Enterprise Rent-A-Car

Reserved a ‘Full Size Luxury’ car months in advance. Upon arrival, they did not have a full size luxury car available. We were ‘DOWNgraded to a convertible, which did NOT meet our needs. Additionally, I had to pay the same price!! The vehicle was not cleaned properly. It had body parts hanging off of the front and had less than a half tank of fuel in it! The front desk attendant was super nice!nI’ve used Enterprise for years as my ‘go to’, however, this experience will force me to consider using Hertz in the future. When I reserve and pay for something weeks in advance, it damn well better be available and ready! That’s the entire concept behind a ‘reservations’ system. And if not available, I shouldn’t get charged upgraded price and get a downgraded product!nReally disappointed on this one!!!

The Enterprise at Ahua Street, Oahu is a very good branch. They're generally cheaper than other branches and they have an easy and prompt service. I rented a convertible twice and it was a seamless experience, much better than my previous experiences. I recommend it.

If I could give 0 stars I would. First, when we picked the vehicle up the lady was very nice but was rushing to have me sign without reading anything. I told her I needed to understand what I was signing and that the total was not correct - upon reviewing the details, I caught an error that we were being over charged in our daily rate by $200 (this was not the deposit). She fixed this (still not 100% accurately but I didn’t want to wait longer). Due to rain shifting our plans we decided to extend our reservation so I called the location directly and spoke with someone who told me to return the vehicle Friday afternoon instead of Thursday it would be a total of $60 which I agreed to and they authorized my card for the $60 charge. Friday morning I received a call to review my bill with me and go over the charges to keep it until Friday afternoon and it was $100 more than I was told on the phone. Had that price been given to me on the phone initially, I would not have extended the reservation - there is a huge difference of $60 to $160. As I am trying to explain this, the employee was very rude and speaking to me as if I was stupid - repeatedly saying that the information that I was given on the phone ($60 charge) was incorrect because I likely spoke to “someone on the mainland and they are temporary workers and don’t know” and give incorrect information all the time. I was trying to be nice while explaining that is not my fault that I was given wrong information and it should be honored. She continued to ask me “do you understand your contract, if you get a calculator out, do you understand your contract?” In a very condescending tone. I told her I did not have my contract in front of me at the time that I called which is why I called and relied on the information given to me. She then put me on hold and then hung up on me. I tried to call back 3x and was unable to get through. Upon drop off things got even worse. I explained the situation and the lady kept saying “no, disregard that phone call because it was wrong information” and then proceeded to bring another manager over (which was the one I spoke to on the phone) and she proceeded to get very loud and they continued their same repeat in an attempt to intimidate me. I refused to pay the amount they were trying to charge me and in the end they did not honor their employees information given though I showed them the second authorization on my card. Another customer came over when I was outside and said how awful it was that they were trying to intimidate me and my mother was there as well and said the same and how unprofessional they were. When I said “I can’t believe that you’re not honoring what your staff told me and now I will be sure that I don’t rent from enterprise and that my companies don’t either” the managers actually laughed out loud together. I have been in management and customer service for years and have never experienced such a lack of professionalism and disregard for customers. Do yourself a favor and go to a different rental company that treats their customers well and actually takes pride in doing business ethically.

Tiga was wonderful and extremely accommodating. The system was giving him trouble and he was very patient through it all, plus we saved a little bit of money thanks to his kindness! He’s very efficient, quick, and has amazing customer service!

The team did a great job getting me into the best car I needed while my 2 family cars were in the shop. They gave me a great deal and got me in the car in no time at all. Thank you to a great group of people at an awesome shop! Outstanding customer service!