Enterprise Rent-A-Car

Reviews

• DR

  Dan Rivera

  Aug 25, 2026
  1.0
  I rarely take the time to write negative reviews, but my experience with Enterprise Rent-A-Car in West Chester was bad enough that I feel it needs to be shared. From the beginning, the customer service was poor. The employee I dealt with, who I believe was the manager, had an attitude and repeatedly questioned why I wanted a black vehicle. While that alone would not normally be a major issue, the way it was handled was unnecessarily rude and unprofessional. When I arrived to pick up the vehicle, I was told they were cleaning it. Apparently, their definition of “cleaning” is very different from mine because the vehicle was absolutely filthy, both inside and out. It was bad enough that I ended up taking the rental to a car wash and cleaning it myself. There is no excuse for handing a customer a vehicle in that condition, especially after making them wait while you supposedly clean it. When I returned the vehicle, I specifically told the employee inspecting it how dirty it had been when I received it. He apologized and told me he would apply a 10% discount to my bill. I thought that was a reasonable attempt to make things right. Then I received my final bill by email, and there was no discount. I contacted the office and was told the discount had been applied to the rental rate and therefore would not appear separately on the receipt. The problem with that explanation is simple: the rate on my final bill was exactly the same rate I was originally quoted. There was no discount. I emailed them back explaining this and received no response. I followed up again and still received no response. Finally, I called the office and was told the manager needed to approve the discount and was not working that day. I asked that the manager call me when he returned. I am still waiting for that call. This was easily one of the worst car rental experiences I have ever had. A dirty vehicle is one thing. Poor customer service is another. But promising a customer a discount, failing to provide it, giving an explanation that does not match the bill, and then ignoring multiple attempts to resolve the issue is completely unacceptable. The West Chester location appears to have employees who either lack proper customer service training or simply do not care about the customer experience. Management should seriously reevaluate how this location is being run and who they have representing the Enterprise name. I gave them multiple opportunities to correct a relatively simple issue before writing this review. They chose not to respond. I would not recommend this Enterprise location and will take my business elsewhere in the future.
• MI

  Mia Iannucci

  Aug 24, 2026
  5.0
  Tim at the enterprise in west Chester is the absolute best! He got me in a truck that was awesome for the week. Amazing service! Everyone go visit Tim!
• LA

  Lizzie Alfree

  Aug 22, 2026
  5.0
  They delivered a rental right to my dealership. Using the app was so easy and efficient!
• RG

  Robert Gostkowski

  Aug 13, 2026
  5.0
  Quick and easy pickup/dropoff. Staff were friendly. Rented new model, high end, full size pickup truck. It was nice not worrying about extra charges with unlimited miles. Most importantly, well priced! Thank you.
• SS

  sfitzherbert

  Aug 12, 2026
  1.0
  COMPLETELY DISSASTISFIED WITH THIS BRANCH, THEIR DECEPTIVE, RUDE, CONDESCENDING, ARROGANT, AND DISMISSIVE MANAGER TIM. I was rear ended in my Porsche on the highway one morning. The insurance company for the person who hit me provided a rental vehicle. I brought my vehicle to the Porsche authorized repair shop in West Chester, PA. Prior to bringing it there, I went out of my way to ensure that I would be picked up at 7:30am so I would not miss much time at work. Not surprisingly, Enterprise dropped the ball and didn't even pick me up until an hour and 15 minutes later, causing a significant inconvenience in the first place. When I got to the branch, there was barely any vehicle selection at all, and I chose to take a minivan as they tried to put me in some subcompact car. The minivan was filthy, as if it was just rented and taken on a cross country road trip. It also had a significant amount of dog hair in it already. I made mention of this to the person checking me into the vehicle and he said it wasn't a big deal. Well now it is. I returned the car, and informed the branch of my drop off time. I then received a voicemail this morning from Tim the deceptive branch manager of the West Chester branch letting me know there was "an excessive amount of dog hair and I'd be charged a detailing fee." I'm sorry - ONE - YOU ALREADY EMPLOY PEOPLE TO CLEAN AND DETAIL CARS so charging me is abusive. TWO - I made mention of the dog hair that was present already in the vehicle and it was brushed off as not a big deal. THREE - When I went to speak to Tim, there was zero compassion, zero empathy - he was a robot who was condescending, arrogant, and dismissive. For a company that preaches "Customer Service is Our Way of Life" - this was beyond the most wild experience I could have imagined having. For Enterprise to elevate someone like Tim to run one of their locations is simply unacceptable. And further, from a legal standpoint - when you brush off someone's concern to start, pay people to do something you're charging me for in the first place, and then charge my credit card for additional charges that I expressly didn't authorize, you are committing fraud. Tim is acting unethically and trying to improve his bottom line through unethical practices, something this company has struggled with in the past - including selling "Full Boats" to people which was packaging all their protection options in one bundle and not explaining clearly to customer's what they were purchasing or responsible. Tim probably built his entire enterprise career on practices like this.

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