Enterprise Rent-A-Car

Reviews

• EF

  Eric Fasci

  4 days ago
  1.0
  Enterprise Rent-A-Car – Corporate Needs to See This I am beyond disappointed with how Enterprise handled an elderly customer today. This needs the attention of Enterprise Corporate immediately. My 68-year-old friend is moving from Florida to Pennsylvania. He has a valid Florida driver’s license and a confirmed return flight to Jacksonville for a doctor’s appointment tomorrow. Before booking, we called Enterprise directly to confirm their debit card policy. We were clearly told that as long as he had a valid driver’s license OR a return ticket, he could rent using a debit card. He shows up at the counter prepared — and the counter agent, Whitney, tells him no. She says because he now has a “local driver’s license,” he must have a credit card. That is NOT what we were told over the phone. Not even close. He DOES have a credit card — the chip isn’t working. We politely asked if she could swipe it. She said no. We asked if she could manually enter it. She said no. No attempt to help. No attempt to problem-solve. No compassion. Just policy, policy, policy. When I tried to explain what we were told by Enterprise on the phone, Whitney cut me off and said, “Can I talk now?” The tone was rude and dismissive. I said I wasn’t finished speaking. She then said, “I don’t know what the lady told you but that’s our policy,” and abruptly said goodbye. When I told her she didn’t have to be rude, she said “Sorry, goodbye,” and handed him back the phone. That was it. Now a 68-year-old man doesn’t have transportation to get from Jacksonville to Saint Augustine for a doctor’s appointment tomorrow. Enterprise advertises customer service. Enterprise advertises flexibility. Enterprise advertises caring about people. That was not the experience today. If your debit card policy depends on what mood the counter agent is in, that’s a serious problem. If your corporate policy is different from what your phone representatives are telling customers, that’s an even bigger problem. This isn’t about a rental car. It’s about basic customer service and respect — especially toward elderly customers who are simply trying to make a medical appointment. Enterprise Corporate, you need to review: • Your debit card policy • Your training on handling elderly customers • And the professionalism of your staff, specifically Whitney This experience was frustrating, unnecessary, and unacceptable. Do better. This occurred today Feb 26, 2026 9pm with Whitney at the Jacksonville, Fl airport. Update to the response: Chris, everything you “need to know” is already clearly detailed above. You have the rental location. You have the employee’s name — Whitney. You have the circumstances. The reservation number was attached to the booking. If Enterprise truly wanted to resolve this, you could reach out directly instead of posting a generic “please contact us” link that every dissatisfied customer receives. Let’s be honest — this response is corporate optics. It’s a copy-and-paste template designed to move the conversation off a public platform, not to solve the issue. The issue is simple: • Your phone representative stated a debit card would be accepted with a return ticket. • The counter agent refused service due to a “local license” rule that was never disclosed. • A working credit card was present but not swiped or manually entered. • The tone was dismissive and unprofessional. • A 68-year-old man was left without transportation for a medical appointment. That’s the experience. That’s the full story. There is nothing missing. If Enterprise values customer service, leadership should review the Jacksonville location’s debit card policy enforcement and employee professionalism — specifically Whitney’s handling of this situation. Customers shouldn’t have to chase corporate links to be taken seriously. Accountability shouldn’t require extra steps. Do better.
• ME

  Mike Everett

  4 days ago
  5.0
  I had one of the friendliest interactions at the front desk with Mirna. Excellent customer service!
• SS

  Susan Stamps

  5 days ago
  5.0
  Pick up and drop off was very fast and very easy. Staff was friendly and there was no hassle at all.
• RR

  Rick

  Feb 13, 2026
  1.0
  My name is Harley Wyatt I have been booking cars with enterprise a little over 6 months at this location in Jacksonville atleast 2 rentals per month plus additional times for my employees and without fail I’ve never had an issue till now . Shaun the manager wouldn’t accept the card on the “corporate booking” account that I’ve used every time without fail. We’ve never had an issue up until now and picks the most inconvenient time to not accept the way of payment. You lost a customer because of this and I’ll never rent again because of this .
• AA

  Ann Albro-Mathieu

  Feb 9, 2026
  5.0
  After American Airlines delayed our first flight, causing us to miss our connection and losing two of our checked bags, we were surprised that our car was still waiting for us despite our very late arrival. Whitney was a Superstar! She was polite, professional and refreshingly helpful after a nightmare travel day. She was the saving grace of the entire day! Give this girl a raise! I wish all customer service reps were as efficient and cheerful as she is.

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