Enterprise Rent-A-Car

Terrible customer service provided by the Branch Manager Steven today, and this will be the last time I use Enterprise for car rentals or recommend Enterprise to co-workers, family and friends. I reserved an Intermediate SUV, and when I arrived the agent who was assisting me, Alex (who was extremely nice) asked me if I had any preferences or special requests. My only request was that I was given a car that was free of smoke and/or pet smells because this has been a recurring issue with renting cars from this location.nThe car she offered me was a Hyundai Tuscon and smelled of both cigarettes and pets and had visible white pet hair on the seats. She also noticed the smells, and went inside to check if there were any other options. When she returned she said she checked with her Manager Steven and they did not have any other vehicles available in that class. I noticed that there were 4 other SUV's on their lot, a Nissan Rogue, A Ford Edge, a Hyundai Santa Fe, and a Jeep. I inquired about the possibility of upgrading to one of those vehicles, and again she checked with her manager, and he said that it would cost an additional $5 per day. I explained that I could not pay the upgrade fee because it would be above the car allowance expense permitted to be reimbursed by my employer. Steven refused to waive the $5 per day fee and said my only option was to keep the smokey, pet odor & hair ridden Tuscon.nI ended up taking it because I had no other option, but was shocked that making $20 is more important to Enterprise than making sure their customers feel safe and are satisfied with their product.nThe agent Alex felt really bad and offered to switch the car the following day if another vehicle came in, but that was not an option for me as I was traveling out of state. She even offered to try to find a location where I could switch the car out in NH. It was a nice gesture, but I do not feel like I should have to take more time out of my day to switch out a vehicle in another state, when Steven could have helped me while I was at the location I was renting from in MA.nI rent cars once per month because I travel for work, and this location is convenient to my house. Going forward I will be seeking other rental options, because I would rather drive a little further to get better service. Today was eye opening, Steven really under delivered on Enterprise's Complete Clean Pledge, as well their company Mission Statement where it says they strive to exceed their customer's expectations for service, quality, and value.

Very rude. Just got my license went to go rent a car which I did do online & I understand the Covid 19 & the important steps we have to take to protect us all, but was left out in the freezing snow ❄ for over 20mins and because I didn't have insurance well if I am going to buy a car how would I have insurance but I also thought those are the reasons for you to purchase $25 a day, but if I had a credit card I wouldn't of needed a utility bill but because I was using my debit card, but if I brought my credit card would of been all set. I'm sorry but if you ask me that makes no sense, if you have credit card then you don't need a bill. I thought the service was awful talking about getting kicked why you are down. I wouldn't recommend going there should of stayed with national car rental. But I am going to go there.

I have always liked Enterprise but I was a little surprised when I forgot my easy pass in the car they made no effort to get it back to me rented it to the next person left it in there

Jonathan... A simple “Thank You” is not even close to enough. I had just flown in from Los Angeles because my Grandmother is sadly in hospice, and only has a few days. Between dealing with the stress of traveling during the pandemic, and having to cope with my Grandmother’s condition, I was in weird place mentally. Somehow, in this dreamlike and chaotic situation I was in, Jonathan brought a sense of peace and levity to it all. Yes... I know it sounds ridiculous to say that “the dude that rented me a car” may have changed my whole outlook on my situation.. but Jonathan... Out of the kindness of his own heart, not only did he let me rant about my problems, but he listened. Like he truly heard what I was saying... He then shared with me his own experience with the passing of a loved one ... It took away the overwhelming sense of loneliness I have been sitting with. Then, Before he gave me the keys, he put his hand on my shoulder and said a prayer. I was on the verge of tears, and he looked me in the eyes and just said “You got this...” Jonathan... Like I said... Thank you isn’t even close to enough.

Great customer service, always! I rent regularly, and this trip was fantastic. I took a red eye into Boston and there were no cars available, so I was on the T to the Revere Enterprise. Even through COVID, i was treated well and efficiently. The guys opened up a little early to help me.get on the road and were extremely helpful.nI will continue to be a loyal Enterprise customer!