Enterprise Rent-A-Car

The staff was very warm and friendly. They called about an hour into the rental to check that everything was okay. When we returned the car, they offered to drop us off at our apartments.

The employees at the Ashby Enterprise location are fantastic: every time I’ve been by, checked in or out, been picked up or called with questions whoever I’ve worked with has been not only professional, but really, really nice and friendly. Renting a car is always a little bit of a hassle («Would you like a pickup truck instead of the economy car with good mileage that you were expecting?»), but I’m pretty loyal to the Ashby Enterprise because I’ve had such great experiences with the staff. A+!

I made reservations 4 months in advance. The reservations were CONFIRMED two days before I got the vehicle. BUT, when I showed up (at the correct time) to pick up the vehicle… I was told the the minivan/​SUV I needed to drive all my passengers over vacation … Was NOT available.
(A side note: when I got home I found out they had left a message on my home phone 19 minutes before the pickup time… telling me the SUV I CONFIRMED two days earlier… was not available.
19 minutes.
Apparently they can take reservations, and CONFIRM reservations… but they cannot KEEP the reservations. It was right out of a Seinfeld episode, except it was not funny.)
But far worse, was the attitude from the Branch Manager «helping» me. After informing me the vehicle I had confirmed WAS available TWO days before… was NOT available… HE WENT TO THE NEXT PERSON IN LINE.
Eventually, after he helped three other customers who had easier problems, the manager deigned to solve my problem. (The solution: I was forced to rent two vehicles, a problem which rippled through the entire vacation.) When filling out paperwork he agreed to put half the price on each invoice, but then failed to do that and then lied about it 30 seconds later, when he did it a different way… And then claimed it couldn’t be redone as we had agreed.
Among the worst service I have ever received, in any context. And, while I was there, two of the four other customers also had complaints.
To be fair, he did give me a discount for the vehicles and when I returned another employee tried to make up for the fiasco by giving me a 50% discount coupon, but my experience here was just insult to injury. It’s hard to imagine ever going back.

Very friendly, eager to please the customer. I’d choose this one over the airport any day. Will come back again.
That said all of the responses by enterprise to customer complains below seem totally generic and in contrast to the personalized service they gave me at the store. Whoever curates their Unilocal site needs help.

Made a reservation for a car on December 12, 2015, for 9 days to travel to see family at Christmas. They ran out of cars! Saying they can not provide a car meaning we can’t travel to visit family for Christmas. So not ok. Corporate 800 number blames local branch. Local Branch blames Corporate. I have tried calling all over to get a car. No cars. I will never, ever, ever, rent from Enterprise again.

Slow at processing, but kind and sweet customer service. Excellent location on Shattuck, south of Berkeley. A great little storefront that offers their discount cars at short notice. Nice folks run this place.

This review is long overdue. I needed a car after taking my car to the dealer. I arrived and realized I didn’t have my license due to losing it the week before. Fabian was kind enough to drive me to the DMV already after picking me up. While in the office Fabian, Marcus, and Quantez were absolutely the epitome of amazing customer service. Very awesome to work with people with such great attitudes. Thanks again.

«Q» the manager is the best! Good customer service is all about bringing customers back. And about sending them away happy, and that is what «Q» did. I am happy enough to pass positive feedback about this Enterprise location. «Q» goes an extra mile to ensure that his customers are satisfied. 5 stars!

Great location, close to UC campus and to Berkeley BART. I’ve only used this place once, but everything was fine: The car was ready to go and in great shape, and the staff were helpful and nice.
The one thing I hate is that the car doesn’t come with a full tank of gas, and you’re supposed to return it with a like amount. It’s a ploy to squeeze a few more pennies out of you, and it cheapens the whole experience.

The folks at this Enterprise location always go out of their way to make things quick and easy for everyone. They’re usually busy, but they’re always friendly and accommodating. I feel very lucky that they’re in my neighborhood. I rent here whenever I need a local car.

I was going to give them a 4 star review because they are so nice but as of today… I’ve rented here 3 times now. They never have had a car ready for me even though I made a reservation in advance.
Be warned!
The employees at this location were really great! Very friendly and accommodating. I would give them 5 stars.
There are some issues with Enterprise as a whole. I won’t get into them myself as I believe reviewer Wendy N. did an accurate job. I’ve renting from several Enterprise locations and I agree with Wendy on these issues. The partially full tank seems like a purposeful tactic to get people to overfill the tank. So annoying. Just stick to the full tank policy.

This enterprise is totally disorganized and disrespectful. It took 40 mins for them to answer these questions: How much was the total for one week of the nissan rental I had? How much was the total for 2 weeks rental of the Elantra? What is the procedure for the claim on car from some light damage. I’m fine if it takes a long time because its complicated, not fine if it’s because I have to ask each question over and over again and get different answers every time. First I was given the daily rate, then I was given the weekly rate, then told the tax. In every case the numbers did not add up until the very end when I made myself explicitly clear for the 100^th time. When calling today to confirm the rental charges they said the car rental contract was closed to which I asked so I won’y get charged anymore. They said yes that they collected the $ 200 deductible. We went around in circles regarding some damage to the car at which point I reminded them that their last agent, on Monday the 24^th said that they wanted to «go ahead and collect a $ 500 deductible». Um, no you will not just «go ahead». Then they later explained to me after much more vague question answering that it would only be the security deposit and then up to the deductible amount. So after telling me I was not going to get charged anymore after this bill that there was a claim open and that I could get charged up to this stated deductible. The problem was not their policies, except for when you switch cars out they count the time it was used it from the original rental you had even though you sign new paperwork for the new car, the problem was their complete lack of understanding of their own numbers and systems. They gave me disjunct answers and even pulled the” let me find out and put you on hold” in response to one of my questions. When the manager came back it was almost like he didn’t know who I was… he didn’t say, «excuse me, now here’s my answer». When I asked him if he had gotten an answer to my question his reply was, «what question?». I asked what he had put me on hold for then to which he replied, «oh the phone rang». I told him I’d wait again and he said that I hadn’t asked a question. The heck I didn’t…he just pulled the classic put you on hold and ask you to ask again. Then finally I got back to my question and he mentioned my insurance having a $ 500 (which is what I had said in the question). So he did hear the question… to which he replied that I had just told him in the previous sentence (after the hold, not before). No, no I didn’t I told you during the time I asked this question you claim I didn’t…
Very confusing and disjunct treatment. They don’t know their own system and have a difficult time communicating clearly. Regardless if whether the car came back damaged or not I still deserve customer service that isn’t rude, that doesn’t flip-​flop, and that doesn’t put me on hold to avoid answering a question. Totally disgraceful. I was happy with Enterprise until there was a problem, at which point they showed their true colors.
Also be aware if you switch out cars they will charge your time used based on the original car not the new car even though you sign a new contract… seems fishy and honestly makes no sense.
NEVER AGAIN WILL I RENT FROM ENTERPRISE. NEVER.

