Enterprise Rent-A-Car

This is the second time I have picked up on a Saturday with an appointment only to wait an hour because they are severely understaffed. 20 people waiting and only 2 employees. Terrible planning, management, and customer service.

I had an entire school group dependent on leaving on-​time for an event. Therefore we made a reservation as to when I could pick the van up. When I got there on-​time, I was told it would be 45 minutes. I felt bad for the guy checking us in because this clearly wasn’t his fault; however, when I asked what the point was of having a reservation if they couldn’t come close to honoring it, I was simply told they were very busy. Yes, I understand being busy. Again, that is what a reservation is for. I have recommended to our school that we withdraw our account, as a service needs to be dependable.

I rented a car for three weeks. Prices were reasonable and the car was all that I needed. The customer service was very friendly and accommodating. Overall a good experience and I will rent from them again.

First I haven’t really had to use a car rental for such a long time but the prices are ridiculous… if I didn’t have a commitment I would pass renting a car. Über was not an alternative. $ 130 for 2 days basic insurance? I lived in Pa and car rentals are not that high.
Customers service was ok but the car interior seats were stained.
Thanks for just helping me meet my deadline.

I had a compact car reserved but told them the week before that I would need a standard car because of the display stuff that I was to transport. They told me that there would be no problem. When I arrived for the car, my original was not available and neither was a standard sized car. The then told me they were going to give me a double upgrade. Knowing that I had a lot of stuff to transport and over 1000 miles to travel in the week they gave me a Cooper Mini. They finally said they could give me a premium at $ 15.00 more per day. What a joke, a Cooper Mini with a lot of cargo. We have a corporate membership and have people all over the USA renting cars with them. My supervisor knows about this and I expressed my displeasure to Enterprise.

I am always pleased with the vehicles I rent and the customer service is outstanding!

What brought me to Enterprise was an insurance issue. My car was getting fixed and my insurance paid for my rental car at Enterprise. I had to put down a refundable 50.00 deposit. No problem. The vehicle that they gave me was on empty. It was very dirty. It was loud and the window would periodically get stuck in the downward position. I called and spoke with the saleswoman and told her that I was not happy with the rental and asked her to call me when another full sized vehicle came in, especially being that she said that car was the last full sized car available. The next day, another sales man called and asked about the customer service. I told him about the car and expressed that I wasn’t happy and he said the they had plenty of full sized cars available and to come in and he would switch me out. That only made me more perturbed at the fact that the prior sales woman had not even called me back. I went back to enterprise and another young sales man helped me out. He gave me a clean SUV filled with gas.
The next day my car was finished and I went back to Enterprise to pick up my car and I talked with another sales woman and told her how unhappy I was with their customer service. She said that she could offer me a free weekend car but I would have to put down the 50.00 refundable fee. I told her thank you and I appreciate her trying to rectify to problem.
The store manager later sent me a voucher for the free weekend rental. I went to redeem my rental on July 21, 2015 on a Friday, prior to that I spoke with a saleswoman and the store manager and made them both aware of my redemption. The saleswoman that offered the free rental was not there and neither was the store manager. The saleswoman that was present said that I needed to put down a 250.00 refundable deposit. I told her that wasn’t part of the prior accommodation. She said that she had already spoke with the store manager and that he said that I needed to put a 250.00 refundable deposit down for the rental. Mind you when my insurance rented the car, I only put down a 50.00 refundable deposit and because of their very poor customer service they offered me a free rental for the weekend but now wants me to put a 250.00 refundable deposit. Ridiculous. What was the point of the voucher. I told the woman that I was not going to put that deposit down and I would also contact my insurance company again, because I had already made them aware of the awful service, and let them know the outcome. Hopefully they might consider using a different rental car service. I would never use them to rent another car, rather it be through insurance or personal. Their service and their accommodations is terrible and NO, I never received my free rental from Enterprise.

This place is okay at best. I make it explicit in my reservation that I need a car with bluetooth capability, and I bring this up again when I show up to pick up the car. The salesperson reassures me that it does, but in reality, it doesn’t. I don’t have time to wait for them to start looking around for a different car, and I’m sure that they’d be more than happy to find me a larger car with it, for an additional cost of course.
Then when I show up to return the car, there’s no one at the desk. There’s 5 people lined up waiting at the desk, the phones are ringing, and no one is in sight. It took them 20 minutes to finally show up and take back my return. They too, acted shocked that the car I had been given had been no bluetooth, but I suspect that’s what they do when they just want to get rid of you.

