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March 2024 by Jackie Weatherford
My husband and I rent from the same location because it is convenient. The last two times we have rented, once we needed an full sized SUV the next a sedan, both time we were down sized with the agent 'clearly' aware but trying to pass the vehicle off as an upgrade. Just say "unfortunately..blah blah" we're understanding people!! Don't go the used car salesperson route. The most recent rental of the sedan got us out of state, going to a wedding, as the temperature increased my husband turned on the AC! The car was filled with stale dog/animal dander smell!! We both have allergies that prevent us from having indoor pets we love animals BUT nobody wants to show up at an event smelling like dogs ! Especially if you don't have one ! I had a migraine/sinus headache for 8 hours! Every time we've ever had a complaint, cigarettes, animal smells, downgraded all we get is we're really sorry for your inconvenience it's hard for us to get people to follow the rules?. The location is convenient, they usually have what we're looking for and for the most part the agents are an adequate representation of what you would expect, this is what you get, sorry if it's not what you expected, sign here, Thank You. Now that's just my take on it.
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February 2024 by Anon Dowson
Absolutely impressed by the efficiency, professionalism, and willingness to help esp minutes before closing. After pulling teeth with insurance to cover a rental, the claim was approved at 1/4 to 5, so we called Enterprise. We were connected to their insurance reservations department, were advised, and then we drove over to this location a bit before close. It was busy. Everyone ahead of us was treated with respect and no one was hurried. Even more commendable, the branch rental manager helped us out because the at-fault party's insurance had not approved an equal vehicle to my car, which Virginia law requires. And again, impressed with the outstanding service provided to others as we waited. Thanks.
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January 2024 by Emily Fitzmaurice
Had 2 rental experiences here and both have been really good. Really appreciate the transport they provide so I didn’t have to pay for an Uber!
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December 2023 by Candi Herman
The pickup process was easy the customer service was great. I loved the car I was given, drove really great and terrific gas mileage. Upon returning again great customer service.
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December 2023 by Mark Waitkus
This would be zero if possible. I had reserved a 7 seat van 2 days ago with a 4pm pick up. Arrived at 452pm. They gave it to someone else because they have an internal policy, that they don't disclose, to give away reserved cars if you arrive more than 30 minutes after your reserve start. Attitude given by very immature manager. No resolution offered. Horrible customer service.
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December 2023 by Rasheedah Davis
I had such and amazing experience with this location!! I went in on Friday for a rental after my engine locked on my car even though their payment system was down they worked and found soultions to get me in and out. I love the customer service hands down best experience with a rental location.
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October 2023 by L. C. O.
We, typically, only go to Enterprise for our rentals. Although, things didn't work out the way we expected, the gentleman that helped accommodate us the best he could. The gentleman that checked our rental back in was also very courteous. This was a big reminder of how great the company works for great customer service.
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October 2023 by Karin St Onge
Customer service was lacking. Gentlemen acted like it was a problem to wait on me. Then gave 2 week notice that I would be there to pick up van and they didn't have it. They told me I had to go to Richmond to get my vehicle. Very unhappy about Customer service.
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October 2023 by Michael Kim
I recently had the pleasure of experiencing unparalleled customer service at Enterprise Rental Car, and it was all thanks to the exceptional assistance provided by MacKenzie and Zach. From the moment I walked through the doors, I was greeted with warm smiles and an enthusiasm that immediately put me at ease.MacKenzie's extensive knowledge of the rental car options was impressive. She took the time to carefully understand my needs, patiently answering all my questions and concerns. Her expertise not only saved me money but also ensured that I had the perfect vehicle for my journey. Zach, too, demonstrated a deep understanding of their fleet, offering valuable insights and ensuring I had all the information I needed to make an informed choice.What truly set MacKenzie and Zach apart was their genuine willingness to go above and beyond. When I encountered a last-minute change in my travel plans, they effortlessly adjusted my reservation, sparing me the stress that usually accompanies such alterations. Their professionalism and grace under pressure were nothing short of commendable.But it wasn’t just their professionalism that left a lasting impression. MacKenzie and Zach’s kindness and empathy made the entire process feel like a conversation with close friends rather than a transaction. They both exuded a passion for their job that transformed a routine car rental into a memorable experience.The vehicle I rented was not just a means of transportation; it was a pristine, well-maintained testament to Enterprise's commitment to quality. MacKenzie and Zach ensured that the car was spotless, inside and out, and meticulously explained all its features, guaranteeing a safe and enjoyable ride.Throughout my rental period, MacKenzie and Zach remained accessible and responsive, readily assisting with any additional queries I had. Their dedication to customer satisfaction was evident, turning what could have been a mundane rental experience into an extraordinary journey.In a world where exceptional customer service is often hard to come by, MacKenzie and Zach’s dedication to their craft and their customers is a beacon of light. Enterprise Rental Car should consider itself incredibly fortunate to have such remarkable individuals representing their brand. MacKenzie and Zach, thank you for your unparalleled assistance, your warm demeanor, and your unwavering commitment to making my rental experience truly exceptional.
