Enterprise Rent-A-Car

I had another good experience with my most recent rental but have a couple of small complaints. My request was for an intermediate size and the agent took me outside and started showing me various cars to choose from (they were all very dirty, by the way). I picked one and she did not mention until we got back inside that it would be an upgrade for an additional $ 12. So, back outside we went to make another selection in the class I had requested. This all required extra time. Also, Enterprise does not usually rent their cars with a full gas tank, making it more difficult to fuel up only to the previous level (pump, check the gauge, pump more, check the gauge, etc.) before returning the car.

While I do not fault the local staff for this, I am updating my Unilocal review of Enterprise Rent-​A-​Car as a company.
Upon returning my recent rental, it was determined that there were a few scratches on the passenger side rear door… I did not notice these due to road salt on the vehicle when I was picked up. Shame on me for not taking photos.
I took photos after, and I’m not sure I agree with how much Enterprise wants to bill me for the scratches… we’re up to $ 1500 now. According to their body shop, fixing scratches on a door involves taking the tailgate apart, and something about metal fabrication, etc…
I asked corporate to review the claim, since they were charging me for repairs above and beyond what my rental agreement claims that I’m responsible for. Also, repairs were made that are not consistent with the repair of clear-​coat scratches. (You know, the ones that were hidden under road salt.)
The woman I unfortunately had to deal with at their «Damage Recovery Unit» has worse listening skills than a three year old and couldn’t stop over-​talking me, wouldn’t listen to anything I said, and seemed to lack any basic common sense. Instead of even considering that I might have a point, she attempted to feed me some unbelievable bull about how the body shop needed to repair the tailgate to blend the paint on the door. In the end, I could not get anyone to listen to reason, and politely told her to pound sand. (That was our first phone call… subsequent phone calls have just gotten progressively worse, with the latest degenerating to me shouting like a DI on Parris Island and her hanging up… again)
Since they’ve submitted a claim against my insurance, I’ve instructed my insurance company not to pay the claim. If they somehow manage to get their money from Liberty Mutual, I’ll be dumping them as well (after 20 years of business).
I will not accept a company like this working the system and cheating me, just because they can. I am perfectly reasonable, and would certainly have covered a reasonable repair cost of the scratches. This is all I asked for. Many times. Instead, you’ve wasted my time, my wife’s time, my insurance companies time… and you’ve pissed off the wrong Marine.
Instead of being reasonable, and getting your damages covered, you’ve decided to be greedy and try to cheat me like a criminal cheats the elderly. So much for customer retention. You’ve lost my business for good. Furthermore, I will be sure to let everyone that has Internet know about the scams you people pull just to earn a few extra dollars.
At this point, I’ve grown weary of this game. I refuse to speak to your contact in the Damage Recovery Unit (
). She is absolutely infuriating to deal with. And of course the regional manager, whom I’ve spoken to twice, has not returned my calls to negotiate a FAIR price as he promised.
I AM SO DONE WITH ENTERPRISE.
I STRONGLY URGE YOU TO NOT TO RENT A CAR FROM ENTERPRISE.
«They’ll pick you up» More like, «THEY’LL RIP YOU OFF»

We had a generally very good experience with this agency. They picked us up very quickly at the Hyannis Transportation Center in a minivan, which was good since we had a lot of suitcases. I was surprised that the older gentleman driver did not help my young-​adult son struggle to wrestle a large suitcase into the third row seats, but we let that pass. Car was nice (Hyundai Sonata, I think they upgraded us.) On returning, the young man who checked me in did not seem to be enjoying his job very much, but I did greatly appreciate that he gave us more than the official «grace time» and did not charge us for an extra hour. For that reason alone, I would definitely rent here again. It’s a good operation.

