Enterprise Rent-A-Car

Reviews

• DV

  Diane V

  Aug 10, 2026
  1.0
  I usually have a good experience with Enterprise but this location is the worst. I booked a compact SUV but they didn't have one so they upgraded me to a midsize SUV. When I got to the car it reeked of cigarette smoke but I didn't have time to go back and ask for a different one because I had to go to my brother's wedding rehearsal. Everytime I got in the car I got a headache. I tried calling them at least 3 times until I was finally able to talk to someone and let them know. They added a note to my file and said a manager was going to call me. I never got a call. I was going to talk to someone when I returned the car but no one was there even though they were open. I couldn't wait for someone since I had to catch my flight home.
• ND

  Naomi Dechtiarenko

  Aug 5, 2026
  1.0
  Edmonton drop off was fantastic! Thank you. Abbotsford airport pickup left a lot of room for improvement. I got "upgraded" to a car that didn't suit my needs; I picked the size I did for a reason. Then when I asked told there was something different available that would work for me (we needed specific trunk space) I was told I could pay to change the rental. It's not ok that you insist I be grateful for a free "upgrade" for what works for you... but want more money when I ask for what I booked or a change to what works for me.
• AP

  Aruna Patel

  Aug 4, 2026
  5.0
  I will definitely be booking with Enterprise again for so many reasons. Booking was easy, and the rate that they offered was wonderful. When I arrived to the counter, the gentleman at the desk was so friendly and helpful. The vehicle I received was very clean and new and had more than enough space for my family and our needs. And lastly, upon return of my vehicle, the lady at the desk was also super friendly.
• KO

  Klein Orb

  Jul 20, 2026
  1.0
  Do not rent from this company. I booked a standard five-passenger compact SUV through Expedia. The insurance had already been paid, and the remaining balance shown on the reservation was approximately $500. However, when the renter arrived to pick up the vehicle, they were charged around $1,500, including a second, more expensive insurance charge. The renter had other commitments afterward and did not have time to argue with the staff at the counter. I contacted customer service immediately after receiving the payment receipt. The first representative told me that the overcharge would be refunded as soon as possible. After one week with no update, I called again and was told that there was no refund request on file. The second representative assured me that they would submit one and provided me with a case number. Another week passed with no update. When I called for the third time, I was once again told that no refund request had ever been submitted and that any refund would require manager approval. The third representative then claimed that they were transferring me to a manager. When the fourth person answered, I asked them to confirm their position. They admitted that they were actually a customer service representative still in training. They did not even have permission to access my case number. I was transferred yet again. The final representative repeatedly tried to convince me to hang up and wait for a callback, even though the previous two weeks had already demonstrated that no one was going to contact me. I explained that I did not mind being placed on hold while they obtained an answer. He responded that he did not mind transferring me to another representative, but insisted that the overcharge would not be refunded under any circumstances. He then stated, in an extremely rude and dismissive tone, “We don’t care.” This company charged approximately three times the expected amount at pickup, repeatedly claimed that refund requests had been submitted when they had not, misrepresented a trainee as a manager, and failed to provide any meaningful follow-up or resolution.
• KS

  Kim Slater

  Jul 13, 2026
  1.0
  This was, without question, the worst rental car experience I've ever had. It started before I even left the counter. I had reserved a full-size vehicle for my family because it met both our space requirements and our fuel budget. When I arrived at the Abbotsford Airport location, I was told they no longer had the vehicle I reserved. Instead, I was encouraged to upgrade to a Mercedes GLA for an additional charge because I was told it had more room than my reserved Volkswagen Taos. After looking into it afterward, I discovered that the Mercedes GLA actually has less cargo space than the Taos. I can't understand how charging me more for a smaller vehicle was presented as an upgrade. After I agreed, the Mercedes wasn't even available because it had mechanical problems, so I waited approximately 40 minutes while staff dealt with it before eventually being given a Jeep Wrangler Unlimited instead. It's ironic that Enterprise had no issue charging me for an additional rental hour later, yet their inability to provide the vehicle I reserved and the delays they caused wasted over 40 minutes of my own time without any consideration. I also expressed concerns about the Jeep because it is significantly worse on fuel than the vehicle I had reserved. I was assured Enterprise would "make it right." Unfortunately, things only got worse. When I returned the vehicle, my credit card had already been charged more than I expected. I questioned the amount before leaving the airport, but no one could provide an itemized invoice or explain the charges. I was simply told it would be looked into. I emailed the branch on July 5, July 7 and July 10. I received no meaningful response. I then contacted Enterprise Customer Service and was told the upgrade charge would be removed, my concerns would be escalated, and I would receive confirmation within an hour. None of that happened. Five days later, I finally received an invoice. While the upgrade charge had been removed, it now included: a fourth rental hour that I dispute, a fuel surcharge despite filling the vehicle immediately before returning it, and an unexplained discount. What concerns me most is that these charges were never explained when I questioned them at the airport. If the invoice existed at that time, why wasn't I shown it? If it didn't, how were the charges already on my credit card before anyone had even inspected the returned vehicle? By this point, I had spent days sending emails, making phone calls, and trying to obtain documentation that should have been provided from the beginning. I've rented vehicles for years and have had rentals that weren't perfect. This is the first time in my life I've ever filed a formal complaint, disputed rental charges, or written a one-star review. The issue isn't the dollar amount. It's the complete lack of transparency, the poor communication, the failure to follow through on promises, and the amount of time I had to spend trying to understand charges that should have been explained on day one. If you rent from this location, my advice is simple: don't leave the counter without a complete itemized invoice, and verify every charge before you walk away.

Frequently Asked Questions About Enterprise Rent-A-Car