Enterprise Rent-A-Car

I arrived at 12:05 on a Saturday to return my car. They close at 12. I pleaded with them to just take my keys and run the card on file. They refused.

We booked a reservation a month in advance for a full size SUV. We made it very clear it needed to be full size. We went in to pick up and not only was the price higher than they quoted but they didn’t have the car we were promised. They didn’t even have a full size SUV. The guy Zach that helped us was super unhelpful and never once apologized for the inconvenience or for them not having the car we were promised. He made no effort to help us and made it seem like he just wanted us to leave. I will never use enterprise again or recommend it to anyone. If you go here make sure Zach isn’t the one helping you because he is very unhelpful and rude.

Shady. Sooo shady. I rent a car for three hours and magically do damage to a door I never even opened? Damage along the bottom of the door that I am then blamed for not seeing during the supposed ‘thorough’ inspection. How thorough can the inspection be pinched between two parked cars? Am I now required to get down on my stomach and inspect the undercarriage? Do I need to bring my own creeper or will one be provided? Seriously?
Which is more likely that I damaged the car on my 120 mile drive where I stopped only once and that was to add gas before the return OR that the yahoo that rented the car before me — the guy that put the scratches on the trunk and rear quarter panel — on the same side this door dent appears — did it? This is not a tough call but it is above the pay level on the 22 year old managing the place.
I was willing to let go of the negative impression given by the pressure to buy insurance I don’t need. After all, that commission is probably how the college kid behind the counter is paying his student loans. However, the accusatory and inconciliatory tone taken when we challenged the assertion we caused the damage was too much. I intend to fight this and to Tweet this and to Facebook this and Instagram this and on and on and on.

This is the best car rental place ever !! I love Enterprise the co. but this location has the best service-​professional, nice, smiling, helpful… this should be a model for all businesses wanting an example of service, cleanliness, professionalism, and by the way inexpensive.

This was the best location I had been too. The customer service was remarkable. I am planning for trip again. They were ready to pick me up from my work but I got a ride so I didnt wanted to bother them. I was given a drop-​off when I returned my car by a friendly host. You should definitely get your car from here. Car was nice and clean.

Motto for this location should be:
ENTERPRISE, WE’LL PICK YOUR POCKET.
I’m usually a fan of Enterprise and have used them often over the past decade. Never again for this location: ever! They make a game out of GOUGE THE CUSTOMER. and it is not fun, if you are the customer. I live near to them, thus they have been a place I have gone on several occasions so my experience has been spread over the past year or so. And my experience has been pretty consistently BAD.
This last, and final try it was just more of the same bad attitude and sneaky way of dealing with people. I RESERVED a car, planned my day around getting the car, went to get the car only to find out that THERE WERE ZERO CARS. no one called my phone to let me know not to go out of my way to come all the way there and get the reserved vehicle, no one had much to say when I got the the counter. A total dud named Michael, who couldn’t manage even a modicum of empathy for the inconvenience of the situation, thought to mollify me by telling me the owner had jacked the prices to nearly three times what I reserved at because of the demand. (spring break? possibly).
While he couldn’t BRING HIMSELF TO MUTTER anything along the lines of «we’re sorry for the inconvenience» or «sorry you came all the way down here with an understanding you would have a car waiting for you per your reservation…» He instead tried to regale me with tales about the owner jacking up the prices as a response to the demand. Um, what good does that information do me? Am i to feel privileged to pay an already inflated rate rather than the recently imposed CARPETBAGGER RATES? I can not FATHOM what impression this tidbit was intend to create but it left me feeling really icky and covered in opportunistic scum.
Better he should have said nothing than this. But it would have gone a LONG way to be accountable in some small way for the fact that this place did not honor a reservation and didn’t bother to let me know about it before I arrived.
So I’m still being super nice about this giant foul up on their part and the impossible rudeness of this counter-​boy when Michael tells me they’ll have a car for me at ten the next morning. BUT IT TURNS OUT THAT IF I PICK THAT CAR UP IT WILL COST ME THE SAME AS IF I HAD GOTTEN THE CAR ON THE DAY AND TIME THAT I RESERVED A CAR. So, again, rude and GOUGE THE CUSTOMER! When I asked why I should be penalized when it was their fault he finally agreed to let me pick the car up and charge me as though the car was picked up at one, when apparently the day changes over for Enterprise. Only it was not convenient for me to get the car earlier. I had already made arrangements for my next day. Offering the car early, after trying to trick me into paying for the car that wasn’t available, was really a completely empty and tiny gesture.
Keep in mind that I’ve rearranged my day, gone to get the car, expected to get a car because of my reservation, received ZERO politeness from them and ZERO ACCOUNTABILITY for any part of this, and then he is playing with me to make me get a car the NEXT DAY but pay the same as if I had gotten the car when I HAD RESERVED IT! Meanwhile no acknowledgement that they had basically stolen hours of my time and botched my planned chores by not honoring a reservation.
The place has this big sign in the front part of the office that states it is a family business. At first I assumed this «person» was part of that family because why else would he be this GREEDY? BUT he is not, I checked. He just gets off on ripping people off and being curt and greedy with customers.
If you can get a car ANYWHERE ELSE at all, even if it is farther way, do it! This place is the absolutely pits and while some of the staff there is hip and nice this mess of human cells apparently sets the standard: which is pretty LOW on the customer service scale.
There are tons of rental locations to choose from and if you are an Enterprise fan find one that is worth your energy, time and dollars. This one is the PITS. The motto here should be ENTERPRISE, WE’LL PICK YOUR POCKET.

If I could give this place a zero I would. We reserved a car and waited for hours. They had no comparable car. So after 2 and a half hours we finally left and used our own car. This place is an utter disappointment, disorganized and when you make a reservation it’s a joke!!!

