Enterprise Rent-A-Car

Reviews

• LT

  Leilya Thao

  2 days ago
  1.0
  Subject: Formal Complaint Regarding Repeated Service Failures at Aspen Location To Whom It May Concern, I am writing to formally express my deep disappointment and frustration with the recurring issues I have experienced at the Aspen Enterprise location over the past few months. I have been a loyal Enterprise customer for many years and a business member who rents frequently—often on a monthly basis. Until recently, I have always received excellent service and never encountered any major issues. Unfortunately, that level of service has drastically declined. A few months ago, I was informed by one of the representatives that there had been a change in management. During that visit, I was unexpectedly asked to provide two forms of residency and an additional ID—requirements I had never been asked for before, despite renting from this same location consistently. When I questioned it, I was told it was due to a new policy from management. I complied, although it was confusing. I was then informed that my deposit would increase from $200 to $300, again said to be a new policy under new management. I didn’t argue and paid it, believing it was a one-time adjustment due to the transition. For a short period afterward, service seemed to return to normal. However, in the last two months, my experience at the Aspen location has become consistently stressful, disorganized, and unprofessional. During one reservation, I arrived about 30 minutes early and was told to have a seat while my car was being prepared. Minutes later, I was told there were actually no cars available—even though I had a confirmed reservation. The representative asked me to drive 20 minutes to the Tulsa airport location without even calling ahead to check availability. When I arrived at the airport, they informed me there were no cars available and sent me right back to Aspen. I spent the next three hours driving around town trying to locate another vehicle, causing a major delay in my travel plans. I thought this may have been an isolated incident, but the same issue happened again just days later. Despite having another confirmed reservation, I was told they could not find me in the system at all. Multiple representatives looked confused, one was extremely rude and dismissive, and after multiple back-and-forth conversations, they again tried to send me to the airport location. I refused, knowing the outcome would be the same. Another representative later admitted that another customer had the exact same problem that day, suggesting this is not an isolated incident but a larger issue with your system or this location’s management. My concern is simple:
If there are not enough vehicles available, please do not confirm reservations.
If the system is not working correctly, it needs to be fixed. Customers—especially business members with repeated rentals—should not spend hours driving between locations, being sent in circles, or being questioned as though we booked through a third party when the reservation was made directly through the Enterprise website under a verified business account. The service at this location has become unrecognizably poor. Communication is inconsistent, management appears unorganized, and several employees have been unprofessional and even rude. This is not the Enterprise service I have known for years. I am respectfully requesting: 1. A full review of the Aspen location’s management and customer service practices. 2. A fix to whatever reservation or system issue is causing confirmed bookings to “disappear.” 3. Clear communication and reliability so customers do not waste time, fuel, and travel schedules on avoidable mistakes. I truly hope Enterprise addresses these issues promptly. I value the long relationship I have had with your company, but my recent experiences have left me hesitant to continue booking with this location. Thank you for your attention to this matter. I look forward to a response and resolution.
• CX

  C X

  2 days ago
  1.0
  This location always has a problem. They cannot find reservations and the male employee was rude. Folks be aware that even if you make a reservation here and they don’t have a car for you, the male person would say things as if it’s your fault that you didn’t get your car reservation.
• AK

  Allen Kennedy

  Nov 3, 2025
  5.0
  Grace was fantatistic. Helped me with all the details on time and on the same day! Great job all around. Thanks guys!
• JM

  jason m

  Oct 30, 2025
  5.0
  I can't recall the gentleman name but he was able to assist me with my rental car and I was in and out super fast.
• TO

  T. Oizo

  Oct 3, 2025
  1.0
  🚫 DO NOT RECOMMEND – WORST RENTAL EXPERIENCE 🚫 I had an extremely poor experience with this location. I booked a car late at night, got a confirmation, and even paid for booking protection to ensure the reservation was secure. The next morning, I received a call saying they had no car available, that they don’t accept same-day bookings, and that I’d need to “go find a car somewhere else.” This completely defeated the purpose of booking protection and left me scrambling at the last minute. I had to run around town, pay more because of the urgency, and ultimately was late to an important meeting while my car was in the shop. The lack of accountability and customer care here is unacceptable. Based on my experience, I would strongly caution anyone against renting from this agency.

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