Enterprise Rent-A-Car

Their management trainee charged my credit card without providing any paperwork while I was on the run. When I found this out, his supervisor explained why it is perfectly OK. I had to go to their place to sort things out. Beware of these smart guys!

These guys are always nice and polite no matter how crazy busy it is. I’ve made last minute reservations and was accommodated with no problem. They’ll do everything they can to get you out of there as quickly as possible. They don’t have the rapid check in that other car rental places have for their club members, but they have good rental prices, and it has never been more than a 15 minute wait for them to check me in.

We went there on a Sunday morning around the 11:00 opening time. There were a few customers ahead of us, and three employees working the front desk. We were in and out in about 15 minutes and didn’t have to wait for a vehicle. I don’t know if it makes any difference that our insurance company contacted them, so they were expecting us. The employees were very professional and friendly. The only negative is rather minor: they don’t appear to own a broom or vacuum. The floor was very dirty, and there was a lot of trash and other debris just outside the entrance.

As a long time customer of Enterprise Rent-​A-​Car before this location was in existence, I only give this rating because of the constant professional mannerism and behavior of the staff at this location, even though I have noticed change in staff quite a bit. I have always had great experience on that behalf but the wait time for a vehicle (that I already have a reservation for) is utterly ridiculous! I have rented and have been renting from this location for over a couple of years now on a regular basis and Enterprise you have got to do better and STOP under staffing this location. Enterprise Headquarter/​Regional office has have to had noticed the spike in business at this location. You need to be more knowledgeable and considerable to your staff and as a company of your stature you should know better as to when there is a slow period when you can use less staff and when its going to be crazy busy, like weekends and Holidays… Duh thats a NO brainer! Please hire more help for this location or I will be forced to take my business else where in the future. Be more considerate to your staff its only but so much they can do!

The worst! I only come here because I live around the corner and the location is convenient. Having a reservation for a particular time means nothing. Well — actually it means that your reserved car will be here in 2 hours because is on its way over from Gaithersburg. This is a routine occurrence that happens on Friday afternoons or before holidays. They are always ill prepared to handle any sort of crowd.

Called this location two different times and was on hold for 10+ minutes each time so that Kickstarted my frustrating experience. My reservation was originally scheduled for 2:30pm so I was calling to see if I could pick up a few hours earlier. Was told that wouldn’t be a problem but because it was a Friday, I should expect a bit of a wait. An hour late I’m JUST being seen at the counter only to be told «be patient, it’ll be another 20 minutes or so.» I guess my 1.5 hours of waiting doesn’t warrant me becoming impatient. Who knew?
I’ve rented from other Enterprise locations in the past but don’t think I’ll ever be back to Silver Spring if I can help it

Over many, many years of car ownership, I have rented cars when I have not had complete confidence in my own vehicle. I have rented from National Airport, Union Station and several neighborhood locations. I have learned a lot from this process about how the car rental industry works. I especially like the Silver Spring Enterprise location because I am one Metro stop away and my walking distances at each end are very short. I have found the staff at Silver Spring to be very professional, thoughtful and helpful. I have watched how they work and how they handle a lot of different types of activity, including the limitations of their site, which has very limited parking and neighboring businesses that may call tow trucks. I know that Fridays and Mondays tend to have the highest concentrated usage because of weekend rentals and returns. So, I avoid Mondays and Fridays when I can. I also have learned that inventory at smaller sites is affected by cars being returned or moved from other locations. As many cars as National Airport has, I have had to wait for a SUV there.
On my most recent car rental from Enterprise on Georgia Avenue (Silver Spring), on a Monday (could not be avoided), my reservation was for a mid-​size SUV. The vehicle that was available was larger than what I was comfortable with. Two of the ladies, including the manager, remembered that I was the woman who did not like large SUVs and assured me they would find one that would work for me. They did, and I had a vehicle within 30 minutes or so. On a previous rental from this same location, it was pointed out to me that my 5-​day reservation was priced at a weekly rental and that I could keep the car for a full week without additional cost. The extra days afforded me greater flexibility and made it easier for me to return the vehicle on time. Now, if I am not doing three days or less, I go for the full week.
I have overheard conversations where, after rules and limitations were explained, persons were given accommodation in the name of customer service. These staff members work very hard in a job that cannot be very easy when you have a lot of moving parts and a multitude of personalities. I appreciate and applaud the professionalism that I have seen here and benefited from multiple times.
Brenda D

I had a great experience at this Enterprise location. The staff was helpful, courteous and responsive and I was able to get a great daily and weekly rate. I wouldn’t hesitate to use this Enterprise location again.

The prices are usually better with Enterprise. Not too much to say about the service. Fast and efficient like it should be. I’d recommend to as friend.

I found out the hard way that this location is very busy on Monday mornings. I had to wait two hours to get the car I had reserved earlier through the 800 number. They acted like I should have known it was always busy on Monday mornings. Really? How was I supposed to know? When I spoke to Enterprise on the phone, they didn’t say anything about it.
The manager and the staff were very polite and professional. But they are seriously understaffed. If you’re always overwhelmed on Monday mornings, then assign more staff to help out on Monday mornings! I suggested that to them but they were pretty complacent about the situation.

