Enterprise Rent-A-Car

I like the fact that they will actually drive the car to you if you cant make it to the physical location. We couldn’t afford to wait after my wife nearly totaled her car in a freak accident. (She came out without a scratch).
Enterprise was really easy to work with and the staff were super relaxed which I think helped the situation. They gave us options to choose from and we opted to buy gas from them (under $ 2 a gallon). this was not the first time I have used them. For a while my car seemed like a target for every bad driver in Cincinnati.
the care we chose only had 1000 miles and was really smooth to drive. We took it on a road trip to see what it was made of and had no issues. I think they actually sell the cars after they reach a certain mileage. I might have to look into that.

I rent a car from Enterprise on Colerain once, sometimes two times per month and have been doing so for well over a year. With only one or two exceptions my experience there has been 5 star all the way. And the reason is not only the very friendly and professional service but, most importantly, when there was an issue they dealt with it quickly and completely. They have great customer service and clean cars. I plan on using them for all my business and personal rentals for years to come.

Great service! Friendly staff! They handled everything as I expected. I have had 3 trips over the last month and they are very consistent!

On 8÷10÷15 I came into the branch to pick up a vehicle on reserve.
I was told by Nathan at Enterprise that the digital register on the Malibu showed an inaccurate PSI on the tires as low, but they were ‘fine’ and not low.
In Columbus, the car began shaking and rattling, and suddenly a loud POP filled the car as the tire blew on the highway. Shaking and terrified it was clear to me the digital display was not inaccurate, enterprise was… and that the risk to my safety was completely avoidable.
I pulled off to a rest stop as it was the closest to where I was. Upon calling location 3802 to explain what occurred, I was told to drive to the Delaware Ohio location on the donut a stranger changed for me to pick up another vehicle.
Enterprise did not offer to come to me, send roadside assistance to change my tire, or offer anything other than an address. I had to make all the calls and moves to find a solution.
It was storming, visibility was very low and Delaware location was off several back country roads. Adding an additional unnecessary time and stress to my travel, I was downgraded to an Accent at the Delaware location, I wasn’t worried about the size of the vehicle, but I was worried about the condition. It was stained on the inside, and even in the storm, the knocking and grinding coming from the right side was clearly audible.
I called the Colerain store the next morning when they opened and spoke with Stephen about the condition of the vehicle. On my way into the hospital it knocked and was grinding and even the passenger stated it didn’t sound safe.
I saw an enterprise on my way into the Hospital on Turkeyfoot Lane and made a note and informed him I would like him to set up a pickup at that location.
He asked that I call the 800 number myself because «they take care of all of that» and «it will just be faster if I call». I explained I’d already wasted 25 minutes in addition to the nightmare yesterday, but he said it was the best option instead of him doing. With little time at the hospital for any sort of breaks, I called the 800 number.
I called, I was told that no location had vehicles available, but she asked «how about I drive to the airport?» I declined. I informed her that I was there on business, and personally, I’d gone far above and beyond what a customer should do-​changing a busted tire, driving to Delaware, locating a close enterprise and then calling the 800 number – not one employee of Enterprise ever really offered any sort of help. At all!
I asked that a vehicle be dropped off – and I was told I would be charged for the drop off and pick up if that was what I chose. I could not believe that I would be charged for all of the issues they caused, so I had to decline and asked that another solution be determined.
The rep said she would just file a complaint against the original location-​which was futile, as they were already aware of the issues and compounded the problems-​they were the genesis of the issue.
Upon receiving the complaint, Stephen called me back, stating he would be sending a car to my hotel around 5:30.
He then called at 6:30 and stated the tow truck tried to get the vehicle but the Airport location refused to release a vehicle, but he was resubmitting the request.
He asked how long I would be available. Explaining I had to get up very early for my next work day, I explained I would be available until 9:30 he said they would be here by then.
No one showed.
I called the 800 number after waiting 3 hours and the rep who answered the phone asked how he could help, I briefly explained my issue and without asking for my name, number, reference info –NOTHING, asked me to hold then transferred me to roadside assistance-​I was left on hold.
The rep who answered explained Stephen never documented anything on my account after 4 pm and no tow truck was coming but she could send another request. I explained I am unable to wait for the tow company until midnight or 1am. She said that was my only option.
I waited. Nearly 2 hours. No one came. I had waited a total of 11 hours since my original notification that a tow truck would be coming.
I received a call from the tow truck driver who stated Enterprise at the airport again refused a vehicle and said they weren’t linked to any other enterprise and no one told them.
I emailed the corporate complaint department with this information around midnight requesting a call when they opened. I provided my name, phone number, the stores phone number, and their internal number to identify the store.
They never responded.
No car was sent.
I had to go online and reserve a vehicle pick it up because they told me no car was available. Turns out I had to trick them. They didnt respond, apologize or reach out. Eeh-​methinks not is an understatement. Never again is more like it.