They don’t take an out of state credit card? That’s what I was told when I showed up to pick up the car. Enough said.

I just called here after calling the other enterprise near Emeryville to see if there was a better selection of cars. The woman quoted me $ 120 more for a week of the same car rental than it was at the Emeryville branch. Then when i told her, she transferred me to a survey with no reply.
I wouldn’t ever call here again.

Super friendly staff (Thanks, Will!) and super convenient. Will made sure I was picked up on time, and the paperwork was fast and efficient. I recommend renting here if you’re in Berkeley or Oakland. It’s close to BART, gas stations, and is easy to get to.

I dropped my car off at Weatherford BMW for service and needed a car. I walked into this location and Will was able to quickly accommodate me even without any notice. As I walked in I was greeted by a nice young lady and after Will finished the paper work, I was walked to my rental by another young man who was there to answer any of my questions. I’m very pleased with my business at this location and would highly recommend them.

Ricardo was very helpful! Very pleasant and helpful with our rental.
Would rent here again!

I’m a regular at this car rental agency. The primary reason is that I can’t seem to find better rates and they are located less than a mile from me. They do provide drop off service (and pick up, supposedly), which is nice.
However, they barely earn a 3-​star rating from me. I have several suggestions for them to get a 5 star rating:
1) They give you a wire key ring with 2 non-​detachable keys. if you want to detach one, you will have to have a pair of wire cutters handy. I didn’t notice until yesterday morning when I was about to run a 10k race and consequently had to hold both keys and the fob during my run. I mentioned this to Ryan (a new employee) and he told me that I should have cut the key ring and acted surprised I didn’t have access to wire cutters. He said they tell their clients this but I have NEVER been told this in the countless times I’ve rented here. I told him that probably 99% of their female clients do not have wire cutters «handy». I personally do not own them nor would I be carrying them in my purse!
Suggestion: Have detachable keys or put a pair of wire cutters in the glove compartment. Inform customers about this.
2) They are located directly across the street from two gas stations, yet they never give you a car with a full tank. They say that only the airport agencies do this because they have a gas filling station on site. When I pointed out that there are TWO gas stations about 100 feet away from them, the next reason became that they only have a gas card that allows them to fill a maximum of four gallons. WTH?! Getting a car with ³⁄₈ of a tank is inconvenient because you have to fill your tank before a long trip AND try to refill it to the exact same place in your tank upon returning it.
Suggestion: Give the customers a full tank of gas.
3) They have inconsistent policies. I was told that «all Enterprise car rental agencies» use the wire key rings, which seemed to be the reason they do this. On another policy (not accepting debit cards), we were told that some rental agencies allow this and some don’t.
Suggestion: Either be consistent. Or don’t.
4) I’ve found some of the staff overly intrusive with their questions. They are borderline nosy when asking about your plans for the weekend. One of the employees asked me where I was going, what I was going to be doing, and who I was going with. I find this annoying and intrusive because it’s really none of their business!
Suggestion: Stop with the personal questions, unless it’s initiated by the customer.
5) I just joined their Enterprise Plus program after countless rentals. I was never told of this program by any of the staff, nor encouraged to. Pretty surprised about this. The staff don’t seem to know much about the program, when I asked.
Suggestion: Train employees on the Enterprise Plus program. Encourage customers to become members, especially if they’re regulars.
For the most part, the staff is very courteous and friendly and I do believe they are trying their best. The feedback listed above addresses some areas which they could easily improve.

They picked me up at the auto body shop promptly. They checked me in at the counter right away, even though the phone was ringing off the hook and there were other customers. Each time I went in (to pick up and drop off the car), the rep seemed like he had a million arms… typing, answering phones, calling my insurance company, addressing clients by name, etc. I got a beautiful 2014 Prius for the week at a great rate ($ 40/​day). My check out experience was just as lovely and swift. The driver took me back to the body shop, and he was such a sweet young man.
I will DEFINITELY come here again.

Poor customer service. Poorest I have ever experienced, especially for being in the customer service area. The guy there was rude and sure didn’t care about selling any of the cars cause he wouldn’t even look at me because he was too busy with his computer. The guy told me something along the lines of «Go to another place,» without even talking to me about other options or cars they had. I’d highly recommend San Pablo’s branch.
And to reply to Joy K.‘s comment below, Chloe is an awesome manager, and she is no longer at the Shattuck branch, she went to San Pablos. «Irregardless» actually is a word. Maybe you should get your nose out of the air and stop being a snob. Judging by your previous low reviews of a lot of places, you are a cranky bitty who needs to make herself feel better by belittling places on Unilocal.Congrats.