Enterprise Rent-A-Car

Our agent was very helpful and attentive

Shame that I see so many low reviews. I’d say I was surprised, but I’ve seen the types of people who are posting a lot of those reviews, so I’m taking a spoonful of sugar with every one I read… during each of the four times I’ve been there (two pick-​ups, two drop-​offs), without fail, I saw someone complaining to a representative about not getting what they wanted for reasons beyond their control. As far as I could tell, the reps were as polite as they could be about it, but they couldn’t snap their fingers and magically change things. One person was complaining because he got a minivan instead of a standard car, one person complained because his car wasn’t ready (earlier renters hadn’t brought theirs back in time prior to the Thanksgiving holiday… they can’t manufacture a car on the spot!), someone else complained about the color of exactly the car they HAD expected, and someone else was mad because they couldn’t get a ride back home ASAP because they were currently out running someone home and there was a big line. (They got a ride home like 10 minutes later, griping about how they had to «wait a long time».) To put this in perspective, I had to wait more like half an hour for a ride once, and I was just happy they got me where I needed to go at all, because that’s more than a lot of other rental companies do. They can’t just ditch a customer and give me a ride on the spot. Another time I got to drive a sporty Jetta around instead of a compact car because — since they were short on cars — they managed to pull a corporate loaner and rent that to me instead. And honestly — what I appreciate most — when I came in the first time and explained my car was stolen and that’s why I was renting, the guy behind the counter was easy-​going, joked around about it some without making me feel bad, and reassured me that this shouldn’t be an experience that stressed me out more than I already was. That meant a lot. So yeah. Things happen sometimes. But I don’t think these folks slack when it comes to trying to make things right.
In any case, in my experience, they were polite and friendly, and if there was any kind of delay or change, they went out of their way to apologize and make it right. Both times I rented were using insurance coverage after my car was stolen (which means I’ll be a more regular customer in the future, too), and I never felt like they tried to pressure me to get more than my insurance was already paying (I had to ask for extras). I also got rides to and from them as needed, and they were fun to chat with in the car on the way. So, personally I like these people a lot so far, and I’ll rent from them again whenever I need a car. They’re not perfect (nobody is), but they’ll get all five stars from me to put a dent in what I think is probably an unfairly negative overall score.

I have chosen 1 star because Unilocal doesn’t allow zero-​star reviews.
At 11am I went to pick up my reserved car and was told there were no cars available until 1pm. I went home and when I called at 1pm I was told to wait until 4pm. At 4pm I was told they *might* have a car for me on Friday. Thursday is thanksgiving. Hypothetical Friday-​cars aren’t particularly helpful.
I asked to speak with a manager and was told he would have to call me back. I received no call, the store is now closed, I won’t be able to visit family.
I would absolutely recommend you never visit this location. Everyone was rude and completely unsympathetic.

Made a reservation online, show up to pick up said rental just to be told they have 50 reservations and MAYBE 20 cars being returned. No compassion from staff that Holiday travel was delayed due to incompetent agents

All the employees are so polite and nice. I really like this location. They came to get me at the car dealership when I had warranty service on my Chevy Suburban. They do make it easy. But do not be in a hurry.

Fly by night operation with unprofessional people with poor training staffing. They promised me a car through my insurance adjuster who was paying for car. When I called, no car was available for 5 hours. I said I needed one in 3 hours to get to work. They (Donnell sp?) said one would be coming in in 1 hour, they’d call back. No call back. I called them again and Donnell said car was not returned but another one was coming back in 1 hour and they’d call me. No call back. I called back again, Donell was at lunch. Eric, the phone answered said the only other person had just started speaking with a customer and would call me back. Given lack of credibility I asked to speak w manager. Turns out it was the manager who had just started speaking with a customer and couldn’t be disturbed. I told Eric my situation (and that I had been waiting for 2 hrs and needed to be at work in 1 hour) and he said he was at the administrative offices and had just picked up the phone to help out. Actually he had answered the phone each time I had called previously. So he lied. He then refused to interrupt the manager and said I had to wait till they were done: Getting in new money (even if they have no cars???) is more important than honoring previous commitments. That’s the work ethic and work culture at this office right there. Stay away. Make sure your insurance company gives you someone more responsible and professional, and less money hungry. As a manager myself, I’d guess that the front line gets money for bringing in customers, not for follow thorough. Bad business practices.

