Enterprise Rent-A-Car

Reviews

• JJ

  JoLena

  3 days ago
  1.0
  I am writing this review after experiencing repeated issues with this Enterprise location regarding premium SUV reservations, along with an extremely disappointing level of customer service and professionalism. I reserved a premium SUV several days in advance and subsequently received a voicemail confirming my reservation and stating that if I had no questions or concerns, they would see me Friday at 12 PM for pickup. At no point during that message was I informed that the reserved vehicle was unavailable or that there were any inventory concerns. Upon arriving at the location, another customer was already expressing frustration after being informed that the premium SUV he reserved was also unavailable. Unfortunately, I soon experienced the same issue. During my transaction, the employee proceeded to review premium SUV requirements, discuss pricing, and complete the reservation process as though the vehicle I reserved was available. It was not until after everything had been processed that I was taken outside and informed that the premium SUV was unavailable. Instead, I was presented with a significantly smaller standard Jeep while still being quoted at the premium SUV rate. To be clear, the issue is not that inventory shortages can occur. I understand that operational challenges happen in business. The issue is the failure to communicate those shortages to customers in advance, despite clearly knowing the reserved vehicle was unavailable prior to arrival. A simple courtesy call would have allowed me the opportunity to secure another comparable vehicle elsewhere and avoid a completely unnecessary disruption to my schedule. What escalated the situation further was the conduct of an employee named Kyle. Rather than attempting to professionally resolve the matter, he became dismissive, argumentative, and noticeably unprofessional in his tone. When I referenced the voicemail confirmation I received, Kyle stated that the employee who contacted me was “only a two-day employee.” Respectfully, the tenure of the employee is irrelevant from a customer standpoint. Internal staffing issues do not excuse inaccurate communication, poor operational practices, or misleading reservation handling. Unfortunately, that explanation only reinforced my concern that customers are knowingly being allowed to arrive for premium SUV reservations despite the vehicles not being available, seemingly in hopes that they will accept a lesser vehicle upon arrival. This reservation was important because the vehicle was needed for scheduled family and business commitment.The lack of transparency created unnecessary inconvenience and prevented me from making alternate arrangements in a timely manner. I also contacted corporate afterward and was informed that the matter would be escalated to management. However, I never received a follow-up call. For customers considering this location, I strongly recommend confirming availability in advance if reserving a premium SUV or specialty vehicle. Based on my experiences, this appears to be a recurring issue rather than an isolated incident. Additionally, customers who choose to accept a downgraded replacement vehicle should carefully review all pricing documentation before finalizing the transaction. In my case, a significantly smaller vehicle was still being processed at the premium SUV rate. While I declined the reservation, other customers may unknowingly pay premium pricing for a lower vehicle class. This location would benefit greatly from stronger inventory oversight, improved customer communication protocols, and significantly more professional customer service standards.
• DH

  Della Hodsden

  5 days ago
  5.0
  Great staff of employees. Very helpful. Did everything they said they would. I highly recommend Western Branch location. Very positive w good energy.
• FJ

  Frederick Johnson

  Apr 22, 2026
  5.0
  One thing you can count on at car rental companies is that reservations for a particular vehicle is never a guarantee. I think in all my 50 plus years of renting cars through my corporate account. I probably got the car they GUARANTEED 35% of the time. 20% of the time some discount or upgrade was offered. This was usually at a airport location. Most of time they defer to the person who already has a vehicle an extension of rental. It makes since because it brings in greater profit. That leaves you missed off and feeling betrayed. That's the new business model of we don't really care how you feel. I get a paycheck either way. Your complaints fall on deaf ears (LITERALLY) to an A.I. response system.
• SS

  S.Davis

  Apr 5, 2026
  5.0
  Rented here a few times through Dodge service dept and each time everyone has been so kind and helpful. From pickup at Dodge to having a vehicle ready for me to go and always with a smile from all of their employees. Great selection too.
• CW

  Cynthia White

  Apr 4, 2026
  1.0
  If I could give this no stars I would!!!! I checked in online a day ahead of my reservation to ensure I had the vehicle I reserved. The evening prior to renting the vehicle, Cameron called me and asked would I be willing to move my reservation back an hour to accommodate them and the large Mount customers he was anticipating. I told him no if it meant the vehicle I reserved would be given away. He assured me it would not. I even offered ro get the car a day early if it meant I would have what I reserved but he assured me that wasn't necessary. Well I show up to get the car and turns out its been given away! All those precautions I took and accommodations made on my behalf for no reason. Noah was less than helpful!!! I had to ask him to call other locations...he didnt even offer. Noah was also trying to charge me full price for something that was smaller than what I reserved. Noah got tired of answering my questions and canceled my reservation. Mind you I told him several times I had a lot of people with me and a good amount of road to cover. I didnt raise my voice not once. Noah needs some retraining and re-education on customer service and Conflict resolution. I will not be back here. At all.

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