Enterprise Rent-A-Car

Unnecessary sales/​upgrades are heavily pushed on customers. Lack of appropriate documentation for charges. Here’s my recent experience…
I was rear-​ended and the liable driver’s insurance said they would cover the cost of a car that compared to my current Honda Civic. I needed a car, I did not want to pay any money out of my own pocket, and was frustrated enough that I had to arrange to work with insurance/​mechanics/​Enterprise all on my own time.
When I first arrived, the sales people were trying to get me to upgrade from the insurance company’s offer and gave me that sell… «just a couple dollars more a day». I kindly told them that I am not here for the rental car experience, I just want to be made whole from this accident and don’t want to spend any extra money while my car is being fixed in the shop. I was prepared, organized, and had all of the accident information to give them including the liable insurance company and claim # to bill to. I did not want to have to deal with getting charged and then reimbursed later so I made this effort to be clear to them upfront. Then as I was signing off on the receipt I got the «would you like to purchase rental car insurance?». I’m covered in my auto insurance, I know that I don’t need this extra cost. I politely said «no thank you» 4 times. Then the guy had the gall to question what the deductible on my insurance was and «hey, I’m not trying to freak you out here, but…» I was pretty annoyed and felt like he was treating me, as the customer, like a fool and had no idea what kind of mess I was risking. I remember leaving the Enterprise office feeling uncomfortable by the way the agent questioned my response. My gut made me feel that he was pissed that I wouldn’t let him get this sell.
After the service was completed on my Honda, the serviceman called Enterprise to pick up their vehicle from the shop so that I did not have to drive to their office. I had a feeling that these sales guys were going to try to skim that little extra something off the top as they do to make their quotas. Fortunately, the serviceman asked to confirm that I had no out-​of-​pockets due and low and behold, my gut was right, these guys charged me the extra $ 3/​day. AND… on top of that, despite me being prepared and giving them the contact for the liable insurance company and claim #, they were still planning to charge me!!! The auto serviceman had them correct them and told them that I should not have to pay anything. Why did it take another professional in the industry to correct them of their mistakes? Why did they not do it right the first time and charge the insurance company directly? Why did they think that they could get away with charging an extra $ 3 per day when I definitely declined any upgrades?
Not sure if other Enterprise establishments do this kind of business but it has definitely left an impression for future business dealings with this corporation.

I’ve used this location before and everyone is always very pleasant and professional. There’s a location closer to my home, but I prefer Pasadena for the excellent customer service. I strongly recommend this location. They are always busy so try to allow extra time for your pick up. It will be worth your time.

i recently came here to rent a vehicle because some dude rear ended my car and his insurance company was covering the expense of the rental. well let me start by saying that the staff that assisted me are very nice and assisted me with respect, with that said the insurance company of the guy who rear ended my car only wanted to cover a rental for a very small 4 door Hyundai Accent hatchback car but the car that i own is a 2012 Hyundai Genesis sedan. for those who know what that car looks like, they can clearly see that its a large sedan comparable to an E Class Mercedes. unfortunately USAA only wanted to cover a small car and well, i have a son with muscular Distrophy who uses a large wheel chair and i needed something with a large trunk like my Genesis Sedan so that i can take him to his DR. Appointments. well to make the story a bit shorter, they were able to get me into a very large Buick Enclave which had plenty of room with the 3^rd row folded down to fit my son’s wheelchair in it. i was told by the rep that they will make an adjustment so that USAA can pay the difference for the rental, well here we are today. i paid for the extra insurance coverage to make sure i would not be blamed for any scratches on the SUV and paid a total of $ 291.36 out of my pocket for 8 days of coverage which to me was quite unfair since i wouldn’t have been in this financial mess if USAA’s insured moron would have been paying attention to the road instead of his cell phone. however i thought i was done with all this mess and today i was managing my finances and seen that my credit card was charged an additional $ 86.65 because USAA «Did Not» want to pay Enterprise the difference i was told by Enterprise that would be taken care of. i NEVER Authorized Enterprise to bill my Credit Card any additional charges, nor did they even bothered to call me and talk to me about it first, i did speak to the manager today and he told me that USAA will send me a check by mail for the $ 86.65, i did tell him that the proper thing to do was to contact me first about the situation and at least allow me to reach to the insurance company instead of slapping me with a charge. the problem is not just getting the $ 86.65 back, my finance company for that credit card is also going to charge me their fee for those $ 86.65 so who the hell is gonna pay the additional fees that my credit card company is going to bill me for? this will be the first and the last time i deal with enterprise for their un-​professionalism. i will be calling my bank tomorrow and preventing this unauthorized charge from being done. i dont want to receive a check for the money from USAA months later, i want them to pay Enterprise directly as they should have done in the first place.