Probably one of the worst customer service experiences I have ever had. One particular gentleman was very rude. He was very ugly in his demeanor. This person should not be allowed to have any contact with human beings. I would never recommend this business to anyone.

I worked with Anna Yount, who was friendly, quick, and effective at customer relations. The drivers (for pickup and dropoff at the autobody shop) were prompt and friendly as well. All in all, a great experience.

I usually LOVE Enterprise but since moving to Chapel Hill and using this particular one twice now, I’ve been so disappointed and dismayed that I will drive to Durham to rent again.
I don’t have a credit card but my money is still green. Here, however, I’m treated like a second class citizen. Asked to bring in current bills to prove my address, I was then torn apart in front of other customers because my bill showed that I had paid my last bill. Yes, just digest that for a moment. The clerk seemed to think that I was supposed to have no previous payment listed on my bill. I’m guessing her mom still pays her bills; otherwise, she’d know that ALL bills show a previous PAID balance. ANNOYED is a vast understatement. And this was the second time this happened at this location, both times with a different clerk; obviously their employees need further training in customer service.
The cars are clean, and the price is comparable but the employees leave a lot to be desired.

After a terrible experience at Hertz Chapel Hill we called Enterprise to rent a car. We made a reservation for 3PM, but were able to pick the car up early and be on our way. The price was comparable and affordable, the customer service was friendly and professional.

Had a terrible experience here when I rented a car from them through my insurance. They upcharged me when they didn’t have a car within my daily insurance coverage. Not knowing that they had a two-​hour window to try to find you a car within your coverage, after which they wouldn’t charge you extra, I agreed. No one explained this policy to me.
I mentioned it later to my insurance adjuster and she said they shouldn’t be charging me extra. She called to speak with them and an employee agreed with her that they would not charge me. Later, I get a call asking if they can keep my card on hold for another $ 20 charge, totalling $ 240.
I went to talk to the branch manager, Tom Morris, and he offered me a deal to take $ 100 off the charges. Not wanting to automatically accept his deal when my insurance adjuster was telling me I shouldn’t be paying anything, I had him speak to her. He did not back down. He did agree not to make me switch cars and not to charge me any further after that (though I returned the car the next day), so that is a small plus in his column.
I called to accept his deal of taking off $ 100 and he wasn’t there.
I left a message with an employee to tell him that I’d take his deal but if he wanted to discuss it further he could call me. He never called.
My dad called him to tell him we’d be making a complaint about him. According to my dad, he was argumentative, and said he hadn’t even finalized the charges with me, not to make a complaint, and that he’d call me. He never did.
I had no more energy or time to deal with these people, so I didn’t bother calling him.
Today I found the full charge on my statement. Of course Tom Morris is on vacation. They put me on hold to speak to the acting manager. After a long hold I finally hung up.
I am admittedly at least partly to blame for being naïve about the rental car business and losing my perseverance to keep calling them back, but I think they should have their employees clearly explain that they can find you a car within your coverage that day if you wait.
I’ll eat the cost, but my family and I are done with Enterprise forever, unless forced to deal with them through insurance again.
My family has been using Enterprise for 15 years, so they have lost some very loyal customers over $ 100.
–Julia

Car was ready. Wasn’t the one I reserved. Wasn’t very clean. And the window tinting was defective, such that it obscured my vision through the front windshield. Convenient location though.

Airport Enterprises seem vastly more efficient… It didn’t take too long to get a car, but it took FAR to long to return my car and get a receipt. Why are you taking TWO phone calls when all you need to do is check the gas and print my receipt? Annoyed. Spoiled consumer alert.

