleanliness was better but with only ¼ tank of gas. All the associate could say was, «Sorry about the gas» (not sorry). I took it on faith that Tesla would be paying for all my gas, although I was skeptical because there was no spoken process of how that would be done. The associate said I could return the vehicle at Tesla when I pick up my car for service. Enterprise would pick up the rental from Tesla.
Two days later, I dropped off the Hyundai rental at Tesla. Over the weekend, I noticed that the credit card hold was still there. I call Enterprise first thing Monday to be told that the car was not returned even though it was sitting on the Tesla lot on Saturday. Enterprise calls Tesla to sort it out and promised to call me back. I did not hear back from Enterprise, and so I call Tesla. Tesla says that the car was returned, and there is a paper work delay from all the rental contracts during the weekend. Curious why Enterprise did not call me back as promised, I called them.
The onus was on me to get to the bottom of this miscommunication and lack of organized process. Chris from Enterprise in a blasé tone says Tesla must have rented the car back out since Tesla does some of the rental processing. There is still a credit card hold in my name, and Chris tells me that someone else has rented the vehicle out? In a matter-​of-​fact tone, I communicated that this is a violation of my customer credit card. Chris came back with MAJOR attitude and said «If you had returned it to Enterprise then they would have promptly processed the paperwork, and there would not be a hold.» Woah, woah, woah, Enterprise was the one who told me I could drop it off at Tesla, and everything would be taken care of. The advantages and disadvantages were not communicated to me. Plus I would have to wait for someone to pick me up from Enterprise to get to Tesla. Convenience and time-​saving is what a customer would normally opt for not this paper work bureaucracy.
Well I guess nothing was taken care of. Chris got all pissy and was like I can manually remove the hold. Once again, the onus is on the customer to check that these holds are removed. What if Tesla kept renting out the same car for months, and I had not checked my account for the hold? Would I be liable for damages since my 2-​day rental? That would have been a nightmare to retroactively resolve the issue.
I understand that the rental process between Tesla and Enterprise needs to be ironed out. But I did not appreciate Chris’s attitude on blaming me for the problem. So unprofessional and not accountable on behalf of Enterprise.
Here is the ticker. Next door to Tesla is National rental, just a stone’s throw away. Why not contract with National so there is not that physical distance between Tesla and rental car center? If I had a vote, consider National over Enterprise for ease and convenience to the Tesla customer. As a Tesla customer, I really do not think I should have had to put up with Enterprise BS.