Enterprise Rent-A-Car

Nice employee that I dealt with for my recent rental. However, I wanted to use my debit card this time and I was told to bring an up to date utility bill. So I did. It was almost closing time and she looked at my gas bill and said that she had to refuse it because I’m on the budget plan. Mind you, not only was I up to date, but the gas company was actually currently owing ME! That’s the beauty of the budget plan! I find it ridiculous that I almost was left stranded because of this. Thankfully, I was able pull up another bill on my phone. I am a long time customer who has spent thousands in the past year with Enterprise. Also, the cars are not cleaned all that well anymore.

I’m disappointed to report that Enterprise’s Forest Park location just went from an outstanding 5-​star experience down to a bait-​and-​switch zero-​star disaster.
After reserving an economy car on the Enterprise website for a ridiculously low rate of $ 18/​day, I strolled over to Enterprise the next day, expecting to pick up my car and go. At the counter, the representative (I forgot to get his name in my disappointment) informed me that «We don’t have economy cars at this location» — even though the website, not to mention my rental history (which includes the subcompact Versa pictured in my previous review), says otherwise. He then attempted to give me a «deal» on Toyota Corolla for $ 35/​day (nearly twice the rate I had reserved online), and when I refused, he said he could get the rate down to $ 30/​day. «The system won’t let me go any lower than that,» he said.
No sale.
I’ve had nothing but great experiences at this location in the past (especially when Ryan is behind the counter), but this trip frankly sucked. Doubt I’ll be back.

Enterprise on Roosevelt in Forest Park, IL is always top notch! I’ve rented from them since 2004 and have had great service and always friendly reps. Pick up service is a wonderful perk, always on time and so courteous :)

Professional staff in a super busy office. The customers were ticked off (about car accidents), language-​challenged, or just generally befuddled, but the staff worked patiently with each person to get them into a car. If it’s that busy all the time, the office needs to expand and add staff and more seating. There was no formal way to keep track of who was next in line, but the customers were respectful. They could use a way to keep track of keys, other than just throwing them all in a drawer! But, overall, a good experience as renting cars in the city goes, and I’m glad to know they are close by.

The service was great and all but only problem was that they did not advertise in the web site that paperwork need to fill out and need to bring along a utility bill showing the home address, that was was just weird for me when I used my debit card to rent a vehicle. I thought they should have handle that part a little better.

Yes, this is as good as it gets! Budget and Hertz, my usual «go to» places for car rentals were out of cars, so I called Enterprise. Too far for me to walk there — no problem — because they pick you up! Yes, they do, and I have had some nice conversations with the staff during the rides. Cars are spotless inside and out. They actually sit with you in the front seat and show you how everything works before you take off. Believe me, I have spent a lot of time in rental cars from other companies trying to find the lever to open the gas cap. Last week when I returned a car to Enterprise, I arrived 10 minutes before they opened. My mistake. They unlocked the door and immediately took care of things. I have rented cars from the Forest Park location twice and both times the service was excellent. This is now my «go to» place for car rental.

The location has a hard working team. The few times I visited the location, they had a packed house and still was able to great every customer with enthusiasm and made sure to let them know that they would be with them momentarily. The staff energy was amazing… The cars were great, clean, and drove smoothly. This location impressed me and I applaud every single team member seen and unseen. Thanks guys. I will be back soon. (Ronald M. Jr)

It’s been a really long time since I had received this type of friendly, personal and professional service. And from two different associates on two separate days. It was a very welcome change. Both of these guys were great!
Both were very nice and seemed to genuinely care that I be taken care of as a friend. I felt like I mattered to them. They were just as helpful to the other people in line that were there at the same time as me. What a nice pair of guys. Enterprise is very luck to have both of these men working for them.
I would not hesitate to use this Enterprise again or recommend it to others. Fantastic experience.
Thank you.

