Enterprise Rent-A-Car

First time I was not informed that I could drop-​off at the train station, since they’re not open on Sunday, so I had a problem dropping the car rental to get my train home. The second time, I paid $ 35 to drop off the car, but the train station parking lot in Providence had been moved during construction. No one knew where it was – the police didn’t know, the roadside assistance didn’t know, the street that the parking lot was on didn’t even have a name. After I missed my train and had to stay in a hotel, I called this Enterprise office and asked them, «Where is the parking lot?» The guy who answered the phone put me on hold twice, took about fifteen minutes, then came back with a very unclear answer. I said, «I know where the lot is now, I just wanted to know if YOU knew it.» They don’t ask about your return trip, they don’t inform you of the location of the parking lot, there are NO SIGNS, on the street where the train station is located, to tell you where the parking lot is located. When you have a train to catch and you have to return the car rental, customers should be given all the information. Enterprise caters to business people and they don’t attend to people who are renting for weekends. Since they are not open on weekends, the representatives at Enterprise should be informing customers about drop-​off options and locations, and location hours.
Also, they give you a key ring with three car keys, but they don’t cut the metal string on the keys, so what’s the point of having an extra key? Enterprise has communicated with me somewhat, but I’m still waiting to get all the information and refunds that they have promised to me.
Last week, I paid the drop-​off fee to drop at Amtrak – the people still did not provide information about the drop-​off location until I asked them for it.

I am rating this solely on the experience of trying to drop off a cargo van this past weekend to this location… (Only option open on a Sunday in the area)
This was by far the worst experience I have ever had with renting a vehicle… The pick up went great (I always deal with the Niantic Ave location in CRN.) I had rented a cargo van to move some furniture. The only option to return it the next day (Sunday) was to drop it off at the location downtown at the Dunkin Donuts center… WHO THOUGHT THAT A CONVENTION CENTER WOULD MAKE A GREAT LOCATION FOR AN ENTERPRISE???
I paid $ 35 additional dollars to drop the van off at this location but it was much cheaper than keeping it an additional day for no reason.
I knew going into this that I was very pressed for time that morning, they open at 10am and I had a mass to attend at 10 as well. Thinking it would be a quick drop off and go, I got downtown around 9:45 and started circling the convention center… There was NO WHERE to park… I finally saw signs directing me into the parking garage for pickups and returns… So i followed the signs… THANK GOD i was going SLOW as i entered the parking garage because the yellow bar over head literally was inches away from smashing thru the windshield. I stopped and reversed out… Now after 5 min of menu after menu i got someone from the local office on the phone, they told me to simply pull the van upfront and put my flashers on and run in… I hung up and circled again… Now pulling over, upfront like they informed me to do. I was about to jump out when security told me i had to move, that they had an event going on and i could not park anywhere up front… i explained my situation and they told me they didn’t care, that they had an event going on and that Enterprise has been telling people to do this all weekend but they can’t have anyone parked there… so again i circle the building and decide to pull over further down the street, I get the same gentleman on the phone from he office and he tells me he has no one available to run out and grab the van… i told him where i was parked, i put on the flashers and literally left the van on the side of the road, in downtown providence, and hoped that they found it before someone else did… I ran in dropped off the keys and was FINALLY on my way to the service. Now that i got that all out, let me remind you that they charged me a $ 35 drop fee to return the vehicle to this location… I think they should pay me $ 75 to ever return to this location!!!
Convention Center + Car Rental Location = DISASTER

They did an awesome job finding me what i needed. .would recommend them. .rented my car from downtown location

Place is nice and clean and easy to get to but service could be drastically improved. Workers were extremely slow to get through the waiting customers and once I finally got to the counter, contrary to the policies stated on their website which indicate that debit and credit cards are accepted, the worker proceeded to tell me that my major credit card, because it also functions as a debit card, would not be accepted. Just a tip if you need to rent from them. Don’t trust the policies on the website.

Great crew at Providence location. Had car ready, it was clean, quick processing. Same with drop off.

