Enterprise Rent-A-Car

Reviews

• II

  In2Deep

  3 days ago
  1.0
  ⭐☆☆☆☆ I had a very disappointing experience at the Enterprise Rent-A-Car location at Newport News/Williamsburg Airport on July 8, 2026. While waiting for my reserved vehicle, I witnessed the branch manager, Matthew, abuse, his authority, Ex, and a customer for his information and the customer giving it to him, then picking up his personal cell phone and answering it in the middle of the gentleman giving his information then when the gentleman asked a question, Matthew became loud and rude, stating that he was canceling his reservation being disrespectful .The customer never raised his voice or behaved aggressively from what I observed. but as the customer continued to ask questions branch manager, Matthew then began acting as if he couldn’t understand the gentleman due to his heavy accent& tell Hom getaway from the counter. Matthew asked for my information, I politely said I would let him finish assisting the other customer first. The customer then asked me if he had been disrespectful, and I simply shook my head “no.” Matthew immediately canceled my reservation as well, stating, “Since you want to agree with him, your reservation has been canceled too.” He then called law enforcement and claimed we were being hostile, even though neither of us had raised our voices, threatened anyone, or acted aggressively. I believe that unnecessarily escalated the situation and could have placed both of us at risk. I was also troubled by the noticeable difference in how customers were treated. Before these events and after this event ,I observed courteous and respectful service being provided to other customer . My experience and the customer in front of me experience however, left me feeling singled out and treated unfairly. I have filed a formal complaint with Enterprise and hope the company thoroughly reviews the surveillance footage, speaks with the witnesses, and addresses how this situation was handled. No customer should have their reservation canceled simply for calmly expressing an opinion or acknowledging another customer’s question.
• TW

  Tarina Wells

  3 days ago
  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.
• VV

  Veneficusblade

  Jul 4, 2026
  2.0
  Prob good for short rentals. But horrible for longer rentals over 30 days. Especially if your gonna be out of town. Would not do that again.
• MS

  Mardi Studer

  Jun 23, 2026
  1.0
  Went around and around in circles. Made an on line e reservation for a car and when we got there, there were no cars available. Told to come back later and then the time was extended only to be canceled again.
• SJ

  S Jackson/Harris

  Jun 5, 2026
  1.0
  This review is not a reflection of the Company as a whole, but I was so disturbed by the treatment I received June 4th 2026 I have no choice but to write a review. I promise I will update this review because I do not feel the whole company should be Impacted by one persons behavior. I am writing to express my disappointment regarding the treatment I received from Matthew, the manager, at the Enterprise location inside Newport News/Williamsburg International Airport, on June 4th 2026. On May 8, I rented a vehicle through Enterprise and have maintained that rental for nearly a month. On the day of this incident, one of the vehicle's tires blew out. I immediately contacted Enterprise to determine the proper protocol and was instructed to visit the nearest Enterprise location to request a vehicle exchange, as there are limitations and safety concerns when driving on a “donut” /spare tire. Following those instructions, I visited several Enterprise locations, many of which were closing around 6:00 PM. Because my final destination was in the Williamsburg/Toano area, I proceeded to the Newport News/Williamsburg International Airport location, which remained open until midnight. I want to be clear: My frustration is not because a replacement vehicle was not available. I visited previous locations with the same issue and did not have the same experience. My issue and concern is the complete lack of assistance, communication and professionalism demonstrated by Matthew, the manager, throughout this entire situation from around 5pm to 10pm. When I first arrived to the airport Enterprise/National location, I was met with another employee Justin, who treated me with kindness, and professionalism. He offered a reasonable solution involving one of Enterprise's partner service providers to repair or replace the damaged tire. However, Matthew rejected this option, stating that he would not authorize this assistance because "she did not rent from this specific location." I then reached out to the roadside assistance for help and was instructed by the representatives to return to the counter and speak with Matthew directly about the formal ticket escalation that was placed for my situation. When I did so, he responded in a dismissive manner and stated, "Like my employee told you, we can't help you." This response was particularly frustrating because I was not approaching the counter on my own initiative. I had been directed to speak with him by Enterprise representatives who were actively attempting to resolve the issue and when I asked him if he was able to speak with them he told me, because they directed me to speak with him he said "I can't do that" Furthermore, before I even reached the counter, I observed Matthew speaking to other customers in a similar dismissive and unprofessional manner. What was particularly concerning was that Matthew made it very clear that he was unwilling to help me, even though a reasonable solution was offered earlier by Justin. Throughout this situation, involving multiple people, I realized Matthew had options but chose not to pursue them. Additionally, Matthew instructed me to continue driving on the spare tire, after I was specifically told by multiple Enterprise employees, that they did not recommend or feel comfortable with me driving from Newport News to the Toano/Williamsburg area on the spare tire. I had already driven a significant distance to the airport, following the tire failure. He did not ask me any questions about my travel or destination and given the safety recommendations for driving on the spare tire, I would think that information would have been important before he told me "You're just going to have to drive on the donut." This was a complete disregard for my safety.