Enterprise Rent-A-Car - Detroit Metro Airport (DTW)

Reviews

• GG

  gilbertfg

  2 days ago
  3.0
  The staff are always in good vibes, always with a smile. My only gripe is when they're overbooked, the system doesn't let you know you won't have a car when you get there. I guess I got used to booking my car the day before and I had no issue. This time it happened to be during the summer and I've been renting for 5 months. I called the day before my car was due and I asked to extend it for a day because I was flying out that day. Customer service told me I have to get it done where I got the car from. So I did, during after hours because I had drop off my family to the airport. I had to use Alamo for after hours service, 4:30 AM to be exact. I asked the manager there if I could extend the car for a day or get it reissued. I was told no because they it had to go through service. So I drove back to Enterprise and try to wait until they open. While waiting, I booked a car on the same before they open. Of course I received a confirmation. Then I decided to just drop off my car at Alamo anyway and walk to Enterprise. When I got there the manager told me if I booked less than 12 hours ago, I won't get a car. I told the manager at Enterprise, the Alamo manager couldn't re create a new contract on the same car. The Enterprise manager said, it wasn't true. Either way I was stuck at the airport with no car and I had to call a co worker an hour away to pick me up and find a car that would allow me to do a one way. I did get a car with no AC but I didn't care, I had to get around.
• JD

  Jeri Daniels

  5 days ago
  5.0
  We chose to rent a full size vehicle listed as a Malibu or similar. We ended up with a Camry but after driving it for only one day we realized that it was too small for my husband. I called Enterprise to see if we could exchange it for something more appropriate and was given the ok to do so. When we got to the rental location we weren't sure whether to go to the pick up or drop off side and opted for pick up. It was very busy but the young man, Ben, who processed our rental the night before was walking through that section and I asked him if I was on the ride side to do what we needed to do. He immediately took it upon himself to help us. My husband is a big guy and also has health challenges so it took a couple of tries for Ben to find a car that would suit his needs. We are so grateful that he was willing to go the extra mile and make sure that our time driving around Detroit was made as comfortable as possible. Thank you Ben Thomas for finding us a car that was perfect for us. We loved the Pacifica and appreciated your understanding and help so much.
• IF

  Isabella Ford

  Jul 4, 2026
  1.0
  I understand with the holiday season that there will be a shortage of cars. I understand very well as the Ann Arbor Airport location was unable to provide one, despite making a reservation over the phone and the lady telling me it would be ready for me to pick up at this location at 9 AM on July 3rd. I make the trek out, and the employees tell me despite the woman on the phone stating a car would be available for me at 9 am, that they have a shortage from people extending their stay and the high demand from reservations on the holiday that were made before my reservation was, so they “can’t magically make a car appear,” and even if they could, there were others waiting hours on reservations they made well in advance compared to me. This company shouldn’t allow rental extensions so casually if there are going to be shortages when others who prepped accordingly have to cancel or postpone their plans, it’s incredibly unprofessional. The employees at the Ann Arbor location stated this is an issue they deal with every day, so I’m assuming this has been going on for a while. I’m then encouraged to try the Detroit Metro location because they typically have more cars available, so this time, I make sure to call well before making the trek, double checking, asking for reassurance that they would have cars available at this location, and the woman I spoke to said there were multiple, and that it shouldn’t be a problem. So I guess I’m the foolish one for believing the company is efficient and honest, because I spend the $45 on an uber to get there and they tell me there are no cars available without prior reservations that I should have been made a month ago. I’m told despite my double checking on the phone for reassurance, and wasting my money, that there is nothing they can do, the woman on the phone doesn’t actually work at the location I went to, she’s just based in the same area, and the location doesn’t actually take phone calls, so it’s not their fault she gave me false information. The manager himself told me this. When I call the woman back complaining about this mishap and how the company should compensate me in some way, since this seems to be an ongoing issue they’ve been well aware of and I ended up having to spend almost $100 on Ubers, she tells me that it’s “not the company’s job to compensate you for the uber rides you booked” like I didn’t book the uber specifically after calling, and you (I’m pretty sure it was the same woman who told me they had them) reassured me there would be cars available, like how can you say that as a representative of a car rental company?? The cognitive dissonance from that sentence was absurd. No discount for future rentals, no nothing, just utter failure to communicate properly on the company’s end, and essentially being told I gotta accept it as a loss. It’s not a location issue, it’s not a holiday traffic issue, it is simply the company as a whole being money hungry and screwing its customers over. The attitudes from the staff I encountered were not just poor from my bad experience, but the fact that they have to put up with tons of dissatisfied customers who were grossly misled like I was. I don’t want to be considered a “Karen,” but that was just handled very poorly, and they made no effort to make up for it. Kinda crazy considering “The company generated $39 billion in 2025 revenue.”
• TL

  The Lash Lab

  Jul 3, 2026
  1.0
  My experience with Enterprise has been extremely frustrating due to repeated billing issues and poor customer service. At the beginning of my rental, I was overcharged. Despite calling every day for weeks, my billing concerns were repeatedly disregarded. It wasn't until the branch manager personally reviewed my account that the overcharge was finally confirmed. After discovering the error, she began handling my rental contract directly. Unfortunately, the problems did not end there. When my security deposit was due to be returned, I again had to spend approximately two weeks calling repeatedly before it was finally resolved. During that same time, I was receiving daily phone calls demanding additional payment or telling me to return the vehicle, even though I was actively trying to resolve the billing issues and had not received a satisfactory explanation of the charges. As a customer, I don't mind paying legitimate charges. What I expect is accurate billing, timely communication, and for my concerns to be taken seriously. Instead, I felt like I had to fight for weeks just to have billing errors acknowledged and corrected. I hope Enterprise improves its billing practices and customer service so that other customers do not have to go through the same experience.
• VF

  Valerie Franklin

  Jul 2, 2026
  1.0
  Hello, I really wanted to leave a great review, but unfortunately my experience didn’t reflect the level of service I expected. The rental process started with us waiting somewhere between 15 and 30 minutes before anyone greeted us, only to be told we were in the wrong area to pick up our vehicle. After that, we waited over an hour for a van, which unfortunately smelled strongly of cigarette smoke. Because of the odor, we had to exchange it before we could even begin our road trip. The replacement truck wasn’t much better. It hadn’t been cleaned, and it had multiple scratches along the side. Before leaving, I made sure to document the existing damage to avoid any issues when returning it. The one bright spot in this experience was the return process in Atlanta. Michael was exceptional. He was welcoming, friendly, professional, and communicated everything clearly. He made the return quick and easy, and his customer service was the best part of an otherwise disappointing rental experience. I hope Enterprise addresses the delays, vehicle cleanliness, and quality control at pickup because those issues significantly impacted what should have been a smooth start to our trip. Employees like Michael are exactly what customers hope to encounter. Thank you for this opportunity to share feedback. Valerie Franklin

Frequently Asked Questions About Enterprise Rent-A-Car - Detroit Metro Airport (DTW)