Enterprise Rent-A-Car

Note: my review is based solely on coming in for a quick edition to my rental service.
Service: Granted I only came here to add drivers into my rental car, but the wait was minimal. There were a few people waiting to get rentals though, with only one staffer at the counter and one person bringing customers to the rentals.
Overall, my experience here was quick and easy. I’ve been to several Enterprises where they were obviously understaffed and the wait was long. For being a Monday morning after a holiday, this location seemed to perform as expected.

Had an easy time making a reservation and was able to pick up the car right after I got off work. There were a few people coming in and out and Josh was taking care of just about everyone. I’m guessing these negative reviews must be old because the service I got today was outstanding. I was helped quickly and shown my options to choose from (which was more than I had expected). He even made sure to get it washed before i signed the paper work and got the keys. This location was definitely better than the Pasadena one I had visited before (although this was some years ago). I will definitely recommend this location and Josh to my friends and family.

service here is excellent, extremely friendly and helpful staff. I was greeted and helped by Edward, he was just fantastic throughout the process. he really went beyond my expectations in getting my car ready for me. overall great experience, will recommended to any family and friend to come here for rental car.

Everyone was awesome. Very friendly and quick.
It was a last minute rental need. They had me in and out and on the road without any hassles. I Had to keep it an extra day and did so right over the phone with no problem. Avant even dropped me and my son home after returning the car, Saving us from waiting in the rain. Highly recommend them.

Car wasn’t washed or ready for me when I came to pick up. Reps have a «nothing we can do» attitude, not very resolution focused. One of the worst enterprise locations I’ve experienced.
When explained frustrations to manager, not even an acknowledgment. Keep your service level expectations very low…

Giving them a one is considered being nice. It is the staffs at this Enterprise location that lack pretense. They claimed that I left a scratch on their rental car when the the female representative Erica never followed proper procedure of the inspection of the car when I first received it. And cleared the car as scratch-​free. It wasn’t until I got home in clearer view that I saw scratches after receiving the rental car.
Now, they’re claiming that I caused the scratch and the car bumper had to be taken to repair. Like seriously?
In our conversation, the general manager was rude and just kept putting all the blame on us and why were we «arguing» back. Talk about lack of customer service.
Apparently, they have filed a report and have taken the car for repair.
I would like to speak with the regional manager to address this matter promptly.
I am definitely not coming back to Enterprise for my car rentals. If I have to put up with this nonsense, I might as well go do my business elsewhere.

My car went into the shop so I rented a SUV to take my kids on a Spring Break camping trip. I rented a Toyota RAV4 on March of 2015. When I was doing the vehicle inspection with the agent he was busy trying to sell me an upgrade on the vehicle next to mine. I did not have my full attention on this inspection. Here’s where the issue is… BUYER BEWARE! Take pictures of the vehicle as you are doing this inspection! There were no notations of dents or scratches. Of course inside the office I was given the «hard sell» on additional insurance I could purchase. I declined since I have a separate policy through American Express. When I returned the vehicle they pointed out a scratch, I told them it was not mine and that it had to have been there before. I spoke to the Branch Manager at the time. The conversation was not up for discussion by Enterprise regional office. The single most important concern they had was the amount of deductible on my auto insurance policy. I told them it was $ 500.00 They charged my card the price of the rental and $ 500.00. They had me sign 3 pages of a «Vehicle Accident Report» I made a notation on each page *Not aware of scratch” and «Disputing Damage». I was contacted 22 days later by Tracy Westbrooks from Enterprise Corporate Damage Recovery Dept. I explained the entire story and she was WONDERFUL! She researched the claim more in depth with the regional office and discovered the scratch was preexisting!!! I was issued a credit to my American Express.
Had I not been vigilant I would have ended up paying for damage that someone else already paid for. Sadly.
I do want to state that I have rented from Enterprise various locations many many times in the past 15 years and have never had an issue.

