Enterprise Rent-A-Car

We have worked with this store one 3 – 4 occasions in recent years.
Caitlan and Mel always do a great job and are always enjoyable to work with.
We will continue using their services.
Thank you.
Bruce Baraniak

The reviews that state the customer service at this Enterprise location is lacking are right– at least in my experience. In short, the employee I spoke with on the phone was incredibly rude and unhelpful. Here’s what happened: apparently Enterprise doesn’t accept debit cards as a form of payment unless you live in-​state. That’s a weird rule, you guys, but okay. They also won’t let someone book a car on your behalf… So, my father was going to pay for the rental car since my wife and I don’t use credit cards but because he wasn’t the driver, they wouldn’t allow it. When I called the Enterprise customer service hotline, I was told that indeed this local Virginia branch could work it out with me so that my father could pay for the car and my wife and I could be home for the holidays. But, due to the unwillingness of the staff at this local branch to even try and work with my wife and I, we were stranded in Virginia on our way to Atlanta to be with our families for Christmas. Merry Christmas, Enterprise!

I’ve rented from them before, and although always felt they gouge on their prices, as they quote one price, but really charge more, the overall experience was ok. Even if you have insurance, if you do not buy theirs, they hold you accountable for all the damage that is already there. I paid more for insurance last year than for the car itself, but I needed a car because somebody hit mine and it was being repaired. However, this current experience is horrible. The car I got from them last night is not fit to be on the road. It is visibly dinged and scratched up. The tires are bad. Mo said it is normal wear and tear as I was stunned at the condition of the car. However, the inside is worse. It smells. It’s dirty. The carpets are torn. He said it wasn’t dirty and the carpets are fine. He called the stains water marks. The car is gross, but worse than the smell that makes me feel sick is that the car shakes at any speed over 40, and doesn’t want to go even 55. It feels like it will stall out and the tires are bad. I called the 800 number and was told there was nothing they could do unless I drove it to an unspecified airport. I told them I was afraid of the car and it’s not safe to drive and still they did nothing. The car is unsafe. I grew up driving clunkers but this is the worst car I ever drove. I’m truly afraid of it. Never again will I rent from them. To update, I left an official complaint that night and two messages on the local office answering machine. I was never called back, but when I returned the car the very next day, as I could not use that car for the several days I needed it, they offered me another car that I declined. Since they rented me an unsafe car, I no longer trusted their cars. I walked to a local dealership that rents good cars. Anyway, Enterprise refunded the rental charge and the local office did apologize. However, in response to my post here, Enterprise wants information I already gave when I called their 800 number to report how unsafe that car was. No apology. No acknowledgment as to terrified I was. I’ve never been so afraid in a car in my life as I was in that one. I will use the local dealership from now on if I need a rental car. The one bad experience really does matter.

I have read previous reviews and have no idea what happened with these customers. I have rented from Enterprise/​FR since 2009. My customer service experience has been excellent. Each employee assisting me has been courteous and professional and friendly. I will definitely rent from them again. Thank you.

Started trip with almost no gas maybe ¹⁄₈ tank, told to return in Bethesda almost empty, but its hard to estimate how much to buy, so I ended up buying enterprise $ 10+ of extra gas. They did not print the address of the designated return sight on contract, so I had problems finding it.

I had a great experience in front Royal. The initial car didn’t have cruise control. I called and they immediately made the change for me. I’ve rented a few times and had great experiences.

The worst customer service I have ever had. The manager Amber is rude and I have no idea who in their right mind would let her work customer service let alone be a manager! We have rented several times from this enterprise over the last 3 years, only because their is no other car rental option in front royal! All I can say is that every negative review on here is exactly how my experiences have been. Is there an option for a negative star???

5 stars on the overall experience.
They picked us up within 20minutes of calling to confirm our reservation.
We had a car accident– their insurance was paying for everything– so we didn’t have to deal with logistics at the end.
I was nervous about signing the $ 100 credit card hold due to the fact that their insurance was paying for everything, but understood the liability that I would be leaving the lot with the car, not them.
Went over (quickly) the paperwork and the dings and dents to sign off. Always nervous about this part, unless you take pictures or video as you do the walk thru with the company– I can see where it can come back at you. DECLINED the -$ 20 a day withdraw from the deposit for dings that I caused– still not sure how that policy works in full.
Overall, quick and easy. Staff were nice.
I feel the entire car rental experience can be crappy because you aren’t there for fun, but this was painless.

