Enterprise Rent-A-Car

I had a far different experience than the other reviewers. My car was being serviced with a local shop that works with this enterprise location, so I agreed to use then for my rental while my car was being serviced. I had requested an SUV, they said no problem– but instead showed up with a semi– clean minivan. They offered to switch out the car the next day, and apologized. I said fine, and took the van because I had to get to work and had no choice.
Days pass, I don’t get a return phone call or get anyone to switch the car. Great service. Then I finally get the call that my car is ready, so I happily drop the minivan and take my car back. A week later I get a call from enterprise telling me that they are billing my credit card over the amount covered by my insurance because I returned the car two days later than I actually returned it. Wtf? I explained that I had returned the car on the agreed date, and could prove it because I left the country the same day I returned it. They said that they go by when the shop calls them, so I offered to conference in the repair shop on the call it resolve it. The rep said no, and said that he would just make sure my insurance company covered it. I told him that no one should pay for days that we didn’t have the vehicle, and he said that this was just the way they do things. Pretty sure that’s fraud, but whatever.
We never got a rate reduction either, which is crazy. I don’t know any agency that has the same rate for a minivan that try do for a full size SUV. Total joke.
Overall, this was a terrible experience. We rent cars frequently, and have status with other rental companies– so it is easy to compare this experience to others, and the service with them is sub-​par. I would advise against working with them, and would actually deal with a less convenient option to get a better experience.

Superior customer service. This satellite office runs with a minimal crew and yet, takes the time to check in and check out with the customer to ensure satisfaction. They are often able to pick me up for my rentals and the car is often washed and ready to drive within minutes of my arrival.

I recently had an accident and needed to leave my car for repairs at Casten Auto Body in Lake Zurich, IL and needed a rental car (See my 5 star review for Casten!) I spoke to Caitlin at Enterprise in Wauconda, IL and she was great. She arranged to have a car meet me at Castens the next day. I got to Castens a few minutes early and by the time I left them my keys the car was pulling into the drive way. The following day I received a message from Caitlin «…hi I just wanted to follow up to see how things were going with the rental car… if you have any questions please don’t hesitate to call…» When my repair was finished all I had to do was leave my keys at Castens and THEY made arrangements for the pick up of the rental car. I thought all of this was just to good to be true so I called Enterprise the following day just to ensure that they got the car back and everything was ok. I spoke with Brett and he said «…we picked up the car today… how was your whole rental experience?» It was better than I expected!