Q: what do people love more than hating on a restaurant?
A: people hating on rental car agencies.
And man do they loooooove to put places like Enterprise on full blast. Just look at the absurd number of «trolls» who’ve left essays on how much these guys allegedly suck. Ignore those dubious idiots, they’re the furthest possible thing from being considered a ‘trusted source’, seriously. Anywho.
I needed a suitable vehicle to transport a pinball machine from Oak Park to St Louis. Cargo vans were too costly, standard SUVs too small, and this location was the only one with minivans available so they got my business. This particular Enterprise was close to where I lived and allowed me to schedule a 24-​hour rental period from noon til noon Sat-​Sun, which made me very happy.
Upon arriving at 7pm on a Thursday, I found myself waiting a considerable time before being helped. Eventually they got to me and I was able to request the Chrysler Town & Country that fit my needs. Little did I know, it was brand new with under 1,000 miles on it, shweet! The $ 85/​day rate was super reasonable, which came with unlimited mileage. The T&C gave a wonderfully smooth ride.
Did I mention that (unlike 90% of other Enterprises) this location is open on Sundays? Because they are. And that’s huge, because otherwise a weekend rental *automatically* includes Sundays, which forces you to pay the day even for a 9am rental return.
Did I mention that these guys have extended evening hours? Because they totally do. While most other Enterprises are closing their doors at 6pm sharp, Forest Park is still helping customers for an additional 2 hours. Awesome.
As others have stated, Ryan is the bombdiggity shiznat. Amicable, genuine, just an overall nice dude to do business with… I’m glad he was the one helping me. The other employees were pleasant and professional, but none as engaging as Ryan. So corporate, if you’re reading this (and I know you are), pass on a most hearty kudos to Ryan Day – he’s an exceptional sales associate that deserves more praise than he likely gets. Probably gets mostly sh*t from unhappy customers…
Vehicle pickup and return was a cinch, I was in and out fairly quickly. My only criticisms stem from a rather torn-​up lobby; the carpet was heavily worn and at least one padded chair had its stuffing coming out. Would recommend and rent again.

I’m so pleased with Ryan Day’s customer service. He is always pleasant and professional. I have seen him work under pressure with a simle and experience. Marvietta

Can I please leave no stars? I got back from this place hours ago and I am still shaking.
I have been having trouble with my Mercedes all year. I have rented cars three times since March due to car repairs, all from this location. I have always paid with a debit card and have always given them a utility bill and proof of my insurance and there was no problem. The last time my car was in the shop, I rented from another location. I had no problem that time either except that they charged me $ 1500 for a month for a little Chevy Sonic. Since the engine was shot on the Mercedes and I need something reliable to drive, I thought I might try a long term rental. Enterprise on line gave me a wonderful 3 month quote for $ 698 per month. All I had to do was to pick it up at the Forest Park location.
SO I returned the Sonic to Berwyn and headed over to Forest Park. I went in, gave them the confirmation number.
«Do you have a driver’s license?»
Yes I did.
«Do you have a utility bill?»
Yep, got that too.
«DO you have insurance?»
Of course, I handed over my card.
«Well your insurance is no good, it does not cover rental cars. You have to buy ours for $ 16/​day.»
Why is that? I never had to before.
«No, your insurance gives you a rental car if yours is in the shop, but it does not cover one.»
What?
«Yes, your new total is $ 1100 and we need the total today».
Sorry, I won’t pay that.
At this point, «Ryan» shrugged his shoulders and slid my license and utility bill back to me.
I was beyond shocked. So I got home and called corporate. To their credit, corporate was wonderful to work with. And I found some interesting things that, hopefully, will help you out:
1.) Yes, these people work on commission! They will try to sell you anything just to make themselves a few cents. IF they can’t make any money, your business is not important to them.
2.) Yes, beware of the «you need our insurance» bull_​_​_​t. Check with your insurance company or go online to research this. IF you have full coverage, that will almost certainly transfer to your rental car. The only thing they can get you on is if you have an accident in their car — they will charge you a rental fee for the days that the car is out of commission. However, if you get a good rate, you will probably end up paying up to half of what you would pay if you asked for a car at the counter. IF you trash the car and they charge you twice, it would equal the same.
3.) PLEASE, PLEASE get a reservation online from
. You can pick up the car right away so it will not cost you much in time. But it will save you up to half of what they will try to charge you at the counter. THey will not like this when you go to pick up your car. They will say the car is not available and will try to switch you to another car, that your insurance will not cover the rental, they will say you have to wait 2 hours for them to pick you up, anything to get out of it. Stand your ground and call corporate if they will not cooperate.
4.) Everyone at this location is terribly unprofessional. They are supposed to be helping customers and they stop right in the middle to talk about the joys of eating at McDonalds. Well, I’m glad they like it so much — they will all be working there soon. But the absolute worst is a tall, blond, slovenly hick named Ryan. IF you see him and his lips are moving… Don’t worry, after he weathers a couple of lawsuits he will be out on Cicero Avenue at the «Buy Here, Pay Here» lot.
When I called corporate, they gave me an upgraded car reservation for $ 50 less. They told me that I had every right to refuse their insurance, but that it would be a good idea to check my policy just in case. I did. Of course, I’m covered. Corporate got «lying Ryan» on the line.
«Of course you don’t have to take the insurance. I was just going to say that when you ran off»
Well, as an attorney, I am certainly not through with Ryan. I don’t expect he will have his job for much longer.
But something has to change. Enterprise itself is a good company. But the people they have working in their branches do not know how to conduct business — lying, cheating, stealing and acting like intellectually disadvantaged 13 year olds will not take them far in life and they will get what is coming to them. I just wish that in the simple act of renting a car I didn’t have to go down to the gutter to deal with the scum.

