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Enterprise, 2 Representatives above and beyond at West Palm Beach PBI airport! Hello, I finally found the business card of 2 of your employees that, left me with a positive image and reconfirmed my commitment to Enterprise as my first choice for car rentals. My family and myself rent cars via different accounts with enterprise routinely. So I have grown accustomed to positive service. But Vanessa and James at your West Palm Beach Airport Location left me with a feeling of an interaction more than a transaction. They were able to assist us rapidly, because there was a line, but more so rapidly but giving the deserved attention and personalization. They both represented your company professionally and gave what felt as a true thankfulness for choosing Enterprise. Please commend or what ever you do to show them that you care that they cared for your customers. Great job.

Enterprise, Horrible customer service, disrespectful treatment and finally a substandard vehicle. I reserved a car at the Hays, KS office on 5~16~25 for 5-21,22-25 to pick up at 8:30. It was confirmed. This is 60 miles from home and I am 70 years old. I took my car to the shop and rode an Uber 2 miles over to Enterprise. I was there at 8:30. The office was locked and closed. Others were waiting to return and check out vehicles. It was cool outside. I called an Enterprise customer service # and they didn’t know what was going on and hung up on me. I called Enterprise customer service again and was told sometimes small offices might not come in until 9 or 11. I explained there was no notice on the door. He said he didn’t know and she would probably be there by noon and I would have to wait. I found a chat line. I tried that and she escalated it to a management team member and after not receiving the call she told me to expect I did a second chat. That time I did get a timely call back. He said the person who runs the office was given the day off and no one knew about it so the office wasn’t covered. This was at 10:30 so I had been there 2 hours. The regional manager said he was on his way from Salina, KS and would be there by approximately noon. He did arrive about 11:55. So I made 4 calls, was treated rudely, waited outside for 3.5 hours because employees are given time off and no one who supervises them knows what is going on or covers the store. He check out a car, an Impala. I put a preference for a Jetta and there were 4 setting there. Again more great customer service. The car I was rented has tire issue which may be wear or balance or it may be bearings. It makes a thumping noise going down the road. Maybe it’s a wheel issue. It’s noisy and unpleasant. If there was an option for zero stars that is what I would do. This is the fourth time I have rented a car there. The last vehicle had a warning light present on the dash which I noticed 20 miles down the road. The vehicle I rented before that one had an emblem etched into the paint of the car above the rear passenger door which I didn’t see until I got home, 60 miles from the office. I had the emblem mobile for nearly a week which was very concerning from a personal safety standpoint and a message I don’t support and didn’t want any part of. Today was the cherry on the sundae. I haven’t decided if I will be doing further business there or with any Enterprise. The regional manager said they would make it right with a discount, but my paperwork indicates no discounts for the run-down old Impala I sat outside and waited 3.5 hours for. Good service is dead I am convinced. And this morning is another piece of evidence to support my belief of that. I’m wondering if Hertz is any better! I might have to see.

Enterprise, Customer frustration! My rental experience was due to liability of another driver. USAA insurance was responsible for the rental and all other expenses. However, the experience turned very very frustrating with an issue of returning my deposit that I paid out of pocket. There was a tug of war between Enterprise and USAA and I was caught in the middle. Both accusing the other and refusing responsibility in returning my deposit. Enterprise said the insurance company was responsible, the insurance company said it was Enterprise. I paid the deposit to Enterprise, which I should not have had any expenses associated with the accident, since the other driver was found liable. To date, I have not been able to resolve this matter with these two companies that seem to had no genuine concern for the customer.

Enterprise, I am trying to receive the 15% discount that I was sent in an email. I am trying to book a car and told that I am not in the right dates to receive the discount. My dates 06/09/25-06/20/25 which are within the dates stated. Which are “in” the dates stated. Is there something in the small print I am missing? I cannot tell you How many times I have had a problem with your bad customer service at the Fitchburg office. It used to be great and never had a problem till some new guy took over. I have been using the Fitchburg office for “years”. I am now trying to book a car and can’t get the 15% off. I booked a car one time for a ridiculous price. Three weeks later the car was Half the price, so I canceled and rebooked for the Less Expensive price. How does your pricing work? One day it’s this, next day that? That is ridiculous that people have monitor your prices. What is wrong with Enterprise? Maybe the over paid executives need to realize there are people who can’t “afford” the prices you think are reasonable. Enterprise decides on any given day what your prices will be.

Enterprise, By Far the Worst Customer Service. Rented a passenger van, on our way to Kansas City, which is normally an 8-hour drive turned into a 12–13-hour drive because of the van swaying heavily from side to side. Never had that experience with a passenger van, but anyways, contacted customer service and was told to go to the airport to swap out for another. Get there, the branch manager was never contacted. Called customer service back to tell them what was going on. The rep was refusing to hear and tried to accommodate us with a minivan. There was 8 of us with 10-12 pieces of luggage. There was no one that all of us and the luggage was going to fit in a minivan. The rep then hung up on us when trying to tell her that wasn’t going to work. Called back and of course the rep then told us that the previous rep put that we refused the accommodations. We missed out on 2 occasions due to the lack of communication from Customer Service. I don’t understand why certain people don’t understand when being talked to with the upmost respect and they get an attitude when we have to speak over them because they just don’t want to listen to what is being said. Your Customer Service needs to take classes in active listening, conflict and resolution and communication skills. Have empathy when needed. Out of all of this I will say Jake at the Brown Deer location was trying his best to help, but I know there was nothing that he can do. I received $200 back, which I believe should’ve been a bit more just because of all that we went through from the start to the end. This should’ve never happened from jump. The trip that should’ve been all about smiles that were turned upside down. Oh yeah, we received a van that just been serviced and was told that the light will go off and never did the entire trip.