Update from bottom review:
— just returned the car
— was once again greeted warmly by available office staff
— had no issues with pre rental damages
— overall: this is definitely going to be our go to rental car company. They have amazing customer service and the lot always seems to have some cars. 5 stars and will be returning/​recommending this location to everyone.

UPDATE: So it turned out everything had been accounted for and I wasn’t charged for the internal damages that had been present prior to my renting of the vehicle. Also, most of the scratches that were present on the outside had actually just been dirt (the car was dirty when I first rented it — it hadn’t been washed and I was in a hurry at the time). When I washed the car, it was very easy to remove.
As for the interior, the funky smell lasted throughout the 3 weeks of rent but started to air out over time. An Enterprise representative had given me a courtesy call and told me I could change to another car if I would like with no problem, which was nice. I was personally just lazy to do so, so that one’s on me.
Everything else pretty much went smoothly when it came to returns.
— — — — — — — — — –
This is an introductory review, which will be updated over the course of the rental until my own car is repaired. The current 3-​star rating is more of a neutral rating.
I decided not to go for insurance coverage from Enterprise simply because it would be a LOT of money so just to make sure, we had a walk-​around. There were some scuffs and scratches around certain areas of the car and the representative helping me (Erica) explained that they were not considered a problem. She also gave me an evaluator tool to measure if the damage would be considered as such. Her attitude though was one of annoyance. Quite understandable since everything we needed to know was on the evaluator, I just didn’t know the full details.
Just to be safe (because I’ve had a friend had to deal with paying for damage costs that was already there before it rented his car), I recorded a video to capture any damage that was already present that was considered not a problem.
The interior of the car smells a bit funky and there are scratches in certain areas like the glove box before I rented, which is documented in my video.
I’ll be updating this review again when it comes to returning the car and any interactions with this Enterprise branch.

Car in shop so needed a ride for 2 days. Enterprise was close to home. Hotwire had fairly good deal. I went ahead and purchased offered $ 9/​day insurance while renting car on Hotwire. Walked over gave my info at counter. Thought kinda strange not asked to sign anything. Not only was weather beating down outside but Guy who took me to choose between 2 compact cars attempted Strong Arm. Told me my Hotwire insurance wasn’t recognized by them. Because it’s a Third Party. Wanted to know what my Collision deductible was and stated they’d be putting hold for that amount on my card. So there I was standing outside in blazing sun being told to produce my car insurance policy. Thank God was able to pull up policy on my phone! All while he’s yammering away telling me I need to cancel $ 9/​day policy and agree to Enterprises $ 23.95/ day policy instead — to protect myself. When I complained on returning car told that’s their policy! Hello State Farm is a 3^rd Party too!!! Guy pointed out large area where paint was scrapped off front passenger bumper but refused to write it down on rental contract — stated he wouldn’t write down ANYTHING about existing damage. I could take a picture if I wanted. I did, that’s his shoe! I’m short and said I needed seat elevated but manual seats. Lady who gave me a ride home showed me how to ratchet up seat by hand. Guy had said he’d raise seat but just moved it back and forth. Sure her visibility was much lbetter than mine. Lady gave me free upgrade card to Full size car ‘with my next rental’. Guess they didn’t understand I was so Unimpressed Will Not be renting from them again! Here’s Free Tip: piss off customer take $ off bill. Free card for future purchase is worthless in this situation.

They called me saying that I had turned in my rental (from insurance) 3 days late and I would be charged for it. I spoke to my insurance and asked them to work it out with Enterprise. Erica gave me a call back to tell me that I no longer owed anything. Great!!!

