Enterprise Rent-A-Car

The customer service was pretty terrible from the get go, and only redeemed itself slightly at the end. The agent helping me was more interested in being accusatory and defensive than offering even mediocre customer service. It was a barrage of «I told you this yesterday» and «I have a process and I know I told you» except that it wasn’t true. Andrew is the only reason I’m not giving this a 1 star rating. He came in with a friendly and understanding attitude, willing to help. He set me up with the car as efficiently as possible and made the experience more enjoyable. Ask for Andrew or be wary of the service you receive. No choice in the car despite having been told I had one, and very limited business hours.

First time renting a car back in December and I was really dessapointed. I hap put my reservation in about 3 months ahead of time and when I did go and pick up my rental, they didn’t have the car I had asked for, plus they charged me about a 200 dollar difference from what they had told me 3 months before. It was very inconvenient for us because we didn’t plan on spending those extra 200 dollars last minute. Cancelling the trip last minute was not an option. Dessapointed!

Worst car rental experience ever. I avoid enterprise entirely now and stick with Budget.
I had a 3 week reservation which I booked weeks in advance. When I got there to pick up my car, I was told the size I reserved was not available so I would have to get another size, which then made my reservation invalid. When I changed my reservation with corporate office over the phone (turns out I was eligible for a free upgrade through my work), they said their system didn’t show my new reservation! Called corporate back and it apparently shows up just fine on their end. So this location was just giving me total bull shit. They wanted me to pay another $ 500 all of sudden! On top of that, they wanted $ 200 cash deposit! WTF?
Terrible customer service. I had to wait for nearly 3 hours. There were other associates literally sitting on their asses, but I had to stay with mine who was apparently helping 3 different customers at the same time.
They totally tried to rip my off here. I will never go back. Just pick up from Budget at the airport and save yourself the headache and time.

Service is slow in the morning even though I have made reservations. It’s twice now and it’s been about 30 minutes late each time. Even one of my car rental was poorly wash on the outside.

Just wanted to add that I am being forced to give a 1 star rating. Otherwise, I’d give it a negative rating instead. FYI, BE CAREFUL WITH THE SALES TACTICS USED HERE or if you do decide to rent from them, be very careful with the charges. I hate reading long reviews so here’s my attempt to give an explanation of my experience in as little as possible.
I rent from Enterprise all the time from various locations. And because I am a regular customer of Enterprise, I trusted them. To begin with, I noticed a change in that I was not able to select from the various insurances/​insurance add-​ons online as I used to. This meant I would have to rely on the customer service rep in person to assist me with adding insurance to my rental.
I can’t speak for all of the associates, but one in particular (Caleb from this YC facility) rushed me through the sales transaction by avoiding my concerns over a price hike of the insurance I usually get. Basically, I told him I wanted insurance for the car. He told me I had two options – the full coverage or the most basic for $ 21.98 per day. I was shocked and told him I always get the insurance that is typically $ 11.99/day. He quickly responded by saying that corporate changes the prices all the time and that it was out of his hands. I continued to address him and even asked him when this change (the price change and the «only two insurance option» available to me) took place. He was unable to provide me with a straight answer and quickly brushed me off by blaming corporate. I asked again to confirm that those were my only two options for insurance and he, once again, said those were my only two options and blamed corporate for the price variations. I also explained to him that I am usually given choices when I make the reservations online, but this time, there was no feature allowing me to pick my own insurance. Again, he brushed me off by blaming corporate. At this point, I gave in believing there was nothing he could do about the price – that it was a set price – and rented the vehicle.
After returning the car, I realized I may have been lied to. I later addressed another associate (Francisco) about the charges and while Caleb made me think that this insurance I signed up for was not adjustable, Francisco confirmed with my suspicions that the $ 21.98 comprised of 3 different charges – the damage waiver, the personal accident insurance, and the roadside assistance protection, which I could have chosen to avoid initially. But this confirmation by Francisco did not come easily. Initially, he tried arguing that this was a package deal that could not be avoided, nor adjusted/​altered. After much debate and his initial avoidance to confirm that I could have avoided the $ 21.98/day charge, he finally confirmed that I could have opted out of the the other two additional charges. He then tried to shift the blame onto me by heavily emphasizing that it was a communication error. I told him this was clearly a sales tactic to overcharge me and that I’m just asking for what I was overcharged (about $ 21) back in order to rectify this issue. He stated he couldn’t do that for me and I would have to contact the manager who wasn’t in at the time. Again, more avoidance to resolve the issue and to accept responsibility for their unethical customer service here.
Communication error or not, I was clearly lied to when I was told I only had a choice between the two insurance coverage for the car. I don’t know if Enterprise trains their associates to sell products this way or if this was a sales tactic used exclusively by this branch, but I do know I was ripped off and cheated. It’s not so much the $ 21 itself, but rather, how I was treated. And if Enterprise encourages this type of sales tactic, or if this is a new business practice Enterprise has adopted, they should no longer be trusted. This type of unethical behavior is what creates the distrust between customers and businesses. I also work for the state and our agency contracts with Enterprise for our car rentals. I will be informing my colleagues of my experiences this last weekend.

Worst customer experience ever! I reserved a vehicle three day in advance but the day I went to go pick the vehicle up, I was told that I would need to rent it for another three days because they won’t be there to return it the next day and be charged for it.
This is the last time I ever pick up a car from any enterprise!