One star is much too generous.
Horrible service. I made reservations in February, confirmed them last week… And today (1 day before my scheduled pickup) the manager called me and told me my reservation was not available due to a «recall.» BS! Someone just offered you more money and you got rid of my reservation.
And the best part, he offered me 10% discount, ha! Great, that pays for the taxes. Good try. Never again enterprise.
Horrible, horrible, horrible service.

A reservation here does not guarantee you a car. They were 3 cars short when I went to pick up my car. They can’t give you cars they don’t have, so you’re screwed. Better to go to the airport to get a car.

Customer service is above reproach –you get eye contact and a friendly smile even if there’s a line — Everything was thorough and efficient.
Whoever is running this place is really training their staff well.
Thank you for my pleasant experience.
P.S.
Good selection of latest models available too …

Always great customer service. Called Friday late in the evening for a one way rental. The office was very busy as you expect just before the weekend. Yet, a selection of two different cars were ready when I arrived! All i had to do was make a choice between the two and sign.

I went online 2 weeks ago to reserve an intermediate size car. I was leasing through a Chrysler account at $ 35 per day for Mon thru Wed. When I got there to pick up a car the only things they had were pick up trucks, a Camaro, and a Dodge Dart. They claimed the Dodge Dart was an intermediate. It is actually a compact car. No discount in price. I had to wait for them to put a new tire on the car. They said the tire pressure light Would go out after driving a few miles. I drove home 3 miles away and the light was still on. They did not inflate the tire to the correct pressure. An hour wasted.
Probably better to try someplace with more cars.

This is the event that has caused me to start being a proactive Unilocal reviewer and not just somebody who uses it to read other reviews to make decisions. I and all my sales reps rent cars all over the US for work (Hertz) and I can say this is the worst rental experience I have had. I selected Enterprise only because they had a Suburban which I desperately needed for the space on a recent family trip. Suburban was on the lot prior to me renting… I saw it. When I arrived they bait-​and-​switched me to a smaller SUV (Expedition or Tahoe) claiming it was in the same vehicle class. These vehicles and Suburban are NOT even close in cargo and people space and not in the same class. The gal that helped me could care less and justified it by saying «I just arrived at this office today. I came from another location.» I completely understand the different vehicles in «vehicle class» but not when you are renting a Suburban. This isn’t a Sentri vs. a Camry. I took the Expedition and it was filthy dirty inside… food remnants stuck to the seat, dog hair, dirt and dust all over the interior. It looked like somebody had returned it from a ski trip and was never washed. Again the gal was dismissive and rude and could care less. Not good when you rent a vehicle and the first think you do is clean the inside yourself.
The only reason I gave 2 stars was when I dropped off the crew (different people) were very good. The young lady was understanding and provided 2 free upgrades and the young man who drove me back home was courteous and efficient. I also extended the rental by 1 day which was not problem over the phone. Regardless not enough good enough to ever go back to Enterprise.

After years of renting from every company all over the country I can tell you that I’ve never been once disappointed in Enterprise. In fact, they always overdeliver, especially this location.
Always a better experience than you expect, truly an exceptional company all around.

The best customer service I have had in a long time! Sarah made sure I was taken care of and had a suitable car for my family and me. The staff bent over backwards to make things easy for me to drop my car off at the auto body shop down the street. They picked me up and dropped me off without any wait time and fixed an issue I had with the first rental they gave me with a hassle. This is the way customer service is supposed to be, people!

Thank you to Shawn and staff for turning my nightmare into a feel good dream!!! The rental was great even though it overstayed its welcome after the auto body shop took way to long to fix my car!!! I appreciated your kindness and understanding towards my situation today as I was finally able to return the vehicle!!!

Do yourself a favor and drive the extra distance to avoid these rude people. The portly blonde woman behind the counter was very rude and short with me. I will just use another company from now on, congratulations on losing a local customer that will now avoid you like the plague.

Dishonestly trumps service.
In July 2015, my car was in the shop so I went to my go-​to car rental agency, Enterprise Rent-​a-​Car in Laguna Niguel, CA. The manager was obsessed that that my insurance company would cover a more expensive car that I requested and tried to talk me into «helping him out» by renting a more expensive car; I politely declined. I was very surprised when my insurance company forwarded me a copy of the final Enterprise invoice and I saw that the manager charged my insurance company for a more expensive car than (for 2 of the 3+ week period of my rental. Of course I:
* Notified the insurance company of the fraudulent charges
* Made the decision to cross this agency off my list
Because this is such an out of character experience, I will still consider using Enterprise, but will be vary cautious.

i’ve used enterprise rent-​a-​car multiple times for more than 25 years for business, vacation, and alternative transportation while my car was being repaired. there was even a one year span where i rented cars for more than 160 days…
in all the years i’ve been doing business with enterprise i’ve never had a bad car or rental experience. i find this to be absolutely extraordinary when taking into account the number of times, and days, i’ve rented from them.
here’s a tip… the laguna niguel branch is extremely busy so they have little to no flexibility. you need to be aware that they rent all their inventory every day. when you just show up and ask for a car, as i’ve had to do a few times, you need to check your ego at the door and be prepared to be flexible and patient.
to avoid delays, and to avoid not getting exactly what you want, i recommend that you book your car rental at least one day in advance. i recommend booking online. when you do this enterprise will consistently provide you with an excellent product, at an excellent price, with excellent service.

My sister & husband who are visiting went to hire a car. Upon arrival to collect, the car was filthy & when it was pointed out, a clean option wasn’t offered.
Being tourists the have consistently commented how great the service is in America.
Disappointing when service from a service based business was/​is so atrocious.
In conjunction with the lack of service they also witnessed the staff disrespect a veteran.