If there’s a zero rating I’d give that. Just coming back with my fiancé from their office. Asked for a full-​size car, hoping to take a Dodge charger which was mentioned as one of the options at their site, but the enterprise personnel waived it off, saying Charger was a sports car and not a full-​size one. Got a Hyundai genesis instead, but was fine with it. NO PICKUP SERVICE ON WEEKENDS, so be prepared to ignore their THE COMPANY THAT PICKS US UP motto. My fiancé n I were still fine with it and didn’t complain. When we were about to take the car, I was shivering with cold because of the winds outside, but I don’t know if this person at enterprise had a bad day or whatever, he started yelling at me and my fiancé’ and I quote: «Y’all want a rent a car or not, because if you want to laugh at me for explaining the terms, I have the right to refuse service to you. We are doing you a favor by renting a car…». and something on the lines of we are dependent on them for our needs and that the customers are not important, but the business is.”. WHAT sort of a business runs with such an image? We were standing outside in the cold an he wouldn’t let us go inside and talk to the manager. We then had to barge in and talk to the manager and this person wouldn’t talk to us. TOTALLY APPALLED at such a behavior. The manager at this branch was understanding enough though. But NEVER EVER EVER going to this branch again!!!

Awful service… It wasn’t even as if these people failed at trying to give good service. It was as if their goal was to make sure I would never use them again. They could not be bothered to help me through the insurance verification process. They gave me a car that wreaked of cigarette smoke and told me that I had no choice to change cars because they had nothing else to offer me. The tire pressure light was on the entire time I had the car. Everytime I tried to talk to them, they were rude and disorganized.
Last, I was stuck in a snow storm on the way back into town and had to stop for the night and they charged me almost $ 200 more because it was on a Saturday. They charged me for 2 days extra even though the car was returned on the day it was due back but only after their closing time of noon and they are not open on Sunday. They showed no concern for my travel situation and they stuck it to me in every possible way. This was the worst car rental experience I have ever had and I would strongly discourage anyone who considers using them in the future.

Rented a car for trip to Atlanta. Pick up service was fast, customer service was friendly. Will rent from them again

It really is luck of the draw with this Enterprise location. I’ve rented from them multiple times, and here are some stand-​out moments (with pros and cons):
I reserved an intermediate-​sized SUV with the assumption they would have 4-​wheel drive options. Nope, they had 3 different makes and models of SUVs, and none of them had 4-​wheel drive. Maybe not Enterprise’s fault, but make sure you specifically ask for a 4-​wheel drive vehicle if you need a 4-​wheel drive vehicle.
Another time, I rented a van for a school field trip with no difficulty, they even said I could have a second driver without extra charge as long as they are also employed by UNC. No problemo, renting that van took less than 10 minutes.
One more time, I reserved two vans for a field trip on a Saturday. I get there Saturday morning, there was a mix-​up and they only have one van available. They would have the second van in time for the trip, but that still meant driving back to school to get some work done, waiting around for their call, and then driving back to Enterprise to get the van (the lobby area is not really conducive to getting work done while you wait).
The staff is extremely friendly and try to help as much as they can, but when something goes wrong (lost reservation, mix-​up with the vans), it’s because either the computer glitches way too often and they need a new system, or they aren’t that great at cataloging rentals and just blame it on the computers when something goes wrong.
All in all, their prices are reasonable and the staff is very nice. Sometimes the wait is less than 5 minutes, other times I’ve sat there for 20 – 30 minutes. All depends on who’s helping you that day and how smoothly the computer systems are working. They also offer a free van service to get you back home after returning your rental car.

Some dumb idiot rear-​ended my Mini Cooper, which has taken a month to fix.
So thankfully, my GEICO rental car rider has allowed me to get a car free of charge (30 days or $ 900, whichever comes first).
These guys are just fine — turning you around is a little slow, but they didn’t deserve all the hate that previous reviewers gave them.

Enterprise road side assistance has been «FREE» up until recently.
***Enterprise recently has implemented a $ 3.99/ day charge for Road Side Assistance.****
If you do not take their insurance & have no roadside assistance policy of your own that covers rental cars the following will happen.
This means that if you have a flat or mechanical problems that you will be charged $ 61 for jump starting their vehicles, towing rental car, lockouts and **replacement cost for a tire if you have a flat tire***.
…I carry road hazard on my tires & so should they. Next thing they will start charging you for maintenance of their vehicles.
By the Way: My vehicle was «Very Dirty» when I came to pick it up… they wanted me to wait for them to clean it, I did not have time. I took the car as it was and told them they could bring me a clean vehicle.

I’ve rented from this particular location many times — and every time the salespeople are always really helpful, friendly, and pleasant. The only downside — limited weekend hours.