Absolutely disgusting. When we picked up our rental it still had trash in it. There were stains all over the seat. Smelled like smoke. Looks like it hadn’t been cleaned on the inside… ever. Old food in the crevices, sticky stains. And when we received the car it had ¼ tank of gas. Would not recommend at all.

Was supposed to pick up some people at the airport to drive to southern CA on vacation and when I went to pick up my car at AVIS they didn’t have my car. We went to Enterprise and they were just about to close. I asked if they could help me and they stayed to make sure I had a car and they gave me a great car for a good price and they were super happy and quick. I would use them again anytime!

I have never received A-​1 customer service at a rental car location the way Joshua Stewart has delivered. This man delivers service with a smile, very knowledgeable about cars/​rates, walks in the facility ready to work, and outshines his counterparts by a long shot. I will continue to refer friends going to the area to this location only because of his top notch professionalism. Joshua, I can’t thank you enough for your help. It is because of you that Enterprise will be my first choice for rentals.

great Service by Jashua! most impressed by his customer service. Got into a car after leaving Calibur Collision and it smelt a little weird so drove it back to Enterprise and Joshua went above & beyond great customer service to put me into a car of my liking that didn’t smell funny! He even washed it inside & out to make it right. Will be back!

Customer service can be a bit tedious… But other than that, their car choices are also quite limited to the ones that are gas efficient.
It would be nice if I wanted an economy car to rent, but if they’re out of it, it would be fair to charge me for an economy price for the next tier model, than waiting 5−8hrs from now or till tomorrow till the car gets returned from another person who rented the last economy car. GRrrrrrrrr…
Anyways, Not going to deduct that much stars, aside for an okay customer service, and a very clean car that doesn’t smell like cigarette smoke in the inside of the car. Namm sayinn.

these guys are awsome. I rent weekly for work and they knownl exactly what I need and when I need it. its easy to up grade of the weather permits a 4w drive and i am always safe in the vehicles they provide. they know me on a first name basis and will soon learn yours too. tbey pick me up, drop me off help with anything. awsome people ask for joe. him or the manager are my buds

I rented a car last weekend form this location, the service was great.
Wonderful stuff

WE WERE headed out of town, a 6 hour trip ahead of us to my home town. We both work so all arrangements had to be done over the phone and internet. We had to check in to our hotel on the other end on time or lose it as it was a holiday weekend. When I got to Avis I waited, and waited, and waited. Then the single guy in the trailer rental office confirms my reservation and takes me out to this junkyard of cars. He pointed to one car (dents, and dirty) and said «this is the only one I have (there was a lot full of cars) and its yours. but it’s an upgrade so it will cost you more + more for insurance». ARE YOU KIDDING? Long story short I had never been so stressed out or humiliated by such terrible service. I was in tears on the inside b/​c our weekend was unraveling at the start. I told the guy I just had to call my better half to confirm the new pricing.
I STEPPED outside and searched for rental places on my phone. The first to come up was Enterprise. When I called in, Brian picked up the phone. He was pleasant, upbeat and courteous. I explained my situation and the horror story I’d just been through. He kept saying one thing, «no problem, we’ll match the original price they promised and we’re just a few minutes away». I ranted on a few more minutes and then he said again, «just come on in, we’ll get you in a car and on the road in just a few minutes». I was very skeptical b/​c of my bad experiences with car rental companies in the past, but his voice was so friendly and reassuring.
WHEN I PULLED IN, I was first struck by how organized and clean the rental lot was. There were clean cars over here ready to go, incoming cars over here that were being cleaned. When I went in I was greeted by more than one smiling face at the Enterprise counter. They were dressed well and looked genuinely happy to be there. I introduced myself and it was Brian (who I had spoken with on the phone) that I was face to face with. I’d never been so happy to be standing in front of such a kind smile and a solid handshake.
BESIDES all of the positive I’ve already talked about, I have to tell you that not only did they match the original price, I was in a beautiful car and on my way in literally just minutes. I’m sure he’ll laugh but I kept saying «wait, that’s it?», I was in blissful shock. He handed me the keys and told me that now I could stop stressing and enjoy my trip. The trip was amazing and my experience returning the car was just as fast, friendly and efficient as picking it up. I thought that perhaps this was just there way of getting me to come back (you know to real in the business), but I have to tell you that I was so wrong. I have been back… over and over and the top notch service has not changed or wavered. Working with them is so effortless in fact that whenever we talk about leaving town I’m on the phone with them getting our car.
I will NEVER rent a car from anyone else besides the team at Enterprise. If they don’t know, they should, «Brian, you and the rest of the team are „the best of the best“ and I know that if I am in a bind, you are the team that I will choose every time to get me back on the road.»“
Thanks again,
Tina G.
Wheatland CA

We recently took a family camping trip up to Bullards Bar over Memorial Weekend. On the way there, I began to have transmission issues. Rather than scrap the whole trip, we decided to rent a vehicle from Enterprise. We had the pleasure of working with Paul who helped us with getting a vehicle. We began thinking a Kia Sportage would hold all our camping goodies. After 4 attempts at loading and unloading and loading again our camp stuff, I about lost it and almost decided to head home. Paul jumped in an helped us by upgrading us to a pickup truck. His customer service was top notch. The entire staff that we worked with were professional and it was truly the best rental car experience I’ve ever had from check in to check out.
Thanks to the staff of this Enterprise for helping to make our family camping trip a success!