If it were possible to give this Enterprise location (and their overall management of customer concerns/​billing issues zero stars, I most assuredly would have. I had the absolute worse experience with Enterprise, that I will NEVER again use their services. I have on many occasions rented cars from their competitor Hertz, and would recommend that anyone reading this review do the same. I rented a car for ONE DAY 6÷29÷2015. Although my initial thoughts were that of speed, efficiency, and thoroughness, my elation quickly faded when I attempted to return said car at an alternate location (Ferndale, MI).
I was assured when I rented the car that I could return it after hours and simply place the keys in the drop box. Upon returning the car, 6 hours later (6:30 pm) I found that there was no drop box. I physically left the car and attempted to call the next morning (they «open» at 8 am). After not being able to reach anyone, I returned the keys in person at 3:30 pm. I was informed that I was being charged for two days rental because they could not inspect the car until I returned with the keys. I was also informed that it is in fact the Enterprise 4 miles away that has the drop box. And this was after, damage to the bumper was almost attributed to me (this was straightened out after waiting an hour for them to reach the Grand Rapids location. The result of a mandatory walk through with me THAT THEY DIDN’T DO) who then found record of the damage in their vehicle history. Upon insisting that I only physically had the car in my possession for 6 hrs, and therefore wouldn’t be paying a two day rental fee due to their error of misinforming me about the non existent drop box, I was assured that when I called Grand Rapids they could push the refund through to my credit card.
Grand Rapids assured me that the pushed the refund through and that I should see it credited in 5 – 7 business days. It is now July 15, 2015. No refund. Three emails. Five phone calls to corporate. Two alerts to the district manager who handles billing issues (who has no direct number he/​she can be contacted at). Not one phone call from this company regarding the progress of my complaint. NO REFUND. I don’t care if Enterprise does «pick you up», their customer service from rental to return to customer retention practices in handling customer complaints ABSOLUTELY lets you down. Repetitively and without fail.
Aggravated former customer,
Melissa Woodards

Very satisfied with my experience and rental from the Grand Rapids airport Enterprise location. Agents were very helpful and knowledgeable on the phone and at the counter. Will definitely rent my cars with this Enterprise location again. Sally Kidd

Recent rental experience was fantastic, however, on the very same day of return, within minutes mind you, I was in need of another rental, but they had no comparable rentals available. Somewhat disappointed, yet overall satisfied as Enterprise was there within minutes of receiving my calls.
That said, when I initially called to arrange for a rental I inquired as to whether I had the correct Rental Company along 28^th Street next door to Cadillac… we’ll let’s just say Enterprise was somewhat evasive, clearly not wanting me to return to their competitor Hertz. My bad Hertz, I’ll get you next time if the need arises.

This location has the worse customer service I have ever experienced (next to Comcast which is on a level all their own.) Dave the «manager» did not follow up on commitments made to hold my car for me even though I had stopped by the prior two days to make sure it was perfect. When he failed he «got busy» helping everyone else and left me to work with someone else to try and find a fix for my issue. Do not go to this location, should be ashamed of how they treat people.

Fast friendly service, this is the new commercial/​car rental site. Rented a panel van, which was very clean. They were very accommodating, rental was for Thursday and they allowed us to move it up to Monday.
The new facility is much larger than the old and the only time spent waiting was the time it took to fill out the paperwork.
If you need a rental I highly recommend.

Recently we attempted to rent a car from Enterprise Car Rental, at 2740 28^th Steet SE, Grand Rapids, MI. When we tried to get a car, we did receive one car — a sedan. After driving the sedan, my father returned it and requested an SUV. He was told he would receive a 10% discount for using a preferred auto mechanic. The rental agent never considered the length of time or the costs associated with the car and told him to just keep it as long as he wanted it.
What they could have done was offered a better discount or a lower price knowing it would be at least a week or longer. They did not even try to budge on the number or work with me or my dad on a price adjustment. Before I could even try to talk to the agent, I was told the whole transaction was processed already on a debit card, and that I was not allowed to pay with a credit card. She told me they ‘pre-​pay’ all transactions like that, which is not always the case with car rental places.
I felt like we were literally «shoveled» out of the store to make room for other customers who wanted to rent a car, and were not even offered any sort of consolation for the costs of the rental. When I attempted to work out a deal with the employee, I was told that the contract was already put in place and agreed to. They were not willing to discuss it any further and was shut down. When I pointed out that there was a discount offered for $ 9.99/day rate for a weekend rental, I was told it only applied to cars rented during a set period of time. Ans since my father had rented the car already, he did not qualify. She had not even mentioned any attempt to get a better price for the car, so when I asked about the deal, I was again told this wasn’t possible due to the ‘agreed’ upon previous contact. I never felt like they cared for my father, who is 75 years old, and is on a fixed/​limited income and not able to pay for a lot of things. I felt taken advantage of and completely disregarded as anything less than a bank account for the rental car.

Every time has been awful. Spent hour waiting for car that was reserved first time. Second time I tried to use Enterprise, they were too busy to take my reservation. The phone was slammed in my ear as if I was the problem when trying to give them my business. Extremely rude and difficult. Not acceptable from «family-​owned company.»