Enterprise Rent-A-Car

I have had a great experience with this branch!! I was in a car accident and I needed a rental. I was not sure what all to do since this was my first time renting and having my insurance company involved. Anytime I had a problem or a question, I would always call & I spoke with Lauren. She was so helpful and explained everything to me. She would keep me in the loop about my insurance, the body shop my car was located, and the rental car info. I will never forget how amazing she was throughout this experience and I will definitely recommend anyone I know to go there if they ever need a rental!! Thanks Lauren!

The staff was very nice, but the rental car smelled of cigarettes, and some of the foot mats were not put back into the car.

I have been consistently renting cars for business and family travel. They staff make very convenient and customer service is top-notch!

Every time I got to this location I leave with a vehicle. AAA set me up with Hertz and that was a disaster getting a vehicle at my scheduled pick up. I went to this enterprise location and left with a vehicle! Very pleased!

I am aware that the pandemic has been a difficult time for all businesses across the board. With that awareness comes an understanding that policies have to be implemented to ensure the survival of said businesses. The matter that gives me pause or that concerns me pre and post pandemic is horrible customer service. I have been renting cars since March 12,2020, in that time I’ve experienced Enterprise in various different lights . The Gate City location in down town Greensboro North Carolina, has really out done themselves. Lauren the branch manager seems to be taking life extremely hard. I’m guessing that because of the proximity to the university she is used to dealing with younger individuals. In my opinion a customer is a customer regardless of age or anything else. I’ve never been the branch manager at a rental car company, even with out that experience I can assume that it’s no different than managing say a fast food restaurant. Now while the uniforms don’t require a hair net, the slacks and collar shirts should not disguise or cover up the fact that it is still a CUSTOMER SERVICE POSITION. Great customer service generally looks different to everyone, and it can be difficult to please every single customer (and this is from personal experience). How ever I believe I can speak for all consumers when I say knowledge of policies is vital to a great customer service experience. This key element would have completely changed my experience with the Gate City location. I returned my rental car to them February 2,2021 around 1 pm, at the time of drop off I had another reservation already set for Friday February 4,2021 at 8 am. The return went well the gentlemen was very thorough and polite, he literally took the time cross T’s and dot I’s. During this time we spoke about general things, my living in Charlotte happened to be one of those things. I jokingly exclaimed “I hope you guys have a car for me to get back home Friday!” while looking over the nearly empty parking lot. Once he finished checking me in he sent me on my way. February 2,2021 I’m notified of an emergency so I modified my reservation for February 3,2021 at 9 am. I receive a call this morning prior to store operating hours, letting me know that I modified my reservation very late so they wouldn’t have a car for me until about 1 o’clock. Me being the understanding person that I am that didn’t bother me. The issue arose when Lauren stated that because I live 30 miles from the branch (mind you I just dropped my vehicle off not even 24 hours prior) I would need to use a credit card. I’ve been renting for nearly a year I’ve rented from various locations and I’ve never once ran into this issue. Even that I understood though, because again from experience policies aren’t something that can be altered at such a low level in the company. It’s honestly how you speak to people; Lauren was very nasty when I asked inquiring questions. Again this is my first time hearing of this rule/policy so of course I had questions. Lauren decided that she no longer felt explaining was necessary, she said what she said and that was final. Individuals like Lauren make it extremely difficult to support businesses . While I do NEED a vehicle, there are various other businesses that offer the same service. Enterprise is the most cost effective, however I’d rather pay more money and feel appreciated than to rent from a company that clearly doesn’t value my business especially in the middle of a pandemic. If Lauren put as much effort into training her employees on policies as she does into being an alpha female, I’m sure the Gate City location would do so much better. We should all be aware that we all human and respect is something that we all deserve. Needless to say I won’t be returning to this location .