Let’s start by saying I hate rental car companies and their ridiculous policies and attempts to nickle and dine you and to sell you overpriced gas and insurance. I can’t speak for Enterprise in general, but the Providence branch does not. If the tank is not full, they will round down to the nearest ¹⁄₈ of a tank. If you return it with less than a what you started, they will only charge you $ 3.33 per gallon versus $ 9.99 for the other companies. I generally return full, but the one time I had a little less, they didn’t even charge me.
On one occasion, I got a flat. There was a nail in my tire. A common occurrence. I’ve had three in the last two years. They offered to send somebody out, but i just threw on the baby spare and brought the car in which they immediately swapped out. They didn’t even raise the idea that I should have to pay for it. They said it was possible the nail was there before I rented and just deflated when I drove it.
The damage policy is pretty straight forward, they have these little handheld cards with circles on it explaining what kind of damage matters and how big it must be. They always inspect the cars for damage with you before you leave. I’ve never had any issues with a disagreement about preexisting damage because of their thoroughness. One other company in Providence want me to signoff site unseen that the car had no damage. Of course once I saw the car, it had damage.
Last, but not least, the staff is very friendly, clean, and well dressed. A real pleasure to interact with. Probably this is what sets them apart the most from the in city competition.
In the past I’ve always shopped car rentals based on price and Enterprise is frequently the least expensive. In the few cases were it is a few bucks more, I now rent from them anyway. Good job building customer loyalty with consistently good service and respectful policies.

Drove into the garage to return my car and told the girl, «My AMTRAK leaves in 15 minutes» Without batting an eye she said, «Do you want me to email you the paperwork?» A quick yes from me and she was on her radio, I was in a car heading to the station and I got there with five minutes to spare. Everyone I interacted with at this business was excellent but getting me to my train on time really left an impression. I would book with them again in a heartbeat.

I recently set up a reservation for a family member for this location. My family member is not familiar with the rental process so I assisted her. There was a change in her plans so I contacted this location to see if they could help me with the changes. After only 1 ring, the Assistant Manager Jonathan C. answered the phone with a friendly greeting. He helped me with the changes and provided excellent customer service. Small things like this speaks volumes. Thank you Jonathan for your help and your dedication to excellent customer service.

The good — We were able to rent in Providence and return to Boston for a reasonable price.
When our train arrived at the Amtrak station in Providence, I called Enterprise for a pickup and we were picked up within five minutes. Easy peasy. We were given a very nice upgrade. Drop off was super easy – drive up, leave the keys in the car, and go.
Not so good — When we were brought back to the Enterprise office by our pickup, he said he would lock our luggage in the car while we went into the office to complete the rental. Immediately, the pickup guy was called out to pick up someone else, and his supervisor told him to take our luggage out and put it at the stand outside. I felt uncomfortable that our luggage wasn’t brought to us or we weren’t informed so my husband and I could watch over our luggage. It was a situation that produced some anxiety for us, and no one apologized for that. Also, the car, however nice, had a pretty strong smell of smoke that never dissipated for the three days we had it.

Very friendly staff and very quick and efficient. I got my car in about 10 minutes or less and the return was super easy and quick. I recommend the place to anyone.

My wife and I just moved to RI last week so no longer had access to Enterprise CarShare, we decided instead to get a weekend rental from Enterprise rent-​a-​car. In order to make sure everything was all set for my rental to pick up my 11 year old stepson from Boston I reserved my vehicle 2 days in advance and called the local store here in Woonsocket to confirm everything was in order for my reservation. I was assured everything was all set, my credit had already been run and that no problems would be had picking up. I had a car share car that I had rented the previous day to move down here, was set up to return it in Cambridge, take the commuter rail back here and get picked up by enterprise for my weekend rental. This is where the issues first started.
When I called to schedule a pick up from the commuter rail station closest to my home here in Woonsocket I was told that was not possible for pick up as the station is just across the border in Mass which is against their policy, so I needed to change my reservation to Providence. Got to Providence, got picked up and then got denied my rental at the Providence office, in the rain, with my 11 year old, in a city I don’t know, too far to take a cab home, BECAUSE ENTERPRISE TOLD ME TO AFTER CONFIRMING EVERYTHING. It took over an hour to finally get that particular issue sorted out, a lot of I’m sorry sir but there’s nothing we can do for you, and apparently a lot of crying over the phone by my wife.
2 HOURS BEHIND SCHEDULE I FINALLY GET MY RENTAL.. . AND MORE ISSUES
The brake light came on about 2 miles out of the Enterprise lot and continued to come on throughout my entire rental, the trunk wouldn’t stay closed WITH NOTHING IN IT, and popped open repeatedly, there was a weird smell eminating from under the hood of the car AND I was refunded less than half of the hold I authorized on my debit card after agreeing to the price of insurance when I signed the hold contract BECAUSE THEY DIDN’T INFORM ME THAT HERE IN RI UNLIKE MA THE INSURANCE PRICES FLUCTUATE DAILY! Given the fact that they didn’t inform me of this particular clause verbally, and rushed me through the signing of the contract forcing me to only skim through, like I was the one who caused the hold up to begin with, I’m feeling rather had by this «family company in a corporate world» who CLAIMS to strive to make a personal difference.
IN SHORT
–There was no personalization
–When I was stranded in Providence they made NO move to help me and even refused to get me home to Woonsocket before the rental was finally secured EVEN THOUGH IT WAS ENTERPRISE WHO MADE ME MOVE MY RESERVATION THERE IN THE FIRST PLACE
–the brake light was on kore than it was off
–the trunk wouldn’t stay closed moving OR parked
–funny rancid burning smell permeating from the engine
–poor customer service
–undisclosed fee changes and double speak tactics to get one to just sign on the dotted line and keep it moving
Enterprise CarShare is great
Enterprise Car RENTAL is a joke

