Enterprise Rent-A-Car

Reviews

• NS

  Noor Scott

  5 days ago
  1.0
  The absolute WORST customer service experience we have ever had! The two ladies working at this location, along with the branch manager, treated us terribly. Our reservation was actually CANCELLED because they felt my husband’s response was “rude.” Instead of handling the situation professionally and trying to resolve the issue, they chose to cancel our reservation completely, which threw off our entire plans and schedule. The lack of professionalism, respect, and basic customer service was unbelievable. Saying this was the “worst service” honestly doesn’t even begin to describe the experience. We will NEVER use this location again and definitely would not recommend it to anyone!
• FF

  Fame Fame

  Aug 25, 2026
  1.0
  As a loyal enterprise customer, I have never received such horrible service by Roberto (PHF location) 20 August 2026. He was truly unprofessional and failed to disclose his last name or provide a business card when asked. Enterprise needs to retrain or fire this individual because he doesn't represent the customer service I am accustomed to from Enterprise employees. Update: Reading through other reviews, Roberto is also Matthew judging by the picture that is posted. As the branch manager he should not be able to lie about his name. I have submitted a formal complaint and will follow-up for results.
• BS

  Barbara H. Smith

  Aug 18, 2026
  5.0
  Grinding Gears, Good People, and Excellent Customer Service What began as a simple road trip nearly turned into an unexpected adventure. My 87-years-young mother and I set out from Virginia, excited for a special trip to Delaware. We were headed to celebrate a dear friend's monumental success: her products had earned a place on the shelves of ShopRite, and we couldn't wait to be there for the occasion. The journey began smoothly enough. We crossed the magnificent Chesapeake Bay Bridge-Tunnel, enjoying the views and looking forward to the celebration ahead. Then came the sound. A grinding noise. At first, we hoped it was nothing. But as the miles rolled by, the noise continued. Concerned, I called Enterprise at Newport News/Williamsburg Airport (PHF). The news wasn't encouraging. There were no replacement vehicles available until 7:00 p.m. The problem was that we were already well into our journey. I kept my concerns mostly to myself. My mother remained her usual cheerful self, while I quietly wondered whether our rental vehicle would cooperate long enough to get us where we needed to go. Still, we pressed on, determined not to let a mechanical challenge derail a meaningful trip. When we finally arrived in Wilmington, our first stop wasn't our destination. It was the nearest Enterprise office. Unfortunately, it was a small location and had no vehicles available until the following day. Just when it seemed our luck had run out, something wonderful happened. The team there didn't simply tell us "no." Instead, they picked up the phone and called a larger Enterprise location with which they had an established relationship. That location had vehicles available. A solution. We carefully made our way there and were upgraded into another vehicle. It wasn't perfect. It needed cleaning, and the gas tank was only half full. But it was safe. At that moment, safety was all that mattered. With our transportation worries finally behind us, we were able to enjoy the remainder of our trip. Although our first day had been consumed by car troubles, we made it safely to our destination, celebrated our friend's incredible achievement, and created memories together that neither of us will forget. But the best part of the story was still waiting. When it came time to return the vehicle, Rachel at the PHF airport location stepped in and demonstrated what true customer service looks like. Despite being out sick during part of our rental experience, she took the time to make things right. She waived the fuel charge, even though we returned the replacement vehicle with the same half tank we received. She also adjusted our three-day rental charge down to two days, effectively refunding the cost of the day that had been lost to vehicle issues. She couldn't give us back the time. But she gave us something equally valuable: the feeling that someone cared enough to make things right. What began as a stressful situation ended as a reminder that good people still exist. The grinding noise, the uncertainty, the phone calls, the unexpected detours—all of it became part of a story with an exceptionally happy ending. Thank you, Enterprise, for turning what could have been a travel disaster into a positive experience. And a special thank you to Rachel, who came back from her sick bed and showed us exactly what customer service should look like. In the end, the adventure wasn't about the car at all. It was about getting safely where we needed to go, celebrating a friend's success, spending precious time with my mother, and being reminded that kindness and integrity can still save the day.
• HH

  harrison horn

  Aug 14, 2026
  1.0
  They told me they had no sedans. They gave me an SUV and I walked back up to ask for the sedan instead. The gentleman at the counter took the keys my keys and said they have no more Vehicles available I'm a book with someone else. I didn't have an attitude or anything but I guess the people at the counter have the right to refuse service and discriminate to whoever they want. The service agent at 6pm - 730 pm August 14, 2026
• TW

  Tarina Wells

  Jul 8, 2026
  1.0
  I had a 11am reservation for pick up of a premium 7 passenger vehicle on July 3rd. I did the pre check in process the night before which included putting the total on hold on my credit card. I arrived the morning of the 3rd around 11:10 and the representative Rachel tried to hand me keys to a 5 passenger vehicle. I politely explained to her that I had reserved a 7 passenger vehicle so she looked at the computer and said one moment. Her coworker Jessica then asked Rachel if I had upgraded online. I answered no, my original reservation was always for a 7 passenger premium vehicle. Both representatives looked at the screen and sat down. I stood at the counter for 5 minutes in silence while no one moved or said anything. I then asked Rachel if they were able to see my reservation. She said yes and that she was waiting for keys. I stood another 5 minutes while no one moved or said anything then asked Rachel for an update. Jessica rudely interrupted and told me to "go have a seat and we'll let me you know something!" I politely said, "ok do you know about how long it will take because I'm on a schedule?" (My family was still outside in the car waiting for me with all of our bags). By this time it was 11:20. Jessica then sucked her teeth and said well you were 30 minutes late! I calmly replied that I wasn't 30 minutes late and I had already pre checked in the night before. I also calmly said you guys are the one who made the mistake by giving me the wrong vehicle so please don't get an attitude with me. Jessica then said to Rachel, "you know what, just cancel her reservation!" I told Rachel, "you don't have to cancel my reservation, I wasn't loud, disrespectful, or rude to anyone." Rachel replied, "I know but we work together and we do things together"...Then Rachel cancelled my reservation. I asked their names and they told me "Jessica and Rachel" I asked to speak to the manager and Jessica said he wasn't there. I asked for his name and Rachel told me it was Matt. Rachel was professional and polite throughout the encounter until she cancelled my reservation. (She shouldn't have cancelled my reservation just because her coworker told her to, especially when her coworker was wrong). This was my first time picking up from the airport (I usually always go to the Jefferson/Denbigh location by Car Max) and have NEVER had an issue. I would not recommend anyone go to the airport location if they are going to continue to employ unprofessional people like Jessica. The police officer on duty that day said we were the 4th person with an issue with her that day (and it was only 11am)! As I was leaving she said, "I hope you find another car" and her and her coworker laughed. She was rude, impatient and had a nasty attitude for no reason at all. I ended up having to call corporate for another reservation but they couldn't get me a car until 7pm. We ended up driving one of our personal vehicles out of town. I'm waiting for a response from the regional manager and this will determine if I continue to do business with Enterprise from here on out.