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October 2023 by Sanjay Gandhi
I rented a full-size car, also called prior to arriving at the store , upon arrival they said they have small car and I wasn’t happy. For next 2-3 days kept trying bot finally on 6th day they gave me full size car. They must hold their commitment to customer. The initial service wasn’t good
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October 2023 by MerckxFactor
My go to place for car rentals for over 10 years easily. This location has always been very solid. Jack and his crew are fantastic.
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October 2023 by Joshua Tabor
Staff was friendly but whoever is on the other end of the phone should consider people don't have 2k lying around for a rainy day in case of an emergency! Apparently they haven't bought groceries, gas, or even paid a light bill in the last 2 1/2 years!
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September 2023 by Jason Fisher
People are polite. Cars unavailable. Trying to sell me a much more expensive rental. Imade the reservation a month in advance. Poor way to conduct business. Edited review.(after waiting an hour a car came in that was suitable) still bad business considering the advanced reservation.
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July 2023 by Zarinah Graham
Unhelpful, incompetent, unsympathetic....three words I would use to describe my experience with Enterprise Chester. I called this afternoon and spoke to someone, informing them that I would be returning my rental by 5 and I would need a ride home. The person I spoke to said "not a problem." I arrive at 5:03pm with my 2 year old to an empty office except for one person. I explain to the one person inside that I was here to return and get a ride home. He asked who I spoke to and once I said I didn't know, he basically said I wouldn't be able to get a ride because they stop doing rides at 4 and he has no idea who I spoke to because that's not the policy. He asks me how my customer experience was and I tell him "I'll let you know after this is resolved." He insisted on making me give him an answer right then. The Manager comes in and when I say I needed a ride, he smugly tells me "not at 5:12." It wouldn't be 5:12 if I didn't have to wait for him to come inside. He also asks who I spoke to and I again said I didn't get a name. He reiterates the rides stop at 4 but if the employee who was checking me out was willing to take me home, then ok. I live 10 minutes from the office so to take me home would have had him back in the office by 5:32, a mere 2 minutes after his official clock out time. He says "nah, I can't do it." After he put my back against the wall to force me to say the customer service was ok, now he denies my request for a ride home? Not to mention, I got a ride home from the older gentleman who works there at 4:30pm TWICE! So this whole "no rides after 4" is a COMPLETE LIE. This office will not stand by anything you tell them unless you can provide a name. What difference would it have made if I said, John told me? Would they then have honored the request? To require a name implies that the customer is not trusted. If names are so important, that should be made clear upfront when speaking to someone. It shouldn't matter who I speak to, the message should be the same across all employees. Otherwise it creates confusion for the customer, as was the case here. As I was walking out the door, another customer was being helped and explained their need and I hear the same Manager ask him "who did you speak to?" Pathetic! Everyone should be reading from the same playbook. Do better, Enterprise Chester. I will not do business with you again.
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July 2023 by Bill Pomeroy
When we arrived to pickup our car they pointed us to a Jeep. When we opened it reeked of cigarette smoke. Plus it was filthy dirty.They eventually made it right with an upgrade to another vehicle.They advertise “Clean Cars” no on this one.Thank you for making it work.