This location needs to better train their employees since they don’t have any idea on the different classes of vehicles they rent or how to clean them properly…
In early February I was driving by the location in Forest Park and saw a Chevy Suburban parked outside their location. I had a trip planned for late July 2015 to Orlando and was having doubts about taking my 2009 Tahoe because it had recently stalled on the highway. I stopped in to inquire about the Suburban and asked if I could take a look inside to see how roomy it was since it was the newer model than mine. The CSR at the counter complied and unlocked the vehicle as it was parked in the first spot near the entrance. I did my observing and decided to make the reservation at the counter. after I give them my info the customer service man takes a business card from the pile in front of him and wrote down the reservation number and the full price including taxes. I left satisfied knowing that I had reserved an X-​large SUV for my family of 6 and their entire luggage needed for two weeks in Orlando.
On the day of the reservation I arrived around 10:15am on a Sunday (they open at 10am) and was surprised to be #6 in line; this was not a concern to me since there was two CSR at the counter taking care of customers… BOY WAS I WORNG. It seems that only one was working at a snail speed and the other was trying to sort out a reservation that also went wrong. Apparently the couple at the counter had rented a large passenger van and enterprise didn’t have it and couldn’t get it as it was Sunday and almost all the branches are closed. Over an hour later when I finally get to the counter and gave my name, I was greeted with «you’re here for the big boy» I had mentioned immediately that I just saw a Tahoe outside and asked if the Suburban was in the back or being washed. The CSR said nope that’s what I have for you… After going back and forth I agreed to take the vehicle as I was leaving that same night and I didn’t have many options and was running out of time. We finally walked outside to do the walk around and quick look inside… I immediately noticed all the dried up bugs on the windshield and pointed that out. I was told they gave it a quick wash and that stuff stays on. Once I opened the door I complained about the strong dog smell and all the white hairs (it was black carpet) in every nook and cranny… I was pretty upset but didn’t want to waste one more minute there so I signed the papers and went to a full service cars wash and paid $ 30 (plus tip) to do a real job cleaning the car and removing the bugs.
Two weeks later I dreaded having to deal with them again when I returned the car… I walked in gave them the paperwork and handed them the keys… I was walking out and then another CSR (or manager) stood up from her desk and walked over to me and asked how my experience was… I hesitated for a couple of second as I didn’t want anything else to do with them, but I decided to vent my frustration about my whole experience was told «sorry for the dirty car, we do our best to clean them but we do group all large SUV’s and don’t have different sizes. I gave up shaking my head as I walked out.(I felt like screaming «check your website»)
We spent 19+ hours driving each way with stuff on our laps and under our feet, we spilled out every time we stopped — – and wasn’t even given an apology for their mistake, I was clear about the Suburban — I drive a Tahoe, trust me I was clear about it…

As always, supportive, helpful, fast and great car.
Even though I didn’t need this time, pick up and drop off.
Great team and manager at this location.
john

Always satisfied with there service. Ryan is a good guy who always looks out for me along with there other staff.

Enterprise really needs to become more competitive with pricing! Also when I book a specific car for the price that was given I don’t need to be offered a more expensive rental when I get there! I also don’t like the fact of putting a $ 200 hold on my credit card which stays on there for two business days! If I was going to run away with the car how would $ 209 benefit you!

Would go back again and again. Such nice guys that work there. Glad that rosenbaums gone though. Bad egg. Everyone else is thumbs up. Make sure you’re patient with them and they will take care of you!

No problems. They were very helpful and easy to book with. Thanks!,?,

They kept me waiting for two hours before denying me a rental because I had a balance on my cell phone utility bill. I know that they weren’t singling me out though, because no one that went in this place was rented a car. Just a lot of angry people in a small dirty office. Never again at this or any other Enterprise.

