Enterprise Rent-A-Car

I reserved an AWD vehicle and I was given a Jeep Cherokee Latitude (which I later found out was a FWD rather than an AWD) which led to multiple complications. I asked Aleyda (the employee who helped me check out a vehicle) if the vehicle was an AWD because we were planning on driving it to Brianhead, UT and they specifically said we would need a 4WD/​AWD vehicle. She guaranteed it was stating that «all Jeep vehicles are AWD» but we found out the hard way that not all Jeep vehicles (like this one) are not AWD vehicles. When I tried returning the car and told Erin Palmer, the branch manager, about my situation. But first, Erin tried to argue that this vehicle was an AWD and I showed her the specs of the vehicle showing that it is not an AWD but rather a FWD. Erin kept insisting that it was an AWD vehicle. I asked her if she could show me how to turn on the AWD system but she said that it was «automatic». Even a customer that was in the store at the same time agreed that it was a FWD because she rented it out before. So i asked Erin, if we can agree that the vehicle is a FWD and she said «I wont agree or disagree.» I tried showing her the specs and mentioning the customer multiple times again and she finally sarcastically said «Fine, I agree,» so I said, «You do not have to be sarcastically rude». I told her of our complications because of the lack of an AWD vehicle. We got stuck in the snow at the mountain, had to get towed and pushed out the snow back to the freeway, had to stay overnight and was charged for an extra night which also led to not being able to make it to work. While informing her about these situations, she rudely interrupted me saying, «We can not waive any of those fees. This would not have happened if you accepted our road side assistance». I got upset because I wasn’t asking for anything, just to be heard of my situation. Also, we would have never gotten stuck in the snow if we were given the correct vehicle. We had 3 other AWD vehicles accompanying us (1 of which was also an Enterprise vehicle, Chevy Traverse) and they had no complications whatsoever. So I asked for the keys back to return it to another Enterprise because I felt that she did not want to listen, did not want to be helpful in anyway and rather just get me out the door so she can get on with her day. I would have understood if she just apologized for giving me the wrong vehicle because even I did not know it was a FWD vehicle but she wanted to stand her ground stating that «all Jeep vehicles are AWD» and did not want to face that facts but rather provide false information and stick to it. Even when returning the keys to me after pulling the vehicle to the front of the store, she rudely walked away saying «I have to help out other customers» when she wasn’t even done helping me. I am completely dissatisfied with the service I was given by Erin Palmer. This experience has left me with a dissatisfaction of Enterprise and I am not looking forward to business with the company along with an almost $ 400 extra charges due to staying over night and towing services. I called another Enterprise to return the car, but they suggested to just close the contract and return the vehicle because they would not be able to do much to help and to call corporate to file a complaint.
Note: I am not one to complain about bad customer service and I didn’t have a Unilocal before this event but I felt that this experience was so completely horrible that I had to share my story. That goes to show how terrible Erin Palmer and this branch of Enterprise’s customer service is.

they are a great company to deal and work with, and I recommend them to my family and friends, if they ever need to rent a car from them. they do good work for the customers and make them feel welcome to use there company

First, I booked a car days in advance, they didn’t have a car available until late in the day, had to wait for hours for one to become available. Then, the staff pestered and borderline harassed me to get insurance and was giving me sh*t for declining. I wouldn’t go back to this location again unless I absolutely need to.

I waited for about 30 minutes to drop off my car. Two other men walked in quite a while after me to do the same. A lady, Courtney, walked out and announce: Who’s next. I stood up and gave her my paperwork and key. She then looked around and saw that the two men also had paperwork for dropoffs. She then went to the parking lot and inspected all 3 vehicles even though I had waited far long than anyone else. She then walked to the counter. I stood immediately in front of her at the counter waiting for her to finish my rental return. She then announced a man’s name to come up and check out. WHAT??? I was there 30 minutes longer than anyone else and she’s going to check out a man that had only recently walked through the door? I was very upset and told them that I did not appreciate sexual discrimination. She barely mustered an apology mixed with a smirk on her face. She should be fired. She then blamed the encounter on everyone except herself. Showing preference to men is discrimination and hurts — whether Courtney wanted to address it or not.

Really like the friendly and courteous customer service. After waiting at my dealership to get a diagnosis of my car for hours on end, I was happy to know that even with a room filled with people, the service was fast which can be attributed to a lot more staff than other places I’ve been to. They seemed to have a good selection of cars to choose from as there are many returns of vehicles. It could be that it’s a weekday as well that helps with the big selections.

I’ve rented a lot of cars in my life and my experiences typically range from poor to average. At this enterprise everybody from the front office to the back lot are extremely kind and accommodating. They pick you up fast and get you in your car fast. I had to wait one morning per Chrysler for a Chrysler vehicle and instead of having me wait for another chrysler to come in they drove me clear across town with a smile and found a vehicle that satisfied me and chrysler. Sarah Holbrooks runs this branch and from my experiences she is best described as a problem solver. I’ve dealt with Nicholas Arreola on several occasion and I am always happy to see him because I know if he’s there then I’m taken care of. Not to leave out any of the other staff because kindness, integrity, and diligence are obviously breed into their culture at this particular branch. In Las Vegas, I won’t rent a vehicle from any other place because they have definitely worked hard and won my business!

First, I have used Enterprise Rent-​A-​Car many times and perhaps this is just the service at this specific location… but it was an awful experience.
It started with having to contact this Enterprise office multiple times to have them pick me up from a body repair shop where my vehicle was being repaired.
Once I was picked up and taken to this office, it took nearly half an hour before I was processed to pick up a vehicle that had been reserved for me by an insurance carrier. They informed me I had been approved for a full size car, but they were going to upgrade me to an SUV.
When they took outside to inspect my vehicle, I was shocked to see this Dodge Journey pull up. The outside has as filthy as the inside. The agent said it must have gotten a little rain on it… or more like it was following a muddy tractor-​trailer rig in a storm. Pure dirt.
Because it was already so late and I did not want to return to the room full of other customers all waiting for a rental, I drove the vehicle off their lot to work. The inside was disgustingly dirty with stains on the doors, on the cloth seats and it smelled like a wet cat and cigarettes. Ugh!
The transmission sounded like it was going to fall apart as a raw, grinding sound was audible when driving. When it was idle, it reminded me of an older diesel engine.
If I had to personally pay for this rental, I would have chosen another vehicle rental company.
What a disappointment.

We came here because we were treated very rudely by another Enterprise agent at a nearby location (no longer exists/​Signature dealership). We’ve gone here several times and each time we were treated very nicely. Each person that assisted us was very courteous, professional and honest. Once we needed a ride home and that was no problem. We would highly recommend this car rental agency. My husband & I use the one in Hawaii and have a customer loyalty card.