Enterprise Rent-A-Car

Reviews

• JB

  Joshua Burr

  Jun 6, 2026
  2.0
  I am genuinely stunned by how spectacularly Enterprise failed to deliver on something as basic as a reservation. More than 48 hours before pickup, I reserved a Midsize Luxury Sedan from the Bardstown neighborhood location. This wasn’t a casual rental. I specifically needed that class of vehicle because I was using it as the send-off car for my brother’s wedding—a once-in-a-lifetime event where details actually matter. Despite having over two full days’ notice, I was contacted and informed that not only would they not have the vehicle I reserved, but they might not have any vehicle at all for my reservation. Read that again. I had a confirmed reservation, yet I was being warned that there was a realistic possibility they wouldn’t have a car available. At that point, the obvious question becomes: what exactly does “reservation” mean to Enterprise? Trying to resolve the situation, I called Enterprise Customer Care. I was assured my concerns were being escalated to regional management and that I would receive a call that same day to discuss solutions and alternatives. That call never came. No follow-up. No alternatives. No attempt to make things right. Then came pickup day. The only reason this review isn’t one star is because, through what I can only describe as sheer luck, a vehicle happened to be returned unexpectedly. According to the staff, it was “the only car we had” and was essentially a surprise return. The vehicle I received was a Hyundai Elantra - Not a luxury sedan; Not a premium vehicle; Not even remotely close to what was reserved. Just an economy-minded sedan that happened to exist. To make matters worse, the car smelled strongly of smoke, had a stubborn film of residue across the windshield that would not come off even with washer fluid, and already showed noticeable scratches and cosmetic wear despite being a 2025 model. This was supposed to be the vehicle that transported a groom and bride away from their wedding, Instead, it was embarrassing. What is most astonishing is that Enterprise has one of the largest vehicle fleets in the world. Within a few hours of Bardstown are major Enterprise and National operations in Louisville, Lexington, Cincinnati, Nashville, Knoxville, and Indianapolis. Yet somehow, with more than 48 hours’ notice, the company was unable to source either the vehicle I reserved or anything remotely comparable. That strains credibility. I am left with four major concerns: 1. Why was I allowed to reserve a vehicle that apparently had little chance of actually being available? 2. Why was I told there might not be any vehicle available at all despite having a confirmed reservation? 3. Why was I promised a call from regional management that never happened? 4. Why was the only available vehicle in such poor condition when it was ultimately provided as the substitute? The General Manager at the Bardstown location was apologetic, professional, and genuinely seemed to care. I appreciate that. Unfortunately, individual employees can only do so much when the underlying system is fundamentally broken. The real issue here is the massive disconnect between what Enterprise advertises and what Enterprise delivers. If a vehicle class cannot realistically be provided, customers should not be allowed to reserve it. If inventory is unavailable, say so. If reservations are merely suggestions rather than commitments, be honest about that too. I’m disappointed that I let my brother down. I’m disappointed that a free rental reward day was wasted on a vehicle I never wanted. I’m disappointed that a company I’ve trusted through National Executive Elite membership could be so careless with a customer’s plans. Most of all, I’m amazed that a company capable of running massive airport operations nationwide can have a neighborhood reservation system so detached from reality. Enterprise needs to fix its reservation system immediately. Stop advertising vehicles you cannot provide. Stop accepting reservations you cannot honor. Stop treating confirmed reservations as optional.
• KY

  Kelly Yoder

  May 22, 2026
  5.0
  We rent this car it did really good going to NC and back
• AO

  Allison O.

  May 18, 2026
  5.0
  Exceptional service from a great team! The employees are friendly and efficient. I always use enterprise for car rentals and this team did not disappoint!
• HB

  Harley Berry

  May 5, 2026
  5.0
  Chris and Hannah were amazing!
• MB

  Michelle Boone

  Apr 21, 2026
  5.0
  Becca was great to work with and provided terrific customer service. There was a hiccup right after pickup because I could tell a previous renter had smoked in the van. The other available van had a middle bench seat and would not work as well for our trip. Becca went above and beyond in making the van work for our trip. She was professional, polite and apologetic for the inconvenience. She was able to offer a reasonable solution that enabled us to get on the road. I appreciate the excellent customer service from Becca Russell in Bardstown, Kentucky!

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