Enterprise Rent-A-Car

Convenient location… good service.

I’ve used Enterprise on and off since I was old enough to rent cars. I found out I needed to pick someone’s kids up for them because they had a slight emergency and asked for assistance. While my wife and I only have one car and she had it that day, I knew Enterprise would «pick me up» and so I went ahead and reserved a car that morning for later that day. It said cars were available. I called at 2:30pm and informed them I needed a ride over for my 4:30pm reservation. Emma told me to call back around 4:00pm. I told her I could come a little early if needed, I was flexible. I called at 4:00pm and was placed on hold by Greg… for 20 minutes. I hung up and called back and told Greg I had just held for 20 minutes but I needed a ride for my 4:30pm reservation time. Greg advised the driver had just left, was getting two customers, and to give them 15 – 20 minutes. I confirmed my cell phone that the driver could call me on and the address for the pickup. At 5:15pm, which was 45 minutes after I spoke with Greg, I called to check the status since I had been standing outside to ensure I would get cell phone service when the driver called. Emma answers and said they hadn’t sent someone and that they didn’t have any cars. I told Emma that Greg said someone was coming, and that if they didn’t have any cars, I should’ve been called well before this mess began. She placed me on hold, confirmed Greg had actually told me a ride was coming, and then said the driver would call when he was close. Greg arrived around 5:30pm.
Greg called, found me, and our ride back went fine. As we neared the location he told me they had sent someone to get cars since they were out. He also told me when he was called about the status of my ride that he was told «I was panicking.» I think Greg would’ve been a bit upset if someone who was helping a friend by picking up their children, who called 2.5 hours before to inform the company whose claim to fame is their pickup service, that I needed ride, who waited almost 90 minutes for a ride from the first time I called as directed, and whose reservation already started an hour ago, would’ve been a bit concerned. I wouldn’t have said I was panicked for them, but panicked that I agreed to get someone’s kids with plenty of notice and now may not make my deadline to pick them up.
Once in the location, there were 2 young children running around in the back, there was some discussion over which vehicle to give me and they had one that needed an oil change and hadn’t been cleaned they they had just picked me up in. I told them I would take the vehicle as-​is and bring it back first thing the next morning for them to do the oil change. Emma looked in some system and saw that the mileage was not a concern and told Greg to rent the car to me. Greg continues to make small talk with the other customers at the counter. Greg knew I was already in a time pinch that he/​they placed me in, and is wasting time instead of expeditiously processing my paperwork so I can leave. Knowing that I needed to be somewhere now in 35 minutes that takes at least 40 to get to when I-​40 isn’t a mess, I went ahead and paid for the damage waiver because I was going to have to make magic to get there safely. I got to the children at 6:28pm and the deadline was 6:30pm.
When I returned the car, the assistant manager greeted me and asked how my rental was. I told her if she had to rely on their customer service yesterday to help someone out when you called 2.5 hours early for a ride with a confirmed reservation, she would’ve been as disappointed and pissed as I had been in their performance as a company and office. The assistant manager, whose name I unfortunately didn’t get, was very understanding. She said that while it wasn’t an excuse, they were short handed yesterday since a manager at Sevierville had a medical concern and needed to leave which meant she was actually taken from this office and sent to another. She asked what she could do to make up for it and I told her I already had a good rate (used an employer discount program), and so I wasn’t sure. She processed a discount for ½ the rental since I only had the car for some 15 hours. She said they have a new location that they’re moving to soon, would be hiring some more people, be able to have more cars, and that she hoped I would give them another try in the future.
Because of this assistant manager, I probably will. I think Emma and Greg were in a tough situation being short handed and oversold, but that’s a corporate issue, not a customer issue. Like the assistant manager said, while the circumstances were unfortunate, it’s no excuse for poor customer service.
Greg seemed to be new. He will learn to not assume he knows the conditions under which the customer is securing a rental. I think he will learn not to criticize or make light of someone whose calling for status updates because the information they were given (by him, ironically) had proven to be inaccurate.

I rent here more than you do, I promise. Be nice to the counter people and they will be nice back to you. Sign up for the rewards program, it’s good.
Have you ever rented a car and know the hoops you have to jump through to do it? No?
So quick customer education: it’s really best to have a major credit card for rentals. Even then, they put a temp hold of $ 150 plus whatever amount you’re renting on the card, then when you return it, the full charge is just your rental cost plus gas or insurance if you got that (the $ 150 was just there as their collateral and assurance you’re not a deadbeat, that amount isn’t permanent).
If you don’t have a credit card but do have a check card, you have to show them a recent (like no more than 3 months old) KUB bill that doesn’t have a big past-​due stamp on it to rent. They have to do this so bad people don’t steal their cars y’all, they’re not out to get you, but boy have I seen some people get upset about these facts and mistreat the poor employees. So get your facts straight *before* you to try to show up with your «ATM card» or a whole wad of cash you’re «just sure they’ll bend the rules for, ya dig?» They don’t dig. They don’t have the authority to give you a car for cash. Would you do that for your own car for someone just off the street? Heck no you wouldn’t, so stop wasting everyone’s time asking and pretending you’re a special snowflake and deserve it!
If you think your job is hard, just go stand in this Enterprise for 5 minutes on a Monday morning and I bet you’ll have a newfound appreciation for your own job and for the people that work here. There’s a fair amount of employee turnover just because this job has both long hours and difficult customer service situations, and they get shuffled to other locations, so you may get to know one agent then come back a month or two later and they won’t be there, but right now they have a solid team that’s going to do the best they can for you.

Quick and courteous staff. No lines on a Friday morning. Easy location if you are downtown.

Great, convenient downtown location. But it’s the excellent people behind the counter that set this place apart. I rent dozens of cars/​year from them, and they’re always helping make it as easy as possible. A great team with a real focus on customer service.

I rent cars here because it’s convenient. The staff is exceptionally helpful considering all the headaches they have to endure from customers.
Seriously, the staff really works hard to keep the place running smoothly, and judging by the outdated décor and poor building maintenance, it’s safe to say the staff has more pride in the business than the owners (which is a shame).

In need of a car rental? This just might be your place. Located downtown in an old Diner Style looking building, I have never encountered a problem when coming to this Enterprise.
If you find yourself car-​less, remember their slogan, ‘they’ll come pick you up!’