Enterprise Rent-A-Car

Reviews

• PH

  pam miller howard

  5 days ago
  5.0
  Gwen checked us in and she was fantastic! Friendly, super efficient and answered my husband's questions. Richmond Enterprise is our favorite car rental. With only one car, if a repair or a larger car is needed, we always rent from Enterprise right off Eastern bypass. Friendly, kind, efficient. Highly recommend.
• AH

  Alena Honeycutt

  Apr 2, 2026
  1.0
  I am extremely disappointed with my experience with Enterprise. I made a reservation weeks in advance for a specific vehicle and even went the extra step of calling the Saturday prior to my scheduled pickup to confirm everything was set. I was assured there were no issues. However, just one day before my reservation, I received a call stating that they did not have a vehicle available for me. After planning ahead and confirming, this was incredibly frustrating and unacceptable. To make matters worse, the only solution offered was to place me on a waitlist—with no guarantee that a car would even be available. That completely defeats the purpose of making a reservation in the first place. This experience showed a lack of reliability and poor customer service. I would not recommend relying on Enterprise if you actually need a vehicle when you reserve one
• HD

  Hugh Davis

  Mar 25, 2026
  3.0
  What are your hours on Sunday? Are you open?
• BM

  Ben Mohler

  Mar 15, 2026
  2.0
  I’ve rented from the Enterprise branch at 101 Forbes Ct. in Richmond for more than 11 years, and for most of that time it was one of the most dependable businesses in town. Unfortunately, over the past three years under new management the level of service has declined significantly. I’m currently a Titanium member in the Enterprise loyalty program, so I rent vehicles regularly and have had a lot of experience with this location. What used to be a reliable process has become frustratingly inconsistent. In recent years I’ve repeatedly encountered issues such as: • Vehicles with strong cigarette odor • Cars rented with less than half a tank of fuel • Vehicles with visible damage or windshield cracks • Reservations taking far longer than scheduled pickup times • Cars substituted for a lower class than what was reserved Each time the staff has apologized, but the pattern hasn’t changed. The most recent experience was the most disappointing. I reserved a minivan through the Enterprise app for a weekend family trip. When I arrived about three hours after the scheduled pickup time, I was told the reservation had been canceled and the vehicle rented to someone else. No one from the branch attempted to call or contact me beforehand. In the past, the previous management team at this location would call if a frequent customer was running late. They knew many regular renters by name and made an effort to hold the vehicle or check in. That culture of customer service appears to be gone. Instead of the minivan, I was given a Hyundai Palisade crossover SUV at the same price. For a family of six traveling with luggage and car seats, that was not an equivalent replacement. We had to switch to smaller booster seats and stack luggage in the passenger area because only two suitcases fit in the cargo space. A minivan would have easily accommodated everything. The three-day rental cost just over $365, which is already higher than typical rates for that vehicle class. Staff initially attempted to charge more for the replacement vehicle until I pushed back that the cancellation wasn’t my decision and the replacement provided less utility than what I reserved. What was most disappointing was the response from management. The conversation was polite, but the outcome was the same as previous experiences: apologies and promises that things would be better next time. After multiple opportunities over the past few years, apologies alone don’t fix the underlying problems. The previous management team at this branch built a reputation for taking ownership and fixing issues immediately. That culture seems to have disappeared. With Hertz closing in town, this branch now effectively operates without local competition outside the airport. Unfortunately, the level of service reflects that. I’m sharing this feedback because I’ve been a loyal customer here for more than a decade and would genuinely prefer to continue renting from this location. I’ve documented the condition of recent rentals with photos and would be glad to update this review if the branch or Enterprise customer care chooses to address the situation in a meaningful way. At minimum, I believe the recent experience deserves a refund for the rental and a credit toward a future rental, given that the reserved vehicle was canceled without notice and replaced with something significantly less suitable for our trip. Richmond deserves the level of customer service this location used to provide.
• GH

  Gwen Holder

  Mar 7, 2026
  5.0
  I had to rent a car while mine was being repaired. Enterprise in Richmond was great to work with. The staff was great and the car was very nice, neat and clean. I will rent from them again!

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