Rented at the Woodstock location, which is managed by the manager of this location. We’ve rented twice in the last 6 months. First time they switched vehicles on us — WHILE WE WERE STANDING AT THE COUNTER. Second time, failed to disclose ALL the information regarding rental and pre-​authorization debit, which over drew our account. When you call to politely complain, the Manager takes NO RESPONSIBILITY and blames the customer, saying things like «I’m sorry you were confused.» Worst customer service ever.

We have also rented from here a few times before, the staff are rude and not very nice. My husband had an accident and rented a Ford Explorer in December 2012 from Enterprise at the Front Royal location. When he got into this vehicle and started it up the oil light came on and when he asked Amber about them she told him just to hit ok and it would go off and that it was ok to drive, he clicked on the ok button and the light went off.
He drove to work that day but on the way back the vehicle broke down and a tow truck had to be called out for it. It was towed back to the Enterprise location and my husband was then given a second vehicle, a truck which he did not want, but due to a problem with his back he cannot sit in a small vehicle for long periods of time. Enterprise had no other vehicles other than sedans so he drove the truck to work and upon returning to Enterprise the next day rented an s SUV.
This SUV had an extremely bad odor to it which smelt like dirty socks but he drove it to work and back then called Enterprise when he got home and told them he was bringing it back in as the stench was terrible and would be returning it to them. When he arrived at the Enterprise location he asked Amber to come out and smell the odor in the car. She stated that she could not smell any odor and that the vehicle was fine as far as she was concerned.
Onto the fourth vehicle, another SUV that he returned home in. I was outside when he arrived home and upon approaching the back of the vehicle noticed scratches and red paint transfer on the rear bumper. I asked my husband if he had pointed this out to them he said he had not but would do so and promptly returned and showed Amber the damage which she said she would record on the notes.
The next day he attempted to drive to work but had to come back home after about a block as the tire pressure light came on so he suspected it was going to go flat, he did not have time to change it and would not risk putting air in it and then have it go flat at work.
My husband took our Jeep to work and we checked we found that there was only 20 PSI in the rear tire. I called Enterprise and told them of the problem, the man I spoke to, who’s name I did not get, was very short and told me that I could take it in and get another car.
We decided that we would not be going for car number 5 and that he would drive our Jeep to work and that if I needed to go out I would take the rental vehicle and make sure the tire was at 32 PSI like the rest and would put air in the tire if needed.
When we returned the vehicle back into Enterprise the male customer service rep came out to inspect the vehicle and pointed out the paint and scratches on the rear bumper, My husband told him that Amber was suppose to write them down and for him to check with her.
Amber and another person in the office at Enterprise also told my husband that he had hit something in the Explorer that caused the damage to it. Joshua stated quite clearly that he had not hit anything and I asked them what he was supposed to have hit? They said they didn’t know but Enterprise would be in touch with us.
We contacted our insurance company after we received a letter in the mail from Enterprise in January and were told that we owed them $ 6304.83 in damages amongst other things.
We eventually got a report that started to list what was wrong with the vehicle but unfortunately there are only 3 lines before it cuts off so we still didn’t know what was wrong with it. We also got 4 black and white photos showing the under carriage of the vehicle but we didn’t know what we were suppose to be looking at.
We were never given an opportunity to get an independent mechanic to inspect the vehicle either on our own or through our insurance company.
We advised them that we were not responsible and would not be paying for damages to a vehicle that we did not cause. After a few weeks went by we received another letter advising us that they were still going to hold us accountable and that we owed them $ 6304.83.
We then received another letter in March telling us that if we did not pay them that they would be placing the matter in the hands of the collection agency and that now we owe them $ 6598.83
Our insurance company looked into the claim and upon their investigation were able to find out that the vehicle had previously been returned to the Enterprise location in Front Royal covered in mud. When the company that was reviewing the vehicle to see what was wrong with it put it up on the hoist they stated that the undercarriage was covered in mud and had to be cleaned before they could access it.
It was found that the vehicle had been stuck on something and put into reverse and drive constantly which caused damage to the transmission. After 7 months Enterprise took out insurance company to arbitration where they lost their claim against us and our insurance company.

I’ve rented a couple of cars from here but this location is so small there aren’t many cars to choose from. The employees act like you are bothering them and are just rude. I would rather go all the way to Winchester to the Enterprise location there, much better selection and the employees are very helpful.