Yup. Methinks not. Definitely give this Enterprise a miss. The branch manager is awesome. But besides him everybody else here is pretty mediocre. There is one man in particular, I don’t have his name but he’s the only bald one there, who is atrocious.
We have been going to this Enterprise for over 2 years, know all of the employees, and are normally treated well. However, this last time we went to get a rental {because my husband had been rear-​ended and we needed a rental} was just miserable. Worst experience of my life.
First of all, my husband goes to pick up the rental which is covered by the other guy’s insurance. We knew it was. We confirmed it was. Our insurance confirmed that it was. And the bald man insisted to my husband that it wasn’t, until finally he realized he was wrong and told my husband «oh yeah, I see here it is». Great.
With Enterprise we normally have a wonderful car, it’s beautiful, clean, so nice. This time, we got a car that REAKED of cigarette smoke. Every time we had to get in it you could smell the smoke. It was horrible. What kind of a rental company rents out a «non-​smoking» car that has been smoked in? They knew it smelled too because they had a stupid no-​smoking sign in the car, like that would help or something. Thanks for clarifying it was SUPPOSED to be a non-​smoking car, but renting it out to us full of musty cigarette smoke anyways. Appreciate it guys.
Then today we go to return the car and of course the bald man is helping us. He always just has this attitude about him. Anyways, so he’s helping us, and goes «so it looks like there was quite a bit of difference in gas that was in the car when it was returned, did you guys not want to fill it up?» Their policy is when a car is returned with less gas they charge you $ 6/​gallon to refill it. That’s fine. But tell me THAT. Don’t get sassy and rude and talk down to me like I am a child. I am a grown woman and don’t need to be humored. Give me the facts, and give me my options, then let’s deal with it from there.
I was annoyed, but tried to make a joke to diffuse it by saying «well the insurance is covering our car rental for once, so we didn’t bother». He laughed then goes, «well actually, they are only covering your daily rate, not gas or insurance». I’m sorry, I don’t know how many car accidents he’s been in, but when it’s explicitly not our fault I am not paying a dime. I wouldn’t have needed the rental had it not been for the man hitting my husband, so I am not paying for it, he is.
After all of this, and the revolting smelling car, we still owed them $ 150 out of pocket. Which, frankly, is BS. Worst rental experience of my life and we — after years of loyal service — will never be returning to Enterprise.

Enterprise Internet dept contacted me, and was supposed to put me thru san gabriel branch manager. I got vm from the manager wanting to discuss the concern. I called back left message, but never heard from the regional manager. So much for customer service emphasis.
I haven’t been back to Enterprise for rental, probably not in near future due to the bad service at san gabriel branch. Families and friends have moved to Hertz. Ps: tell Hertz enterprise price, and they will adjust their price to match :)

I have rented from this location one to two times every year for a long time. I have been disappointed by the front end work done to get me the car reserved weeks in a advance on-​line. However, the management does try to work with you and get you into vehicle to satisfy you. The problem is I have to then pay for a larger car’s poorer mileage and then leave that greater footprint due to the ‘upgrade’. The cars are always clean and nice, but their limited inventory is a downside of their business plan.
Management does it’s best to satisfy the customer and that goes a long way toward the 4 stars I give this review.

Average rental car experience. Nothing really stood out as excellent or terrible. The staff was pretty friendly which was nice.
The actual car I got was in good condition as well.

I would give them zero starts if I could. They billed my insurance company for my deductible, citing a dent (which isn’t there), without even looking at the car’s history.
The general manager was pushy and rude, he forced every part of our conversation into a he-​said-​she-​said irreconcilable end.
«What if we don’t agree there’s a dent… I don’t see a dent»
«You don’t have to see a dent», he replies «I say there’s a dent.»
Is this the kind of service you want? No. Go to another company for your rentals.
These people are thrives with no pretense.

Great customer service and very friendly.
Always willing to help you out with the cars you need.
I definitely recommend this company and will definitely rent again!