My car is in the shop so I went to pick up my rental at 6:00 P.M. on Monday night. The sales guy talked me into paying 15.00 a day extra for a nicer car. He says that it is on a 24 hour clock so that would be 4 days. I do the calculations in my head and decided 60.00 wouldn’t kill me. When I returned the car the guy at the desk hits me with a lot more charges. I said the guy told me it was 15.00 for 4 days. He says there are taxes. He was quoting over 100.00. I said I am not paying that and he says I have to. He then proceeds to tell me that the 24 hour clock does not work for insurance companies that he was billing for 5 days and the guy who told me that was probably new with the company. Sounds like a company problem to me. I threatened to call my insurance company, etc. and he says smugly I don’t care. Well he took it to the manager and I ended up winning if that’s what you would call it and I paid the 60.00 for 4 days and they billed the insurance company for 5. Of course I was right because a company needs to stand by what they quote but who wants to get all angry and go through that encounter because of some stubborn employee who doesn’t care about customer service or the right thing to do.

We rented a full-​sized car for our holiday drive to Florida. The first car we got was a Nissan Altima, and although I’d sat in it to make sure it was comfortable, my wife didn’t get a chance until we got home, and because she’s taller than I am, she had a different experience. We called the next day and (I think his name was) John switched it out for us, no questions asked and with out hesitation, for a Toyota Camry which was AWESOME!
We were super comfortable for the 3 weeks we had the car. We didn’t wait long, picking up OR dropping off (which is great because picking up, we had a 5-​year-​old with us). And we got a great rate. All of the employees we dealt with were kind and helpful.
Recommend!

I have used Enterprise Rent A Car for some time now. I have always had an excellent experience with them. The team in Pasadena was no exception. Very friendly and professional. I would highly recommend them

I have to say everyone is amazing at this site. Shasta and Shek both no longer at the site but were managers went over and above to help get me in the car I wanted, whenever I needed one. I will miss these guys they made you feel as if you were part of their family.

This Enterprise location has been so very Awesome! I was an hour late for my reservation the day before Thanksgiving… when I arrived the type of car I reserved was no longer available. Christian offered me a free upgrade but unfortunately it wouldn’t work for the trip I was going on. Shek the manager went over and above from there to get the car I wanted with little wait time. The entire process from beginning to end was pleasant even from my confirmation call from Ryan. Clap clap clap stellar service guys… I will forever rent from this location
Thank you!

Make sure they will actually give you ride home! They lied to me! I called beforehand to make sure they’ll take me home when I returned my rental. Told them exactly what time I’d be there and where I live, they said they’d take me home no problem long as I get there by 5:30pm. Rushed there during my super busy schedule, arrived at 4:45 pm and Ryan said NO they WON’T take me home! Made me drive all the way to the Eagle Rock location which was about to close. Unsafely rushed to the Eagle Rock location and barely made it on time. Unnecessary stress.

Hands down, the best rental car agency in the San Gabriel Valley. Their Alhambra location is also great, but usually I go to this one as it’s closer to home.
The team there exhibits the utmost in professionalism and courtesy. I won’t even consider another place to rent a car.

We got a great deal on a weekend rental and were very impressed with the overall service and cleanliness of the car. We entered all of our information online ahead of time so check out was super fast. Likewise we were able to return the vehicle, all the charges were as expected and the checkout service was prompt and professional. They even offered to give me a ride if I needed one. How definitely recommend this location and their services which were top notch.

Attempted to switch the Chevy Impala (full size) I rented from Long Beach Airport because of a tire blowout I experienced yesterday on the 110 freeway. The agent at the counter stated he had no cars for me and it would be an hour or more wait. He didn’t look at the car, my paperwork, ask me any other questions… just suggested I drive to the Main St location in Alhambra. Umm… okay? So you want me to drive this car that has a donut on it… that I had to get back on the 110 freeway from the Exposition exit I had to get off on and wait for AAA yesterday… the one I had to slowly (couldn’t go over 55 mph) drive on that donut to where I was staying near South Pasadena and then drive carefully this morning to Pasadena for a new car. So even though you have some higher class cars sitting there, ready to go… you couldn’t be bothered to try and accommodate a customer? There were no other customers in the place when I got there. When I told him I didn’t feel very comfortable driving the car in that condition he just looked at me. As I walked out I stated I didn’t feel safe and he just let me walk out! He did not come out to talk to me or even inspect the vehicle… he just let me walk out! What a man! I am appalled at the terrible customer service. I drove to Alhambra and switched the car but this car has several issues… it is completely subpar to the first car I rented. I had a rental from the Long Beach Airport back in 2013 that had a flat tire. It’s frustrating to pay good money for these vehicles and have them be unsafe or in unsatisfactory condition. What’s worse was the total lack of care or concern for my inconvenience, let alone safety on the part of the agent at this location earlier this morning!

