Enterprise Rent-A-Car

We have rented cars from this location several times for car repairs and never had any problems so when planning a road trip vacation we didn’t hesitate to call them. We were taking a two week vacation to Florida and when we picked the car up we got a nicer car than expected, a 2016 with very low miles. Long story short, near Bloomington we had car trouble and had to switch cars at the airport. This location didn’t have an SUV this size but their employee helped us unload and repack the car. And this car only had 13 miles on it! At the end of our trip, when we returned the car they apologized and said they couldn’t give us time back on our vacation but they did give us a very nice discount! Great customer service!

Great Service. This was my first or second time using this location. I usually go to E. State St. The pick up service was on time. The check out process was quick. Each time I was greeted professionally and friendly. The car was in nice condition

Unwilling to help out with my reservation that was booked through my insurance (Allstate). Not the first time I have issues at this branch either… Other places see it except this location which is the closest to me.
Update: As of 9 am LP branch was still unwilling to help me out, even though they called to confirm my rental the night before but i couldn’t get it then, because they were closed (After 6 pm). This morning they claimed that they had no vehicles available even though I checked availability at LP location online prior to calling. Had to go through Allstate after they confirmed that they had indeed booked a reservation for me since yesterday afternoon. Suddenly they became interested in helping out and they had vehicles available. I asked to be picked up, but was told I had to get there before 12pm. I’m just gonna walk there now.

I reserved a car online with this Enterprise office about two weeks before the actual rental date. On my way to pick up the car, I called to tell them I would be five minutes late, and they said that was good, because they didn’t have a car for me yet. Would I mind coming back three hours later? Yep, I would.
So I get there in a couple of minutes and they tell me they’re waiting on a bunch of cars from Peoria, but there is one car on the way in that I can have sooner. After a short wait, it turns out to be a minivan, which means a free upgrade. I was happy about that. But when I went to arrange payment, I included an $ 40 Enterprise gift card from Discover, which I’ve done many times before, and all of a sudden we have a problem.
Now the young man who waited on us at the counter was very polite. But when he didn’t know what to do with my Discover Enterprise gift card (which I had put on the online reservation as the site instructs one to do), his supervisor got involved. I don’t know his name, so let’s call him Mr. Snippy. Mr. Snippy informs me that they can’t use the Discover Enterprise gift card this way. After I pointed out that it was done that way at my previous rentals (at two other Enterprise locations on multiple occasions), he coldly informed me that they were ALL doing it wrong.
I wasn’t going to back down. So after some discussion, Mr. Snippy had me call some number to give them the gift certificate number, but they weren’t there and I had to leave a message. So then he called them, and lo and behold, they worked it out and the gift card was applied.
This was my first time using this Enterprise location, and I probably won’t go back again unless it’s the only place I can get the rental I want. I much prefer the Janesville WI location, where everyone is friendly and knows what they’re doing.

I’ve rented cars from this location without any issues whatsoever in the past until today. The staff there had always gone above and beyond expectations to satisfy my needs (except for Katie coincidentally) up until today when I had to experience the worst treatment ever from Katie (Manager). She was rude the minute I walked in. She pointed out that I had to place a $ 200 deposit right after looking at my bank card to which I did not object. After I handed her my license and bank card, she informed me that I also needed my auto insurance card in addition to the previous two she asked for in order for me to rent a car because I didn’t have a credit card.
After a couple trips back and forth from my place to enterprise, Katie as well as her coworker were busy on the phone, then when Katie got off the phone a new costumer walked in and she went immediately to take care of her and skipped me. Even after I had been waiting for help for several minutes. I was told they wouldn’t rent a car to me even after I produced every piece of documents the manager (Katie) had asked me for earlier. I contacted whom I was told was the district manager (Erika) in regards to my awful experience. After reaching Erika, I was informed that I could not get a rental from them, the reason being that I could not provide proof of residency. I was like what!!! (I’ve been renting from them since 2010 always with the same address without any issues whatsoever). I made available to them my Drivers license, state ID, visa business check card with my name and my business name on it, Allstate insurance card… When I explained to Erika (District Manager) about the history between enterprise and myself conducting business in the past from the same address she informed me that she had fired all the former managers recently for not doing what Katie did; without realizing that Katie had been one of those persons that I had rented from in the past. When I asked to be directed to the specific rules, policies, or guidelines that could better explain the reason why I was being denied the rental this time. I was told that I had been told over the phone which is a complete lie because I had no communication with them whatsoever previous to coming in due to the fact that I booked my reservation online.
In conclusion, I realize that there a rules but when the rules and guidelines are made to be gray there will never be consistency. I will continue to do business with Enterprise, but I would like for them to keep their staff properly trained to provide costumer relations in a consistent and professional manner. To be honest I’m wondering if the wrong people lost their job here. Only time will tell.