I had (and am still having) a pretty bad experience with this branch office. I don’t think I’ll rent from this one again, and this somewhat makes me less likely to rent from other Enterprise offices. Below is a description of my experience.
I reserved a rental on 05 December in order to take me to Army Reserve drill in an adjacent state. This office offered the cheapest rates in my area, so I went with them– despite being located in the suburbs, with my office near the loop.
I planned the commute from my office such that I could be on the road by 7:30PM (generous, in case the office was packed).
I requested a pickup from the Forest Park Blue Line stop. They instructed me to call when I was two or three stops out so that they could be waiting for me when I arrive.
I called five stops out, just to be safe. They said somebody would be on their way shortly, and they would meet me at the Forest Park stop. They said that I would receive a phone call when that person was on their way. Neither of these happened.
When I arrived at the Forest Park station, I called to inform them that I had arrived and was waiting. The person on the other line told me that my pickup had been caught in traffic. This was a flat-​out lie, for a few reasons: the branch is located about a half-​mile from the station, and even with congestion the trip could not have taken twenty minutes (this was the amount of time from when I called to when I was picked up); also, Google Maps reported no traffic congestion at that time.
My next issue came when filling out the paperwork. The clerk would not take ‘no’ for an answer when I declined the optional coverage. I declined numerous times, and she still kept pressing it. I don’t appreciate such high-​pressure sales tactics. It made me feel extremely uncomfortable. The same happened when I had to sign off for fuel– I tried to wait until i actually saw the fuel that was in the tank, but she insisted that I sign at that moment. When I took control of the car, the gas tank was at ⁷⁄₈. This was the second moment of dishonesty from this branch.
The rental was clean and damage free, though. No issues with the car, however, the service engine light came on and I noticed a stark drop in gas mileage. Average dropped from 33 highway to 27 highway. I rented the Toyota Corolla.
I returned the rental on Monday morning, 08 December. I dropped the keys off, and was told I would receive an email when the return was processed. No email was produced. I called the office to check if the return had been processed. I was initially on hold. A clerk answered, and I started describing why I called. He cut me off mid-​sentence, and put me on hold. This repeated THREE TIMES before I was able to fully describe why I called. Then, I was placed on hold again!
The worst part though is how they processed the rental fee. According to my bank, they did it completely incorrect. I understand the need to place a hold when somebody chooses to pay with a debit card. However, the process, which my bank corroborated, is supposed to be similar to when you purchase gas at the pump– the gas station initially charges a small amount as a hold, then later processes the full sale amount.
So, what was supposed to happen here was a $ 200 hold on my account, then the transaction was supposed to process at the full rental amount. What happened was that the transaction was processed incorrectly by charging my account for the deposit amount, then issuing a refund.
Enterprise insisted that this is SOP for how they process debit transactions. My experience with other Enterprise branches, and my bank, lends credence to this being false. This was the third instance of dishonesty.
So, I’m still waiting for a refund from this location. I can’t an important bill until I get my refund– this is causing quite an embarrassment for me, and honestly, would not have happened if they had told me that debit cards require a deposit. I could have budgeted for the deposit. Their dishonesty and misleading practices have affected me greatly.
In summary,
Here is what went right:
1. Polite staff.
2. Clean car.
These are the issues:
1. Three instances of dishonesty.
2. High-​pressure sales tactics.
3. Misleading explanation of rental process.
4. Lack of punctuality when picking me up, and dishonesty regarding why.
5. Incorrect processing of rental fees.
6. Unwillingness to own up to a mistake when it’s made.
The first and last points are huge. If they had not been dishonest, and owned up to when they made a mistake, I would have rated three stars.
As I stated before, I probably will not rent from this location again, and it sort of calls into question my willingness to rent from Enterprise in general.

We booked a rental for two days. We called for the pickup. 45 minutes and no one showed up. We called them, they said the person is on their way. (we live less than 2 miles from them where we were being picked up). 15 minutes later, still no one, I call and they said oh the person never left and then quickly said, oh wait, yes he did. We then canceled the pickup and took a cab there. They said they need BOTH parties available, so my husband comes and picks me up and we go there. Then they say they ran out of cars. WTF? It is run by a bunch of recent high school grads or college freshmen. I have never had any experience as terrible as I did here. They need to bring some grownups into that location. They deserve zero stars. I waited a couple of weeks to write this so the anger wouldn’t bias the review. Terrible, terrible, terrible. I will never rent from enterprise again.