Enterprise Rent-A-Car

Reviews

• EL

  Ebony Lucas

  2 days ago
  1.0
  DO NOT EVER rent from Enterprise, specifically the Mentor Ave. location. As I am writing this at 11:45am, I am currently sitting on the side of the road in the cold/rain with no car & no way to pick up my personal car from the body shop. I️ was in an accident & picked up a rental car from Enterprise on March 13th. Unfortunately for me, I️ was involved in a hit/run accident in my rental & needed to trade out my car. I️ was deemed not at fault & all the proper paperwork was given to the Enterprise claims department. When I️ got my new rental, I️ added their “extra insurance” for a week (March 28th-April 4th). April 4th I️ called the branch to extend my reservation and additional week. I was on hold for quite a while & they are always so busy so I️ hungup, tried to call a few more times with no luck so I called the reservation line. During the call I️ asked to take off the additional coverage because it was too expensive. The agent told me only the branch could take off the coverage & that he was sending the branch a message & that they would call me to modify my reservation. This morning I️ got a call from the branch at 9:30. I️ told them I️ wanted the additional coverage removed & the agent told me I’d have to come into the branch. I️ figured no problem, so I️ headed there instead of work & arrived at 11am. I️ walk in & explain again that I️ had called the reservation line to modify the reservation but they couldn’t so they told me they’d send a message for the branch to contact me & I️ assumed that’s why they called me. HA NOPE. He tells me I️ owe $422 & they can’t take the coverage off because I️ didn’t come into the branch. WHAT?! I️ explained again that I️ did call & was told to wait for a phone call. Miraculously the branch agent also couldn’t see ANY of the notes from the reservation line!! (Which I had spoken to customer service multiple different times, see comments). So now I’m frustrated & getting emotional. I️ step outside & call the customer service line who IN FACT verified that I️ had called & had been told they would contact the branch for me. The customer service agent tells this to the branch agent & he says he won’t be accommodating me because I️ didn’t come into the branch WHEN I️ WAS TOLD ON THE PHONE THAT I DIDNT HAVE TO! He then makes a point to say “we shouldn’t have even put you into a new vehicle because you damaged the one you had” EXCUSE ME?! Someone hit ME! & I had all the supporting documents. I continue to try & explain that it wasn’t my fault I was given the wrong directions & even the customer service agent tried to verify what I️ had been told. The branch agent continues to raise his voice, cut me off, & ultimately tells me to either pay the $422 or he’s sending my balance to collections & I’d️ have to leave. Mind you, they were supposed to take me to the body shop to pick up my personal vehicle. So I️ was forced to take all my belongings & sit outside on Mentor Ave. in the cold/wind/rain waiting for someone to pick me up. I️ was sitting there for almost an hour which was unbelievably humiliating. IF had known I️ needed to go to the branch directly, I️ would’ve just done so! But I️ was told that I️ didn’t need to take any further action. The branch itself didn’t attempt to call so I thought it was taken care of. I had no problem paying for the car itself & have paid them 1,362.68 in total so I️ wasn’t going to pay for extra coverage that I️ tried to have removed! I️ have rented from Enterprise many times & have always had a great experience. However, I️ CANNOT believe this is how they treat a customer when the COMPANY made a mistake. I️ missed an entire day of work dealing with this. I called customer service & spoke to the escalation team who said all they could do for me was to send a message to the District Manager. Which is frustrating because I️ve been waiting for a week (plus) for a call from the manager. I️ attached all my attempts to contact the branch & customer service (that they don’t have notes for). Ad of 2:30pm on Friday April 10, 2026 the issue remains unresolved.
• ZD

  Zdgar Dawson

  6 days ago
  5.0
  Fast and courteous service again. I wouldn't go anywhere else to rent a car but Enterprise.
• IS

  Isabel SC

  Mar 27, 2026
  5.0
  These guys are very professional and very kind. They make the process so easy and the quality of cars you get to choose are excellent.
• MH

  michael hall

  Mar 16, 2026
  5.0
  Good store. Due to my own error, I had a small hiccup in the reservation. The team at this place went above and beyond to assist in making sure I get where I need to go. They do a good job.
• JC

  Justine Campagna

  Mar 12, 2026
  5.0
  I was able to get a car the day I called. They extended my rental with no problem! I was also given a ride to the dealership when my car was ready to be picked up! I will recommend to all my friends! Thank you for your service

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