Enterprise Rent-A-Car

Reviews

• BS

  Brittney Scarbrough

  Sep 29, 2026
  2.0
  On the morning of September 21st, my airline moved me to a later flight, which meant I would not arrive in RIC until after 6:30 PM. I called Enterprise around 7 AM to inform the representative that I needed to adjust my pickup time from 3 PM to after 6:30 PM. She told me this was not a problem, assured me she would update the reservation, and instructed me to take an Uber to the Enterprise location outside the Richmond airport upon arrival. When I landed and arrived at the location at 7:04 PM, it was cold, raining, and I did not have a jacket. Only then did I discover the location had closed at 6 PM — something the representative failed to mention when adjusting my reservation. I was stranded outside in the rain with no vehicle and no way to reach my destination, which was three hours away. I called Enterprise’s corporate line. The representative I spoke with was dismissive and told me he would “send an email and escalate it,” and that someone would call me when they got around to it. After waiting in the rain, I called back because I was freezing and still had no solution. I then contacted reservations, where another representative told me I would receive a discount or refund and that a vehicle would be ready for me the next morning at the Gloucester, VA location. I arranged for my sister — who lives three hours away and has a newborn — to pick me up so I could get to Gloucester the following day. However, when I arrived at the Gloucester location on the 22nd, there was no reservation, no notes, and no record of any booking under my name. Despite being reassured multiple times, nothing had been communicated to that branch. At this point, the situation had disrupted my entire week, cost me half a day of time, and caused significant personal inconvenience. I remained calm and professional despite being on the verge of tears. Sean Moore at the Gloucester location was the only employee who treated me with courtesy and understanding. He helped me get into a vehicle so I could continue my trip. Unfortunately, he was limited in what he could offer financially. I ended up paying nearly the same amount as my original rental, minus one day and a small discount for fuel and return-location flexibility (about $40). The only reason I booked at the off-airport location in the first place was because adding one extra day to my original airport reservation increased the price from $228 to nearly $600. The nearby Enterprise location honored the original rate, which is why I changed the booking. Overall, I am extremely dissatisfied with how Enterprise handled this situation. I was disregarded at the beginning, left stranded in the rain, given incorrect information, and then had my reservation removed entirely. I was promised follow-up from management and have received none. Sean Moore did everything he could, but Enterprise as a company failed me during this rental experience.
• AC

  Anna Campbell

  Sep 29, 2026
  5.0
  I always have great experience renting a car here. Thank you!
• CR

  Cindy Riemersma

  Sep 25, 2026
  1.0
  UPDATE: I just saw my credit card statement. They charged me $165, not $150! 🤬 I did this review and they responded that they wanted to speak to me further about this and then gave a link that is not valid! 🤬 Enterprise, if you want to make this right, REFUND MY MONEY!! I was given a large SUV when I asked for a small sedan. The outside was filthy, the inside had sticky residue on the door panels and the steering wheel, and the inside reeked of body odor. The representative did not go over the vehicle with me to make note of these things, though I was told they would do so thoroughly. Nowhere in the contract, in the terms and conditions, posted in the vehicle, on the key tag, or through verbal communication did I receive the instruction not to smoke in the vehicle. As a first time renter this would have been critical information. I did, however, clean any ash in the vehicle and sprayed liberally with febreeze, but was told that the inside was covered in ash and reeked, and subsequently was charged $150. Had there been any indication that I was not to smoke in the vehicle, I would not have. Also, I did not have access to the radio. I had to download an app, set up an account, change settings on my phone, scan a QR code, put in a password, and enter the VIN number. After all of that the message was that the vehicle was a fleet vehicle and that I did not have access. WORST EXPERIENCE EVER!!!
• PG

  Peny Gallogly

  Sep 24, 2026
  5.0
  Sean Moore was my salesperson. I had specific things that I need for cars that I drive, and he made sure that my loaner would work for me. I truly appreciate that. Sean explained how the rental process works and made sure that I understood and was completely comfortable with it. He also made sure that I knew how to find and use the controls on my loaner. He was very professional and helpful. I needed a loaner car because my car had hit a deer. Sean made the rental process as easy as possible for me.
• AP

  Alex Powell

  Aug 25, 2026
  5.0
  As a first time car renter this was great! Sean and the rest of the staff really worked hard to get me my reservation on time, including staying late, making sure I got an even better car than my original option, dealing with tech issues, and more. They got it done, I had the best time with my rental, and when I returned it they ran through what i needed made sure everything was good and i was in and out in minutes! seriousky impressed and really grateful to them all, definitly going to use them again next time I rent a car!!!!!

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