Enterprise Rent-A-Car

Worse service we have ever received at Enterprise. We have probably rented over two dozen cars in the last 20 years and have never had the problems we did last week. I had made a reservation online for a mini van over two weeks prior to needing the vehicle. My family of 7 was going on vacation to Colorado. My appointment was for 2:00 on 7/1. We arrive at 1:55. Was told to wait outside, which we did. Manager came over and checked us in and told us he just had a van returned 10 or 12 minutes prior and they just needed to clean it up and we’d be on our way. My husband walked around to where they were cleaning cars to see what type it was and there was no van. The guy cleaning cars told him they didn’t have a van. I informed the manager and he said “Oh we don’t have one? I thought one came back. It was supposed to be turned in. I guess the people kept it longer.” Never once said let me see what I can find out, let me see what else we have, nothing until I started to get irate. In fact was told we would have to wait till he got everyone checked in before he could do anything about it even though we had gotten there before any of the other customers at that time. I get corporate on the phone and they were useless. When the manager saw I was on the phone with corporate he comes around and tells us he’s calling around to see if he can find us a van. At that time the customer service person on the phone says “Oh, he’s trying to solve the problem. Have a great day.” No exaggeration. Manager does find a van that had just been turned in at the Jordan Lane store. Tells US we need to go to that store to pick it up. Doesn’t offer us anything but I’m sorry. We go over to the Jordan Lane store. By this time it’s 3:00. We arrive have to check in again and wait another hour for the car to be cleaned and readied for us. It was 4:30 before we left with the vehicle. No one ever offered to upgrade, give us a discount, NOTHING. That will be our very last time to rent from Enterprise.

It's a very busy place, it's usually a wait so don't plan to be in and out of there in a flash even with reservation and a call a couple hours in advance to confirm readiness. They are as kind as can be and as professional as expected. I will continue to use this branch because they hold their composure when it is very busy and no one is forgotten about they periodically check in with everyone repeatedly! I appreciate they acknowledge everyone so no one feels forgotten!

As a 10+ year Enterprise Plus member, this location by far provides the WORST customer service I’ve ever experienced. Darren, the Branch Manager, was dismissive, combative, and sarcastic in every interaction between us. During my scheduled pick up, he helped someone that arrived AFTER me. Even the additional staff on duty was confused. When explaining my car return experience, he completely interrupted me to dismiss my complaint. I’ve never experienced such a passive aggressive manager, especially at Enterprise! Managers should be the branch’s model employee. In addition, Enterprise should have a drive safety course for the managers and employees. Darren almost hit me and then joked about it in the sales office during my pick up. The entire staff displayed a lot of unprofessionalism, however I believe in top down management. It is evident that this office’s management needs some additional training.

I had to rent a vehicle at the Bob Wallace location in Enterprise. The staff there were very accommodating and personable. I had made the reservation over the phone and was able to complete the transaction quickly. I dropped the car at my home location in Foley Alabama where the staff there were equally personable and efficient. The only reason I gave 4 stars instead of 5 was because of a strange odor in the vehicle. I was able to overcome this by using cotton balls infused with essential oils and placing them in the air vents.

Last week , my father had me go pick up a rental car for him to pick up my family . Usually we always go to the “south memorial pkwy” location but I ended up having to go to the Bob Wallace location . My wait for a car was past my reservation time , but as I was waiting I was treated like family ! Good conversations and great customer service from both Manager (I forgot his name ) and Asst. Manager (Jawaun). They’re hospitality was on point and they get things done as best as they can . As I was leaving, my accommodations for waiting was even more phenomenal!!! I will be making this my new location and I recommend this branch to anyone looking for good customer service!!!!! I am a flight attendant so I know all about making my guest comfortable and they was on point‼ufe0f‼ufe0f Thank you guys ! See you soon again!!!