Enterprise Rent-A-Car

The worst customer service experience of my life. I made the reservation as a business preferred partner. I was placed on hold twice for a combination of 20 minutes then the call dropped by the phone system indicating they could not connect. I called another location who transferred me and magically the phone was answered. I advised the local employee that I had a reservation and needed to be picked up from my apt just a few blocks over. She asked to place me on hold. Another 30 mins later and exhausted I dropped the call and drove down to the location. I walked in and the young lady is sitting on the phone and eating lunch. I understand that she’s busy BUT this is no way to handle customer service. $ 300 reservation cancelled as this location did not live up to the business proposition that I heard over and over while I was on hold for almost an hour. Moving forward I will not be looking to Enterprise and will recommend my business partners to do the same.

Horrible service. Lost reservations. Plus, they often run out of cars even if you have a reservation. I dropped off my car for warranty service, had a reservation, and prepaid coverage for a standard size car. I waited in line in their trailer for 1.5 hours and the only car left was a giant mini van. The long waits and rude employees are commonplace each time I visit.

This was a crazy experience… Jo Lee, Asst. Manager, was probably the rudest service person I have dealt with in my life. My family has rented from this location many times but this is the last. She told me I «should be ashamed of myself» for being rude. I wasn’t rude just asked why everyone behind me in line were in and out and why I was still standing there? There were many witnesses and the Manager said she is being transferred to a different location because there were several complaints about her, I ask, why transfer a problem… but I don’t run enterprise and no one asked me,
I think they need to send her back to asst manager school and re-​learn the customer service portion of the class and try to graduate again with a not so hot head. Watch out for a young girl named Jo Lee at the enterprise location on Kirby.
Do not recommend them at all… go down the street to the other location.

This location have the best customer service in the entire state. Jo Beth Lee and Richard are the best and they will take the time and effort to make sure you are well taken cared of.

Not so much the facility as it was the company itself. I was given the only vehicle on the lot my insurance company would cover — a Ford Focus. I didn’t expect much given the make/​model, but I didn’t expect a car whose speedometer would stop working and rear passenger tire would blow out on US59.
I used AAA to get the tire changed and tried to exchange the vehicle in Kingwood, only to find they only had one vehicle in inventory (that they would not allow me to exchange for). I was advised to go to IAH because they had more units. At IAH, I asked the agent if we could expedite the process as I was already late for an appointment; to which he suggested I pick out a car and he would start the paperwork. I chose the car, specifying the model, and he disappeared, only to show up at the kiosk with a completely different vehicle. We had to start the process all over again, delaying me further. As we were walking the vehicle, he informed me «we have lots of problems with that car (Focus)», and that the Kingwood location could have exchanged the car, but they «don’t want to do that, it messes up their numbers»… whatever that means. Telling for both that location and the company itself.
To top it off, a few days after returning the car, I received a letter from Enterprise asking me to call to make «arrangements» to pay for the damage to the Focus. I called and was informed that it’s a part of the rental agreement and that I «probably ran over something» that caused the blowout. She then told me that «tires don’t just blow out… in a car their own agent admitted was «crap», no doubt! After I told her I had no intention of paying for the damage, she told me that they would start an investigation into the cause — WhyTF is it not their policy to do that BEFORE placing liability on the customer? Renter beware.
Enterprise… smh

Summary: The customer service at this location is beyond awful. I highly suggest going to the location at Greenbriar and W. Holcombe!
My experience: I walked into this location because an adjuster had made a reservation for me. The woman at the desk, sitting next to two guys, looked up from her iphone and informed me that they had no cars and that the reservation was actually just an «authorization». She then went back to her phone. I asked if she or the other guys next to her (who didn’t appear to be doing anything but drinking Five Guys soda and playing with a roll of masking tape) could help me find a location that did have cars available. She looked up from her phone again, irritated, and said no, they had been trying to do that all day and couldn’t find any cars. I have no idea if she was in a bad mood or what but there was no reason for her to be so rude to someone who walked in needing help. Even if they didn’t have any cars they could have helped me find a location that did.
I then sat down in their waiting area and started calling other places. I actually happened on another Enterprise location that had something available, the one at 6829 Greenbriar. I called and spoke with Nick, the Manager. He listened to my situation and told me he would try to help. He finally found someone who could pick me up from the Kirby location and said he would try to arrange something with the manager of the Kirby location, Joe Lee. When I was trying to write down that name (I did not know the rude woman was the manager or that this was her name) she looked up from her phone and said «Hey miss, I don’t know who you’re talking to, but nobody called me or spoke with me and I said we don’t have any cars for you». I said «The manager of the other location is on the phone and says he does have a car, can you please speak with him to straighten this out?» and she said, «Your attitude doesn’t make me want to help you». I could not believe she said that. Anyway the guy next to her took my phone and spoke with Nick, confirming that Nick from Greenbriar was sending someone to pick me up. A friendly guy named Kal arrived and took me to the Greenbriar location, where he and Nick set me up with a car. They were helpful, friendly, and answered all my questions. It was a huge contrast with that rude lady at the Kirby location!