I’m certain everyone experiences customer service is different ways. For me I try and avoid problems by signing up for various clubs or membership discount or VIP memberships to; Airlines, Car Rentals, Hotels, Bus, etc. This has proven to be extremely valuable as I travel around the US. Having my information; CC, address, drivers info, insurance is a HUGE security risk and all I can do is hope the companies I entrust with this info safeguards it. We live in a digital world and everyone is susceptible to failure, so I try to not live in fear of that potential risk. This week I needed a car quickly and no other company offers the level of service Enterprise does. Erica came to my place and brought me back to the office and completed my paperwork quickly. Part of the reason she was able to complete my rental agreement so quickly was 1. I used my mobile app to secure a low rate on-​line before they even opened 2. My Enterprise club membership has all my CC, driver info, insurance and past customer interactions on file. This greatly helps establish a solid past business relationship. Erica being the sales person she is did explain the pre-​pay gas feature which I was glad to pay for, she also wanted to sell me additional insurance, which as a sales person is her job. Like a timeshare sales person they don’t take no easily. So be firm, IF you truly don’t need the additional insurance then just decline. The car ran perfect and I couldn’t ask for better transportation. Always be sure to do a thorough walk around, this pre-​check is essential. Also remember when renting a car you need to follow their procedures as much as possible, if there are deviations be sure to check with the agents and get a clear understanding. I’m thankful this Enterprise store is located centrally for me and has always been helpful, professional, courteous and budget friendly. Thank you Erica.

The location is convenient however I cannot recommend this branch of Enterprise they tried to force me to purchase insurance that I did not need. They asked me if I had my personal vehicle auto insurance card which I don’t travel around with. I told them I had collision coverage with my credit card which she wanted proof of as well. I had to call my credit card company and have them speak to her about what my credit card would cover. This has never happened with the many cars i have rented at Enterprise or anywhere else. When I returned the car I noted on the transaction agreement that the additional insurance was optional and got a lot of double talk when I confronted her.

Would definitely not rent from them. Tyler, completely ignored the fact that I had a horrible customer service experience. The car that Erica put me in wasn’t cleaned, sticky cup holders, grass on the mats and when I complained her response was «sometimes we can’t get stains out» I requested a different car and she said they didn’t have any. A guy pulled up and I ended up just taking his car «as is.» Erica took $ 3 off the rental for this… seriously? This process took 40 mins. I returned the car today and waited over 20 mins to be seen. When I complained to Tyler the manager she said someone will be with you. How long have you been waiting? She had two guys in the back and didn’t bother to ask them to return to the front. I complained to the guy that finally came to help me and he said sorry to hear that. Tyler the manager is standing 2 computers down and says nothing. I said I have a 3 month old waiting can you pls hurry and check me out. Not only did he NOT hurry he went out and moved the car to the rear then came in printed my receipt. So another 10 mins went by. The check in and check out process at this location is at least one hour so be prepared! And after all of this I received no compensation for the inconve