I haven’t been able to decide what I love the most about renting a car, whether it’s:
— eating or performing other activities in the car without worrying about the resulting stains;
— refreshing my killa’ drifting skillz when I’m put in a «subcompact»;
— practicing «emergency» evasive driving techniques involving, of course, judiciously pulling the hand brake as required; or
— stunt driving like I’m on the set of Bullitt.
(Just kidding, I don’t eat in rental cars.)

Unlike many previous experiences I’ve had with renting a car (maybe because the rental order had already been submitted online), my only task was to show up at the Enterprise office and attend to the usual «sign and/​or initial here“‘s. I was even able to turn down the always offered rental car insurance coverage without the usual rigamarole of why I needed to purchase «additional insurance» that would have undoubtedly added a disproportionately large amount to the rental rate of $ 19/​day (e.g., another $ 10/​day). The rental agent probably sensed I was in a foul mood, so maybe that helped (kudos to her for being sensitive enough to sense I wasn’t there to screw around).
As satisfied as I was that the transaction consummated quickly, I was somewhat disappointed that they didn’t have more of a selection of subcompacts given that I really didn’t want to tool around town in a «ticket me red» Kia Rio (Kia calls it Signal Red) – I christened her «Rosita» pretty soon after I picked her up. Given that this Enterprise location shares its available parking space with its «luxury, premium, and sports car» rental office, I should not have been surprised.
On this particular occasion, my rental for the week (which turned into two) that was supposed to get me from points A-​to-​B while I searched for a replacement to my just sold Tesla Model wasn’t too horrible. Don’t get me wrong, in no way does the experience of driving a Rio comes close to that of driving a Model S. In addition, the entire time I had the car I felt like I was screaming: «Look at me! I’m driving around in Rosita, my ridiculously red, rented Rio!» (How’s that for alliteration?) But, even with the odometer at around 30k+ miles the car’s A/​C was surprisingly cold and, maybe because I tend to find «the fun» in most situations, I had a great time putting Rosita through its paces. Heck, this frigid mamacita and I even took down a wannabe freeway racers when I brought her along in my weekly cross-​town commute.
That minor victory felt pretty good until I realized: «Oh damn, I’ve left the turn signal on for the last 5 miles…»
Overall, a positive experience, but I’m an easy grader and I guess I’m a sucker for a mamacita in red.

We had rented several times from this place just because it is the closest one to our home. Unfortunately with each time the experience has gotten worse. The last time, a couple of weeks ago was indeed a nightmare: waited for over an hour to get a car, the staff associates are not well trained, and the managers/​supervisors are arrogant and did not want to be involved in helping us. Most of them were only busy speaking among themselves in their own language totally ignoring customers. I will not go back to this place ever! I am done with them!

Been using this branch for the last 6months or so on and off between car repairs for rentals. I have nothing bad at all to say about them, their customer service is top of the line and their cars are always looking good and running great. I use their weekend special whenever i need wheels for the weekend and it’s a deal that can’t be beat. The crew that works there are all very friendly and accomadating to my wife and I. Even at times when they are running behind or cars aren’t ready when i asked, they go out of their way to help me and sometimes even throw in a free car upgrade as a thank you which is awesome. They value their customers and you really can’t ask for more from a company.

Please, please, please, do not rent a car from this branch. This past weekend I was scheduled to pick up a car at 10am on Saturday morning. I received a call from them an hour before my pick up time to inform me that they would not be able to get me into a car at my pick up time — but to call them to make other arrangements. After calling, I was left only more upset. I was told that I was waitlists (#3 on the list), and that although they couldn’t get me into a car at that time, they’d call me back later that day to get me into one. This was a total lie. After dropping my car off at the shop, I returned home to call Enterprise and check on the status of my rental. THEY WERE CLOSED. Something that none of the 3 people I spoke to chose to relay to me, was that their office closes on Saturdays at noon, and doesn’t open again until Monday. So there I was — stranded without my personal car, or a rental. In what universe does someone need a rental at 10am on a Saturday, but can wait until Monday to get the damn car? Apparently in the universe of the South Fair Oaks Enterprise rent a car, this is perfectly acceptable customer service. To make matters worse, even on Monday they never called to check up on my reservation, try to get me into a car, or even find out if I was able to get a rental somewhere else.
TLDR; Jagweeds promised to get me into a car, and instead closed their office for two days, and then never called back. DO NOT RENT FROM THIS BRANCH.

