Enterprise Rent-A-Car

Reviews

• ST

  Stanley Thenor

  5 days ago
  3.0
  I’ve been using the Enterprise in West Orange for over 15 years, and it’s always been my go-to location, it’s close. This recent rental was through my insurance, and unfortunately, my experience this week was very different. Based on what was reflected in their system, I was eligible for a premium SUV class vehicle. However, I was repeatedly pushed toward extra-large SUVs like a Yukon and Wagoneer, including one that was an additional $20/day plus tax. While those may be considered “premium,” they don’t fit my needs—especially with street parking and frequent trips into NYC. I clearly explained that the issue wasn’t price, it was size and practicality. I also made it clear I was open to a smaller SUV or even a premium sedan, but I kept getting pushed toward vehicles that didn’t work for me. I also felt unnecessary pressure to purchase additional insurance, even after declining more than once. On day two, I returned and had a similar experience with the same employee. I ended up pointing out a smaller vehicle myself (Chevy Trax), which wasn’t fully ready and had an odor. Shortly after, another customer returned a Jeep Compass, and I took that instead—which worked much better. The entire process took over an hour. While waiting, I also observed that same employee giving another customer a difficult time over a reservation issue that appeared to be caused by the system. It didn’t feel like the situation was handled in a customer-friendly way. Throughout the interaction, communication felt difficult at times. I was interrupted when trying to explain my needs, and I observed similar behavior with another customer. Combined with visible impatience and some unprofessional behavior, the overall experience felt more like a sales push than genuine customer service. To be fair, another employee stepped in to finalize my rental and apologized, which I appreciated. In fairness, it did seem like the location may have been understaffed both days, and the team didn’t appear to be working as cohesively as I’ve seen in the past. I wasn’t able to tell if a manager was present, and even basic requests like a short ride home weren’t available due to limited staff. It’s possible that some of the experience was impacted by that, but it still felt like there was a lack of coordination and overall direction compared to prior visits. This location has always done well in the past, which is why this experience stood out. I’m hoping this was just an off situation, but it may be something that needs attention.
• MM

  Mary Marano

  Apr 25, 2026
  5.0
  Fantastic on time pick up and return. Every employee was professional and friendly.People were dropping off cars while others picking up and it went smooth. I definitely would recommend them to anyone in need.
• AD

  Amrita D

  Apr 21, 2026
  2.0
  While the staff were very friendly and courteous, the good part of my experience with Enterprise ended there. I had called the previous day and set up an appointment to pick up a rental that the insurance company had ordered as a replacement for my car that had to be repaired. When I get there at the appointed time, the staff member takes me to the lot and shows me a variety of higher end cars and asked which one we’d like. Only when we asked if this would be fully covered by insurance did they say it wouldn’t and that we would have to cover the extra expense over the limit the insurance company had set. When asked what cars were available in the insurance price range, they said none were available and it would be at least a 45 minute wait if any were returned soon. This is after I had explicitly asked if the car covered by insurance would be available for pickup at the appointed time while I was scheduling the appointment. I don’t understand why I even needed an appointment if it is all a current-availability-only basis. Absolute waste of time. They knew exactly how much insurance was going to cover yet were not upfront about not having any cars within that range or that they only had cars outside the price range. Took my business to another company where the agent immediately checked what insurance was covering and offered up all the car options within that range - no upselling or any other dodgy stories.
• GG

  Gina Gennarione

  Apr 11, 2026
  1.0
  I had a very disappointing experience with Enterprise Rent-A-Car. I made a reservation for an 8-passenger vehicle, and the day before my pickup they even called to confirm—specifically asking whether I needed the car for space or seating. I clearly told them it was for seating, and they reassured me they would have something available. When we arrived (only about 40 minutes late), we were told they no longer had a vehicle for us because they were too busy and had given it away. This is extremely frustrating, especially after they had just confirmed the reservation the day before. If they knew they couldn’t hold the vehicle, the least they could have done was call us ahead of time instead of letting us show up with no car—especially when we needed an 8-passenger vehicle for a specific purpose. Very poor customer service and unreliable reservations. I would not recommend relying on this location.
• HC

  Heberto Canon

  Apr 10, 2026
  1.0
  Simple reason of giving this place a one star is the unprofessionalism that they have in their office. You call their phone. They pick it up and they put you straight to hold. They don’t even pick up the phone to say how are you doing? My name is whatever I’m gonna put you on hold will be right with you no they pick it up and put you straight to hold and then leave you on hold for 15 to 20 minutes. That’s how long I was on hold for and they never picked it up. I kept on calling back and they kept on doing the same exact things to me any more than unprofessionalism than that, I can explain never do business with them ever again

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