Enterprise Rent-A-Car

Update: The Corporate Operator I spoke to tried calling the office and kept me on the line — unfortunately she got the same recording and we both were stuck listening for several minutes to the recording about their «great service». The Corporate operator eventually gave up, said she would email them and disconnected. No help there. I called back again and waited another 19 minutes before someone finally answered the telephone.
I was eventually picked up over two hours later. I’ll upgrade my rating one star because the vehicle was very nice, but the staff at this location needs better customer service training. Answer the phone, apologize for being busy, take my number and call me back. Don’t ignore the phone and make your customers sit on extended hold listing to a recording over and over about how great your customer service is.
So, I decide to send in my reservation details as requested below by the business owner and I get an automated response «Your recent incident update was from an email address not associated with the incident… please update your contact info with the following link…» Hello, yes people have different work and personal email addresses. Now they want me to waste more time wrestling with their online system. Really?

Very professional & friendly. Nice personal touches such as calling me on my trip to make sure everything is up to par. This is the only place I rent from in SE CT.

As a consistent traveler, I rent cars very often. This experience was five star from the beginning. I called to confirm they would be able to pick me up from the ferry (just 2 miles away) and the girl was so happy to get my business she said no problem, and thanked me for considering their service. When I was almost to port, I got a call from the driver who told me where he was and would be waiting for me. When I got to him, he was nice and drove me to the place. I was greeted with SUCH Enthusiasm, and the entire environment in the place was unlike any other car rental place I have been in. It was like a well oiled machine. Everyone was either on the phone, doing paperwork or talking with customers. Best part: They said, since you are only using the car for the day, we are happy to upgrade you for free! They gave me a great upgrade and when I was finished, they thanked me again for my business and sent me back with a different (and equally nice) driver to the ferry. Kudos to this team for working so well together!

Unfortunately I cannot say anything nice about this location. Recently while in a bind I made a reservation for a weekend rental.
Upon arrival I was told my reservation was valid but they had no cars!
Response was sorry happens all the time, nothing we can do.
Stay away!

I live 5 minutes from an Enterprise but I choose to drive the extra 20 minutes to the New London location just for their outstanding customer service. Their team of professionals will welcome you as soon as you walk in even with a line of guests and phone lines ringing. They will bend over backwards to accommodate your every needs. I truly can’t speak highly enough of their team especially Matt and Kristen!

Great service, always professional and friendly

Wow! This particular franchise opened up 25 minutes early and had me on the road in under five minutes, noticing I was «in a rush» and did not want me waiting «out in the cold» with my bags.
Truly exceptional, friendly service and a well maintained, properly functioning and clean rental car to boot. Well done!

For a sales organization, there’s nothing worse than over-​promising and under-​delivering.
I had a family outing planned for tomorrow evening and reserved my SUV online. I made the reservation at about 3pm this afternoon. I received a phone call from an associate at 630pm informing me that they’re all sold out. No apology, just letting me know. I called back and was treated with the same apathetic attitude. I was offered no apology, no recourse, and given no thanks for considering Enterprise for my needs.
Now my family and I are without a ride for our show in Los Angeles. I’ll spend tomorrow morning looking for alternatives — something I would’ve rather done this afternoon. Instead, Enterprise got me on the hook and kept me there until it was too late.

Needed a full size SUV for a trip North. Although I had made a reservation they didn’t have one on the lot the day prior to our trip but they were able to get the make/​model I requested from another office and it was ready to go when we showed up. They also honored a printout from their website showing my original reservation at a much lower rate. Great Customer Service at the New London CT office by the site manager!

I had a situation with an electronic key last summer with one of the cars. I come back every year to see my family, and Liz made sure I was taken care of this year. I recommend, and will use Enterprise again. Thanks Liz!

I rent a lot of cars, and a lot of cars from Enterprise, and the staff at this New London location is especially friendly. They had me in and out quickly, and were all very personable. The only thing I wasn’t crazy about was the big attempt to upsell me on insurance, but that is part of their job.

I arranged for a car rental when we docked into New London, CT. These guys are great. If they know a ship is going to arrive on a certain day, they will arrange to drive part of their rental fleet near the dock. I made the reservations online, and when we arrive at port, we walked up to lot where Enterprise was set up, checked in at a table, and got my car and GPS in less than 5 minutes. Very nice people, although I rented a GPS unit, they gave me directions to find the exit I need to get to Newport, RI. No complaints about the car, staff person walked around the car with me to check for dents.
I had difficulty finding an address for the dock where my ship was located, so I called the local Enterprise office in New London. They just told me to get to their office, and they will drive us back to the ship what service!