Came here because my car was at a shop nearby for repairs. There was a lot of employees there so I didn’t have to wait long to get service either. The service at first was great and everyone was very professional. They offered me 3 cars to choose from as well which was nice. When I returned the car, the girl was nice, quick, gave me my printout and drove me back to the car shop. Done! Love that.
Now why I gave it 3 stars. Actually this part of the service was so intimidating and manipulating I had to drop 2 stars. I wanted to give him benefit of the doubt and to understand he was probably just trying to do his job but this is usually the one of the problems with rental car places.
Due to circumstances, my car shop decided to pay for my rental car until my car was done. With that said, I really shouldn’t have to pay anything. The guy who helped me was nice but quite manipulative and pushy at the same time if you ask me. He kept pushing me to buy the basic or this max insurance coverage thing. I told him I don’t need to nor do I want to pay for anything.
Of course he tried to push why I needed to. So with the going back and forth, I decided to call my husband and have him talk to him. My husband said don’t get anything addition but what it is. When I hung up with my husband, the first thing the guy said was, «ok, so at least the basic, right?» I told him, «No». My husband said nothing, so why, basic?” By that comment, he tried to manipulate me. Then he becomes pushy and throws a guilt on me with…“Well I thought you just wanted me to give info to your husband, not have him decide for you. Its your policy, not his. If anything happens, its your fault.” I’m like, «and I want nothing else but what it is and to decline everything your offering me.»
Seriously?! I wanted to add, «and that is none of your business and I don’t know what kind of relationship with his gf or wife but there is obviously some major trust issues!» and obviously… I personally don’t trust him anymore with the way he has been talking to me.“
Basically…my rating is for that one employee. Everyone else in there (the 2 other girls who helped me when I returned the car) were very nice. So I am not speaking for the whole place. I don’t want to list a name as i believe people can improve themselves if HE ever reads this.
Note to employees: NEVER PUSH customers to get insurance. You can explain but don’t start pushing as that is bad business. Like when I shop for cars. Give me all the info, the numbers etc. and the choice is the customers, not yours. Not «So when do you want to start paperwork or don’t you want a happy wife or you can afford it, blah blah.» BIG NO NO!

100% Satisfied… that’s the only feedback they are willing to accept here. I rent a lot of cars when I travel and occasionally even grab a rental for a business trip to Vegas or even something as local as San Diego. When it’s so affordable, why not?
I remember in the beginning, our relationship started off a little shaky. I rented a car and expected it to be ready the same day. I arrived at the time I had scheduled my reservation and was surprised as I was told that there were no cars, ANYWHERE! They have cars being returned throughout the day, so I could wait for it… but I wanted it NOW. They told me if I had reserved the car 24 hours in advance, they would have had a car for me. Looking back, it makes a lot of sense (although it would be nice if the website’s reservations system could give better warnings, have a better gauge of real time inventory, et cetera). I’ve been spoiled by airports and their huge rental lots with scores of cars to choose from.
I decided to give them another chance. I booked my car a day or two in advance and when I arrived, not only did the staff recognize me, but my car was ready. In fact, since that first time, there has always been a car for me. Heck, there are often even upgrade options. On top of all that, this is Enterprise, and just like those commercials say, the’ll «pick you up». A full-​service solution, and without having to pay those lame airport taxes and facility fees.
At this point, I’ve probably rented from this ERAC 5 times over the last 3 months. I’m 100% Satisfied.
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Notes:
* I imagine most of their customers are there because their car is getting repaired after an accident, but local rental spots like this are a nice alternative to putting those miles on YOUR car.
* Part of the Drive Alliance, you can use Enterprise or National Car Rental’s loyalty programs.
* Cars usually have half a tank of gas… return it that way and everyone is happy =)

Amazing customer service!
Everyone here is very, i mean super very nice! All smiles and very detailed.
Its quick and painless –pick a car, get a free smile and thats that!
Erick was the guy that helped us out and i completely recommend this guy– full of knowledge and helpful!
He helped me picked out the perfect ride that can fit 6 people comfortably for a 7.5hr drive to Lake Tahoe!
Thanks once again to Erick!