Enterprise Rent-A-Car

Reviews

• YG

  yisel garcia

  Jun 20, 2026
  1.0
  Subject: Formal Complaint Regarding Double-Booked 15-Passenger Van Reservation and Unprofessional Conduct by Store Manager Ryan I am writing to formally complain about my recent experience with your location and Store Manager Ryan regarding a reserved 15-passenger rental van for my family's vacation. I made a reservation well in advance for a 15-passenger gas-powered van. However, shortly before my scheduled pickup time, I discovered that my reservation had been double-booked and the vehicle I reserved was no longer available. This situation created significant stress and uncertainty for my family, especially since we were preparing to leave for a planned vacation. What made the situation even more disappointing was Ryan's handling of the issue. Throughout our conversations, Ryan repeatedly stated that he was in a rush because he was running late for a family function. Rather than focusing on resolving a problem that was created by the store, he appeared more concerned about leaving work than assisting a customer who was facing the loss of a reserved vehicle. The only solution offered was a diesel-powered van instead of the gas-powered vehicle I originally reserved. Ryan refused to accommodate or discuss the additional fuel costs associated with a diesel vehicle and essentially told me that I would need to figure it out myself. Despite the inconvenience caused by the store's error, no meaningful effort was made to offset the additional expense or inconvenience. Additionally, Ryan informed us that we had approximately 20 minutes to arrive because he was trying to leave for his family function. He also refused to add an additional authorized driver because he did not want to take the time necessary to complete the process. This created another unnecessary hardship for our trip. During our phone conversations, Ryan was rude, dismissive, and at times raised his voice. He appeared rushed throughout the interaction and repeatedly prioritized other matters over addressing the reservation issue. I had to make multiple calls simply to obtain information regarding my reservation, and despite contacting the location approximately one hour before pickup, my concerns were not properly addressed. When I requested to speak with the store manager regarding this matter, Ryan informed me that he was the manager. I then requested contact information for his supervisor, and he stated that his supervisor does not work weekends, leaving me without any immediate avenue for escalation. Due to the seriousness of this situation and the unprofessional manner in which it was handled, I contacted Corporate immediately after my conversation with Ryan and filed a formal complaint. I will also be following up on Monday morning with management regarding this matter. As a customer, I find it unacceptable that a confirmed reservation was not honored, that reasonable accommodations were not offered, and that a manager would prioritize leaving for a personal event over properly resolving a significant customer service issue. The lack of professionalism, urgency, and accountability displayed during this experience fell far below acceptable standards. I respectfully request that this matter be investigated and that appropriate action be taken. I would also appreciate a response regarding what steps will be taken to address both the reservation failure and Ryan's conduct.
• SP

  Suzanne Pohan

  Jun 13, 2026
  5.0
  I have been renting vehicles at Brunswick Enterprise for the last four months or so, and prior to that, had been renting vehicles for over a year at the Strongsville Enterprise, for whom I had also filed an excellent review with Google. With respect to Brunswick. Ryan had just taken over as Manager and he has been jusr wonderful. He does everything with the best attention to detail, and thoroughness, and goes out of his way to be of the best and most gracious assistance to each and every customer, no matter how busy he may be. I have been in a unique position to witness this first-hand over my last three returns and renewals. And he does this with a smile always!!! I cannot commend him enough!!! I also highly recommend using one's Costco Membership to book with Enterprise to get a good discount. And I have found that the best way to get the best daily rate, is to book for a week at a time And I commend Enterprise for its continued benefit of picking you up for a rental, and driving you back home at the end of your rental, as long as you get there before 4:30 pm at Brunswick. 5 Stars All the Way Around*****!!!!!
• CL

  Christine Loiselle

  Jun 10, 2026
  5.0
  Very pleased with my experience. The online booking process was simple, I received the luxury vehicle I reserved, and the complementary ride home was greatly appreciated. Service was outstanding and pricing matched what was quoted upfront. My only feedback would be to reconsider charges for exceeding mileage limits.
• JA

  Jamal Abuoun

  Jun 7, 2026
  1.0
  Horrible place, they will steal your money, first they give me the wrong size car and it had huge dent on the side that was an eyesore but cause I was hurry so I still took it but than they messed up again and charged me 4 extra days because they forgot to put it back as returned and I had to call several times and I asked them to check the cameras to verify that I indeed returned the car in after a couple days and not 7 days they charged me for. They supposedly claimed they would refund me and I still haven’t got it and it’s been over 45 days. It Got so bad they I had altercation with the manager and I’m not allowed to rent there anymore like would ever rent there after this fiascoanyways what a joke
• KP

  Kyle Pagrabs

  May 20, 2026
  2.0
  Rude store clerk by the name of Ryan. I reserve a vehicle only to arrive and they have non available. Then they expect me to just wait 2 and a half hours for an alternative. I ask if there's another location close by and he doesn't even give me one. An elderly gentleman working asks me about my electric unicycle. The younger guy at the check out proceeds to look at the elderly gentleman who was just being nice and curious to a customer and state hey you need to get going now. Acting as if he wasn't aloud to talk to me and was in trouble/did something wrong for being nice. This was just a vary off way to start a day and now I risk being late to multiple appointments as I have to get another car for a nearby city. Enterprise lost a lot of my respect and business after today. They seem very unequipped to handle the volume they have. For a weekday to have no vehicles being the only rental place in town is a little crazy to me. After Ryan runs out to help the elderly gentleman and comes back in another rep walks in to start the day. Ryan still has yet to answer me on availability at another location.

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