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February 2024 by dhiren ponduri
Went to this location and waited for 7 minutes and no one came out to assist, the representative kept working inside on the computer.. after calling out, he tells me that no cars are available and provided an estimate of 1 hr to have a car available. I would expect the company to notify me if no cars were available so I can look for another company to get the car and not waste time waiting at the location.. bad customer service
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December 2023 by B Flores
Wonderful experience. Chanese a pleasure to work with:)
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November 2023 by shaghaiegh shabaanian
They called me 30 minutes prior to pick up, 3 days after reservation, to say they dont have any car.
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November 2023 by Kerry Awn
Says they are open at 8AM on Monday. No one is here and the store is closed. I have been waiting for someone to show up for 15 minutes.
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October 2023 by Melissa Rolston
The poorest customer service experience I ever had with a Enterprise location. Had a confirmed reservation made by my Insurance company. I called this location numerous time to confirm that the rental would be ready for me to pick up. This location does not answer customer calls. I Uber to the branch to find front desk girls unwilling to assist me with my reservation. They did not have a car available for me. They would not assist in finding me a car at a different enterprise location.
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October 2023 by Yoga G.
Went in to pick up a car I had reserved and there was no car available. The only employee there (who was also washing cars, meaning I waited 25 minutes before I was even told I didn't have a car) was extremely unapologetic and said that I should have called her directly to confirm my reservation, even though I had an email confirmation. She claimed my confirmation number was just a confirmation of a "request for a reservation" and not a confirmation of my reservation. What? I guess her company isn't familiar with that process either because that's NOT what the confirmation I received said. There were 3 other customers in the office at that time in the same situation. Why take reservations for cars you don't have? (Enterprise said they could probably have a car for me in a WEEK. Went to Hertz and got a car immediately from a very helpful, fully staffed office.)
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October 2023 by Tyffany Hermann
BEWARE! I recently reserved a car from Enterprise for my son, initially for one week. When we realized he would need it longer than expected, I called customer service to extend the reservation and was quoted significantly more than I paid for the first week. The rep. said there were extra fees for an extension and offered to extend it 4 days instead of another full week. I chose the 4-day extension, which meant it was due to be returned the following Saturday. Prior to the scheduled return time on Saturday, I had an email from Enterprise asking me to confirm the return or modify the reservation. When I attempted to confirm the return, I was taken to a webpage showing the Austin Arboretum location (where the car was picked up and scheduled to be returned) is closed on weekends and does not accept after-hour returns, so I called customer service to find out where we were supposed to return the car. Customer Service stated there are no other locations in Austin open on Saturday afternoons, and the car would not be considered “returned” until someone sees it, which wouldn’t be until Monday. When I asked if I would be charged for 2 extra days, the answer was yes. Even after speaking with a manager, they took no responsibility for the fact that they booked the reservation until Saturday at 4pm and never told me we wouldn’t be able to return it until Monday. Their response was, “the best I can tell you is to take it back on Monday and see if you can work out a deal with them”. We both work during the week, so having to change plans to drop-off on Monday was inconvenient enough without the extra charges. We drove to the Austin Arboretum branch on Saturday anyway, just to make sure we weren’t missing something. A sign on their door read “Key Drop Boxes are temporarily unavailable”. I don’t know if Customer Service was fully responsible for the mistake by booking the return on a Saturday, or if it was the branch’s fault for failing to notify Customer Service they couldn’t take after-hour returns. Either way, we should not have to “work out a deal” to avoid being charged extra due to a mistake made by Enterprise, and they both failed to resolve the problem. When my son returned the car on Monday, the best “deal” they agreed to give him was to charge only one extra day instead of two. I never received a receipt showing breakdown of the actual final charge on my credit card, even though I received an itemized receipt by email for the original reservation. I tried calling the branch today, but after holding for almost 15 minutes, an automated message stated the call could not be transferred and advised me to try my call again later. I do not see how an established corporate chain can operate like this and continue doing business, but apparently they do. I won’t be doing business with them again though.
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September 2023 by Nate Stalzer
The employees were very nice.Lack of a dropbox is really disappointing. Someone coming back Saturday can't drop it off until Monday? Even worse, Monday is a holiday, which means 3 extra days of paying for a rental car when I don't need it.
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August 2023 by Devin O.
3 phone calls to make sure I could pick up my rental car, and that their wouldn't be any issues. 3 times I was assured by enterprise that I would have an economy car, and in the morning I was promised a Toyota, get there for the appointment they only had upgraded cars that my insurance wasn't gonna cover. Needless to say I was annoyed and had to spend the time trying to reach my insurance agent, but the girl behind the counter came out and did some dancing to get me into a car today. Sadly the things AC barley works, and it's 107 out.... I appreciate the effort for the employee but still infuriating that this always happens with enterprise. If you make a reservation, keep it! Don't pass out cars to others!
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July 2023 by Amrit Sandhu
Rented a car for a month. Immediately noticed one of the tires was low on air, like a puncture low. I told the manager about it, and she took it to fill up at a nearby station. I asked her straight up if I'd be on the hook if the tire trouble continued - she told me not to worry, tires are a "consumable". I trusted her, and off I went.Barely two days later, that tire was flat again. I ended up at Costco, filling it up myself. Two days later? Same problem. After a week, I call the manager again, hoping for a solution - but no dice. She had no spare cars, so I was stuck with the flat-prone one.The story doesn't get better. I'm refilling this tire every three days for the next couple of weeks. I called the manager two more times! Same response.Then, in week four- the tire burst while I was driving, causing a minor accident. Guess what? Enterprise now says they won't cover any damages, including the tow! And as if that's not bad enough, they're slapping on charges for "diminished value" and "lost revenue". Seriously?I've been on the phone with support so many times I've lost count, and I've sent emails that disappear into the ether. This is hands down the worst rental experience I've ever had. Save yourself the hassle and skip this location.
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June 2023 by Carlos TX
Rude and unintelligent staff unable or unwilling to maintain basic daily operations like car reservations
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March 2023 by nancy ruiz
I’ve never felt so discriminated, if you are hispanic don’t bother coming here. I had everything, credit card, insurance and up to date drivers license. And yet, found the most ridiculous excuse to not rent me the vehicle.
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March 2023 by Doc JR B.
Rental agent at Portsmouth Virginia West Norfolk location serious personality issue this morning!!! A most unprofessional inexperienced with customer service agent appears to have communication deficits impairing ability to manage a seemingly routine transaction of completing rental car pick-up. The manager supporting refusal to honor my reservation, disrupts a decades long loyalty to this location and Enterprise.Bizarre and disappointing. Dr Bray
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February 2023 by Linda C.
I had the best customer service at this Enterprise location. I arrived 45 minutes before my appointment time and Kelcie took me right away. She was so professional and pleasant. The RAV 4 that was assigned to me was very clean and in great shape. Highly recommend this location!
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November 2022 by QWDS
The clerk had a could care less attitude when I informed her that I was just in a car accident and really needed a vehicle to get home. She informed me that she had no vehicles. I asked if she could call other Enterprises near her and ask if they had any any she told me they had none as well without making any call. I called Budget / Avis and they helped me immediately. I used to always rent from Enterprise, but I will NEVER rent personally or Corporately again. You lost a good customer ?.
