Enterprise Rent-A-Car - LAX Airport

Reviews

• MM

  Michelle

  3 days ago
  1.0
  Personally haven’t used rental services too often. This was by far worst experience. I don’t think it was this company but this location and personal who helped me. I had 2 reservations as we have a huge group of people who traveled. I had myself and another at pickup (well aware we needed 2 drivers) the associate asked me if I had 2 reservations I confirmed I did. Took both of our driver licenses, She sent me down to the lower level for pickup of only 1 vehicle. After confirming I had 2 and knowing I said yes. They told me that we needed to go back to upper level for paperwork for other reservation because whoever helped me didn’t do it (I was frustrated at that point) when the person confirmed I had 2 . I sent my husband up to get the other reservation and as he got it all situated with another rental. He physically got a new set of keys associates brought up another rental told us we were good to go. We go to leave the garage and he left before me. Apparently they had CANCELLED the other reservation that I physically still had the keys too. And paperwork too. The lady at the gate said it had been cancelled and needed me to go yet AGAIN TO THE DESK ON THE UPER LEVEL. The people in the garage were very understanding to my frustration but I told them they weren’t at fault. I Couldn’t believe my experience though
• PA

  P AF

  5 days ago
  5.0
  Outstanding Service from Imaini! I recently rented a BMW X7 from the Enterprise counter at LAX, and I wanted to take a moment to recognize Imaini for her outstanding service. From check-in through the entire rental process, Imaini demonstrated genuine professionalism and attention to detail. She took time to understand my needs, thoroughly answered all my questions. Her approach was efficient yet personal, the kind of service that actually makes a difference. What impressed me most was her commitment to ensuring I was completely satisfied before leaving the counter. This level of care is increasingly rare in the car rental industry, and it's exactly what customers should experience. Enterprise LAX is fortunate to have Imaini representing their brand. Her service set a high standard, and I would recommend her to anyone renting from this location. Thank you, Imaini, for a seamless rental experience.
• AC

  Albina Chyzh

  5 days ago
  1.0
  Have had an amazing experience with enterprise every time up until last week. Booked a luxury car for 4 days which I payed at least $200 extra for just to be told at pickup that I’m unable to rent it out due to my age even through I have done it multiple times before and my age was never mentioned. All I was told was that you had to be 25 in order to rent a luxury car, and past times it just slipped through the cracks which is crazy because it has happened 2 times at least. Manager came over and repeated the same thing along with that this is basically not their problem, I need to express my complains to the 3rd party that I booked with which is Expedia. Made my way downstairs and was shown the options that I have which were all SUVs, ended up picking a volkswagen tiguan. Loaded all my luggage and as soon as I was about to leave was stopped by one of the workers and was told that I can’t have this car either which made me even more upset, i guess a Volkswagen is considered luxury too now. Had to unload all my stuff again and pick some other random car. The next day received a follow up call to let me know that they reached out to the 3rd party(Expedia) to get my refund processed of what I overpaid for the “luxury car” and that an upgrade will be on them next them which I’m not sure what that’s considered, a car with proper ac? It has now been 10 days since the pickup and I haven’t heard from Expedia or enterprise and my refund is no where to be seen. Overall pretty disappointing experience this time, the cars that you should be able to rent should depend on your driving record and credit score which in my case are both excellent not age.
• AH

  Antoinette Hollie

  6 days ago
  1.0
  My experience with Alondra at Enterprise Rent-A-Car/Alamo/National at LAX was disappointing. I was traveling from Arizona with four other people, and my only request was to exchange our rental vehicle for another option that offered the same level of comfort and was more suitable for all five of us. Unfortunately, what should have been a simple customer service request became unnecessarily unpleasant due to Alondra’s tone and manner of communication. I understand that vehicle availability and company policies may limit certain options; however, those limitations can still be communicated with professionalism, courtesy, and respect. I felt that Alondra’s responses were unnecessarily dismissive and carried an attitude that was not appropriate for a customer service setting. After traveling with my group, I expected to receive assistance and clear communication rather than an unpleasant interaction. I hope Enterprise addresses the importance of professionalism and respectful communication, as the way employees interact with customers has a significant impact on the overall experience.
• JG

  Justin Goins

  Aug 22, 2026
  1.0
  I have rented almost exclusively from Enterprise for close to a decade, primarily for business travel through a corporate billing account. I travel extensively for work, frequently rent vehicles for extended periods, and have given Enterprise a significant amount of business over the years. After this experience, I have very little desire to ever rent from Enterprise again. During a previous rental, a rock struck the windshield and damaged it. I returned the vehicle and heard nothing about the issue initially. While I had another Enterprise rental, I received a call telling me I needed to contact their damage department. Because I was traveling and working, my attempts to return the call either resulted in being placed on hold or occurred after their department had closed. Later, I booked another Enterprise rental online. The system allowed me to complete the reservation and issued me a confirmation, although a warning appeared during the process. Concerned about it, I called Enterprise before traveling. The representative I spoke with could not identify anything on my account that would prevent the rental and specifically told me to simply check in at the counter when I arrived. So I did exactly what Enterprise told me to do. I arrived at LAX at approximately 1:00 a.m. on a Saturday, went to the Enterprise counter with my confirmed reservation, and was informed that I had been placed on Enterprise’s Do Not Rent list. They would not rent me the vehicle I had reserved. They could not resolve the issue. They could not connect me with anyone who could resolve it. And because it was now the weekend, I was told there likely would not even be anyone available to address the situation until Monday. Enterprise had multiple opportunities to prevent this. They could have notified me clearly that my rental privileges had been suspended. Their website could have prevented me from making a reservation. Their reservation system could have refused to issue a confirmation. The employee I called beforehand could have identified the restriction and told me not to travel to the location expecting a vehicle. Instead, Enterprise accepted my reservation, gave me a confirmation, personally told me to proceed to the counter, and then left me stranded at LAX at one o’clock in the morning with no vehicle and no one available to help. I then had to spend the next couple of hours at the airport trying to arrange transportation and secure a rental through another company. To be clear, I am not upset that Enterprise wanted to discuss damage to a windshield. A rock hitting a windshield is a routine issue that can be handled through the appropriate claims process. My complaint is about the astonishingly poor way Enterprise handled everything that followed. If Enterprise has a policy that prevents a customer from renting until a damage matter is resolved, fine. Then do not accept that customer’s reservation, issue a confirmation, and have your own employee tell them to show up at the counter. For a company whose entire business revolves around transportation, leaving a long-standing corporate customer stranded at an airport at 1:00 a.m. because your internal systems and departments apparently cannot communicate with one another is an extraordinary failure of customer service. After nearly a decade of loyalty to Enterprise, including numerous extended business rentals, I discovered exactly how much that loyalty was worth when I actually needed someone at Enterprise to help me. Apparently, not very much. Enterprise didn’t lose my business because a rock damaged a windshield. Enterprise lost my business because of how Enterprise treated me afterward.

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