[UPDATE: I was sent a message, public and private, by a Melissa, who wanted me to call her and offer more details. I told her my review contained tons of details. Never heard back. They just like to put public comments so other reviewers think they care. They don’t. Stay away from this place.]
This place sucks. And Jose who works there really sucks.
I go to drop off my car at a body shop a mile away from Enterprise. My appointment to drop off the car is at 9:00. I call Enterprise and ask Jose to pick me up at 9:30. He refuses. He says I have to call from there when I’m done with the paperwork and that they’ll come right over to pick me up. I told him the paperwork was already done and to pick me up at 9:30. He refuses. I tell him that I don’t want to do it his way because I know there will be some BS when I call … that they’re busy, that he’s alone in the office, that they have to pick up other people, etc. Jose says, no, that’s not gonna happen. We’ll come right over.
At around 9:25 Enterprise is called and say they’re coming right over. They are one mile away. Five minutes pass. Ten minutes pass. Fifteen minutes pass. Twenty minutes pass. They nice lady at the auto body place calls them. Enterprise tells them that they left immediately and should soon be there. Twenty five minutes pass. Thirty minutes pass. Nobody. At that point I decide I would never give my money to Enterprise.
They are liars. They play games. They don’t care about clients.
So the owner of the body shop drives me to Hertz. While driving there, the owner’s wife calls the owner to say that they didn’t come because they had other pickups to make.
No call. No apology. No nothing expect boldfaced lies.
Buyer beware here. They’ve demonstrated … especially Jose … that he’d rather lie to you and tell you something false and put you through waiting than to have an ounce of courage and tell the truth and allow you to make a decision of whether you want to wait.
It’s a sneaky, horrid way to conduct business.
Shame on them.

I rent an economy size car for one moth from here and I did compare price with other enterprise branches, they offer most competitive price and services are really good. One thing is that there are not many cars I can choose.
I hesitated to rent from here due to those bad reviews, but now I am so grateful to pick this place.
All the staffs here are so nice and helpful.

This place seems to be shady as my experience with them over the weekend and what I read on these previous reviews.
Instead of mentioning to my friend of a prior account problem on a previous rental the manager says come right in and we will set you up, once we arrived the manager didn’t even bother to look at us after his name was mentioned, he let his staff deal with us, the woman was a bit snappy and since my friend thought she really needed the car she was going to agree with the prior rental disagreement and the current rental. Totaling more then $ 500,with that money my friend could do upgrades to her vehicle and not worry about renting.
A) my friend should have worked out this situation months or maybe years ago. (not sure what that deal is)
B) establishment dealt with the situation very unprofessional.

I wouldn’t bother with places like this one, small lot, no variety plus customer service that needs to improve.

Friendly staff & quick service– helps to call ahead.
My car has seen better days and while it’s still been getting me around locally, I don’t trust it for anywhere that’s more than 50 miles away. Sucks when you like to travel and there’s so many cool places to go. So… rental car!
I’ve been to my fair share of rental car places in the area. I used to go to Avis, but their recent policy change sent me to Enterprise. As far as Enterprise goes, this was a new location (for me) and the best experience I had with them. Usually, I try to reserve rentals at least a couple days in advance — but this was a last minute trip — so here I was multitasking at the mall trying to find a car that was available NOW. After calling about 5 Enterprise locations in the area, I finally found one with a car for me to rent — plus the guy on the phone seemed really funny and nice. I told him I was on my way and found the place really close to me — just north of South Pas & the 110fwy on Fair Oaks. If you passed the BBQ place, you just missed it.
The guy, Michael, already had my paperwork started and ready to go. It was even a good car– low miles– super comfy– and lots of trunk space! They even double checked the tires for me to make sure I was good to go for my long trip. I was in the rental and out the gate within minutes.
When I came back to return the car, everything was super easy & really quick. Once again, the people there were exceptionally friendly and helpful. I feel bad that the previous reviewer had such a poor experience, but perhaps they had time since then to work out the kinks.
The only thing I didn’t like was that they close at noon on Saturdays and aren’t open on Sundays — so, if you want a car for just a Saturday, you’ll get stuck with it all weekend. Adds up.
I will definately be back though. Enterprise, thanks for saving my trip and even putting up with my dusty car in your parking lot overnight.