This facility used to be awesome but not the same people are here. Andrew has been super nice but Richard, the manager, is abusive. Twice I have had to deal with this location and each time I was treated with disrespect by Richard. First they didn’t call when they said a car would be available and so I called and it still wasn’t so I asked for a phone call back when a vehicle would be then beavailable. I then called back again and a car was ready, but the manager complained to me for me not showing up. I explained that I never got a call so I was unaware a car was ready, and Richard immediately got more combative. I started getting scolded as they are about to close etc. I just said, Look. Y’ all didnt call me. I havw been trying to get a car all day.” He then kept going. I mentioned that I dont like how im being talked to or his atitude. I offered to get a car tomorrow if thats more convenient. He NEVER apologized but changed his tone and told me to come in. I went out of town and when I came back I needed a new car as my car was not ready still. I called and was told to call Farmers insurance to set up another direct bill. Farmers told me Enterprise never closed the reservation out and called this facility. The next day I called to get a car. The manager told me to do the same thing as I did yesterday, call Farmers to set up a direct bill. I explained that the original reservation wasn’t closed and Farmers called you to take care of it. Richard told me to call Farmers again to set up a direct bill. But right off the bat, Richard was combative. The manager was very abrasive, kept cutting me off, sounded annoyed like he didnt want to deal with me, etc. I explained that I called yesterday and Farmers called you and you would take care of it. He literally said, «They didn’t call me I wasn’t here,» and went on and on, not taking responsibiliy. It was so stressful. He doesn’t take accountability. He even said that I cannot expect his employee with one month to have all the same knowledge as him. (Wow as I am just trying to get a vehicle). Richard also said that if we had had a coversation with him yesterday (vs. his employee), it would have been different. I mean twice the manager treated me with such disdain. I wound up getting hung up because he didn’t want to deal with me I guess. I called back to speak with Andrew who was very nice. Richard surprises me. I’m not sure how he got to be a manager with his abrasive attitude not taking accountabilty.

I reserved a car online and went to this location to pick it up. When I walked in, neither of the two men working there greeted me or said «we’ll be right with you». They had two other customers and one who walked in after me. They greeted him and helped him before me, I guess since he was returning a car. They finally got to me, and did not even apologize for the wait. It had to be at least 10 minutes. Turns out I was unable to get my rental since I didn’t not have some paperwork hey said they needed (which was not on the website). I never even got a confirmation email actually. Anyway it was a huge inconvenience and they didn’t seem friendly, caring, or sorry at all. I’ll never use enterprise again, I am very disappointed!

My heart sunk as my engine clunked and engine light came on in my newly acquired Jeep. So I took it to the dealership and the warranty took care of me there. One problem. Warranty is only 5 days, the garage is backed up, it’s memorial weekend, and little did we know we would have a major flood. Enterprise was also sparse on cars due to the chronic flooding… But Brent and Richard took every possible problem Murphy could throw and absorbed it like it was nothing. They went out of their way to work with the garage and extend my rental till actual completion. They did not have to do that! I could have spent hours running around finding the right people to help with each problem. At the office as I sat and waited for my rental and to drop off, there where sullen faces entering in a steady flow. Brent and Richard never stopped smiling, never let their curtesy slip, not even when these customers where not in the best of moods due to outside sources. I had such great service, this will be my go to place if I need to rent for any reason!

Dropped off my car after renting it for 2 weeks. David called me and left me a message to let me know that the insurance company would stop paying in 3 days.
When Monday rolled around, John called me and let me know that the insurance company would stop paying today. I told him I would bring it by today and I asked what time it was due and he said since it was paid for by insurance, I had until 6pm. He also let me know ahead of time that because they were short some guys due to the holidays, they wouldn’t be able to give me a ride home. I am glad he told me that because then I was able to arrange for a ride home.
They are a group of a really nice, accommodating, and pretty funny guys. I’ll definitely rent from them again if I ever need to.