Outstanding customer service! The employers are down to earth very cool! I always go here, the cars are excellent rates are fair. If i was to put more stars on here i would !!

Great customer service! Sam was very helpful and fast. We were on the road in just a few minutes. Prices were fair and we paid what we were quoted. I encounter good service at every Enterprise I use but this one was especially easy and helpful.

The car was fine in terms of interior mechanics and roominess. Clearly, though, someone before us has smoked — the interior of the car reeked. Also, on a rainy night in Connecticut, the outside of the windshield kept fogging up and the wipers did little to help. It finally cleared up after about 20 minutes of nearly impossible visibility — don’t know why.

I am not sure why this place got so many poor reviews but they were amazing to me. Service was prompt and very friendly. One customer service rep was kind enough to try to help me figure out where to take the children for some family fun while we are in town. To top it all all, I was able to receive a lift back to where I was staying right away. What’s better than that?! I will be coming back ASAP for all of my car rental needs. Great job Enterprise! You have an amazing staff!

The customer service was really not great and the rates are very expensive than their competitors. I will never rent again from this location and don’t suggest to anyone.

Awesome customer service, in particular an employee by the name of Gilberto. I was already in a bad mood because of my insurance company so when Gilberto arrive to pick me up, he could tell! He was so patient with me. You felt his genuineness and by the time I drove off with the rental, I no longer walked into work with a bad mood but instead, felt grateful that people like him still do exist. Forever I’ll remember, Thank You!
PS: He mentioned how he was working hard to become a branch manager. Well wouldn’t you know, 20+ day later when I dropped off the rental, he got promoted. Well Deserved!

get service really nice employees what else do you want…
and they pick you up!

Great service — customer reps answered all our questions promptly! We needed a car for a wedding, our group was out of town. The car was in new condition and we had no issues with check out or return. They didn’t have a car that their system said they had but other than that — the whole process was a breeze.

Almost everything about my rental transaction was a chore. I had a car for 3wks paid by my insurance after a collision.
I requested a compact/​economy car but received a larger mid-​size. It was the ONLY car available though I had told them my pick-​up time and date were very flexible. This car would NOT fit in my parking space, so I had to use my neighbor’s space the first night.
I was able to exchange the car the following day, and they did give me an upgraded specialty car at no cost which I greatly appreciated.
Then, my insurance extended my rental by a week. I received a VM from the mgr, Gilberto, stating the new date, and that «we will not pay for any days after that.» Funny, I thought my insurance company was paying and that I was the customer. Before I had a chance to return the call, I received a second call from another staff member. And then I found out that my emergency contact also received a call, requesting me to call back. Was it an emergency to tell me my car was due back in 9 days instead of 5?
Finally, the return. Well, I sat 40min, waiting for my courtesy drop off at home. Apparently many staff were at lunch. Multiple phone calls were answered. One other person, who arrived just after me, was taken home. Not sure why she was taken before me, except that the very nice girl who was to take me home had to first pick someone up close by who was then given their rental while I sat, still waiting…
Ultimately the manager appeared, and when I told him my experience, he personally took care of my courtesy ride. He worked very hard to appease my frustrations, which is why I gave 2 stars (in addition to how friendly the staff were), but reactive solutions to problems aren’t as good as being proactive to insure your customers are happy in the first place.