Enterprise Rent-A-Car

Reviews

• YP

  Yury Feygin (Amadeus Piano)

  2 days ago
  1.0
  Booked a large suv and got there early. Sad to see a half dozen people angry and helpless as they wait for no one at the counter. I let it go for about 10 minutes and then called to cancel my reservation. What a mess. If you can’t service people, close down the location. The human experience is supposed to be better than AI. This proves otherwise.
• MR

  Melissa Ragusa

  5 days ago
  5.0
  Just got back from dropping our rental off at the waterbury location. I honestly wish we used this as our pick up location as well! Originally we picked up from the Naugatuck location and we ran into a few issues. Since my husband and I have never rented a car before, we went there beforehand to ask questions especially about the size of the SUV we needed. We were reassured about the size of the suv we would need, etc so I booked the reservation. Day of pick up...we ended up receiving a smaller SUV then expected. They had nothing else in the lot other then something even smaller! We were traveling 8 hours away so we needed something big enough to accommodate 3 people including our luggage, etc. Ended up having to settle for the one SUV they did have since we were leaving 5am the next morning. While driving, my husband noticed the alignment was off and there was a lot of uneven wear on the tires. Regardless, we got there safely and back. When we got to the waterbury location for drop off today, they were BUSY but the staff there seemed extremely efficient. They made sure customers were satisfied and informed about the rental process. When we finally got to the counter, we explained the issues we ran into with the naugatuck location and the issues with the alignment too. The employee we spoke to was extremely understanding and apologized mulitple times to us. He also gave us a credit on our total! We appreciate that so much. Please give the employees working today some acknowledgement. They kept their composure and amazing customer service skills top notch even with the amount of customer there. We will be using this location from now on if we need rentals in the future.
• 1L

  1123 LLC

  Aug 20, 2026
  4.0
  I’ve had several disappointing experiences with Enterprise recently, from being racially disrespected by Enterprise staff in Texas, to being offered a free rental day because of an incident, only to later be charged the full regular price when I finally redeemed it. I also spoke with several Enterprise Plus representatives and unfortunately received no real assistance in resolving a false overcharge. After feeling like I had been taken advantage of during my previous rental, I was honestly very hesitant to give Enterprise another chance. However, today’s experience was completely different, and I’m grateful for that. Matt made the entire process smooth, professional, and pleasant. His customer service made a real difference and reminded me that a good experience can change how a customer feels about returning. I’m still understandably nervous about whether I’ll be overcharged or have another negative experience, but I’m hopeful that this time will be different. I truly appreciate Matt for making today a positive experience
• JM

  Julia Murphy

  Aug 16, 2026
  2.0
  This is a cautionary tale. Do not go to Enterprise on a weekend. Soooo…the employees at this location have given me no issues from a customer service perspective when they are actually handling my checkin. I’m giving them two stars because they were professional and I don’t believe this is the fault of the people working, as they were doing the best they could. I had to get a vehicle while my car was in the shop and the insurance has an agreement with Enterprise, where they pick you up at the repair shop and take you to get your rental when you drop off your own vehicle. This was great. When I picked up my initial rental, the customer service experience was fine. On a weekday, that is. A day into the rental, the check engine light came on. I contacted the body shop about it, which is what I was instructed to do if any issues came up, and they said that someone from Enterprise would call me because I wanted verification that they actually wanted me to drive with the check engine light on. I didn’t get a call, and couldn’t make the trip that day to swap out the vehicle, I tried contacting them the next day (Saturday), but they had closed at noon. So on Sunday, I called the Waterbury location right after they opened, was hung up on by the system, tried again, then after waiting on hold for ten minutes was hung up on yet again. I called the main customer service number, where they theoretically made the changes to my reservation to allow me to swap out a new vehicle of the correct type. I am paying out of pocket for the extra insurance, and I asked if I could get a credit for the two days I couldn’t drive the vehicle, but she said I’d have to go through the location for that. In retrospect, I should have just kept driving it and let the engine explode. Upon arriving at the Waterbury location, it became immediately obvious why they weren’t answering the phone. There were lines wrapped around the room in both directions, with only two employees at the desk, who appeared to be doing check ins, check outs, and—hilariously—CLEANING THE CARS. There was another bearded guy in a green polo who was not a front desk employee and whose utility was unclear, who disappeared after someone asked him why HE wasn’t doing the cleaning so the others could work through the line. At this point, people in the line had been waiting upwards of two hours and were trauma bonding. Notably, several people had been forced to come here because it was the only location open on the weekend, which seems like a remarkably knowable problem from a staffing perspective. I have personally now been here for two hours and haven’t gotten to the front of the line. There were a couple of families who were at the end of their rope and got a bit heated. One of the staff is handling the stress better than the other. They are doing their best, but they have the sort of resigned-to-their-fate dead eyes that service workers get when this type of situation is normal for them. Enterprise, give these people enough hours to hire another part-timer for weekends, for the love of all that is holy. These guys (and the customers trapped with them) are already here 1.5 hours past closing, will not be leaving any time soon, and would have had everyone processed on time if they weren’t stuck doing everything. Or, alternately, invest in a Crying/Screaming/Drinking room for the remaining employees.
• AP