I have had other great Enterprise experiences over here but not at this location, which I can’t recommend — at least at 6 pm on a Friday. I do understand that this is a busier time than normal but the nightmare I walked into last Friday was so awful… The entire place was packed with people waiting for cars, and I signed in at number 12 on a list. I waited. Nothing was happening. A very irate man was at the desk, unhappy about may things, and the person working there just kept assuring him they would take care of everything. Yes, this too. Yes, this too. Ugh. I asked the woman next to me if she had been waiting long and she told me she’d been there earlier, waited two hours for a car, and then it broke down — luckily before she was on the highway, so she was back and waiting again. No thank you! Way understaffed and stressful. I gave up after waiting for awhile and rented elsewhere.

I would give this place 0 stars if I could. Waited 15 minutes to be seen which was a total waste of my time. I needed a van or suv going one way to NY. First, the guy who called us up immediately bluntly said «no we have none». Then I said it wasn’t for today it’s for the following week and for going one way. He said he couldn’t help us and wanted us to call some bogus number to call that didn’t even work. Before giving us the number he called someone and I over heard him say something negative an unprofessional about me and my parents. We immediate left and went across the street to Hertz who were much more friendly and professional and got done in 10 minutes. I would recommend anyone to go to hertz instead. Don’t waste your time being treated bad!

This place is not organized. They say something different when u called and they say another when you go in person. Customer service is the worst specially over the phone, it’s like they don’t know each other, I recommend to go in person rather than making a call and fed wrong info. I never gave 1 star to any place but this place deserves it.!!

A very professional staff and considerate too. I reserved my car online and expected to be picked up on Sunday, Father’s Day. Unfortunately, I was told by the manager that the only individual to give rides was off in observance of Father’s Day, not good for me but a happy Father’s Day for him. At first I was annoyed at the inconvenience but after reflecting on this I am glad that there is a company that recognizes that their employees are human and the management treats them with sensitivity. I am a teacher so I know what it’s like to have a demanding job and have to be available for everyone else’s family but your own. This office is the only one open on Sunday near me and I am very grateful for that. I highly recommend this office.
Anne B

Fantastic service! Very flexible also — they let me keep the car for a few extra hours past my delivery time due to problems i had. Really satisfied with the kind staff and very SWEETTT car! Will def rent again from them. Price was also the best compared to all other rental services. Five thumbs up!

Despite the recent bad reviews, I rented from this location twice this past month. There were mishaps both times, but the service representatives were able to address and make sure that I left a satisfied customer. The location seems to be understaffed, which puts a strain on the reliability of the pick up service (where both times, they didn’t have car/​person available to pick me up) as well as the service at the desk. Hopefully this would be remedied soon, because for the most part, the people that work there are very courteous.

TERRIBLE CUSTOMER SERVICE!
I have never written a Unilocal review, but people need to know not to go here. Where do I start? First of all, they gave me a damaged vehicle on empty. I made sure that was noted, and the Enterprise employee said it was fine — just bring it back on empty. Then when I tried to return the car, they treated me like I was the one who damaged the car, even though the damage was noted on the original lease agreement. They said, «Well, you should never have been given that car… We have to open an investigation.» Like it was my fault! Also, they (Leah, the manager) tried to charge me for bringing back the car on empty! Again, it was noted on the lease agreement that it was given to me on empty, and I showed them that.
Then, even though the insurance company for the car that hit me told Enterprise repeatedly that they were covering the total cost of the rental, they still charged me over $ 250 for days that «weren’t covered» and I had to get that resolved. It took me 30 minutes of being on hold to speak with someone about this.
Finally, I received 2 parking tickets in DC that I disputed. Enterprise sent me a bill for the tickets, which makes sense. I called them and they said they could not help me — I’d have to talk to the DC Treasurer. So I explained the situation to the DC Treasurer’s office and they said that Enterprise should not pay the tickets because they are under review, and doing so will revoke my right to contest the tickets. Enterprise refuses to wait until a decision has been made by the online adjudication system, so even though I had already taken action to address the tickets and have proof that the tickets were given to me in error, I am stuck paying $ 110 plus their «administration fee.»

While they usually offer lower than average rates compared to other locations in the DC area, they often have a line, unreliable customer service, and cars that don’t correspond with one’s reservation. This is the only location among four others in the area at which I’ve had problems of this sort. Generally, Enterprise is quite good and for that reason I have been a loyal customer for over five years.

Given that I live in downtown Silver Spring without a car, this place is very convenient when I do need a rental. Their hours can be a little bit of a pain, but it’s much easier than going all the way to Union Station and cheaper than getting a Zipcar depending on where you’re going. They get very busy, so I’d definitely get there 20 – 30 mins before your reservation. I’m sure I’ll be using them again in the near future!

Terrible service and attitudes from the staff. Waited there for 30 mins even because there was only one person at the counter. Be sure you read the fine print of your rental agreement because they breeze right through it and do not verbally go through all the fine print, like which states you are allowed to drive to.
Avoid at all costs.