Enterprise Rent-A-Car

Reviews

• KK

  Karissa King

  1 day ago
  1.0
  My first experience renting from Enterprise was terrible, and I won't be using them again. When I returned my rental to the Charles Town location, no one was at the counter for several minutes. After an employee finally helped me, she claimed there was damage to the vehicle that wasn't on the report from the original rental location. Thankfully, I had taken photos of the car before leaving the original location, and they showed existing damage. However, there was one area I hadn't photographed. The employee immediately said she would have to file a claim with my insurance. When I told her I wanted to speak with my insurance company and the account holder first, her attitude changed. She became rude and told me to take it up with the original rental location. I also asked if the original location had sent photos with the inspection report, and she said no. Then she told me my photos didn't matter because she couldn't tell which side of the car they were taken on, and that only a video would really support my case. If that's Enterprise's policy, customers should be told that before they leave the lot. Overall, the customer service was unprofessional, and the whole experience was frustrating. I left feeling like I was being blamed for damage that was already there. I would not recommend Enterprise based on my experience!
• DW

  Deven Wilson

  4 days ago
  1.0
  I rented a truck last night & today I received a call saying they didn't no why their computer let me rent it bc they didn't have a pick-up available & they would call me back around 11am & they would try & find 1. Well here it is 9:15 & I never received a call back. So I had 2 rent a truck from some1 else. Thankfully I was able 2 find another truck & 4 cheaper!! This is a sorry way 2 run a business! So if u r renting a vehicle from them, I would call & make sure they have it 1st.
• JB

  Jared A. Bradt

  Jul 3, 2026
  5.0
  Great staff and location. Had a minor issue with my rental and customer service was all about making sure I was ok. Highly recommend this branch.
• PA

  Philip Alegret

  Jun 17, 2026
  5.0
  Kimberly at the Charles Town, WV location did an exemplary job helping us with our rental. She exemplifies the very best traits in professionalism and Enterprise is fortunate to have her on their team. In addition, she was just a delight to work with, and had a terrific sense of humor!
• HJ

  Hope J

  Jun 5, 2026
  1.0
  I want to start off by stating that I LEGIT HATE THIS CHARLES TOWN LOCATION. the employee who assisted me appeared dismissive from the start upon return of vehicle, After inspecting the vehicle, he stated that my expected deposit refund would be $191. I explained that this was incorrect, as my deposit was $300. He then referenced the pickup time, stating I had picked up the vehicle at 12:00 p.m. ( I have receipts and text proof from the manager that is the one that asked me to come to get the keys to get the process started ) I clarified that while I arrived to complete paperwork around that time, I did not actually take possession of the vehicle until approximately 5:35 p.m. due to my son’s football practice. After reviewing the account notes, he became noticeably quiet. He then questioned why the card on file was in the name of …… rather than mine. I explained that ….. is my husband. He responded that the cardholder’s name is supposed to match the driver’s name and stated he would need to speak directly with Kim regarding the matter. He acted like he was her boss lol when come to find out Kim stated that she is his boss. Clearly who wears the pants there? The confusion is real. My concern is that these issues should have been addressed at the time of rental, not during the return process. More importantly, I continue to have uncomfortable and frustrating experiences with this location. I expect professionalism, consistency, and clear communication from Enterprise employees, and unfortunately that has not been my experience at the Charles Town branch. The manager Kim told me that there is a high turnover at this location I wonder why? My husband later called to speak with Shy ( I guess that’s his name or how you spell it ) to confront him about how he spoke to me during the time of drop off. Customer service should always be 100% when dealing with the public period. I feel as though if my husband had dropped off this wouldn’t have went the way that it did. Enterprise needs to get this location in check FAST.

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