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February 2024 by Patty Rowland
I reserved a compact car on a specific date. I got to the location (Rt. 1, Laurel, Md) and there were no cars. They had an electric SUV that I rented because I didn't want to wait several hours (their words) for a compact. The salesperson told me that I was 100% responsible for the rental bill. I told him that my insurance company was to pay 80%. I turned the car into my repair shop and Enterprise called a week later asking when I turn the car in. I was called again to be told they were going to close out my rental. I asked what my bill was and they said $224. I asked why because my insurance company pays 80% of my rental car. They said they didn't have an insurance claim to go from, so I was responsible for 100%. I contacted my insurance company and they asked me to forward them a copy of my bill. I hadn't received the email copy of the bill promised, so I contacted Enterprise and they told me they found my insurance company reservation, so (as I told them twice), I only owed 20% of the bill. They charged my credit card the full amount, but was very quick to credit back the overcharged amount, which I appreciated because I didn't want to fight with them to get my money back. I normally don't have a problem with Enterprise, but this one was not a pleasant experience. I will rent from them, only because of convenience, but I will make sure I leave their site with them having my insurance claim electronically in hand.
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February 2024 by Mirandy Forde
I'd really like to give ZERO stars but that isn't possible...I reserved Midsize SUV online on October 15th for pickup on October 25th at 2:30 pm from the Laurel location for drop off at JFK the next morning. I received confirmation on the website after completing the reservation, as well as a confirmation email. On October 23rd, I received a phone call from my father stating Enterprise had called HIM to confirm my reservation for the 25th. I am still unsure why your employees called my father because neither his name nor number was included in the reservation information. Nonetheless, he provided them my phone number and told them to call me because he wasn't sure if I had reserved anything. I never received a confirmation phone call, or any other call from Enterprise thereafter.On October 25th, while en route to your Baltimore Avenue location, I called ahead to inform them that I was on my way but running a little late. After being placed on hold for almost an hour, I was then informed that the vehicle I had reserved was not available, and all they had was a pick-up truck. I was baffled upon hearing this because I RESERVED this vehicle 10 days prior, how is it no longer available? The gentleman on the phone then says "We tried calling you yesterday to tell you". This was not true because not only did I have ZERO missed calls from Enterprise, I didn't have ANY incoming calls since my father called me on the 23rd to inform me that Enterprise had called him. I tell the gentleman on the phone this and he says "Really? Let me see... yeah I see it right here, we called you around 2pm yesterday and left a message." At this point, I knew for sure either he or whomever supposedly called me was not being truthful because my voicemail box was full so NO ONE can leave me a message, not even my father whose call I initially missed on the 23rd! I was then told by the gentleman that my only option at this point was to call other Enterprise locations to see if they have the vehicle I needed. At this point, it's after 4 pm. Needless to say, not one single Enterprise location had the vehicle I need available on such short notice. This was a major inconvenience, as I was forced to scramble at the very last minute to find a vehicle that I could not only drive, but would also be able to accommodate my luggage. In the end, I was forced to use my own vehicle or I would miss my 7 am flight in New York.It is reasonable to believe that making a reservation ahead of time ensures availability of the item being reserved. As you can see, not having my reservation honored was very upsetting and stressful. The poor quality of service I received from start to finish only worsened the situation and was highly unacceptable. Not only have I and members of my family been long term customers of Enterprise, I once worked for this company and this experience brings me shame to even mention that.I have emailed corporate about this 3 times since the occurrence with no response.
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February 2024 by Keith Hannah
I take my 5 stars back from Kenneth in Laurel. He has proven to be disingenuous. He didn’t give me a credit. He only have me my $300 deposit back and left me a voicemail saying he gave me a credit and I should give him a good review. In other words he was soliciting a good review while deceiving me. I just spoke with him about it and he says he didn’t promise me anything. I have always been respected at Enterprise for the past 20 years of renting. Kenneth should’ve said he made a mistake and corrected it instead of disrespecting his customer. I would still recommend Enterprise but not KennethI had rented a car that had lots of issues and Kenneth didn’t hesitate to make things right. He saw to it that I got a better car. His service was prompt, courteous, and professional. Thanks again.
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February 2024 by milton mooya
The manager is well spoken and respectful, he was willing to work with me on my rental. Very professional as well.
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February 2024 by Sydney C.
I had a really positive experience using Enterprise in Laurel. Kenneth explained all options to me and was exceptionally helpful in facilitating my rental while my car was being serviced. Would recommend for anyone in the area needing a rental.
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February 2024 by Dennis Ramos
Excellent service and kindness from Kenneth, thank you!
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February 2024 by philip mathew
Excellent customer service, Kenneth took good care of me
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January 2024 by Denzel Harris
I had a very good experience at this Enterprise location. I made a reservation about 3 days earlier, and on the day of pickup, everything went smoothly. I have to shout out Shakira and Victor. They were the 2 people that helped me while I was there and they couldn't have been any nicer to me! Also, the rental was VERY clean, which I can't say for all rental car locations. Overall, if I ever needed to rent a vehicle again, I would 100% come back to this location
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January 2024 by Tyrone International Traveler Davis
If I could give 10 stars for the over the top customer service.The manager(Skackera)upgraded me to a Nissan Tatian all white . Got me wanting to buy one.To Justin who took time to make sure I was well versed on the inner working of the Nissan Tatian. Completed the walk-around made sure I was aware of all the old damages, and explaining the requirements for any new damages. I will definitely continue to do business with enterprise.
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January 2024 by Lucia Coleman
So glad your staff was able to help when my pov. Was being repaired. The car was clean on the inside expect the window were dirt on the inside and a good car wash would have help...the staff was very customer friendly.
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January 2024 by Nevik
5 stars for Branch Manager Shackerah Scale! Very busy location, the store was packed when I picked up & dropped off and she was cooler than the other side of the pillow, managing the business. She was very professional, helpful and curious. She and her staff were great. Thank you! I definitely recommend. Thank you.
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January 2024 by Lisa Kaiser
This branch consistently offers prompt, professional and courteous service. Vehicles are always clean and in great condition.
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January 2024 by Seelan A
The pickup was efficient and easy. And Liam at the drop-off at ORD made it a breeze. He was friendly and helpful.
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January 2024 by CR SB
I think his name is Victor but he was awesome!!
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December 2023 by Linda Mbassa
Got this rental from my insurance, Was getting my car fixed at a nearby shop and the Enterprise store was just right there, walking distance. It was busy but I’d been warned the day before it might be so I didn’t mind waiting. However, the car was so dirty it gave me extreme anxiety, and it was on empty. There was throw up on the inside side of the seat belt — I touched it while putting it on and that was just foul. There was a Clorox wipe conveniently put there by Enterprise, which begs the question why they couldn’t just clean it. Gross. Never received a rental in this state, and while the staff upon drop off addressed this, this is a no. Will not willingly go rent there on my own dime.
