Enterprise Rent-A-Car

Rick Starr, the manager, is a bold face liar and after I reported his unprofessional conduct he tried to lie his way out of the trouble and say I used derogatory language so he asked me to leave. Total lie. I complained all the way up the chain and plan to take my complain further up the corporate ladder. He had our reservation cancelled because I asked if his policy was correct as several different locations had a different policy on large SUV rentals. We had an employee discount rate and he proceeded to try and get our relative in trouble because of his arrogance. I hope they FIRE his lying self. Please follow up on complaints to corporate and the local corporate offices to report Rick Starr’s abuse. I seriously doubt this is the first time he’s done this to a customer. Unilocal works too but call corporate! Jon just follows up his boss I will not rest until Rick admits his lies and formally apologizes!!!

Even though we own SUVs, when we started the process of moving 90 miles from Herndon, we knew we needed a bigger vehicle for a day or two before the official move.
Enterprise’s ‘no mileage charge’ made them THE rental choice. Now, all locations are created equal, right? Procedures and guidelines — yes. Where they differ is customer service.
Jon at the Centreville location was fantastic. Under Rick’s leadership the branch functions smoothly and efficiently. Our ‘day or two” changed as we added one day and then another and another. Jon greeted my daily phone calls with warmth and flexibility.
The large cargo van was new, easy to drive, good gas mileage and clean. The location was convenient to the Dulles Toll Road.

On Enterprise Website the first line it reads «Enterprise® is a family-​owned business that’s known for exceptional customer service.» They probably need to remove that phrase after reading my story.
Enterprise Rental Details: Rental Agreement: 158 469, Ref# 9RQ98K. I booked the car from 2200 Centreville Rd, Herndon, VA location.
Story: I dropped the car 11am, got all the paper work completed. The «Manager» at the division told me that someone will drop me. I gave him the address. Told him it was 12 miles away. After sometime the guy called the manager and was conveyed to me that they will drop me at a metro station and I will have to figure out a way home. I told them, since its early morning and I paid for the entire day, can I retake the car and give it at other Enterprise location which is closer to the place I wanted to go. The «Manager» asked me to figure out my way home and he has a business to run and hung up. I took 4 buses, spent 2 hrs for another 4 miles and the rest of the journey was too far by public transport, so took a cab.
Question 1: The about section in Facebook talks about «The Enterprise Way» Does that mean «drop the customer at a location and let them figure out a way home???
Question 2: Since its a family business, Does that mean Parents (Enterprise) have their favorite sons (nationalities/​races)?

The folks at this location are always courteous and ready to help; I usually pick up the car there, but when I have needed a pickup, they have done so with no problem. I usually drop off after hours and leave the keys in the drop box, and they email the receipt to me the next morning. Quick and easy!

Disappointed that they gave me car with no spare tire and when I found it flat in a parking lot after only 43 miles they initially told me I had to pay for a tow and a new tire then file a request for reimbursement. A. I can change a flat and save the tow if you had given me a spare. B. I am not replacing a worn out tire with over 35,000 miles on the car with a new one and hope you reimburse me.
Terrible handling of a repeat customer stuck with a bad car.

Delivered 4 cargo vans as requested; friendly, quick, and reasonably priced. Just a shame that they don’t have better weekend hours. We’ll be using them again for our events.

This is the first time I’ve ever had a positive experience with a rental car company. They were very helpful and friendly and fast. They were not pushy or annoying. The only negative is that they are completely hidden inside a hotel and impossible to find. I had to call for directions even though I was actually already in their parking lot.

Actually, these guys were awesome. Yeah, tough to get in touch with that one day, but outside of that isolated incident, they were top notch in every regard.

I rented a car from Enterprise while my car was in the body shop. The body shop had a special rate with Enterprise. An Enterprise rep met me at the shop. We went over the basics, including several questions on whether I wanted insurance. I clearly stated that I didn’t need extra insurance because my insurance already includes rental coverage. The rep asked the name of my insurance company, which I provided, and she wrote that on the form. Towards the end, she had me sign and initial various spots on the form, and I left with a rental car.
Several days later, I dropped the rental car off at the body shop, and picked up my car. I later checked my visa statement online and found the total to be twice as much as the quoted price. I inquired, and it turns out, they charged me for the extra insurance coverage. Apparently, I initialed the extra coverage in one the many spots that I had to initial. I am kicking myself for not being more careful. They also charged me for services I didn’t initial, but they later refunded me those charges. But they didn’t refund me for the extra insurance coverage.
I posted a complaint on the national enterprise web site. They never responded back, other than the computer generated «Thank you for contacting Enterprise Rent-​A-​Car» message that gets send out within seconds of filing a complaint.
I can’t help wonder if Enterprise reps are overly incentivised into adding as many overpriced extras as possible, to the point of going against the customer’s best interest. The Enterprise rep knew fully well that I didn’t require extra coverage, she wrote my insurance companies name on the form.