I rented a car from Enterprise last weekend specifically because a friend told me that they would pick me up from the Nantucket fast ferry, which is a huge benefit when you’re coming off the island dragging a ton of bags. I booked online first from the Enterprise location at the airport a few weeks in advance. On July 10^th, I happened to be at the Barnstable airport, so I went to the desk and said I had booked a car for July 24, and could I arrange to have a pick up from the ferry at that time. The girl at the counter explained that only the location on Iyannough Road did ferry pick-​ups, because they have more staff, so she would switch my reservation to that location and gave me a number to call when my ferry docked on the 24^th.
Being a little concerned, on the morning of July 24^th, I called Enterprise to confirm my reservation and again ask about the ferry pick up. The guy I spoke with could not find my reservation, and for some reason had no access to the records from the airport (why they can’t see each other’s systems, I have no idea). I said that I had booked three weeks earlier, the girl at the airport was supposed to switch me over to his location. He took my number and said he would find out and call me back. He did call back 15 minutes later and said that the airport had found my reservation, and kicked it over to him. I don’t understand why this didn’t happen when I went to the airport in person, and was a little upset because if I hadn’t checked, I would have been stranded. Also, he said that they wouldn’t arrange the pick-​up in advance, but I should call when I docked– which again seems silly to me, if I could tell him the scheduled time I was arriving.
I knew traffic would be bad on a Friday night in Hyannis, so I called Enterprise 10 minutes before the ferry docked to request a pick-​up, thinking that they would be pulling in right as I get off the boat. The nice girl I spoke with said they would be right over and to look for a black minivan. So, I get off the boat… and I wait… and I wait… 30 minutes later, I really had to go to the bathroom, so I decided to chance it and run into the Steamship terminal, lugging all my bags. Naturally, the mini-​van from Enterprise showed up during the 3-​minute window that I was in the bathroom. As I was leaving the terminal, I saw the mini-​van from Enterprise, exiting the Steamship parking lot. I ran after it screaming «HEY, WAIT» towing all my bags and generally looking like a crazy person. But did the van stop? No, it drove away. The next thing I do is call the Iyannough Road location again. Again the girl I spoke to was very nice and apologetic, and said that they would send someone else to get me. So, the waiting game begins again. Another 25 minutes later the same guy comes back in the same van to get me. He even said «oh, I saw you running after me before, but my van was totally full of other pick-​ups, so I didn’t have room for you». Um, ok, so could you have stopped and told me that, or better yet, when all these people are calling for pick-​ups, can’t the company figure out how many vans they will need so nobody gets stranded? So ridiculous, I could have lugged all my bags back and forth to the Thrifty Car Rental at the Hy-​Line 10 times by then, and wish I would have rented with them, I had a long drive ahead of me and now I was starting off over an hour late, and was also the ONLY person left at the Steamship.
But that’s not the end! When I finally got to the Iyannough Road location, I explained to the girl at the counter that I would return the car on Sunday, and get a ferry back to Nantucket. She smiled and gave me my car, and was again very pleasant. So, on Sunday, I left Western Mass an hour earlier than I normally do, knowing that I have to plan to get to Enterprise and then possibly wait to get a ride down to the boat. I get back to the Iyannough Road location, and guess what? They’re closed on fricking Sundays. Don’t you think someone could have mentioned that when I was picking up my car, knowing that I had come from the ferry? Huh? So, I have to call a cab, and pay for it to take me over to a bank because I didn’t plan for that and don’t have any cash, and then there’s no Bank of America nearby, so I get hit with fees from that bank and from my bank for using a non-​BofA ATM. In the end, I got to the boat on time. But there is no way it was worth all the hassle to rent with Enterprise for the one-​way extremely late pick-​up, and unexpected costs. Next time, I’ll stick with Thrifty, at least then I know what I’m dealing with!

I rented from Enterprise three times this summer — I needed a week-​long rental for two of those times. Enterprise’s rates were $ 100 less than their competitors, and the service was pleasant: professional, personable staff in the office; engaging drivers who picked me up at the Steamship ferry after arriving from Nantucket and brought me to the Iyannough Road office. 5 stars for sure!

I rented a vehicle at the Hyannis location. I needed a monthly rental with unlimited mileage that would allow me to travel out of state. They offered the best monthly rate. Service was very good as well.