  Ashley Porter

  Aug 12, 2026
  1.0
  Worth the read and yes, unbelievable but true. Needed a car asap due to unexpected family death traveling from CT to OH for services and to help with probate, etc. The offender of the Waterbury branch is Alex Broecker (branch MANAGER) who was most unfortunately TRAINING Matthew DeFazio at the time. I was never allowed to speak with Kyle Kanoble (spelling?) so I cannot speak to his capabilities at the Waterbury office. Go to my local in Torrington, nothing available, he goes above and beyond to text two other locations (Waterbury and Naugatuck), both have a car in stock. I foolishly chose Waterbury. Torrington guy (don’t know name) sets reservation for 3:15 with Kyle. I walk in their door at 3:17 (I know because I was nervous I was late and checked the time). Nobody in office, employees walk in and out, no acknowledgment to any of us waiting. First person to help comes out at 3:38 and starts joking about how he’s not the only employee and he swears his coworkers are somewhere. I let him know that he was the first face at the counter for 21 minutes. No apologies, just says verbatim “That’s not my fault, I was in a meeting.” Ok… I let him know I’m from the Torrington office and ask for Kyle who my reservation was made with. He refuses to get him and says I’ll take care of it and proceeds to begin to make a new reservation and I remind him that Torrington should have entered it all. He finds it and verifies it. Says he’s sorry that Torrington couldn’t help and asked if my car was being worked on. I said “No, we have to go to an unexpected funeral in Ohio.” No joke, verbatim says “Oh that’s cool, well I’m glad we could help you out instead.” Admittedly, I’m sure my face looked taken aback and confused at that response. He then asks for the second address verification paperwork in which we brought an Eversource bill. I had asked Torrington (they forewarned me that I would need it) and they said any official mailing communication from utility company, bank statement, or something else would suffice. I bring an Eversource bill. It is an old late bill (I’m currently paid up - this weirdly matters). Still has the billing info, usage, account, amount due, etc and at the top says that it’s late and can result in shut off. He tells me “this isn’t a bill.” I admittedly say “No, this is a bill, it’s just a late remittance bill with all the same info.” He then claims that he needs an up to date bill to verify we are in good financial standing with Eversource. I definitely questioned that. I asked “isn’t this for address verification? Why do you need to see my current billing status?” He argues back, I need the car, I reluctantly agree and ask if I can show him a current bill in my email. He says that’s fine. I pull up my email WITH THE BILL IMAGE IN THE EMAIL. He says “you need to log in so I can verify you have a zero balance.” WHAT?! I’m not happy, but I comply and I flip the phone to show him my logged in Eversource account to which HE TAKES THE PHONE OUT OF MY HANDS TO SCROLL THROUGH MY BILLING INFORMATION. I said “Sure, you can have my phone, you can see my last payment and that it was made 9 days ago.” He looks at me, puts my phone on the counter and says, again, verbatim, “Wow just wow, I don’t feel like doing this. I’m not helping you anymore. We won’t be renting you a vehicle today.” I am like are you kidding?! I attempt to apologize if I offended him but at that point, my wife snapped (rightfully so), and we just left. I then went to Naugatuck office and was in and out within 10 minutes WITH THE SAME BILL AND ADDRESS VERIFICATION PAPERWORK. I have since spoken to corporate where they verified FINANCIAL STANDINGS WITH UTILITY COMPANIES should not be requested at ANY LOCATION and that forcing me to log into my account was absolutely against policy. Corporate said they will be taking immediate action. I will update with what that is. I am also speaking to the ACLU as I am an obviously gay woman and was there with my wife in which this all seemed to escalate when I referred to her as “babe.”

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