Enterprise Rent-A-Car

I am a long time Enterprise renter and usually have amazing experiences. However, this time was unfortunately not amazing. My reservation was made for a location on Reading Road, but when I arrived, they did not have a car available and the kind gentleman gave me the opportunity to pick up at Newport location on Monmouth instead (I agreed). The gentleman at Reading Road was very nice and professional and accommodating! From there, I headed to Newport to pick up my rental. I had made the reservation online and used points for the rental. When I arrived at Newport, it took 5 minutes to be acknowledged (but we were the only ones there). The guy working was extremely condescending and seemed extremely displeased that we were there and that the reservation was paid with points. I asked for insurance (to which he was annoyed again). When I asked about the insurance options and costs, he actually rolled his eyes!nnOnce we finally finished signing paperwork and got the car, everything was fine and the car was great. Dropoff was easy (thank you, keydrop).nnI will definitely never be renting from the Newport Monmouth Road location again though! I do not enjoy being treated like I'm an annoyance rather than a customer.

Great service and price. This was the easiest rental process that I've gone through, customer service was top notch!

The only reason I am giving this review a 2 is because I loved the car I had received. The customer service at the Newport ky branch in Monmouth Leaves much to be desired. I had made a reservation initially a couple days after a car accident I was in but called after I made it to see if you guys could “pick me up” like you’re commercial states (due to covid you couldn’t unless at a dealership/repair place was what I was told. I understand perfectly) so I opted to pick up the car the next day. I have work and my kid so I needed to get around. The online reservation for the week Tuesday-Wednesday (car repair was supposed to be finished Wednesday) was $209 + tax and the protection. Not bad since it was over labor day weekend too. I thought for sure it would be higher. So I made it. Then I called to see about the pick up thing and was told I couldn’t. That’s ok. Not mad. Covid has screwed up a lot of things. So I picked it up the next day. Newport must only have 1 person ever at this store bc she was the only one who I spoke to or dealt with. She talked me into changing my reservation to Tuesday-Friday because it would have been close to $600 that I’d be charged for the rental (what?? $400 extra??) then to call back Friday and extend my reservation to the needed Wednesday. I needed to work and I knew I got paid so I figured I’d do the til Friday and then see where it stood. I tried calling for over an hour and NO ONE answered me (if you want proof I can email you proof enterprise). Fearing I’d get I. Trouble for not returning it on Friday but needing it For work and child needs I called the customer service number and the woman who answered said she couldn’t physically extend it bc she isn’t at that branch but she could change my rate to weekly and put in comments that I’d be keeping the rental til Wednesday when my car was done. She also broke down the costs and everything and quoted me that with the weekly rate and protection plus tax I should pay just under $400 when said and done. Thinking I was fine I no longer tried calling Newport over the weekend. I Did finally make a connection with Newport Monday morning but not bc the returned any of my calls, it was to inform me that bc I hadn’t returned the car they would need to charge my card for another $201 dollars and odd cents. (Excuse me?!?) so I call back and of course they answer immediately now. I explained that since I couldn’t reach anyone there Friday like I was told to do by the girl in the office (who was also who left the message and answered this time and who had advised the initial change in my reservation when spoken to the week before) I explained that I’ll be returning the rental that afternoon (and I did even though my car wasn’t done) and that had she looked at the notes put in from Friday she’d see that. she then says that she just saw the notes And that the afternoon drop off was fine I told her I’d be there between 3 and 430 depending on how long it took me at the garage (thinking I was picking up my car). I got to the drop off when I said and I had to wait for 20 minutes (of course I called but of course no one answered) Outside since you can’t go in. She finally comes out and has nothing but attitude. I got my receipt in my email and she told me I was welcome to wait while my ride got here. (Like I had a choice). So I looked over my receipt and then my credit card charges. I’m noticing another $201 and a $60 charge in addition to the $439 for the week. I’m hoping the $201 is the deposit and is to fall off but I’m not sure the additional $60. I’m waiting for a calL back In order For it to be explained To me.

I always have a great experience renting cars from Enterprise. Their prices are reasonable and the service is dependable.

It was fabulous very smooth and easy in the past their was issues renting they have changed and made it more customer efficient with a debit card